STEPHEN ARUNGA
Dubai
Summary
Customer-centered Bellman offering 3 years of experience interacting with sophisticated clientele. Great at prioritizing tasks and resolving issues with calm demeanor and timely solutions. Effective communicator with proven history of tact, diplomacy, and professionalism.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
5
5
years of professional experience
Work History
Guest Arrival Expert- Bellman
The Ritz Carlton Hotel
07.2023 - Current
- Acknowledged and greeted building residents and guests with courtesy and urgency by opening doors and offering assistance.
- Escorted guests into property and introduced to front desk or concierge personnel to maintain continuity of service.
- Answered lobby phone calls using standard professional greeting and assisted callers with directions or instructions for building.
- Transferred luggage, bags and other items from vehicles and main lobby to and from guest rooms with wheeled cart.
- Provided guests with information regarding hotel's amenities, local attractions, nightlife, dining options, museums and concerts.
- Delivered newspapers, mail, packages, faxes, and check-out invoices to guest rooms.
- Responded immediately to any guest requests or concerns and promptly resolved issues.
- Maintained knowledge of destination and answered customer questions within scope of understanding.
- Trained and supervised new staff members on baggage handling procedures.
Doorman
Voco Dubai an IHG Hotel
01.2021 - 06.2023
- Arranged for transportation to and from airport, train station and events for visitors
- Scheduled deliveries of flowers, gifts and other products and made reservations for spa services and dining
- Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills which led to guest love by 45%
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Learned new skills and applied to daily tasks to improve efficiency and productivity by 10%
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting
- Conducted research, gathered information from multiple sources and presented results
- Explained important features of guest rooms to travelers
- Notified front desk manager of any guest issues in need of additional attention.
Housekeeping Attendant
Dream City Hotel Apartments
11.2019 - 12.2020
- Completed pre-cleaning duties by setting up cleaning carts with fresh linens, cleaning supplies and requested guest supplies
- Used Opera system to update status of each guest room and record maintenance needs
- Trained more than 6 new employees on departmental procedures and helped in finding cleaning supplies
- Used chemicals by following safety protocols and procedures to avoid burns and injuries
- Operated wet-vacuums, buffing machines, vacuums and upholstery cleaners to clean rugs, carpets and upholstered furniture
- Slid beds, sofas, and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas
- Engaged with guests on room requirements and amenities to promote overall satisfaction.
Education
Certificate In Storekeeping - Purchasing, Procurement, And Contracts Management
Kenya Institute of Management
Nairobi11.2016
Certificate - Computer Software Applications
Prince Computer Collage
Nairobi03.2015
Diploma - Higher Secondary Education
St. Ignatius Mukumu Boys High School
11.2007
Skills
- Telephone etiquette
- Detail Oriented Individual
- Safety policies and procedures
- Customer Service Knowledge
- Excellent Communication Skills
- Training and mentoring
- Guest Errands
Arears Of Expertise
- First and last impression
- Local Area Information knowledge
- Valet assistance
- Baggage ticketing and transportation
- Hotel facilities promotion
- Master key handling
- Point-of-sale system operation
- LQA, BSA audit knowledge
Accomplishments
- Received high score ratings from guest surveys due to professionalism, exceptional service and quick response times.
- Mentored newly hired individuals in property processes and procedures which alleviated employee turnover by 45%.
- Informed guests of the establishment's array of services, including the car spa, salon and upscale restaurants, improving overall sales.
Languages
English
Bilingual or Proficient (C2)
Swahili
Bilingual or Proficient (C2)
Personal Information
- Gender: Male
- Nationality: Kenyan
- Visa Status: Employment Visa
Hobbies and Interests
- Travelling and Adventure
- Charity and Community work
- Reading Novels
References
References available on request.
Timeline
Guest Arrival Expert- Bellman
The Ritz Carlton Hotel
07.2023 - Current
Doorman
Voco Dubai an IHG Hotel
01.2021 - 06.2023
Housekeeping Attendant
Dream City Hotel Apartments
11.2019 - 12.2020
Certificate In Storekeeping - Purchasing, Procurement, And Contracts Management
Kenya Institute of Management
Certificate - Computer Software Applications
Prince Computer Collage
Diploma - Higher Secondary Education
St. Ignatius Mukumu Boys High School
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