Josphine Wanjiku
Dubai
Summary
Dedicated and customer-oriented professional with experience in IT support, front office operations, and hospitality service. Skilled in troubleshooting technical issues, assisting guests and customers, managing administrative tasks, and providing high-quality service in fast-paced environments. Strong communication, multitasking, and teamwork abilities with a professional and positive attitude.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Guest Service Agent
Copthorne Hotel Sharjah
Sharjah
03.2026 - Current
- Managing guest check-in and check-out procedures professionally.
- Handling reservations, inquiries, and customer requests efficiently.
- Coordinating with housekeeping and operational departments.
- Processing payments and maintained accurate guest records.
- Ensuring excellent customer satisfaction and service standards.
Waitress
Copthrone Hotel Sharjah
UAE
01.2025 - 03.2026
- Greet customers, present menus, and share information about specials.
- Take and process orders accurately, making menu recommendations.
- Deliver food and beverages efficiently while following 5-star service standards.
- Handle guest billing and cash/card transactions accurately using Micros system.
- Resolve guest concerns professionally to ensure satisfaction.
- Collaborate closely with kitchen staff to ensure timely service and order accuracy.
- Resolved customer complaints promptly to enhance satisfaction levels.
IT Support Engineer
Soft Consult Limited
Nairobi, Kenya
07.2022 - 12.2024
- Installed, updated, and fixed hardware and software issues.
- Provided technical support via helpdesk, ensuring timely resolution of user inquiries and incidents.
- Trained end-users on new software applications, improving adoption rates and reducing support tickets.
- Managed user accounts and permissions in Active Directory/Office 365.
- Used FreshService software to track support tickets and document actions.
Education
Bachelor of Science - Information Technology
Jomo Kenyatta University of Agriculture And Technology
Kenya12.2022
Diploma - Food and Beverage
Jomo Kenyatta University of Agriculture And Technology
Kenya12.2018
Skills
- Excellent customer service and communication skills
- Check-in and Check-out procedures
- Proficient in Opera Property management system as well as Micros POS
- Guest service & Data entry proficiency
- Cash handling and POS operation
- Problem Solving & Guest Complaint Handling
- Teamwork & Multitasking
- Complaint handling & Issue resolution
- Administrative skills & Reservation management
- Computer proficiency
Certification
- SAP Certification Application Associate, (SAP)
- AWS cloud Practitioner Certificate
- Sharjah Food And Safety Certificate.
- Ehtam Digital Accessibility And Guest Communications Certificate(KHDA) Dubai.
- Guest Service Agent Certificate.
Languages
English
Kiswahili
Timeline
Guest Service Agent
Copthorne Hotel Sharjah
03.2026 - Current
Waitress
Copthrone Hotel Sharjah
01.2025 - 03.2026
IT Support Engineer
Soft Consult Limited
07.2022 - 12.2024
Bachelor of Science - Information Technology
Jomo Kenyatta University of Agriculture And Technology
Diploma - Food and Beverage
Jomo Kenyatta University of Agriculture And Technology