Mercy Katunge Mutune
Dubai
Summary
Driven by a passion for hospitality and guest satisfaction, I excelled at Babylon Rotana Hotel by streamlining operations to enhance customer experiences, leading to increased loyalty and repeat business. My expertise in complaint handling and administrative leadership, coupled with a strong focus on achieving top-tier guest satisfaction, showcases my ability to significantly improve service delivery and operational efficiency.
Overview
12
12
years of professional experience
Work History
Guest Relations Executive
AIRDxB Vacation Home & Rental LLC
2022.05 - Current
- Correctly put in the correct data in DTCM replacing Opera (Check - In and Check outs)
- DLP MT, Third parties, Owners MT (Scheduling, Building Permits and application, EOD Invoice Review
- Appliances, Utilities and pest control (Scheduling, Building Permit Application and EOD Invoice Review)
- Scheduling the HK Team using the Optimal Route Software and coordinating when they are out in the field for last -minute requests, Special attention guests, Late Co, and early check-ins, etc.
- Scheduling the runners (Guest Relation Officers) in the fields with different tasks as they follow in during operations and coordinating with them for check ins, check outs and last minutes guest requests
- Doing community registration for all the check -ins and guest extending by ending emails to all community portals
- Handling any other tasks in Breezeway App and Asana App that requires attention all this being to assist guest with all call outs and make sure we exceed guest expectations
- Making sure any other duty allocated to me is done effectively without any supervision, accurately managing and being time effective
Guest Service Team Leader
Babylon Rotana Hotel
2019.02 - 2022.04
- Provide historical and cultural facts of the destination and being a storyteller for Rotana and the unique hotel differentiators / interesting facts.
- Handling the administrational duties of the Guest Relations Operation and to ensure effective communication to the business on daily basis, updating with all and any important information that will assist the Hotel Operation and improve the guest stay experience.
- Responding to any guest requests for particular services (e.g., directions, transportation, reservations, dry cleaning, celebrations, other) by making arrangements with the relevant departments and following up to ensure satisfaction.
- Meet and escort all arriving VIP guests to their rooms, ensuring that their needs are met, their luggage swiftly sent to their rooms and that they are checked-in in a courteous and efficient manner without delay.
- Providing the latest information on the Hotel’s outlets, amenities, services and facilities whilst actively upselling and making reservations as necessary.
- Assist in meeting and escorting all arriving VIP guests to their rooms, ensuring that their needs are met, their luggage swiftly sent to their rooms and that they are checked-in in a courteous and efficient manner without delay.
Guest Services Supervisor
Babylon Warwick Hotel
2015.06 - 2019.02
- Maintain effective communication with all related departments to ensure a smooth service delivery & Coordinate with all team members to ensure that daily Front Office operations run smoothly.
- Conducting in Room & Hotel familiarization, attend to all guest inquires and make sure we resolve exceed they expectations.
- Receive guests in a professional and friendly manner, satisfying guest expectations from arrival through to departure in a friendly professional manner.
- Product knowledge, maintaining an up-to-date knowledge of hotel
- information. including operating hours, promotions, events, local attractions, and any allied information to respond to quest inquiry
- Maintaining an awareness of rate levels to be sold daily and the occupancy levels. Assisting in walk in reservations and up selling any memberships programmes available.
- Accurately administering Front Desk cashiering standards which includes currency exchange.
- Processing accounts from check -in to check -out, ensuring accurate postings. Doing check outs and check ins following the STD SOPS
- Taking care of all VIPs doing room Inspection before arrival, coordinating with other departments to make sure amenities are well placed.
- Allocating rooms to arrival guest depending to they preferences, profiles and concerns
Spa Receptionist
One & Only Royale Mirage
2012.09 - 2014.04
- Maintained cleanliness of reception area, contributing to an inviting atmosphere for guests.
- Escorted clients to spa areas, treatment rooms, and offices.
- Kept calendar with scheduled appointments and scheduled massage therapists for appropriate treatments and time slots.
- Learned details of types of treatments and procedures in order to answer questions from spa guests.
- Handled sensitive client information discreetly while adhering to privacy regulations and company policies.
- Handled payments and processed credit card transactions.
- Assisted in inventory management to maintain adequate supply levels for spa treatments and retail products.
- Communicated with spa team members if clients canceled or changed appointment times.
- Managed high call volume, ensuring smooth communication between clients and spa staff.
- Enforced spa policies, following company procedures at all times.
- Coordinated with therapists to ensure timely commencement of appointments, reducing wait times for clients.
- Listened closely to customer complaints and responded appropriately to issues.
- Trained new receptionists on daily tasks, procedures, and best practices to ensure consistent quality across the team.
- Offered suggestions for service improvements based on client feedback, leading to enhanced offerings.
- Streamlined appointment booking process, making it more user-friendly and increasing bookings.
Education
High School Diploma -
Mulango Girls High School
Kenya11.2001
Skills
- Excellent communication and interpersonal abilities
- Strong empathy
- Guest satisfaction focus
- Exceptional communication
- Complaint Handling
- Administrative Leadership
- Flexible on working conditions
- Concierge services
- Guest communication
- Customer rapport
- Problem-Solving
- Multitasking Abilities
- Active Listening
Accomplishments
Departmental Trainer
Rotana Life Card regarding our values
Letter of appreciation from the GM for being an outstanding employee recognized by guests.
Excellent Online reviews by guests for exceeding expectations in platforms like TripAdvisor
Languages
English
Bilingual or Proficient (C2)
Swahili
Bilingual or Proficient (C2)
Timeline
Guest Relations Executive
AIRDxB Vacation Home & Rental LLC
2022.05 - Current
Guest Service Team Leader
Babylon Rotana Hotel
2019.02 - 2022.04
Guest Services Supervisor
Babylon Warwick Hotel
2015.06 - 2019.02
Spa Receptionist
One & Only Royale Mirage
2012.09 - 2014.04
High School Diploma -
Mulango Girls High School
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