Patience M. Kithinji
Dubai
Summary
Accomplished professional with expertise in guest relations, customer service, and executive support. Demonstrates proficiency in Microsoft Office Suite and Google Suite, with a strong track record in reservation and appointment coordination.
Experienced hospitality professional with focus on delivering exceptional guest experiences. Skilled in managing high-pressure environments and fostering welcoming atmosphere. Capable of enhancing customer satisfaction through excellent communication and organisational abilities.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Guest Service Expert (Part-time)
FAJI
12.2024 - Current
- Drive guest satisfaction, retention, and loyalty for FAJI, an Afrocentric night event.
- Manage guest inquiries, resolve issues, and ensure a seamless event experience.
- Coordinate group bookings for events (birthdays, bridal showers etc..), ensuring seamless planning and execution of accommodations for large parties.
- Develop strong relationships with repeat guests, fostering loyalty and promoting return visits.
- Assist in the coordination of events and functions held at the venue, ensuring seamless execution and positive experiences for all attendees.
- Resolve guest complaints swiftly and effectively, ensuring ongoing guest satisfaction.
- Build and nurture relationships with attendees, enhancing engagement and brand advocacy.
- Collect and analyze feedback to improve service delivery and event experience.
- Collaborate with marketing, operations, and event teams to align customer experience with business goals.
Guest Relations / Hostess
The Groove House
06.2024 - 12.2024
- Managed reservations and seating arrangements to optimize guest experience and venue capacity
- Delivered exceptional customer service by providing detailed information about the establishment and addressing inquiries
- Ensured cleanliness and upkeep of guest areas to maintain high hospitality standards
- Recommended menu items and promotions to enhance sales and customer satisfaction
- Provided leadership and guidance to team members, ensuring seamless operations
- Collected and analyzed guest feedback to identify areas for improvement
Guest Relations Agent / Hostess
Folly The Souk Madinat Jumeirah
11.2023 - 04.2024
- Company Overview: Expo (Gates Hospitality)
- Greeted and escorted guests to tables, ensuring warm and welcoming experience
- Managed booking systems and coordinated seating arrangements
- Communicated with kitchen and service staff to ensure timely order fulfillment
- Maintained cleanliness and orderliness in dining areas
- Resolved guest concerns efficiently, ensuring positive dining experience
- Part of the Expo team during the COP28
Customer Executive Officer
SensAsia Stories Kempinski Hotel
05.2021 - 08.2023
- Handled guest inquiries via phone and email, managing appointments and reservations
- Ensured optimal spa operations by maintaining inventory and placing supply orders
- Assisted in compiling reports and coordinating training sessions for staff
- Monitored service quality and guest satisfaction, implementing enhancements as needed
Supervisor
NStyle International
01.2020 - 02.2021
- Oversaw daily spa operations, ensuring smooth appointment scheduling and guest management
- Managed inventory and procurement for spa supplies
- Spearheaded initiatives to boost sales and enhance customer retention
- Trained and mentored team members on service excellence
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
Assistant Branch Supervisor
1847 The Grooming Company Dubai
04.2018 - 12.2019
- Supervised front desk operations, handling reservations and guest interactions
- Coordinated with management to implement operational improvements
- Ensured high service standards by organizing staff training and process enhancements
Secretary
Alba Hotel
04.2016 - 09.2017
- Managed executive calendars and coordinated appointments
- Handled confidential files and correspondence with discretion
- Maintained daily report documents, memos and invoices.
- Answered multi-line phone system and enthusiastically greeted callers.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Managed executive calendars, scheduling appointments and meetings to optimize time management.
- Organized travel arrangements and event scheduling for executives
Education
BSc. - Hospitality Management
Kenya Methodist University
Skills
- Guest Relations & Customer Service
- Reservation & Appointment Coordination
- Team Leadership & Staff Training
- Problem Resolution & Complaint Handling
- Microsoft Office & Google Suite Proficiency
- Strong Interpersonal & Communication Skills
- Time Management & Organizational Abilities
- Team Leadership
- Cross-cultural sensitivity
Certification
- Customer Service Excellence Training
- Leadership & Team Management Workshop
- Hospitality Service Standards Certification
Languages
English
Swahili
References
Available upon request.
Timeline
Guest Service Expert (Part-time)
FAJI
12.2024 - Current
Guest Relations / Hostess
The Groove House
06.2024 - 12.2024
Guest Relations Agent / Hostess
Folly The Souk Madinat Jumeirah
11.2023 - 04.2024
Customer Executive Officer
SensAsia Stories Kempinski Hotel
05.2021 - 08.2023
Supervisor
NStyle International
01.2020 - 02.2021
Assistant Branch Supervisor
1847 The Grooming Company Dubai
04.2018 - 12.2019
Secretary
Alba Hotel
04.2016 - 09.2017
BSc. - Hospitality Management
Kenya Methodist University
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