Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Timeline
Generic

RESMA CHEPKEMOI LANGAT

Summary

  • Knowledgeable and dedicated customer service professional with extensive experience in hospitality industry,solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
  • Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.


Overview

11
11
years of professional experience
1
1
Certification

Work History

Guest Relations Officer

Southern Sun Mayfair Hotel, Nairobi
04.2015 - 12.2019
  • Responsibilities
  • Total Client Satisfaction: ensure an optimal experience before, during and after stays for all clients to foster repeat business and positive feedback
  • Interpersonal Marketing: engage personally with corporate and individual clients to understand their needs and preferences and crafting the right offer; organizing tours and travels for guests through trusted corporate partners
  • Elevating Client Experiences: work with all other support services to find opportunities to exceed the expectations of all key clients (long-stay, corporate, event leaders, VIPs, influencers) by upgrades, discounts or other benefits
  • Fostering Client Loyalty: facilitate and encourage uptake of the Company Loyalty Programme; handle and resolve customer complaints so swiftly and effectively that their feedback is converted from negative to positive
  • Learning-Based Improvements: proactively seek client feedback on all areas of service and work with service leaders on continuous improvements
  • Event Design and Delivery: identify opportunities to celebrate special moments for clients; work with all services to ensure they are memorable; work with sales to plan and deliver meetings and other events to ensure that accounts are handled swiftly and correctly for total client satisfaction
  • Social Media Presence: encourage client feedback on social media and ensure that all commentary receives appropriate positive responses; advise on the selection of media to use in the company property's online platforms
  • Managing Office Resources: manage office cash and key supplies; support the front desk by managing check-in, check-out and payments during high-traffic times
  • Staff Welfare: assist the General Manager in handling staff welfare issues.

Office & Human Resource Administrator

Nairobi Women's Hospital, School of Nursing/MTC
03.2012 - 02.2014
  • Coached new hires on company processes while managing employees to achieve maximum production.
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
  • Evaluated employee records and productivity and submitted evaluation reports.
  • Developed and maintained successful relationships with vendors, suppliers and contractors.
  • Reported to senior management on organizational performance and progress toward goals.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Managed office operations while scheduling appointments for department managers.
  • Established team priorities, maintained schedules and monitored performance.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Developed detailed plans based on broad guidance and direction.
  • Created, maintained and updated filing systems for paper and electronic documents.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Delivered performance reviews, recommending additional training or advancements.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Controlled finances to lower costs and keep business operating within budget.
  • Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Updated reports, managed accounts, and generated reports for company database.

Corporate Office & Human Resource Administrator

Nairobi Women's Hospital, Adams
04.2011 - 03.2012
  • Duties & Responsibilities
  • Collected and collated regular updates and reports on operational issues
  • Provided regular reports on property management
  • Ensured cleanliness of the boardroom, meeting room and executive dining room
  • Controlled office expenses through provision of consumption reports in regard to stationery, telephone and other utilities
  • Ensured the corporate requisitions were serviced so as not to interrupt operations
  • Assisted in managing the CEO's events
  • Assisted in preparation, editing and disseminating of all communications to and from the CEO's Office
  • Responded to all incoming mail and redirected, where applicable
  • Ensured service delivery in the areas of transport, security and maintenance by managing the process
  • Prepared and reported on monthly HR KPI's for the Corporate Office
  • Ensured summary of all applications received
  • Ensured unit payroll input data (Rota) was submitted to the central unit schedule
  • Coordinated, collected and submitted leave forms, schedules and reports
  • Determined and coordinated section reporting and communication requirements
  • Handled inquiries both on phone, mail and in-person
  • Managed the hospital's social media platforms
  • Maintained active and detailed records on prospective job-seekers
  • Conducted telephone interviews
  • Provided summaries of CVs of candidates for interviews and summaries of interviews done
  • Provided information and assistance to staff on human resource and work related issues
  • Assisted in the day-to-day efficient operation of the HR Office
  • Performed other administrative duties as required.

Volunteer - Human Resources & Office Administrator

Nairobi Women's Hospital, Adams
12.2010 - 03.2011
  • Responsibilities
  • Undertook data entry
  • Ensured smooth operation of the corporate administration
  • Collaborated, assisted and supported other departments
  • Maintained the corporate offices in a neat and hygienic condition
  • Maintained communication with both internal and external clients
  • Organized, scheduled and maintained the meeting rooms
  • Screened and directed visitors to the appropriate office
  • Maintained active and detailed records on prospective job-seekers
  • Conducted telephone interviews
  • Provided summaries of CVs of candidates for interviews and summaries of interviews done
  • Maintained secure HR files with CVs, references and any other documents for all employees
  • Provided information and assistance to staff on human resource and work-related issues
  • Collected, assessed and filed CVs
  • Responded to queries from staff
  • Sorted out correspondence to be forwarded to the Human Resource Department and the CEO's Office
  • Assisted in preparation of meetings and any other administrative support.

Public Relations Intern

Nairobi Women's Hospital, Adams
09.2010 - 11.2010
  • Helped plan and execute private, company, and client events.
  • Built and maintained relationships with relevant media outlets and journalists.
  • Supported public relations managers with writing, researching and preparation of materials
  • Assisted in developing media strategies and campaigns for client needs.
  • Increased awareness of company services and products with implementation of PR strategies.
  • Responded to media inquiries, monitored media coverage and created press reports to influence public narrative.
  • Conducted media relations and responded to media requests for information.
  • Managed media relations for organizations to produce successful results.
  • Prepared or edited organizational publications such as employee newsletters or stockholder reports for internal or external audiences.
  • Produced and distributed brochures, newsletters and press kits.
  • Wrote press releases and other materials utilizing SEO practices.
  • Coordinated media events, photo opportunities and press interviews to drive client engagement.
  • Developed and implemented social media strategy to increase engagement and reach new audiences.
  • Drafted, edited and distributed press releases, media advisories and other public relations materials.
  • Developed original content for blog posts and website articles.
  • Maintained and updated media contact lists and databases for ease of access.
  • Coordinated media interviews with organization staff, board members and volunteers.
  • Tracked and reported on success of campaigns and public relations efforts.
  • Wrote and distributed press releases and social media content for clients and company.
  • Created and executed targeted PR campaigns to raise awareness of organization and initiatives.
  • Researched and wrote articles for company newsletters and magazines.
  • Prepared social media posts and videos with eye for viral content strategies.
  • Used various social media platforms for media and blogger outreach.

Public Relations Intern

Links Ltd
01.2009 - 06.2009
  • Built and maintained relationships with relevant media outlets and journalists.
  • Supported public relations managers with writing, researching and preparation of materials
  • Increased awareness of company services and products with implementation of PR strategies.
  • Responded to media inquiries, monitored media coverage and created press reports to influence public narrative.
  • Collaborated with internal and external stakeholders to identify key messages and create compelling content for press releases and other materials.
  • Managed media relations for organizations to produce successful results.
  • Prepared or edited organizational publications such as employee newsletters or stockholder reports for internal or external audiences.
  • Produced and distributed brochures, newsletters and press kits.
  • Coordinated media events, photo opportunities and press interviews to drive client engagement.

Education

Bachelor of Science - Journalism & Media Studies

Moi University
Nairobi, Kenya
01.2019

Diploma - Mass Communication

Multimedia University
Nairobi, Kenya
12.2010

Kenya Certificate of Secondary Education (KCSE - undefined

Moi Siongiroi Girls High School
2003

Skills

  • KEY PROFESSIONAL SKILLS
  • Communication Skills:
  • Ability to communicate effectively verbally and in writing
  • Analytical Skills: Ability to interpret data, integrate new information and detect patterns
  • Sales Leadership: Ability to close business deals and coach others thus boosting revenue
  • Digital Marketing Skills: Ability to increase company visibility online
  • Video & Audio Production: Ability to record, edit and produce content
  • Liaison and Networking Skills: Ability to coordinate groups and entities
  • Solution Coordination
  • Maintaining Privacy
  • Information Updates
  • Customer Loyalty
  • Guest Satisfaction
  • Guest Conflict Resolution
  • Event Support
  • Guest Complaint Resolution
  • Data Collection
  • Customer Care

Certification


  • Certificate in Customer Service - College of human Resource Management Kenya.2012
  • Certificate in Human Resource -College of human Resource Management Kenya.2012

Affiliations


  • Society of Human Resource Management Kenya
  • Rotary International
  • Toastmasters Kenya Chapter
  • Member of the Public Relations Society of Kenya (PRSK)
  • Member of the Media Council of Kenya

Timeline

Guest Relations Officer

Southern Sun Mayfair Hotel, Nairobi
04.2015 - 12.2019

Office & Human Resource Administrator

Nairobi Women's Hospital, School of Nursing/MTC
03.2012 - 02.2014

Corporate Office & Human Resource Administrator

Nairobi Women's Hospital, Adams
04.2011 - 03.2012

Volunteer - Human Resources & Office Administrator

Nairobi Women's Hospital, Adams
12.2010 - 03.2011

Public Relations Intern

Nairobi Women's Hospital, Adams
09.2010 - 11.2010

Public Relations Intern

Links Ltd
01.2009 - 06.2009

Bachelor of Science - Journalism & Media Studies

Moi University

Diploma - Mass Communication

Multimedia University

Kenya Certificate of Secondary Education (KCSE - undefined

Moi Siongiroi Girls High School

Similar Profiles

  • Bandile Mncama

    Bandile MncamaBandile Mncama

    Porter/Front Desk Concierge at Southern Sun Sun Square City Bowl Stay Easy HotelPorter/Front Desk Concierge at Southern Sun Sun Square City Bowl Stay Easy Hotel

  • Sharon Sebolelo Ramabele

    Sharon Sebolelo RamabeleSharon Sebolelo Ramabele

    Hotel Receptionist/PBX Switchboard Operator at Southern Sun Hotel Hyde ParkHotel Receptionist/PBX Switchboard Operator at Southern Sun Hotel Hyde Park

  • Mohau Kekana

    Mohau KekanaMohau Kekana

    Resident Solo Pianist at The Southern Sun Hotel - PretoriaResident Solo Pianist at The Southern Sun Hotel - Pretoria

  • Ayush Chand

    Ayush ChandAyush Chand

    Guest Relations Officer/Gaming Attendant/Cash Officer at Revesby Workers ClubGuest Relations Officer/Gaming Attendant/Cash Officer at Revesby Workers Club

  • AYANO UENO

    AYANO UENOAYANO UENO

    Guest Relations Officer at 82 KannaiGuest Relations Officer at 82 Kannai

CREATE PROFILE
RESMA CHEPKEMOI LANGAT