Nancy Muiruri
Dubai
Summary
Accomplished Housekeeping Supervisor with a proven track record at Pride Inn Paradise Hotel and Resort, enhancing guest satisfaction through meticulous attention to cleanliness and efficient guest relations. Skilled in cleaning, sanitation, and customer service, I significantly improved room readiness, contributing to a noticeable increase in positive guest feedback. Demonstrated expertise in administrative tasks and problem-solving, ensuring operational excellence.
Overview
15
15
years of professional experience
Work History
Housekeeping Supervisor
Pride Inn Paradise Hotel and Resort
01.2020 - 07.2024
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Placed orders for housekeeping supplies and guest toiletries.
- Communicated repair needs to maintenance staff.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Worked with front desk to respond promptly to all guest requests.
- Ensured timely completion of daily tasks, leading to an increase in positive guest feedback regarding room cleanliness.
- Maintained a high level of quality control through regular inspections, resulting in consistent adherence to hotel standards.
- Improved overall guest satisfaction by consistently maintaining clean and organized rooms and common areas.
- Managed laundry sorting, washing, drying, and ironing.
- Reduced linen waste and laundry costs with careful monitoring of usage and effective communication with staff members.
- Streamlined housekeeping processes for increased efficiency by implementing a new inventory management system.
Hotel Front Desk Clerk
Pride Inn Paradise Hotel and Resort
02.2015 - 12.2019
- Collected room deposits, fees, and payments.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Handled financial transactions accurately, ensuring proper billing and payment processing.
- Collaborated with housekeeping to maintain room readiness, enhancing guest comfort.
- Managed a high volume of calls, directing guests to appropriate departments and services.
- Streamlined reservations process for improved accuracy and guest experience.
- Enhanced guest satisfaction by efficiently managing check-ins and checkouts.
- Responded to guest inquiries and resolved complaints to establish trust and increase satisfaction.
- Provided exceptional customer service through active listening and empathetic communication, resulting in increased guest satisfaction ratings.
- Coordinated with the sales team to promote special offers and upsell available amenities.
- Completed late check-ins and directed guests to rooms and facilities.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Hotel Front Desk Receptionist
Hilton Hotels Corporation
04.2013 - 01.2015
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Collected room deposits, fees, and payments.
- Enhanced guest satisfaction by promptly addressing inquiries and concerns at the front desk.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Handled cash transactions accurately, ensuring proper accounting procedures were followed daily.
- Provided exceptional customer service, resulting in a high percentage of repeat guests and positive reviews.
- Maintained an organized front desk area that contributed to smooth operations and professional appearance.
- Managed phone lines efficiently, directing calls appropriately while providing courteous assistance when necessary.
- Helped maintain updated records of room availability within computer systems while minimizing overbooking errors.
- Coordinated with housekeeping staff to ensure timely turnover of rooms for incoming guests while maintaining cleanliness standards.
- Promoted additional services offered by the hotel for increased revenue generation through upselling techniques.
- Processed group bookings accurately, streamlining coordination efforts between departments involved in event planning.
Housekeeping and Laundry Attendant
Hilton Hotels Corporation
01.2010 - 03.2013
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Sanitized all kitchen surfaces, wiped down cabinets, and swept and mopped floors
- Demonstrated flexibility with scheduling, often taking on additional shifts or extending hours when needed to ensure completion of tasks.
- Contributed to a positive work environment through effective communication and teamwork among housekeeping staff.
- Ensured timely room availability for incoming guests by efficiently completing housekeeping tasks within allotted time frames.
- Maintained pristine hotel appearance, performing thorough cleaning of lobby, hallways, and other public spaces.
- Promoted a safe working environment by adhering to established safety guidelines during all tasks performed.
- Reduced laundry expenses by effectively managing linen inventory and ensuring proper usage of supplies.
- Responded to requests from patrons for linens and toiletries.
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
Education
Diploma - Diploma in Front Office And Administration
Utalii College of Hospitality
Nairobi, Kenya09.2012
Diploma - House-Keeping And Laundry Operation Management
Utalii College of Hospitality
Nairobi, KenyaCertificate in Front Office -
Utalii College of Hospitality
Nairobi, KenyaSkills
- Housekeeping knowledge
- Cleaning and sanitation
- Guest Relations
- Customer service-focus
- Telephone Etiquette
- Problem-solving skills
- Administrative Skills
- File Organization
Languages
English
Upper intermediate (B2)
Swahili
Bilingual or Proficient (C2)
Timeline
Housekeeping Supervisor
Pride Inn Paradise Hotel and Resort
01.2020 - 07.2024
Hotel Front Desk Clerk
Pride Inn Paradise Hotel and Resort
02.2015 - 12.2019
Hotel Front Desk Receptionist
Hilton Hotels Corporation
04.2013 - 01.2015
Housekeeping and Laundry Attendant
Hilton Hotels Corporation
01.2010 - 03.2013
Diploma - Diploma in Front Office And Administration
Utalii College of Hospitality
Diploma - House-Keeping And Laundry Operation Management
Utalii College of Hospitality
Certificate in Front Office -
Utalii College of Hospitality
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