Open To Work
KENNEDY ODOURI
Hospitality Expert
Dubai
Summary
Dedicated and motivated Guest Relations and Customer Service Professional with over 7 years of combined experience in Hospitality, Guest service, Skilled in Customer relations, problemsolving, and conflict resolution within high-end hotel environments. Proven ability to deliver exceptional Guest experiences while maintaining promptly and service standards. Seeking a dynamic role in a reputable hospitality organization.
Overview
6
6
years of professional experience
Work History
Guest Relations Officer / Team Leader
Park Hyatt
Dubai
2022.01 - 2025.01
- Oversee the delivery of exceptional guest service by leading and supporting the guest relations team in daily front-of-house operations.
- The role ensures that all guest interactions meet brand standards and reflect a high level of professionalism, warmth, and attention to detail.
- Handling escalated guest complaints and service issues, applying effective service recovery strategies to resolve concerns promptly and maintain guest satisfaction.
- Monitoring feedback, identifying service gaps, and implements improvements to enhance the overall guest experience.
- Supervising daily operations, assigning duties, and supporting team members to ensure efficient workflow and consistent service standards.
- Also provides on-the-job training, coaching, and performance feedback to develop team capabilities and maintain high service quality.
- Maintaining accurate guest records, prepares reports, and ensures compliance with Organization policies and procedures.
Customer Service Officer
Hyatt Regency
Deira
2019.01 - 2021.01
- Responsible for handling complaints and service issues with empathy and efficiency, applying service recovery techniques to resolve problems and maintain customer satisfaction.
- This includes coordinating with internal departments to ensure timely follow-up and effective resolution of guest or customer needs.
- Maintaining accurate records of customer interactions, requests, and feedback, ensuring all information is documented according to company procedures.
- Attention to detail and confidentiality are essential when handling sensitive customer information.
- Supporting daily operations by managing reservations, appointments, or service requests, as well as providing clear guidance and directions when required.
- Upholds company policies, service standards, and professional conduct while working collaboratively with team members to enhance operational efficiency and customer satisfaction.
Education
Collage certificate - undefined
Skills
- Guest & VIP Relations
- Customer Service Excellence
- Conflict Resolution
- Strong leadership
- Communication
- Organizational skills
- Team Leadership and Training
- Hospitality Operations
- Confidentiality & Discretion
- Strong Work Ethic
Languages
English
Swahili
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Personal Information
- Work Permit: Employment Visa
- Visa Status: Employment Visa
Timeline
Guest Relations Officer / Team Leader
Park Hyatt
2022.01 - 2025.01
Customer Service Officer
Hyatt Regency
2019.01 - 2021.01