Robert Nyangoya
Dubai
Summary
Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
15
15
years of professional experience
1
1
Certification
2
2
years of post-secondary education
Work History
Airport Passenger Service Supervisor
JETEX EXECUTIVE AVIATTION (FBO)
12.2019 - Current
- Maintained professional, organized, and safe environment for employees and patrons.
- Maximized performance by monitoring daily activities and mentoring team members.
- Monitored security and maintained operational protocols.
- Hired, trained, and motivated employees to provide exceptional passenger care and support.
- Developed shift schedules for optimal staffing levels, maximizing productivity while minimizing labor costs.
- Managed team member schedules and work assignments.
- Coordinated timely departures by effectively communicating with gate agents, flight crews, and ground personnel.
- Conducted thorough investigations into passenger complaints or incidents, implementing corrective actions when required to prevent future occurrences of similar situations.
- Conducted regular staff training sessions for continuous improvement in customer service skills and knowledge of airline procedures.
- Improved baggage handling efficiency through strategic planning and coordination between departments.
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Provided exceptional customer service to passengers, addressing concerns and resolving issues.
Head Concierge
Vida Emirates Hills Hotel
07.2015 - 12.2024
- Coordinated luggage storage effectively during peak times to maintain organise lobby environment.
- Managed staffing schedules for high numbers of employees, delivering operational efficiency whilst remaining under budget
- Maintained up-to-date knowledge of local attractions, events, and services to provide accurate information to guests.
- Supervised daily tasks of concierge team, ensuring timely completion of responsibilities.
- Managed VIP guest requests with discretion, maintaining confidentiality and exceeding expectations.
- Applied expertise in team leadership to address productivity and performance issues, motivating staff to achieve KPIs
- Managed check-in and check-out procedures for guests.
- Acted as point of contact for high-level queries and represented team at senior leadership meetings
- Delivered KPI targets and improvements on consistent basis through excellent leadership
- Maintained tidy work area to promote cleanliness and quality standards
- Provided guests with lists of upcoming activities and events
- Booked special reservations for dinner, entertainment and transport
Guest Experience Executive
Al Manzil Hotel Downtown - Dubai
06.2010 - 06.2015
- Greeted guests warmly and professionally for positive first impressions
- Registered guest information on database to maintain accuracy
- Prepared customer bills and processed payments upon check out
- Addressed questions, escalating issues and complaints to management
- Answered guest calls and resolved queries promptly and politely
- Provided warm, positive customer care from arrival to departure, encouraging return visits and repeat spending
- Delivered exceptional guest service throughout entire stay process
- Maintained high-quality guest service and professional demeanor
- Responded to customer requests with friendly, knowledgeable service and support
- Handled customer payments and updated reservations with Opera.
- Maintained accurate records of guest preferences and history for tailored experiences during future stays.
Education
Diploma of Education - Financial Awareness - Capital Increase
Lactera Online - Dubai United Arab Emirates
Online 11.2021
Diploma of Education - Hospitality Management
Kenya Utalii Collage - Nairobi, Kenya
Nairobi, Kenya 01.2005 - 11.2006
High School Diploma - High School
St. Teresa's Boys High School - Nairobi, Kenya
Nairobi, Kenya11.2004
Skills
- Opera PMS Suite
- Microsoft Office applications
- Reservations management
- Team Leadership
- Complex Problem-Solving
- Staff Training and Development
- Customer Relationship Management (CRM)
- Staff Development
- Scheduling and Coordinating
- Process Improvement
Certification
- DGR level 8
- STA International Emergency First Aid at work
- Level 2 fire safety
- Security awareness training.
Accomplishments
- Pal of the month of June 2018, Manzil downtown.
- Pre-opening team of 45 storey Grosvenor House Tower 2.
- Nominated in 3 Grosvenor House Grammys for best Guest Service Ambassador.
- Ambassador of the Month, July 2011.
Languages
English
Swahili (Read, Write and Spoken fluently)
Personal Information
Nationality: Kenyan
References
References available upon request.
Timeline
Airport Passenger Service Supervisor
JETEX EXECUTIVE AVIATTION (FBO)
12.2019 - Current
Head Concierge
Vida Emirates Hills Hotel
07.2015 - 12.2024
Guest Experience Executive
Al Manzil Hotel Downtown - Dubai
06.2010 - 06.2015
Diploma of Education - Hospitality Management
Kenya Utalii Collage - Nairobi, Kenya
01.2005 - 11.2006
Diploma of Education - Financial Awareness - Capital Increase
Lactera Online - Dubai United Arab Emirates
High School Diploma - High School
St. Teresa's Boys High School - Nairobi, Kenya
Similar Profiles
ISAAC BOGEREISAAC BOGERE
PUSHBACK OPERATOR at JETEX EXECUTIVE AVIATIONPUSHBACK OPERATOR at JETEX EXECUTIVE AVIATION
Ranjith RatnagopalanRanjith Ratnagopalan
Flight Manager at Jetex Flight SupportFlight Manager at Jetex Flight Support
SILVIA INSFRANSILVIA INSFRAN
Charter Sales Advisor at JetexCharter Sales Advisor at Jetex