Christine Wambui
Dubai,UAE
Summary
Highly-motivated, Front Office Manager with years of proven leadership skills within the Front Office, housekeeping and recreation environment. This includes high drive for results, innovation, strong administrative skills, attention to details, ability to adapt, time management skills, project leadership, communication skills and proven customer service excellence.
Overview
20
20
years of professional experience
Work history
Front Office Manager
Hotel Indigo Dubai Downtown
Dubai , UAE
04.2022 - Current
- Managing, training and developing 22 front office staff to consistently exceed individual performance KPIs.
- Driving guest experience by anticipating needs and preferences, cutting complaints by 60%.
- Effectively promoting brand loyalty IHG One Rewards program, boosting repeat bookings by 65 %.
- Controlling expenditure, overseeing purchasing and maintaining accurate counts.
- Forecasting occupancy demand and monitoring staff availability to create balanced, cost-effective shift schedules.
- Handling customer complaints calmly and professionally to maintain hotel reputation.
- Managing hotel budgets through careful planning and business strategy.
- Using customer satisfaction survey findings to address improvement areas.
- Facilitating accurate performance assessment, hosting monthly strategy meetings to review key metrics.
- Providing outstanding guest experience by ensuring team members has current knowledge of hotel products, services and policies.
- Maximizing front desk efficiencies by producing well-structured, comprehensive training manuals.
Front Office Manager
Rove La Mer Beach Hotel
Dubai, UAE
08.2020 - 04.2022
- Drove guest experience by anticipating needs and preferences hence increasing online social media ranking for Trip Advisor 39/854 in 2022 hotels and booking.com ranked at 8.9 with 1500+ reviews.
- Managed, trained and developed 22 front office staff who consistently exceeded individual performance KPIs right from pre-opening.
- Maximized front desk efficiencies by producing well-structured, comprehensive training programs and standard operating procedures
- Maintained brand image by monitoring appearance, standards and performance of front office staff.
- Ensured timely and effective communication with guests on social platforms, reviews responses and telephone calls by achieving target of 99% success rate.
- Analyzed costs and looked for ways to increase revenues, achieved increased departmental profit by 33 % above budget in 2022.
- Created and managed safe work environment for both staff and guests while adapting to the new norm.
- Ensured maximum guest satisfaction by constantly reviewing, innovating and looking at trends so as to create a fuss-free experiences at every touch point. Achieved Net Promoter Score of 72 in 2022
Front Office Manager
Rove Dubai Marina
Dubai, UAE
03.2018 - 07.2020
- Drove Guest Engagement and Satisfaction by maintaining highest quality scores on Review Pro for both Online (94%) and Hotel Survey (4.5)
- Developed Standards of Operating Procedures for the team
- Green Champion for the sustainability program
- Budget planning and Revenue Management strategies for the department
- Key achievements awarded includes Mid-Market Hotel Team of the Year prestigious award by the Hotelier Middle East in 2018. Traveler’s Choice Awards by Trip Advisor, consistent 9.1 ranking in Booking.com with over 5K reviews
- Oversaw Hotel’s Operations in the Absence of General Manager.
- I was responsible for Profit and Loss Statement and KPI’s of the department
Assistant Front Office Manager
The Address Montgomerie Dubai
Dubai, UAE
05.2014 - 02.2018
- Managed daily rooms department operations including Guest Service, concierge, housekeeping and recreation departments
- Achieved 7 Internationally recognized awards for the hotel in 2017
- Though increased ratings on Trip Advisor and outstanding guest experience under my leadership, hotel was awarded a prestigious 2016 Travelers’ Choice Award by Trip Advisor
- Awarded best golf hotel in Dubai during the World Golf Awards in 2015 and 2016
- Achieved to scoop awards for Asia’s Best Relaxation Retreat during the 2016 World Boutique Hotel Awards in 2016.
- Prepared financial budgets for rooms division and monitored closely to ensure achievement of financial results and overall GOP.
- Led the pilot launch for the new loyalty program U By Emaar, and loyalty champion representative for the property.
- Led rooms renovation project.
Assistant Front Office Manager
Nuran Serviced Residences
Dubai , UAE
06.2010 - 05.2014
Rooms Coordinator
Intercontinental Dubai Festival City
Dubai, UAE
09.2007 - 12.2009
Guest Service Agent
Intercontinental Nairobi
Nairobi, Kenya
10.2005 - 09.2007
Education
Introduction to Revenue Management
Ecornell University
Online06.2019
Front Office Management
Kenya Utalii College
Nairobi, Kenya09.2005
Skills
- Staff engagement techniques
- Loyalty schemes knowledge
- Reception management
- Complaint resolution
- Payroll cost analysis
- Opera PMS
- Coaching, training and mentoring
- Guest retention strategies
- Inspiring team leadership
- Financial forecasting
- Guest relations management
- Hospitality management
- Strong business acumen
- Highly organised
Travelling
I love travelling
Timeline
Front Office Manager
Hotel Indigo Dubai Downtown
04.2022 - Current
Front Office Manager
Rove La Mer Beach Hotel
08.2020 - 04.2022
Front Office Manager
Rove Dubai Marina
03.2018 - 07.2020
Assistant Front Office Manager
The Address Montgomerie Dubai
05.2014 - 02.2018
Assistant Front Office Manager
Nuran Serviced Residences
06.2010 - 05.2014
Rooms Coordinator
Intercontinental Dubai Festival City
09.2007 - 12.2009
Guest Service Agent
Intercontinental Nairobi
10.2005 - 09.2007
Introduction to Revenue Management
Ecornell University
Front Office Management
Kenya Utalii College