CAROLINE NGIGI
DUBAI,UNITED ARAB EMIRATES
Summary
Experienced and resourceful Front Desk Supervisor with a Diploma In Law at The Kenya School of Law in Kenya. I lead with excellence in staff management, conflict resolution and seamless guest experience. I am a Self-motivated and hard-working enthusiastic team member with good interpersonal skills, communications skills, oral and written skills, Eager and quick to learn.
Overview
13
13
years of professional experience
Work history
Front Desk Supervisor
RIU HOTELS AND RESORTS
Dubai, United Arab Emirates
01.2022 - Current
- Addressing guests requests in the best way possible
- Ensuring effective communication among all areas of the front desk
- Training, motivating and supervising all staff within the scope of responsibility
- Ensuring that guests are not made to wait for service or information
- Coordinating with Housekeeping department on room requirements of the day
- Ensuring that requirements of the groups are met and ensuring proper accounting of charges is in order
- Following up on outstanding charges of the guests in house
- Replying to guests emails and requests
- Handling the tasks of conducting yearly and periodic performance evaluations of receptionists(KPI)
- Ensuring all team members adhere to standard operating procedures
- Allocating rooms to expected arrivals after checking the guest's preferences and special requests
- Controlling cash transactions at the front desk
- Ensuring front office log book is always updated and acted upon
- Acting as the role model by sharing my expertise and continually inspiring the front desk team by conducting daily trainings and occasional tests on their product knowledge
- Performing other duties as assigned, requested or deemed necessary by management.
Head Receptionist
RIU HOTELS AND RESORTS
Dubai
01.2020 - 12.2021
- To co-ordinate the day to day work of all reception staff through individual work plans, setting clear aims and objectives
- To work with the team to be able to deal with customer comments and diffuse any difficult customer situations and responding to online comments
- To fully induct all new Reception staff, ensuring that all relevant operational / emergency procedures are clearly explained and understood
- Preparing and maintaining guest register records and sending copies to various departments by end of the day
- Answering a multiple line phone system, managing calls by routing them to the proper extensions
- Conducting the hand over between shifts, ensuring that all relevant staff are in attendance and that all pertinent information is passed accurately to the oncoming shift.
Assistant Reception Team Leader
PREMIER INN HOTEL
Dubai
01.2018 - 01.2020
- Handle general enquires received at the Front Desk, either from in house guests or from non_residents
- To assist the Reception Management Team in supervising the Front Desk (Reception) operation and communication
- To assist in maintaining and/or developing agreed operating procedures relating to Front Desk
- Carry out the registration procedures required for guests wishing to stay at the hotel, ensuring that both local law and the hotel's credit policy are adhered to at all times
- Sell rooms to prospective guests arriving without reservations, ensuring that the maximum revenue is reached without losing the sale
- Conduct and assist with private group check-ins
- Check the details of completed registration cards against those in the property management system to ensure that this has been updated correctly and that a payment method has been secured
- To action and resolve all traces on a daily basis
- To assist the Guest Service executive in their duties when required.
Receptionist
RADISSON BLU HOTEL
Dubai
11.2017 - 01.2018
- Welcome guests to the hotel in a polite, friendly and helpful manner
- Register & process guests and their assigned rooms
- Accommodate guest requests
- Communicating with hotel staff on the status of guest rooms
- Handling cash payments
- Maintain a clean and neat front desk area
- Anticipate guests needs, Deliver excellent customer service and delight at all times
- Handle all enquiries in a professional and courteous manner, in person, on phone or via email
- Administer all reservations, cancellations, and no-shows, in line with company policy.
Waitress/Hostess
RADISSON BLU HOTEL
Dubai
09.2017 - 11.2017
- Greeting all guests and escorting them to their allocated tables
- Accurately recording, pre-checking, and picking up all food and beverage orders
- Setting tables as needed prior to guests arrival
- Maintaining a thorough working knowledge of food and beverage menus and advising guests on selection and promote sales at all times
- Making clear orders to kitchen production and bar regarding beverages registering orders according to hotel procedures
- Checking the restaurant reservations lists frequently during shift
- Making bookings for the guests
- Allocating daily bookings to the table plan and ensuring that all menus and memos are ready at the desk prior to each service.
Cashier
RADISSON BLU HOTEL
Dubai
09.2017 - 11.2017
- Managed cash and sales transactions in dining facilities
Paralegal
MWITI AND COMPANY ADVOCATES
Nairobi
01.2015 - 01.2017
- Receiving Clients
- Making Appointments
- Dealing with clients in the absence of the Advocate and assist the lawyer in the courtroom
- Responding to client's needs
- Drafting/Typing office documents like Sale Agreements, Leases, Transfers, Consents, Letters, Affidavits, acknowledgements etc
- Check and edit legal forms and documents for accuracy
- Handling of incoming, outgoing telephone calls emails and faxes
- Corresponding to letters
- Training and induction of new employees and pupils
- Banking/withdrawing cash and cheques
- Taking briefing in Courts on behalf of the advocate.
Paralegal/Messenger
J.HARRISON KINYANJUI & COMPANY ADVOCATES
Nairobi
01.2013 - 01.2015
- Help prepare legal arguments, applications, declarations and motions
- Prepare correspondence
- Check and edit legal forms and documents for accuracy
- Build and maintain databases and files
- Organize and track case files
- Review and monitor new and updated laws and regulations
- Maintain law library
- Co-ordinate law office activities such as going to government press to collect gazette for specific times, deliver letters to law firms of concern
- Locate and interview witnesses at times
- Help with trial preparation including witness lists, exhibits and trial binders
- Assist the lawyer in the courtroom if he is held up somewhere to take case brief.
Pre-Teacher
EXCELLENT ACHIEVERS ACADEMY
Nairobi
01.2011 - 01.2013
- To carry out effective planning and assessment
- To take responsibility for the keeping of Learning Journeys in the Kindergarten
- To write reports for pupils in the Kindergarten
- To follow the requirements of Early Years Foundation Stage at Excellent Achievers Academy
- To ensure equality of opportunity and positive behaviour management strategies in Kindergarten
- To support events such as concerts, sports days and open classroom afternoons
- To organize and develop learning materials and resources
- To support Reception classes as required by Head of Early Years or management team
- To help run wide range of cultural and sporting enrichment opportunities as part of the Early Years team
- To show interest in and support the academic and emotional progress of the pupils as they rise through the school.
Education
Diploma - LAW
KENYA SCHOOL OF LAW
Nairobi KenyaSkills
- Computer skills: Microsoft Office, proficiency in email, word processing, internet navigation skills, knowledge of spreadsheet software and data entry
- Technical: Accounting, proficiency in using office equipment's like printers, scanners, phone systems, understanding basic cybersecurity practices and maintaining confidentiality when handling electronic information
- Professional/Social: Teamwork, Project-Management, Communication, Leadership, Organization, effective communication, both verbal and written, active listener, strong interpersonal skillsProblemsolving, Attention to detail
- Languages: English (Fluent), Swahili(Native) Other Languages - Basic Arabic
- Guest services
- Exemplary customer service
- Administrative skills
- Hospitality services
- Reservations systems
- Night audit
- Payment processing
- Team building
Languages
English
Fluent
References
References available upon request.
Timeline
Front Desk Supervisor
RIU HOTELS AND RESORTS
01.2022 - Current
Head Receptionist
RIU HOTELS AND RESORTS
01.2020 - 12.2021
Assistant Reception Team Leader
PREMIER INN HOTEL
01.2018 - 01.2020
Receptionist
RADISSON BLU HOTEL
11.2017 - 01.2018
Waitress/Hostess
RADISSON BLU HOTEL
09.2017 - 11.2017
Cashier
RADISSON BLU HOTEL
09.2017 - 11.2017
Paralegal
MWITI AND COMPANY ADVOCATES
01.2015 - 01.2017
Paralegal/Messenger
J.HARRISON KINYANJUI & COMPANY ADVOCATES
01.2013 - 01.2015
Pre-Teacher
EXCELLENT ACHIEVERS ACADEMY
01.2011 - 01.2013
Diploma - LAW
KENYA SCHOOL OF LAW
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