Nelvis Mwangi
Savannah,GA
Summary
Experienced and dedicated Customer Service Agent with over five years in the hospitality industry, delivering high-quality service in fast-paced, customer-focused environments. Known for strong communication skills, a calm and empathetic approach to problem-solving, and a consistent ability to exceed guest expectations. Adept at handling diverse customer needs, managing conflicts, and creating positive guest experiences that reflect brand standards.
Open-minded and adaptable, with a genuine interest in continuous learning and professional growth beyond hospitality.. Brings a positive attitude, a strong work ethic, and a team-oriented mindset to any new challenge.
Overview
9
9
years of professional experience
Work History
Front Desk Supervisor
JW Marriott Plant Riverside
04.2023 - Current
- Trained and mentored new front desk staff, enhancing team performance and customer interaction skills.
- Managed scheduling and workflow to optimize front desk efficiency during peak hours.
- Implemented process improvements that streamlined check-in/check-out procedures, reducing wait times.
- Resolved guest inquiries and complaints promptly, maintaining high satisfaction levels and loyalty.
- Collaborated with housekeeping and maintenance teams to ensure room readiness and guest comfort.
- Utilized property management system for accurate reservations, billing, and reporting activities.
- Developed training materials for staff onboarding, promoting adherence to company standards and policies.
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
- Scheduled and assigned daily work and activities for team members.
- Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer inquiries promptly.
- Developed strong working relationships with other departments within the hotel, fostering efficient communication channels between teams.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Organized meetings for executives and coordinated availability of conference rooms for participants.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Checked guests in out of hotel, made reservations, and processed payments.
- Resolved guest complaints by addressing issues with rooms promptly.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
Reservation Sales Agent
One&Only The Palm
08.2019 - 03.2023
- Managed guest reservations using Opera and Salesforce, ensuring accurate data entry and system updates.
- Provided exceptional customer service by addressing inquiries and resolving issues promptly to enhance guest satisfaction.
- Collaborated with marketing team to promote special offers, increasing booking rates during peak seasons.
- Trained new staff on reservation processes and system navigation, fostering a knowledgeable team environment.
- Enhanced teamwork, collaborating closely with colleagues to ensure smooth operations and optimal guest experiences.
- Increased revenue with upselling techniques and promoting additional services or packages to guests during the reservation process.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
- Worked closely with front desk to achieve full occupancy of property.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Provided customers with information about availability and pricing.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Ensured timely responses to guest inquiries via phone, email, or online chat platforms, providing exceptional customer service throughout each interaction.
- Supported the development of marketing materials showcasing hotel offerings, collaborating with the marketing team to create effective promotional content targeted at attracting new clientele.
- Developed strong product knowledge about hotel offerings, amenities, local attractions, enabling personalized recommendations based on guest preferences.
Lead PBX Operator
Sankara Nairobi
01.2017 - 07.2019
- Managed daily operations of PBX system, ensuring seamless communication across all departments.
- Trained and mentored junior operators, enhancing team performance and service quality.
- Coordinated with IT to troubleshoot system issues, minimizing downtime and disruptions.
- Coordinated staff schedules, ensuring adequate coverage during all hours of operation and facilitating smooth shift transitions between team members.
- Worked closely with management to identify areas for improvement and implement solutions, contributing to the overall success of the organization.
- Managed high call volumes during peak periods without compromising quality or efficiency standards set forth by the company.
- Reduced call wait times with effective prioritization and distribution of tasks among team members.
- Resolved customer issues and complaints promptly and politely, upholding satisfaction.
- Connected callers with appropriate professional, department, or business.
- Attended safety training meetings to learn procedures for handling medical and fire emergency calls.
- Enhanced customer service by efficiently managing incoming calls and routing them to appropriate departments.
- Handled customer escalations professionally, upholding positive team reputation and maintaining satisfaction.
Education
Bachelor of Arts - International Relations
Unites States International University
Nairobi 08-2016
Skills
- Time management
- Guest relations
- Problem-solving skills
- Data entry efficiency
- Staff supervision
- Scheduling and planning
- Exceptional communication
- Listening skills
- Cash control
- Issue resolution
- Task delegation
- Administrative skills
- Cash handling
- Cash handling accuracy
- Hospitality services
- Guest safety
- Customer service
- Oral and written communications
- File management
- Hospitality service expertise
Languages
English
Native or Bilingual
Swahili
Native or Bilingual
Interests
- Participating in cultural exchange programs and homestays
- Volunteering
- Mindfulness Practices
- Yoga
- Adventure Travel
- Swimming
Timeline
Front Desk Supervisor
JW Marriott Plant Riverside
04.2023 - Current
Reservation Sales Agent
One&Only The Palm
08.2019 - 03.2023
Lead PBX Operator
Sankara Nairobi
01.2017 - 07.2019
Bachelor of Arts - International Relations
Unites States International University