Cellina Kirui

• Handle 50+ customer inquiries per day via phone, email, and digital
platforms while maintaining high service standards.
• Resolve service issues and complaints with a 95% first-contact
resolution rate.
• Maintain accurate customer records and service documentation in
CRM systems.
• Manage petty cash and service-related transactions with 100%
reconciliation accuracy.
• Support customer engagement initiatives and contribute to service
improvement strategies.

• Provided front desk and guest relations services to 100-150 guests
per shift, ensuring professional and welcoming experiences.
• Managed check-ins, check-outs, room allocations, and guest inquiries
with speed and accuracy.
• Resolved guest complaints and service issues, contributing to a 35%
increase in positive guest feedback scores.
• Handled POS transactions, billing, and cash management with zero
discrepancies.
• Coordinated with housekeeping, food & beverage, and maintenance
teams to ensure on-time service delivery.
• Supported VIP guests and special requests, increasing repeat guest
stays by 20%.
• Maintained detailed guest records and incident logs in line with
hospitality service standards.