Guest Service Agent
Reel Cinemas - Dubai Mall
Total years of experience :8 years, 3 Months
Reel Cinemas - Dubai Mall July 2010 - till date
Guest Service Agent (Part Time)
Responsibilities
• Giving the first impression of the cinema to all our clients
• Providing information on all our available products and services
• Input of all transactions and sales on the point of sales system correctly
• Selling cinema tickets and all available products and services
• Assisting other sections of the cinema when necessary
• Doing after sales follow up by collecting feedback
• Handling Guests complaints
Southern Sun Group of Hotels, Dubai - UAE April 2008 - April 2010
(Al Manzil and Qamardeen Hotels)
Reservation Agent (Full Time)
Responsibilities
• Room reservation according to the standard operating procedure
• Handling room reservation by email, faxes and by telephone.
• Handling visa application, guest airport arrival services including airport transfers.
• Handling and Filling of the correspondence
• Providing the Sales and Marketing team with current internal and external market climate
• Controls room inventory including loading of room rates and packages to ensure maximum yield
• Provide courteous, prompt and efficient customer service at all times of interaction
• Handling customer queries face to face and via telephone.
• Promote the brand image and market status through the duties carried out with good communication skills
Holiday Inn, Nairobi Kenya October 2004 - April 2008
Reception Supervisor (full time)
Responsibilities
• Handling guest hotel check and check out • Making of duty roaster
• Organizing of office briefing
• Front Office Cashiering
• Arranging all sorts of clients' leisure and business reservations.
• Handling guest complaints
• Preparing front office reports
Celtel (Airtel), Nairobi - Kenya September 2004
Corporate Customer Service Representative
Celtel is the second largest mobile operator in Kenya and is part of the Pan African Celtel mobile an operation which is part of the Kuwait based Zain Group.
Responsibilities included: • Handling Prepaid and Corporate queries in the call centre using BSCS billing system, Client Management Systems (CMS) and the Customer Intelligence Network (IN)
• Giving Prepaid and Corporate subscriber account information.
• Information on network coverage.
• Giving dealer contacts and after sale centers
• Marketing of handsets, services and promotions.
• Creation of query reports
• Handling requests regarding financial issues
• Maintaining good rapport with new and existing clients through good customer service.
• Customer assurance of Celtel company vision and values.
• Daily follow up of subscriber queries and instant resolution of the issues where applicable.
• Acted as reliever for call centre team leaders
• Daily achievement of set targets (300 calls per day)
• Creation of Tickler notes for all incoming calls
• Online contract modifications for Postpaid subscribers (Upgrade, Downgrade, addition or Removal of Value Added Services (VAS)
• Advising prospect enquiries
INTERNSHIP
Serengeti Serena Safari Lodge, Tanzania
Tourism Promotion Services, Tanzania
Utalii Hotel and Kenya School of Monetary
Studies, Nairobi, Kenya
PROFFESSIONAL QUALIFICATIONS
Kenya Institute of Management
Certificate in Business Management
Kenya Utalii College
This is a professional college that specializes in hospitality studies that has become a source of highly qualified personnel locally and internationally.
Diploma in Front Office Operations
Tracom College of Professional Studies
Certificate in Microsoft Office Applications
Certificate in French Language
Utalii Hotel and Kenya School of Monetary Studies, Nairobi, Kenya PROFFESSIONAL QUALIFICATIONS Kenya Institute of Management Certificate in Business Management Kenya Utalii College This is a professional college that specializes in hospitality studies that has become a source of highly qualified personnel locally and internationally. Diploma in Front Office Operations Tracom College of Professional Studies Certificate in Microsoft Office Applications Certificate in French Language EDUCATIONAL BACKGROUND Moi High School, Kabarak Kenya Certificate of Secondary Education Moi Primary School, Kabarak Kenya Certificate of Primary Education
Moi Primary School, Kabarak Kenya Certificate of Primary Education