BRIAN OGISO
Customer Service
Dubai
Summary
Determined individual eager to apply customer service and organizational skills. Meticulous with sharp eye for cleanliness and orderliness. Strong work ethic and excitement to create warm and welcoming environment for guest and customers through delivering high standard service.
Overview
14
14
years of professional experience
Work History
Lobby Ambassador
Park Hyatt Dubai
06.2019 - Current
- Streamlined visitor check-in processes, enhancing efficiency of entry and exit procedures.
- Kept team compliant with security protocols and appearance standards.
- Provided personalized recommendations for local attractions and dining options, enhancing guests'' overall visit.
- Assisted in resolving guest complaints and issues, ensuring satisfaction with their stay at the hotel.
- Enhanced guest experience by providing exceptional assistance and prompt service as a Lobby Ambassador.
- Implemented safety procedures within the lobby area, maintaining a secure environment for all visitors and staff members.
- Facilitated the efficient flow of traffic through the lobby area, managing congestion during peak times and ensuring guest comfort.
- Acted as a point of contact between hotel guests and management to ensure any concerns or feedback were addressed in a timely manner.
- Maintained a welcoming atmosphere for all guests, contributing to positive reviews and repeat visits.
- Developed rapport with frequent guests, offering personalized attention and fostering loyalty to the hotel brand.
- Collaborated with security personnel in monitoring suspicious activity that contributed in keeping everyone safe.
- Collaborated with front desk staff to streamline check-in procedures, resulting in reduced wait times and increased guest satisfaction.
- Provided exceptional customer service to promote positive movie-going experience.
Telecommunications Operator
Airtel Kenya
02.2011 - 12.2015
- Connected callers with appropriate professional, department, or business.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Delivered exceptional customer service while managing multiple priorities simultaneously under tight deadlines.
- Strengthened client relationships by providing personalized support tailored to their individual needs and preferences.
- Managed high call volume while maintaining professionalism and composure during periods of peak demand.
- Maintained detailed records of interactions with customers for future reference and problem resolution assistance.
- Ensured compliance with regulatory requirements related to telecommunications systems operations and security measures while maintaining a safe working environment.
- Attended safety training meetings to learn procedures for handling medical and fire emergency calls.
Education
Post-Degree Certificate - Tourism And Hospitality
Utalii College of Hospitality
Nairobi, Kenya 04.2001 -
Skills
Problem-solving abilities
Exceptional communication
Team player mentality
Concierge services
Multitasking Abilities
Effective problem solving
Listening Skills
Guest Relations
Complaint Handling
Accomplishments
- Collaborated with team of 5 in the development of identifying strength.
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Timeline
Lobby Ambassador
Park Hyatt Dubai
06.2019 - Current
Telecommunications Operator
Airtel Kenya
02.2011 - 12.2015
Post-Degree Certificate - Tourism And Hospitality
Utalii College of Hospitality
04.2001 -