LILIAN OKUNJA SHIKUKU
Dubai,UAE
Summary
Experienced professional with a strong foundation in restaurant operations, guest experience enhancement, and customer service excellence. Proficient in handling guest complaints, ensuring seamless F&B operations, and maintaining COVID-19 hygiene measures.
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 utilization 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 utilization 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, maximizing 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.
- Greeted customers, presented menus and shared information about available special items.
- Maintained clean and organized dining area for customer comfort.
- Resolved guest complaints promptly and professionally, notifying restaurant management of concerns.
Waitress assistant
Sirikwa Hotel
Eldoret, Kenya
11.2019 - 05.2020
- Stayed up to date on menu changes to accurately answer customer queries.
- 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.
- Warmly greeted guests upon arrival to create welcoming atmosphere.
Education
Certificate - Hospitality
Masai Mara Institute
01.2018 -
High School Diploma - Certificate
Mary Seat Of Wisdom Bulimbo Girls
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
Swahili
Certification
Customer Service Relations, Great Learning Academy
Personal Information
Custom
6,6
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 -
High School Diploma - Certificate
Mary Seat Of Wisdom Bulimbo Girls
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