Alice Njoroge
Customer Care Representative
Dubai, alice
Summary
CAREER SYNOPSIS Energetic, driven and motivated leader with a record of initiative and results, strong ethics and values. Exceptional relationship building and communication skills evidenced by the ability to excel at establishing collaborative relationships with colleagues, Senior Management Executives and Guests. Proven ability to build and be part of a team. Expert at driving sales through the implementation of strategic sales plan. A natural motivator and mentor with exceptional leadership experience Excellent reputation for resolving problems and improving customer satisfaction seeking to maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solvingskills. Organized and dependable candidate successful at managing multiplepriorities with a positive attitude. Willingness to learn and take on added responsibilities to meet team goals. Friendly and polished . Expertly provides individualized guest service and manages VIP requests. Versed in coordinating reservations, updating accounts and promoting customer satisfaction.
Overview
10
10
years of professional experience
1
1
year of post-secondary education
Work History
Team Leader
Hyatt Centric Jumeirah Dubai
08.2023 - Current
- Star Boutique Lifestyle Hotel
- Provide leadership and guidance to a team of Guest Service Center Officer(GSCOs)
- Foster a positive and motivating work environment that encourages teamwork and excellence in guest service
- Conduct regular team meetings and training sessions to ensure the team is well-informed and up to date on all policies, procedures, and resort information
- Set the standard for exceptional guest service and ensure that GSCOs follow suit
- Monitor and evaluate guest interactions to maintain service quality and address any service issues promptly
- Act as a role model for team members, demonstrating outstanding customer service skills
- Oversee the daily operations of the guest service center, including call handling, message handling, and use of standard phraseology
- Ensure adherence to duty rosters, punctuality, and compliance with standard operating procedures
- Serve as the point of contact for any guest-related matters, working closely with other hotel departments to meet guest needs
- Facilitate communication during emergencies and ensure all relevant parties are informed and prepared
- Maintain up-to-date knowledge of VIP/RSVP guests, repeat guests, and hotel facilities
- Ensure that GSCOs are well-informed about the resort, its services, and the competition
- Maintain accurate records, including CID-related messages and information
- Handle shift handovers and ensure that guest data is updated promptly and correctly in CID systems
- Participate in training programs for the Front Office Department and provide coaching and feedback to
- GSCOs for their professional development
- Communicate effectively with the Duty Manager and other relevant departments.
Guest Service Officer
Hyatt Centric
Dubai
09.2021 - 07.2023
- (Boutique Lifestyle 5-star Hotel)
- Working as a Guest Service Officer I am responsible for delivering the “WOW” impression to the guests, while always demonstrating exemplary problem-solving skills and Customer care skills
- Responsible in making sure that extra revenue is generated by upselling, excursions, transfers, guest’s celebrations and onboard amenities
- Checks in guest in an efficient and friendly manner, using guest name whenever possible
- Issues correct keys to the guest
- Checks out guest at end of stay
- Ensuring that guest is assigned type of room requested and the correct rate is charged
- Handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolving customer complaints; assisting customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events and directions
- Accepts reservations, changes and cancellations in the absence of Reservations Department Staff
- Can answer guest calls and direct them appropriately in the absence of a Communications Operator
- Assists with responsibilities in the areas of the Concierge, Hotel Ambassadors Bell Staff, Guest Relations, and lobby coverage
- Manage guest records by filing and log guest database on both Opera and Vicas.
Team Leader Customer Care/ Call
Chapacopy Ltd
12.2016 - 08.2021
- Overseeing smooth operations of the call Center and leading a team of 10
- Provide service information to customers both on call and on location
- Handling incoming and outgoing calls and responding to emails
- Resolving customer complaints/queries
- Documentation of customer records
- Report completion for call logs and follow-ups
- Identify issues and escalate to relevant person
- Follow up on customers regarding company services
- Responding to customer surveys about the company
- Training junior staff on the role and help track KPI’s.
Senior Executive
Estex Holding Ltd
01.2014 - 10.2016
- Take responsibility for the administration of the company
- Maintaining statutory books, including registers of members, directors, and secretaries, and shareholders with all their past and present shareholdings
- Organizing board meetings and annual general meetings
Education
No Degree - Computer
Thogoto Youth Polytechnic
Nairobi Kenya 2010.07 - 2011.08
Skills
- Area of Expertise
- Call Center
- Telemarketing
- Front Office
- Hospitality Management
- Tourism and Adventure
- Customer Service
- Reservations
- Sales and Marketing
- Guest Relations
- Basic Accounting
- Technological Proficiency
- Microsoft Office
- Microsoft teams
- Outlook
- Opera
- Vicas
- Micros
- Odoo Pos
- Zoom
- Switchboard
Work Preference
Work Type
Full TimeWork Location
On-SiteImportant To Me
Company CultureWork-life balanceCareer advancementHealthcare benefitsTeam Building / Company RetreatsPersonal development programsFlexible work hoursAccomplishments
- Supervised team of 10 staff members.
- Achieved survey assigned target of 100 positive reviews Five star rating within a month through effectively helping with meeting guest during their stay to find out if they are happy and if not, making sure they are looked up on keenly.
- Collaborated with team of 10 in the implementation of "Best foot forward" project aimed at encouraging and motivating best performing team member which has resulted to the team members actively participating fully in assigned chores.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Timeline
Team Leader
Hyatt Centric Jumeirah Dubai
08.2023 - Current
Guest Service Officer
Hyatt Centric
09.2021 - 07.2023
Team Leader Customer Care/ Call
Chapacopy Ltd
12.2016 - 08.2021
Senior Executive
Estex Holding Ltd
01.2014 - 10.2016
No Degree - Computer
Thogoto Youth Polytechnic
2010.07 - 2011.08
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