Irene W. Kinyanjui
Dubai
Summary
A highly motivated and customer-centric professional with an extensive experience in the hospitality industry. Proven problem-solver with resourcefulness to handle unprecedented challenges. Detail-oriented team player, organizer and delegator with constant focus on adherence to processes and standards that lead to complete customer satisfaction.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Assistant Director of Front Office
Amwaj Rotana Hotel – JBR
01.2024 - Current
- Increasing performance efficiency through automation of processes.
- Establishing customer-centric cultures by prioritizing guests needs.
- Budget control by monitoring monthly Profit and loss report
- Preparing and presenting monthly quality action plans for service improvements.
- Driving for results by operating with a personal ownership of goals and objectives.
- Problem solving by anticipating and handling complex guest issues and concerns.
- Managing and retaining relationships with new and existing guests by providing high customer service.
- Managing people performance through weekly training and coaching.
- Teamwork and collaborating with other departments to ensure smooth guest operations.
- Increasing talent development through raining and staff development.
- Fostering diversity and inclusion within team members by celebrating cultural differences.
- Built and managed processes for tracking and monitoring department performance.
- Updating reports, managing accounts, and generating reports for company database.
- Documenting, publishing and updating administrative and executive procedures and practices and establishing internal communication processes.
Assistant Front Office Manager
Swissôtel Al Ghurair & Swissôtel Living Al Ghurair
10.2022 - 12.2023
- Planned for business through identifying resources needed for operations, such as personnel, equipment, and technology.
- Increased online reputation surveys by 50% through creating guest feedback collection program.
- Improved upselling target by 10% by introducing new opportunities to the program.
- Reduced customer issues by 70% with introduction of live surveys and questionnaires.
- Increased team motivation by planning quarterly team building activities.
- Ensuring effective internal and external communication by writing memos and correspondences.
Guest Relations Manager
Swissôtel Al Ghurair & Swissôtel Living Al Ghurair
01.2018 - 09.2022
- Coordinated and managed communication between stakeholders.
- Analyzed guest feedback and provided strategic direction for improvement.
- Anticipated and exceeded guest needs to ensure satisfactory stays.
- Collected and resolved all guest dissatisfaction.
- Liaised with operations teams to increase overall guest experience.
Guest Service Manager
Al Ghurair Hotel & Al Ghurair Living Managed by Accor Hotels
07.2017 - 12.2018
- Developed and implemented service strategies that enhanced customer experience by 40%.
- Created and maintained a guest database that increased data collection.
- Fostered a customer-centric culture within service teams by emphasizing empathy, professionalism and effective problem solving.
- Prepared and presented regular service audit reports to senior management for improvements.
Assistant Guest Service Manager
Al Ghurair Arjaan and Al Ghurair Rayhaan by Rotana Hotels
05.2016 - 06.2017
- Streamlined check-in processes to decrease waiting times and increase customer satisfaction.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Assisted guests with check-ins, account inquiries, and any additional services needed.
- Assisted guests with check-ins, account inquiries, and any additional services needed.
Assistant Executive Lounge Manager
Al Ghurair Arjaan and Al Ghurair Rayhaan by Rotana Hotels
10.2014 - 04.2016
- Managed day-to-day operations including staffing, scheduling, and resource allocation that ensured seamless and well-organized operation
- Handled the needs of VIP guests with speed to achieve optimal satisfaction and maintain long-term loyalty.
- Maximized customer service by training staff, overseeing operations, and resolving issues.
- Achieved the highest number of colleague recognition on the survey platforms 2 years in a row.
- Implemented effective inventory control systems to reduce food spoilage and waste.
- Maximized quality assurance by completing frequent line checks.
Assistant Business Lounge Manager
Al Ghurair Arjaan and Al Ghurair Rayhaan by Rotana Hotels
11.2012 - 09.2014
- Managed a team that received over 500 calls per day by ensuring effective handling of both internal and external customers.
- Supervised daily operation in the Business center to meet the needs of the clients and visitors.
- Created effective employee schedules maintaining coverage at peak times and minimizing labor costs
Guest Relations Supervisor
Towers Rotana Hotel
04.2011 - 10.2012
- Handled all special requests and ensured that they were catered in a personalized manner.
- Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
- Prepared and streamlined group arrivals and departures and provided information pertaining to their stay.
- Welcomed all guests by gathering information pertaining to their visit and offering assistance accordingly.
- Responded to incoming guests requests , telephone calls, and email inquiries with efficiency and professionalism.
Front Desk Team Leader
Towers Rotana Hotel
06.2009 - 03.2011
- .Checked guests in and out of hotel, made reservations, and processed payments
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service
- Trained new staff on correct procedures, compliance requirements, and performance strategies
- Performed wide-ranging administrative, financial and service-related functions.
- Drafted common document templates to reduce time spent creating documents from scratch.
Front Desk and Executive Lounge Agent
Towers Rotana Hotel
10.2005 - 05.2009
- Provided high level of customer service to each person by engaging customers and using active listening and effective interpersonal skills.
- Increased loyalty by promoting and enrolling guests to the loyalty program
- Reviewed and updated customer information in the PMS to maintain up-to-date records for high-quality service.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Performed the check-in and check-out procedures by adhering to the standard of procedures
-
Education
Certified Business Administrator (CBA) -
American Institute of Business & Management
Dubai, UAE04.2023
Certified Human Resources Professional (CHRP) -
American Institute of Business & Management
Dubai, UAE06.2023
Certificate in Reception Techniques -
Kenya Utalii College
Nairobi,Kenya12.2003
Microsoft office programs -
United Micro Care Systems
Nairobi,Kenya09.2003
High School Diploma -
Muthiga High School
Thika, Kenya11.2002
Skills
- Customer Service Management
- Managing Operation and People performance
- Problem solving and Decision making
- Effective communication
- Leadership and teamwork
- Organization and Time management
- Adaptability
- Computer Literacy
- Expense Reporting
- Staff Training and Development
- Relationship Building
- Interdepartmental Coordination
Certification
- On Job Training – Train the Trainer.
- Destination leadership training.
- Managing employee development.
- Inspire Life.
- Managing People Performances.
- TSA upselling course.
Achievementsandawards
- Revamped and implemented new guest and VIP welcome amenities in Amwaj Rotana.
- Implemented a loyalty program for
- Achieved 2 main Key performance indicators (KIP's) for 2022.
- Selected as the Leader of quarter 4 2021 & quarter 3 2023
- Successfully pioneered the opening of the first Business Lounge in Rotana Hotels.
- Awarded an appreciation letter for achieving a score of 91.80% in the F.O. audit in 2011.
- Selected as the employee of the month of June 2008.
- Presented with the Rotana WOW guest Award for Excellence in customer service delivery.
Accomplishments
- Revamped and implemented guest welcome amenities with a 30% decrease in cost.
- Implemented a loyalty program for Amwaj Rotana Booking.com guests that led to an increase 8.5 rating on the platform.
- Achieved 2 main Key performance indicators for 2022-(Guest rating and revenue increment).
- Selected as the Leader of quarter 4 in 2021 & quarter 3 in 2023
- Successfully pioneered the opening of the first Business Lounge in Rotana Hotels.
- Awarded an appreciation letter for achieving a score of 91.80% in the F.O. audit in 2011.
- Selected as the employee of the month of June 2008.
- Presented with the Rotana WOW guest Award for Excellence in service delivery.
References
Available upon request.
Timeline
Assistant Director of Front Office
Amwaj Rotana Hotel – JBR
01.2024 - Current
Assistant Front Office Manager
Swissôtel Al Ghurair & Swissôtel Living Al Ghurair
10.2022 - 12.2023
Guest Relations Manager
Swissôtel Al Ghurair & Swissôtel Living Al Ghurair
01.2018 - 09.2022
Guest Service Manager
Al Ghurair Hotel & Al Ghurair Living Managed by Accor Hotels
07.2017 - 12.2018
Assistant Guest Service Manager
Al Ghurair Arjaan and Al Ghurair Rayhaan by Rotana Hotels
05.2016 - 06.2017
Assistant Executive Lounge Manager
Al Ghurair Arjaan and Al Ghurair Rayhaan by Rotana Hotels
10.2014 - 04.2016
Assistant Business Lounge Manager
Al Ghurair Arjaan and Al Ghurair Rayhaan by Rotana Hotels
11.2012 - 09.2014
Guest Relations Supervisor
Towers Rotana Hotel
04.2011 - 10.2012
Front Desk Team Leader
Towers Rotana Hotel
06.2009 - 03.2011
Front Desk and Executive Lounge Agent
Towers Rotana Hotel
10.2005 - 05.2009
Certified Business Administrator (CBA) -
American Institute of Business & Management
Certified Human Resources Professional (CHRP) -
American Institute of Business & Management
Certificate in Reception Techniques -
Kenya Utalii College
Microsoft office programs -
United Micro Care Systems
High School Diploma -
Muthiga High School
- On Job Training – Train the Trainer.
- Destination leadership training.
- Managing employee development.
- Inspire Life.
- Managing People Performances.
- TSA upselling course.
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