Work Type
Full timePart timeContract workGig workConsultingVolunteerSeasonal workLocation Preference
On-siteRemoteHybridLocation: Dubai, United Arab Emirates
Open to relocation: No
Martha Mombo
Customer service professional
Dubai,Dubai
Work Preference
Summary
Dedicated professional with a strong focus on customer relationship management and cross-functional coordination. Delivers exceptional service through effective communication and problem-solving skills, fostering positive experiences and operational excellence. Supports team dynamics and enhances inventory management to ensure seamless service delivery.
Overview
14
14
years of professional experience
2
2
Languages
Work History
Accommodation Supervisor
TRANSGUARD GROUP LLC
12.2019 - 07.2023
- Managed accommodation services and customer support for 200+ employees, responding to requests and ensuring timely resolution of issues.
- Coordinated room allocations, inspections, maintenance requests, onboarding, offboarding, and inventory management to ensure smooth operational flow.
- Improved operational efficiency through proactive inspections and stronger coordination, contributing to a 30% reduction in pest-related incidents.
- Implemented health and safety protocols, conducting regular checks to safeguard both staff and customers.
- Inspected equipment for faults and scheduled maintenance to ensure department operational readiness.
- Monitored inventory levels, placing orders for stock replenishment to prevent shortages and maintain product availability.
- Compiled reports and participated in management meetings to assess business needs and track goal fulfilment.
Guest Services Coordinator
TRANSGUARD GROUP LLC
07.2019 - 11.2019
- Managed customer enquiries, guest requests, seating, order management and payment processing, ensuring professional, personalised service.
- Resolved guest complaints calmly and professionally, delivering tailored solutions to enhance guest satisfaction.
- Collaborated with kitchen and hospitality teams to facilitate timely service and resolve customer needs effectively.
- Increased food and beverage upselling by 25% through personalized customer engagement and recommendations.
- Maintained customer records, sales reports and operational documentation using Excel, Word and Google Workspace.
Accommodation Supervisor
GOURMET CATERING
05.2016 - 07.2019
- Addressed and resolved guest complaints with diplomacy, often turning detractors into promoters.
- Implemented staff training programmes and weekly meetings focusing on customer service excellence and operational efficiency.
- Fostered teamwork and respect among staff, creating a positive work environment and reducing turnover by 30%.
- Optimised seating arrangements during busy periods and reservations, enhancing dining room efficiency and guest satisfaction.
- Monitored inventory, prepared operational reports and supported continuous improvements to service efficiency.
- Ensured high standards of health and safety, minimising risks of injuries and accidents.
- Remained calm during emergency situations or peak hours to serve as a role model of best practice to hotel staff.
Accommodation Supervisor
JUMUIA CONFERENCE & COUNTRY HOME
03.2009 - 05.2014
- Delivered customer and administrative support for conferences, meetings, and hospitality events, ensuring effective coordination and enhancing client satisfaction.
- Managed incoming calls and emails, ensuring prompt responses or directing queries to appropriate departments for efficient communication.
- Liaised with clients and suppliers, fostering positive relationships and facilitating smooth operations.
- Processed expense claims and invoices, ensuring accurate financial records and timely payments.
- Maintained comprehensive filing systems, both digital and paper-based, for easy retrieval of documents.
Education
Diploma in Front Office Management - Front Office Management
Kenya Institute of Management
Kenya01-2012
Bachelor of Business Administration and Management - Marketing
St. Paul's University
Kenya01-2009
Skills
- Operations support
- Inventory management
- Health and safety compliance
- Data management
- Issue resolution
- Cross-functional coordination
- Microsoft Excel proficiency
- Sales strategies
- Team coordination
- Relationship management
- Problem solving
- Communication skills
Languages
English
Native language
French
Beginner
A1
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
One of my key accomplishments has been improving customer satisfaction by focusing on responsive service, clear communication, and effective follow-up. In my hospitality roles, I also helped improve operational efficiency, supported teams in maintaining high service and hygiene standards, and contributed to increased food and beverage revenue through effective upselling.
I’m also proud of my experience managing accommodation services for more than 200 employees, maintaining accurate room and occupancy records, and ensuring smooth day-to-day operations. These experiences have strengthened my customer service, leadership, problem-solving, and organizational skills.
Timeline
Accommodation Supervisor
TRANSGUARD GROUP LLC
12.2019 - 07.2023
Guest Services Coordinator
TRANSGUARD GROUP LLC
07.2019 - 11.2019
Accommodation Supervisor
GOURMET CATERING
05.2016 - 07.2019
Accommodation Supervisor
JUMUIA CONFERENCE & COUNTRY HOME
03.2009 - 05.2014
Diploma in Front Office Management - Front Office Management
Kenya Institute of Management
Bachelor of Business Administration and Management - Marketing
St. Paul's University