ERIC GITONGA KAMAU
Summary
A highly motivated Front Desk Agent with over 5 years of experience in the hospitality industry. I have a proven track record of providing exceptional customer service, managing reservations, and ensuring guest satisfaction. I possess excellent communication and organizational skills, as well as an aptitude for problem-solving and a commitment to achieve an objective.
Overview
3
3
years of professional experience
Work History
Reservation Agent
H Dubai Hotel
08.2025 - Current
- Managed guest reservations utilizing Opera Property Management System to ensure accurate bookings and optimal room allocation.
- Coordinated with front desk staff to resolve guest inquiries, enhancing customer satisfaction and service efficiency.
- Assisted in developing training materials for new reservation agents, improving onboarding processes and staff performance.
- Analyzed reservation data to identify trends, informing strategies for maximizing occupancy rates during peak seasons.
Receptionist
ERTH Hotel
09.2024 - Current
- Greeted guests warmly upon arrival and provided professional assistance throughout their stay
- Handled check-in and check-out procedures efficiently, ensuring guest satisfaction
- Managed multi-line phone systems, responded to inquiries, and directed calls appropriately
- Scheduled appointments and maintained accurate front desk logs and reservation records
- Addressed guest concerns and resolved issues promptly to uphold service quality
Receptionist
One&Only The Palm Resort
04.2023 - 08.2024
- Greeted and Checked in guests, providing a warm and professional first impression of the hotel
- Managed Guests inquiries and requests efficiently, offering information about hotel services and amenities
- Coordinated with other departments to meet guests needs and resolve issues promptly
- Answered calls and directed guests to appropriate departments
Telephone Operator
One&Only The Palm Resort
05.2022 - 04.2023
- Facilitated seamless communication between clients and staff, ensuring high customer satisfaction
- Assisted with clerical tasks such as scheduling appointments and maintaining records
- Enhanced call handling efficiency, enhancing communication
Education
Advanced Diploma - Business Administration
Catholic University of Eastern Africa
01.2017
Kenya Certificate of Secondary Education - undefined
Emmanuel High School
01.2013
Skills
- Customer Service Excellence
- Opera System Efficiency
- LQA Standards Knowledge
- Forbes Guidelines
- Alice Software Expertise
- Reservation Management
- Administrative Support
- Data Entry
- Telephone Etiquette
- Cultural Sensitivity
- System Proficiency
- Service Excellence
Language
English (Fluent)
Swahili (Fluent)
Hobbies
Football & Swimming, Traveling, Emerging Technologies
Accomplishments
- Recognized for flawlessly managing reception operations during a 300+ guest turnover in a high-demand season
- Led a sustainability effort at the front desk by digitizing guest registration forms, cutting paper usage.
Timeline
Reservation Agent
H Dubai Hotel
08.2025 - Current
Receptionist
ERTH Hotel
09.2024 - Current
Receptionist
One&Only The Palm Resort
04.2023 - 08.2024
Telephone Operator
One&Only The Palm Resort
05.2022 - 04.2023
Advanced Diploma - Business Administration
Catholic University of Eastern Africa
Kenya Certificate of Secondary Education - undefined
Emmanuel High School