Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Internship
Timeline
Generic
CAROLYNE ASAVA

CAROLYNE ASAVA

Dubai

Summary

Experienced hospitality professional with a diverse skill set in customer service, hospitality management, marketing, sales, and communication. Strong understanding of organizational and business practices. Goal-driven approach and exceptional interpersonal communication skills to foster relationships within cross-functional teams. Versatile in providing innovative business solutions that integrate social and economic aspects of the tourism industry.

Overview

16
16
years of professional experience

Work History

Cluster Restaurant Reservations Agent

Jumeirah Hotels and Resorts
04.2023 - Current


  • Upselling of new offers, packages and alternative outlets incase of fully booked venues.
  • Providing outstanding customer service by addressing client inquiries and resolving issues professionally and courteously.
  • Shift in charge -managing the shift operations in absence of the managers.
  • Certified departmental trainer-implementing cross-training initiatives within the reservations team to promote versatility in handling diverse job responsibilities
  • Processing payments securely while adhering to strict confidentiality guidelines regarding personal financial information.
  • Managing high call volume with exceptional attention to detail, resulting in fewer booking errors and cancellations.
  • Utilizing advanced reservation software systems(seven rooms) effectively to manage bookings, track availability, and update guest records accurately.

Hostess

Cove Beach, Caesar Palace Dubai
05.2022 - 12.2022
  • Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
  • Took reservations by phone, answered customer questions, and informed of accurate wait times.
  • Demonstrated strong multitasking skills, balancing responsibilities such as answering phone calls, greeting guests, and updating reservation logs simultaneously.
  • Answered customer questions about hours, seating, and menu information.
  • Advised customers about special offerings and menu items to help drive sales.


Royal Service Agent

Raffles The Palm
09.2021 - 04.2022
  • Managed multiple phone lines efficiently, directing calls to appropriate departments or personnel for swift resolution of issues.
  • Maintained a high level of professionalism while interacting with guests, demonstrating excellent communication and problem-solving skills.
  • Collaborated with other Royal Service Agents to ensure seamless coverage during peak times, reducing guest wait times for assistance.
  • Acted as a knowledgeable resource for guests, providing information on local attractions, events, and dining options tailored to their interests.
  • Managed restaurant bookings using the ServeMe software

Telephone Operator

Delta Hotels by Marriott, JBR
01.2020 - 08.2021
  • Operated switchboard and routed incoming calls to appropriate departments.
  • Responded to customer inquiries with patience and positivity to establish excellent first impression.
  • Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
  • Directed incoming calls to internal personnel and departments, routing to best-qualified department.
  • Solved customer inquiries promptly and effectively.
  • Certified departmental trainer- I was responsible for ensuring all new joiners and old colleagues received adequate training to ensure they were well equipped to perform their duties.

Guest Concierge

Duserve Facilities Management
01.2018 - 12.2019
  • Managed concierge desk operations, maintaining organization and prioritizing tasks for maximum effectiveness.
  • Trained new team members on best practices in customer service, fostering a culture of excellence within the department.
  • Conducted quality control checks throughout various aspects of our offerings ensuring optimal guest experience.
  • Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.

Cashier

Centrofood Industries Limited
06.2016 - 11.2017
  • Greeted customers entering store and responded promptly to customer needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Assisted customers with returns, refunds and resolving transaction issues.

Receptionist

Centrofood Industries Limited
10.2014 - 05.2016
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Kept reception area clean and neat to give visitors positive first impression.

Restaurant Hostess

Eden's Pot Restaurant
09.2012 - 09.2014


  • Provided exceptional service through friendly interactions with customers, answering questions and addressing concerns.
  • Managed seating chart and monitored activity in restaurant to keep constant and efficient dining flow.
  • Collected information from arriving customers to seat groups or place them on waitlist.

Volunteer

Africa Christian Missions International
10.2011 - 08.2012
  • Student mentorship in colleges around Thika town
  • Fostered a sense of camaraderie among student volunteers with team-building events and activities that encouraged collaboration and mutual support.
  • Inspired a sense of civic responsibility in students by organizing guest speakers from various religious organizations or sharing success stories from past volunteers.
  • Enhanced the overall volunteering experience for student volunteers with consistent communication, support, and feedback.

Intern

Karen Country Club
05.2009 - 08.2009


  • Gained valuable experience working within the hotel industry, applying learned concepts directly into relevant work situations.
  • Food production - Assisted in mise en place in the kitchen
  • Food and beverage service in the main restaurant
  • Served as an assistant barman in the main bar.
  • Restocked bar supplies and made beverages for clients.

Education

Bachelor of Science - Hospitality and Tourism Management

KENYATTA UNIVERSITY
12-2010

Kenya Certificate of Secondary Education - High School Certificate

KEVEYE GIRLS HIGH SCHOOL
01.2003

Skills

  • Reservation management
  • Upselling techniques
  • Customer service
  • Payment processing
  • Proficient in Seven rooms, serVme and Opera cloud
  • Email etiquette
  • Communication skills
  • Team training
  • Complaint resolution
  • Call handling
  • Patience and composure

Accomplishments

  • February 2025- Obtained UAE driving license
  • Departmental trainer -Jumeirah hotels and resorts since July 2024
  • Colleagues of the month- Restaurant reservations department Jumeirah hotels and resorts in November 2023 and November 2024
  • Departmental trainer Delta by Marriott - June 2021
  • Won the best painting competition during the Marriott take care activities in 2021
  • Awarded concierge of the month for September 2018
  • Awarded concierge team leader of the month in October 2018
  • Dubai way champion

Languages

English
Swahili

Internship

Karen Country Club, Kenya, 05/2009, 08/2009, Worked hand in hand with supervisors in food production and food and beverage service.

Timeline

Cluster Restaurant Reservations Agent

Jumeirah Hotels and Resorts
04.2023 - Current

Hostess

Cove Beach, Caesar Palace Dubai
05.2022 - 12.2022

Royal Service Agent

Raffles The Palm
09.2021 - 04.2022

Telephone Operator

Delta Hotels by Marriott, JBR
01.2020 - 08.2021

Guest Concierge

Duserve Facilities Management
01.2018 - 12.2019

Cashier

Centrofood Industries Limited
06.2016 - 11.2017

Receptionist

Centrofood Industries Limited
10.2014 - 05.2016

Restaurant Hostess

Eden's Pot Restaurant
09.2012 - 09.2014

Volunteer

Africa Christian Missions International
10.2011 - 08.2012

Intern

Karen Country Club
05.2009 - 08.2009

Kenya Certificate of Secondary Education - High School Certificate

KEVEYE GIRLS HIGH SCHOOL

Bachelor of Science - Hospitality and Tourism Management

KENYATTA UNIVERSITY

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