JAPHETH OKOTH
DSubai,UAE
Summary
Personable Guest Service Associate with knack for creating memorable guest experiences. Enhanced customer satisfaction through quick problem-solving and personalized service. Recognized for fostering welcoming atmosphere that encourages repeat visits.
Overview
9
9
years of professional experience
6
6
years of post-secondary education
Work history
Guest Service Associate
DUBAI SAFARI PARK
Dubai, UAE
2020.08 - 2026.04
- Resolved billing issues efficiently, improved overall experience for guests.
- Strengthened relationships with regular clients through personalized service offerings.
- Fostered customer loyalty with exceptional service and attention to detail.
- Assisted with check-ins and check-outs for smoother transitions.
- Handled cash transactions securely, reduced discrepancies in financial reporting.
- Streamlined front desk operations, improved efficiency.
- Created warm welcome experiences, fostered repeat business from guests.
- Enhanced guest satisfaction by promptly addressing complaints and concerns.
- Collaborated closely with other departments for seamless service delivery.
Customer Service Representative
EMAAR - DUBAI AQUARIUM
Dubai, UAE
2018.03 - 2020.07
- Offered technical support, leading to enhanced user experience.
- Assisted customers in making informed decisions by providing detailed product information.
- Streamlined processes through efficient record keeping.
- Provided top-notch support for increased customer satisfaction.
- Facilitated customer loyalty programmes to enhance customer retention.
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Assisted customers with varying questions using product knowledge and service expertise.
- Handled phone, email and social media enquiries with consistent customer service across multiple channels.
Guest service Representative
MERAAS
Dubai, UAE
2017.04 - 2018.01
- Recorded guest account activity to produce accurate bills upon departure.
- Posted new charges to customers' rooms and compiled itemised statements.
- Greeted and checked-in guests promptly and professionally.
- Managed incoming calls effectively using switchboard systems.
- Facilitated check-in and check-out procedures for guests.
- Delivered first class customer care through polite, professional service.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Verified ID and payment methods of guests.
Education
Bachelor of Business Administration - Tourism & Hospitality Management
University of Nairobi
Kenya 2016.01 - 2018.11
Certificate of Secondary Education - undefined
2012.01 - 2015.01
Skills
- Guest satisfaction monitoring
- Customer interfacing
- VIP guest protocol
- Resilience under stress
- Guest satisfaction measurement
- Cash handling
- Front office hospitality
- Complaint handling
Languages
English
Native
Swahili
Native
Timeline
Guest Service Associate
DUBAI SAFARI PARK
2020.08 - 2026.04
Customer Service Representative
EMAAR - DUBAI AQUARIUM
2018.03 - 2020.07
Guest service Representative
MERAAS
2017.04 - 2018.01
Bachelor of Business Administration - Tourism & Hospitality Management
University of Nairobi
2016.01 - 2018.11
Certificate of Secondary Education - undefined
2012.01 - 2015.01