Jane Julliet Achieng
Customer Service Excecutive
Dubai,DU
Summary
Dynamic Guest Relations Manager at Durrani Holiday Homes, skilled in complaint handling and exceptional communication. Enhanced guest satisfaction through personalized service and effective reservation management, leading to a notable increase in positive reviews. Proven ability to train staff and implement service improvements, ensuring a memorable experience for all guests.
Overview
10
10
years of professional experience
Work History
Guest Relations Manager
Durrani Holiday Homes
02.2023 - 08.2025
- Review guest arrival schedules for the day.
- Contact guests to confirm arrival time, share check-in instructions, and address last-minute questions.
- Ensure holiday home is fully prepared: clean, stocked, and ready for guests (coordinate with housekeeping and maintenance teams).
- Prepare welcome amenities, personalized notes, or local guidebooks for premium/VIP bookings.
- Personally greet guests at the property (if in-person check-in is required), or ensure smooth self-check-in process.
- Provide property walkthrough (in-person or via video instructions) explaining appliances, amenities, house rules, and local tips.
- Confirm guest satisfaction upon arrival and be available for immediate issues.
- Stay in touch with current guests via phone, WhatsApp, or OTA messaging platforms (Airbnb, Booking.com).
- Respond promptly to questions, maintenance requests, or special needs.
- Offer recommendations for local attractions, restaurants, or services (e.g. car rental, airport transfer, baby gear rental).
- Liaise with housekeeping, maintenance, and concierge teams to fulfill guest requests (e.g., extra towels, air conditioning issues).
- Track and follow up on in-stay complaints or minor inconveniences to ensure resolution.
- Monitor guest satisfaction and anticipate needs, especially for long-stay or VIP clients.
- Confirm check-out time and share instructions for key return or lockbox drop-off.
- Inspect property after guest departure or coordinate with inspection staff.
- Send thank-you messages, request reviews, and report guest satisfaction issues internally.
- Monitor reviews on platforms like Airbnb, Booking.com, Google, and TripAdvisor.
- Respond professionally to both positive and negative reviews.
- Document guest feedback for future improvements or staff coaching.
- Prepare personalized welcome gestures or loyalty discounts for returning guests.
- Maintain guest profiles with preferences, feedback, and past stay history.
- Supervise field staff responsible for guest support, welcome kits, and property setup.
- Train new team members on hospitality standards and communication protocols.
- Update daily logs of guest interactions, service issues, and special requests.
- Track guest-related KPIs like response time, review scores, NPS, and repeat bookings.
- Report guest behavior issues or property damage to the operations or reservations team.
- Be the first contact for guests facing urgent issues (e.g., lockouts, power outages, AC not working).
- Escalate emergencies (security, safety, health) as per protocol.
- Arrange alternative accommodations if necessary due to property failure.
Reservations Excutive
Durrani Holiday Homes
02.2022 - 02.2023
- Respond to guest inquiries via phone, email, WhatsApp, and booking platforms (Airbnb, Booking.com, VRBO, direct website, etc.).
- Provide accurate information on rates, property features, availability, and policies.
- Process new reservations and update booking systems accordingly.
- Follow up with guests who made inquiries but haven’t booked yet.
- Update availability calendars on all online travel agencies (OTAs) and the property management system (PMS).
- Close or open listings as needed to avoid overbookings or optimize occupancy.
- Adjust pricing according to demand, seasonality, or last-minute trends (manual or via revenue management tools).
- Ensure payments are received for all bookings (especially for direct or bank transfer bookings).
- Issue receipts and invoices as required.
- Keep records of bookings, payments, and guest information securely and accurately.
- Handle reservation changes, date modifications, and cancellations.
- Apply cancellation policies or refunds as applicable.
- Update booking statuses across all platforms.
- Generate daily booking and occupancy reports.
- Track performance metrics like occupancy rate, revenue, booking source, and cancellation rate.
- Monitor guest reviews and feedback to improve service.
- Respond to urgent guest concerns or booking issues (e.g., double bookings, lockouts).
- Escalate serious matters to the property manager or owner if needed.
- Promote upgrades, extra services (e.g., airport pickup, early check-in, tours).
- Suggest nearby experiences to enhance guest satisfaction and generate extra revenue.
- Occasionally support marketing efforts by updating property descriptions or photos
- Coordinate with housekeeping and maintenance teams to ensure property readiness.
- Inform team of guest arrival/departure times and any special requirements.
- Confirm keys or access codes are available and accurate.
Customer Service Representative/Sales Associate
Anotah
06.2018 - 12.2021
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Classroom Assistant
Dalia Nursery School
01.2021 - 09.2021
- Set up visual aids, equipment, and classroom displays to support teacher's lesson delivery.
- Supported students with special needs, ensuring their full participation in classroom activities.
- Documented student behaviors, interventions, and outcomes to enable lead teacher to address pertinent issues.
- Aided teachers in evaluating assignments objectively through grading papers and providing constructive criticism on students'' work.
- Counted children when lined up for various activities.
- Implemented differentiated instruction techniques for students who needed additional support or challenge.
- Enhanced student comprehension by utilizing visual aids and hands-on activities in the classroom.
- Assisted in the organization of school-wide events, such as assemblies and fundraisers, to foster a strong sense of community among students, staff, and parents.
- Organized and maintained instructional materials, contributing to a well-structured learning space.
Customer Service Representative/Sales Associate
Budget Car Rental
06.2015 - 12.2017
- Greet customers warmly and professionally in person, by phone, or online.
- Understand and assess customer needs to recommend suitable vehicles.
- Provide detailed information about rental terms, insurance options, vehicle features, fuel policies, and pricing.
- Handle inquiries, resolve customer complaints, and offer solutions in a timely manner
- Process reservations through phone, email, or online booking platforms.
- Update and manage booking schedules, availability, and vehicle inventory.
- Modify, cancel, or extend reservations as requested by customers.
- Confirm bookings and send rental agreements and confirmations.
- Inspect and document vehicle condition before handover and upon return.
- Explain vehicle controls, fuel requirements, and emergency procedures to customers.
- Ensure vehicles are clean, fueled, and in good condition before delivery.
- Collect keys, complete return documentation, and calculate any additional charges (e.g. fuel, late return, damage).
- Prepare rental contracts, invoices, and receipts.
- Collect payments via cash, credit card, or online methods.
- Verify customer identity, driver’s license validity, and other required documentation.
- Maintain accurate records of transactions and customer agreements.
- Coordinate with maintenance team for vehicle servicing, cleaning, and repairs.
- Monitor and update vehicle status (available, reserved, out for service, etc.).
- Report any mechanical issues, accidents, or damages to the fleet supervisor.
- Ensure all cars are compliant with local laws, insurance, and registration requirements.
- Promote additional services such as GPS, child seats, full insurance coverage, or fuel packages.
- Recommend upgrades to higher-category vehicles when available.
- Offer long-term rental packages or corporate accounts where applicable.
- Maintain daily records of rentals, returns, payments, and fleet availability.
- Prepare end-of-shift or daily reports for management.
- Assist with marketing efforts and customer retention campaigns (e.g., loyalty programs or follow-up calls).
Education
High School Diploma -
St Charles Lwanga High School
Kenya 04.2001 -
Skills
Complaint handling
Timeline
Guest Relations Manager
Durrani Holiday Homes
02.2023 - 08.2025
Reservations Excutive
Durrani Holiday Homes
02.2022 - 02.2023
Classroom Assistant
Dalia Nursery School
01.2021 - 09.2021
Customer Service Representative/Sales Associate
Anotah
06.2018 - 12.2021
Customer Service Representative/Sales Associate
Budget Car Rental
06.2015 - 12.2017
High School Diploma -
St Charles Lwanga High School
04.2001 -
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