Summary
Overview
Work History
Education
Skills
References
Affiliations
Timeline
Generic
EDLIED NJUMWA

EDLIED NJUMWA

HEAD RECEPTIONIST
Dubai

Summary

PROFILE SMMARY A customer-focused Guest Relations professional with excellent communication, organizational skills and a critical thinker aiming at ensuring positive experiences for guests. I have acquired expertise in planning and coordinating friendly, efficient services to guests, scheduling activities for guests, planning and coordinating promotional activities, supporting all departments by being receptive to the needs of guests, helping guests with airline bookings and reconfirmations as well as organizing tours and excursions. My goal is to secure a suitable position in which my extensive customer service skills will prove beneficial towards the growth of the organization and help the organization meet their goals.

Overview

11
11
years of professional experience

Work History

Head Receptionist

Co Salon
05.2022 - Current
  • Restocked supplies and submitted purchase orders to maintain stock levels.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Triaged incoming calls on multi-line phone system and directed to departments based on customer needs.
  • Scheduled office meetings and client appointments for staff teams.
  • Handled complaints and questions, and re-directed calls to other team members.
  • Answered questions and addressed, resolved or escalated issues to management personnel to satisfy customers.
  • Acted as first point of contact and set appointments for prospective clients.

Guest Relations Agent

Jumeirah Beach Hotel
Dubai
10.2018 - 03.2020
  • Re-opening Team Member, Welcoming guests in a friendly and professional way
  • Addressing and escalating customer complaints
  • Providing information about facilities, programs and other services
  • Anticipate Guests needs and build rapport with customers
  • Perform cashier duties and operate the Micros Systems
  • Being attentive to details by ensuring guest is served to perfection
  • Taking Reservations and updating in Seven Rooms System

Senior Receptionist

Browz Ladies Salon
09.2020 - 03.2020
  • Welcoming guests in a friendly and professional way
  • Addressing and escalating customer complaints
  • Ensuring client journey is executed
  • Anticipate Guests needs and build rapport with customers
  • Perform cashier duties and operate the Micros Systems
  • Being attentive to details by ensuring guest is served to perfection
  • Upselling treatments
  • Consultations in facials, eyebrow mapping
  • Retail specialist – average monthly sales of Aed30k – proof can be provided on request
  • Managing opening and closing duty

Hostess/ G

Al Baleed Resort Salalah by Anantara
08.2016 - 10.2017
  • R.O, Pre-opening Team Member, Handled the reception and welcome desk
  • Confirmed guest’s bookings and reservations
  • Explained the packages offered in the restaurant
  • Got all reports in the front office and kept tabs of all arrivals, guest in house and departures
  • Operated the Micros Systems
  • Performed cashier duties
  • Made bookings on the Eat 2 Eat System
  • Prepared the monthly payroll.

Guest Relations Officer - Pre-opening Team Member

Babylon Warwick Hotel
Baghdad
09.2014 - 10.2015
  • Greeted guests upon arrival
  • Planned and coordinated friendly, efficient services to guests
  • Scheduled activities for guests
  • Plan and coordinate all promotional activities targeting guests
  • Assisted in check-ins / check-outs of guests
  • Supported all departments by being receptive to the needs of guests
  • Relayed feedback from guests to Front office Manager for action
  • Helped guests with airline bookings and reconfirmations.

Sales and Marketing Executive

Nairobi Safari Club Hotel
10.2013 - 08.2014
  • Acted as a link between the company and its potential customers
  • Gathered market and customer information
  • Challenged any objections with a view to get customer to buy our services
  • Negotiated the terms of the agreement and closed sales
  • Responded to incoming emails and phone enquiries
  • Gave presentations appropriately to make a sale
  • Advised on forthcoming product developments and discussed special promotions
  • Reviewed own sales performance as well as aimed to meet and exceed targets.

Senior Hostess

One & Only Royal Mirage Resort
Dubai
09.2012 - 09.2013
  • I was in charge of the restaurant in the absence of the manager as well as Operated the Micros Systems.

Supervisor

Subzone restaurant
Lavington
01.2012 - 06.2012
  • Monitored work organization, prepared KPI sheet, confirmed weekly and monthly stock take, checked audit and reports, kept track of the daily purchases from the suppliers and managed team motivation.

Supervisor

Artcaffe Coffee & Bakery
01.2011 - 12.2011
  • Ensured guest satisfaction, took responsibility of the company in the absence of the manager and came up with ideas that would bring growth to the company.

Guest Relations Officer

The Residence Zanzibar
01.2010 - 02.2011
  • Organized tours and excursions as well as operated the Fidelio Systems.

Hostess / Cashier - Pre-opening Team Member

The Westin Dubai Mina Seyahi Beach Resort & Marina
Dubai
01.2008 - 01.2010
  • Performed cashier duties as well as operated the Micros/Opera 3.0.

Education

Diploma - Culinary Arts / Front Office

Kenya College of Hospitality - Utalii College
2005

Certificate in QuickBooks Premier and Oracle Database Certificate in Computer Applications Kenya Certificate of Secondary Education - undefined

Skills

  • AND COMPETENCIES
  • Hospitality Management: Highly skilled at managing the servicing and entertainment that are associated with the hospitality industry and therefore ensuring vice delivery in either restaurant management, guest service and airline management
  • Teamwork: Ability to develop and maintain positive working relationships with others, support team to reach common goals as well as identify and recommend new ideas, technologies or processes to increase organizational efficiency, productivity, quality, safety and/or cost-savings
  • Guest Engagement: Expertise in resolving guest complaints and implementing change to prevent future issues; maintaining relationships with key clients and promoting the organization in and out of industry
  • Relationship Management: Experienced in cultivating, strengthening and maintaining professional relations with key clients and associations
  • Planning and Organizing: Refined planning and organizational skills that balance work, team support and ad-hoc responsibilities in a timely and professional manner
  • Team leadership: Proficient in managing the company in the absence of the Managers, leading and managing staffs as a Supervisor, setting individual targets and ensuring that individual targets are met
  • Marketing: Skilled in service positioning, customer behavior, communicating customer insights to internal stakeholders and supporting development of new business strategies and identifying top business opportunities or gaps through analysis of available reports
  • Communication skills: Exceptional communicator with strong negotiation skills, keen attention to client needs, energy / passion to sell assigned hospitality/tour products and staying abreast of competition
  • Reservation management: Experienced in reservations management of block bookings / series, airline bookings and materialization, organizing and taking tour agents on familiarization trips
  • Finance and Accounts: Experienced in performing cashier duties, preparing the monthly payroll as well as checking audit and reports Trained on QuickBooks Premier and Oracle Database
  • ICT Systems: Working Knowledge of hospitality systems: Micros Systems, Eat 2 Eat System, Fidelio Systems and Micros/Opera 30, basic computer applications the email and internet

References

REFEREES Mr. Syed Zakaria Assistant Restaurant Manager Al Baleed Resort Salalah by Anantara, Oman Tel: +96 896 970 933 Mr. Tarek Sabry Human Resource Manager The Westin Dubai Mina Seyahi Beach Resort & Marina, Dubai Tel: +971 504 502 577 Email: tarek.sabry@starwoodhotels.com Miss Rowena Quibuyen Assistant Front Office Manager Babylon Warwick Hotel, Baghdad, Iraq Email: rowenaquibuyen01@gmail.com Mr. Wilfred Lobo Manager Jumeirah Beach Hotel Tel: +971 55 500 8548 Ms. Nuzlie Nolan Operations manager Browz Ladies Salon Tel: +971 52 613 0735

Affiliations

Guest Satisfactions and Feedback Wine Training Set Up Procedures and Protocals Coffee Training Food Handling and Cuisines Grooming Standards Telephone Standards and Etiquette

Timeline

Head Receptionist

Co Salon
05.2022 - Current

Senior Receptionist

Browz Ladies Salon
09.2020 - 03.2020

Guest Relations Agent

Jumeirah Beach Hotel
10.2018 - 03.2020

Hostess/ G

Al Baleed Resort Salalah by Anantara
08.2016 - 10.2017

Guest Relations Officer - Pre-opening Team Member

Babylon Warwick Hotel
09.2014 - 10.2015

Sales and Marketing Executive

Nairobi Safari Club Hotel
10.2013 - 08.2014

Senior Hostess

One & Only Royal Mirage Resort
09.2012 - 09.2013

Supervisor

Subzone restaurant
01.2012 - 06.2012

Supervisor

Artcaffe Coffee & Bakery
01.2011 - 12.2011

Guest Relations Officer

The Residence Zanzibar
01.2010 - 02.2011

Hostess / Cashier - Pre-opening Team Member

The Westin Dubai Mina Seyahi Beach Resort & Marina
01.2008 - 01.2010

Diploma - Culinary Arts / Front Office

Kenya College of Hospitality - Utalii College

Certificate in QuickBooks Premier and Oracle Database Certificate in Computer Applications Kenya Certificate of Secondary Education - undefined

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