LILIAN OKUNJA SHIKUKU
Dubai,UAE
Summary
Accomplished professional with expertise in restaurant operations and customer service excellence. Demonstrates proficiency in Opera System Software and POS system operation. Skilled in guest complaint handling, proactive listening, and team collaboration to enhance guest experience. Committed to maintaining high standards of COVID-19 hygiene measures while optimising F&B operations. Aspires to leverage strong communication skills and database management knowledge to drive operational success in hospitality environments.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Guest service representative
Higitich LLC
Dubai, UAE
10.2024 - Current
- Resolved guest queries efficiently, resulting in increased satisfaction rates.
- Coordinated with housekeeping department to ensure room readiness before guest arrival.
- Prepared customer bills and processed payments upon check out.
- Directed guests to hotel facilities like the restaurant or gym for better utilisation of amenities.
- Verified ID and payment methods of guests.
- Answered guest calls and resolved queries promptly and politely.
- Followed up on bookings via email or phone call as part of after-sales care procedure.
- Greeted and checked-in guests promptly and professionally.
Guest service representative
Tropicana Hotel
Manama, Bahrain
05.2023 - 07.2024
- Facilitated check-in and check-out procedures for guests.
- Directed guests to hotel facilities like the restaurant or gym for better utilisation of amenities.
- Followed up on bookings via email or phone call as part of after-sales care procedure.
- Greeted guests warmly and professionally for positive first impressions.
- Used Microsoft Word and other software tools to create documents and clear communications.
- Registered guest information on database to maintain accuracy.
- Applied local area knowledge to provide guests with information about dining options, sports events and live entertainment.
Waitress
Ambassador Hotel
Nairobi, Kenya
01.2022 - 04.2023
- Delivered exceptional service by greeting and serving customers in timely, friendly manner.
- Verified completed orders and served guests at tables.
- Provided friendly, courteous service, maximising positive customer satisfaction ratings.
- Created friendly, welcoming atmosphere to encourage positive guest experiences, prolonging visits to increase profitability.
- Followed health and hygiene standards when handling food and cleaning restaurants.
- Checked in with customers during meals to check orders were received correctly and met guests' expectations.
- Provided menu and offered recommendations to complement dining experience.
- Greeted customers, presented menus and shared information about available special items.
- Maintained clean and organised dining area for customer comfort.
Waitress assistant
Sirikwa Hotel
Eldoret, Kenya
11.2019 - 05.2020
- Stayed up to date on menu changes to accurately answer customer queries.
- Checked in with customers during meals to check orders were received correctly and met guests' expectations.
- Informed kitchen staff regarding special order requirements.
- Prepared tables for guests and reset tables between customers.
- Took accurate guest orders and relayed information to kitchen about preferences, requests, or allergens.
- Created friendly, welcoming atmosphere to encourage positive guest experiences, prolonging visits to increase profitability.
- Attended to customer's needs proactively for first-class waiting service.
- Increased order value by upselling sides, drinks and desserts.
Education
Certificate - Hospitality
Masai Mara Institute
Kenya 01.2018 - /2020
High School Diploma -
Mary Seat Of Wisdom Bulimbo Girls
Kenya /2014 - /2017
Skills
- Opera System Software
- Restaurant operations knowledge
- Guest complaint handling
- Communication excellence
- Guest experience
- Database management
- Microsoft Office Suite
- Customer service excellence
- POS system operation
- Team collaboration
- COVID-19 hygiene measures
- Proactive listening
- F&B operations
Languages
English
Fluent
Swahili
Native
Certification
Customer Service Relations, Great Learning Academy
Timeline
Guest service representative
Higitich LLC
10.2024 - Current
Guest service representative
Tropicana Hotel
05.2023 - 07.2024
Waitress
Ambassador Hotel
01.2022 - 04.2023
Waitress assistant
Sirikwa Hotel
11.2019 - 05.2020
Certificate - Hospitality
Masai Mara Institute
01.2018 - /2020
High School Diploma -
Mary Seat Of Wisdom Bulimbo Girls
/2014 - /2017
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