Summary
Overview
Work history
Education
Skills
Certification
Languages
Accomplishments
Affiliations
Personal Information
Custom
Timeline
Generic
MARGARET KIMANI

MARGARET KIMANI

Dubai,UNITED ARAB EMIRATES

Summary

Dedicated professional with a strong focus on tailored customer service and guest relations, excelling in problem-solving and adaptability. Demonstrates exceptional teamwork and communication skills, alongside critical thinking and decision-making abilities. Proficient in hotel software, with a commitment to guest satisfaction and efficient organisation. Skilled in complaint management, prioritisation, and time management, ensuring seamless operations under pressure. Aspires to leverage creativity and interpersonal skills to enhance customer service outlook in dynamic environments.

Overview

10
10
years of professional experience
2022
2022
years of post-secondary education
1
1
Certification

Work history

Housekeeping coordinator/Room Controller

Atlantis the Royal
Dubai, United Arab Emirates
05.2023 - Current
  • Assigning rooms to both morning and evening shifts
  • Generating and dispatching all daily operation reports
  • Amending and delivering reports through emails
  • Optimised daily operations through strategic allocations.
  • Prepared morning and evening endorsement reports for management review.
  • Managing daily activities to guarantee all elements are up to date for optimal workflow and meeting guest expectations, e.g., hot SOS, queue rooms, emails, etc.
  • Oversaw management of over 50 calls and routed communications respectively.
  • Tackled customer concerns and ensured prompt issue resolution.
  • Engaged effectively with all levels of staff, demonstrating appropriate tact and diplomacy.
  • Balanced workload among staff members, ensuring thorough attention to each task whilst avoiding overwork.
  • Cultivated positive working atmosphere among team members, enhancing productivity and morale.
  • Exhibited professionalism consistently during guest interactions, enhancing positive image for establishment.
  • Ensured timely completion of all housekeeping duties to maintain guest satisfaction.
  • Facilitated clear communication between management and housekeeping staff, boosting overall operational efficiency.
  • Collaborated closely with front desk team for seamless check-in and check-out process for guests.
  • Actioned customer feedback to improve satisfaction ratings.
  • Collaborated well with team members to achieve operational objectives.
  • Handled sensitive information proficiently, maintaining company confidentiality.
  • Maintained communication with field staff, coordinating efficient operations.
  • Improved workflow by effectively using control room software tools.
  • Assisted in training new operators, improving overall team performance.
  • Adapted quickly to changing work conditions, demonstrating flexibility under pressure.
  • Provided timely updates on system status to management team.
  • Designating accommodations for guests, collaborating with reservations and Front Office personnel.
  • Managing queue rooms prioritising arriving guests.
  • Accelerating room preparations to prevent lengthy queues in lobby and grievances.
  • Managed room availability charts to ensure zero overbooking.
  • Kept reservations system up-to-date for clear availability management

Guest Room Valet (GRV)

Atlantis the Royal
Dubai, United Arab Emirates
06.2022 - 05.2023
  • Proactively take initiative to personalize experience for guests through creating moments like anniversary, birthday and honeymoon setups
  • Reporting maintenance issues using the hotsos platform to be acted upon with urgency
  • Correctly utilizing PPE to comply with government regulations and following the sop guidelines at all times
  • Achieve customer satisfaction rating by anticipating guests' needs and plan accordingly to ensure smooth, tailored services
  • Minimizing waste by strategically managing supplies
  • Observing the go-green program
  • Delivering outstanding customer service to guests, contributing to increased customer retention.

Acting Housekeeping team leader

Westin Mina Seyahi Beach Resort and Waterpark
Dubai, United Arab Emirates
12.2021 - 05.2022
  • Managed team schedule to deliver cleaning consistent with check-in and departure times.
  • Briefed staff on daily cleaning requirements and delegated tasks to suitable candidates.
  • Completed shift reports for smooth handovers and Back of House operations.
  • Communicated management feedback to improve team performance.
  • Audited rooms after cleaning to check cleanliness standards.
  • Liaised with management to establish and complete priority cleaning jobs.
  • Inspected rooms to confirm quality and attention to detail met brand standards.
  • Coordinated cleaning teams to meet daily housekeeping demands.
  • Actioned customer feedback to improve satisfaction ratings.
  • Motivated team to deliver housekeeping tasks within allotted timeframes.
  • Evaluated employee performance and developed improvement plans, maximising team efficiency.
  • Implemented consistently high standards of cleanliness to facilitate excellent customer satisfaction.
  • Worked with front desk staff to respond promptly to guest requests, maximising customer satisfaction.
  • Maintained faultless cleanliness standards to exceed guest expectations and encouratge repeat visits.
  • Escalated issues and complaints for prompt management resolution.

Housekeeping Attendant

Westin Mina Seyahi Beach Resort and Waterpark
Dubai, United Arab Emirates
09.2019 - 05.2022
  • Reduced lost property on site by 10% by improving lost and found procedures
  • Performed duties with maximum discretion and confidentiality in order to ensure guest privacy
  • Reported maintenance issues using the GXP platform acted upon with urgency
  • Appropriately handled and stored chemicals following all sop's protocols
  • Logged activities on assignment sheet to accurately monitor activities and inform workflow procedures.
  • Vacuumed carpeted areas and mopped hard floors.
  • Kept floors clean with regular sweeping, vacuuming and mopping.
  • Removed used towels and bedding, replaced with new and reset spaces to professional standards.
  • Polished glass, mirrors and metal items to attractive shine.
  • Delivered extra linen and toiletries to meet guest needs.
  • Secured guest rooms after performing housekeeping services.
  • Followed health and safety standards governing correct use of chemicals.
  • Sanitised bathrooms to uphold strict hygiene and infection control procedures.

Waitress

Maasai Lounge Bar and Grill
Kenya
12.2017 - 11.2018
  • Delivered exceptional service by greeting and serving customers in a timely, friendly manner
  • Greeted guests pleasantly and professionally, promoting positive customer experiences from arrival to departure
  • Advised guests on menu selections, ordering processes, and facilities locations, optimizing customer comfort
  • Provided friendly, courteous service, maximizing positive customer satisfaction ratings
  • Attended tables regularly to check customer needs were met, promptly processing additional food and drink orders
  • Regularly communicated with kitchen and bar staff to maintain smooth front of house operations, minimizing potential service delays
  • Operated and maintained dishwashers and cleaning equipment, enabling efficient crockery and cutlery preparation
  • Confidently handed payments by operating POS system, maintaining till in balance in peak periods
  • Replenished salad bar items regularly, maintaining fresh, plentiful produce
  • Calculated charges, issued bills, and collected payments, processing accurately to avoid till discrepancies
  • Maintained a spotlessly clean and tidy bar area in line with health and hygiene regulations.

Hotel receptionist,

Maasai Lounge Bar and Grill
, Kenya
11.2015 - 08.2016
  • Coordinated smoothly with housekeeping staff, ensuring rooms were ready on time.
  • Assisted in concierge services such as booking taxis or recommending local attractions, improving overall holiday experience.
  • Improved customer satisfaction for providing timely assistance during stay.
  • Reduced wait times with high-speed processing of reservations.
  • Maintained security measures, protecting guest personal information and privacy.
  • Processed wake-up calls reliably to maintain schedule adherence for guests.
  • Provided hotel information for improved guest experience.
  • Handled baggage storage efficiently, providing convenience upon early arrival or late departure.
  • Maintained clean and organised reception area, creating a welcoming atmosphere.
  • Responded promptly to customer queries, ensuring an enjoyable stay.
  • Ensured smooth check-out process by promptly settling bills and confirming future bookings if required.
  • Ensured guest comfort with prompt attention to their needs and requests.
  • Increased efficiency by swiftly resolving any complaints or issues.
  • Facilitated easy communication with non-English speaking guests using translation skills when necessary.
  • Processed payments accurately, guaranteeing smooth transactions for guests.
  • Greeted and checked-in guests promptly and professionally.
  • Issued guest room keys with advice on location and access.
  • Upsold activities from tourism partners to boost revenue.

Education

Westin Mina Seyahi

Housekeeping coordinator certificate Westin mina seyahi

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Limuru school of catering

Skills

  • Tailored customer service
  • Guest relations
  • Problem-solving skills
  • Adaptability
  • Working under immense pressure
  • Teamwork skills
  • Good communication skills
  • Critical thinking
  • Decision making
  • Creativity
  • Great interpersonal skills
  • Administrative skills
  • Time management
  • Good at multi-tasking

Certification

  • Cordinator Cerification ATR.
  • FORBES travel guide awards certification.
  • Cordinator Cerification (Westin Hotels)

Languages

English
Swahili

Accomplishments

  • Pre-opening staff Atlantis The Royal.
  • Forbes Five Star Achievement Atlantis The Royal.
  • Associate of the month nominee.(Westin Hotels)

Affiliations

  • Reading books
  • Lisitening to music
  • Watching movies

Personal Information

Custom

Lalchand - Westin Mina Seyahi Housekeeping Manager


Email ; lalchand.shanthilal@marriott.com


Mobile Number ; +971 50 810 7959


Ines Afonso - The Royal Atlantis Housekeeping Manager

 

Email ; ines.afonso@atlantisdubai.com


Mobile Number ; +971 54 305 9675




Timeline

Housekeeping coordinator/Room Controller

Atlantis the Royal
05.2023 - Current

Guest Room Valet (GRV)

Atlantis the Royal
06.2022 - 05.2023

Acting Housekeeping team leader

Westin Mina Seyahi Beach Resort and Waterpark
12.2021 - 05.2022

Housekeeping Attendant

Westin Mina Seyahi Beach Resort and Waterpark
09.2019 - 05.2022

Waitress

Maasai Lounge Bar and Grill
12.2017 - 11.2018

Hotel receptionist,

Maasai Lounge Bar and Grill
11.2015 - 08.2016

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Limuru school of catering

Westin Mina Seyahi

Housekeeping coordinator certificate Westin mina seyahi

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MARGARET KIMANI