Janet Gitau
Dubai
Summary
I am an Integral customer service professional who seeks to get things done. I am passionate about meeting customer needs and ensure smooth running of the customer service department, by ensuring tasks are done promptly and as per schedule.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Guest Experience Expert
Dubai Marriott Harbour Hotel
Dubai, UAE
02.2022 - Current
- Operate telephone switchboard station
- Answer record and process all guests’ requests, question or concerns and follow up to ensure each has been met to guests’ satisfaction
- Run and check daily reports, contingency lists and credit card authorization reports Verify or adjust billing for guests
- Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy
- Anticipate guest needs by building good rapport
- Operate telephone switchboard station
- Answer, record, and process all guest calls, messages, requests, questions, or concerns
- Coordinate with Housekeeping to track room status and guests concerns
- Process all guest check-ins, check-outs, room assignments, room change and requests.
Real Estate Agent
Gropper Ltd
12.2020 - 11.2021
- Maintain and update listings of available properties
- Determine clients’ needs and financials abilities to propose solutions that suit them
- Prepare necessary paperwork
- Promote sales through advertisements, open houses and listing services
- Remain knowledgeable about real estate markets and best practices
Guest Relation Officer
05.2018 - 03.2020
- Address customer complaints and escalate to Guest Relations manager when needed
- Review arrival lists to welcome guests
- Provide Information about amenities, area and venues in promoting services
- Anticipate guest needs by building good rapport
- Ensure Compliance with Health and Quality standards
- Ensure room allocation is done as per guest’s request
- Consistently achieve guests contact, service delivery and quality customer service
- Keep up to date with Emergency evacuation procedures and hotlines
- Flexibility in assisting other departments in response to business needs and Guests demands
- Communicate to all departments on special services required as per the Guest recognition program before arrival
- Provide a constant point of reference for guests
Front Office Shift Leader
06.2017 - 12.2017
- Marriott Executive apartments, Bahrain
- Assist staff with expediting problem payments (e.g., problems processing credit card)
- Follow up with guest regarding satisfaction with guest- related issues
- Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key
- Process all check-outs including resolving any late and disputed charges
- Answer, record, and process all guest calls, messages, requests, questions, or concerns
- Coordinate with Housekeeping to track readiness of rooms for check-in
- Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy
- Count bank at the beginning and end of shift
- Balance and drop receipts according to Accounting specifications
- Assist management in training, motivating, and coaching employees; serve as a role model
- Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications
- Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional
- Assist staff with expediting problem payment
- Anticipate sold-out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations.
Guest Service Agent
12.2015 - 05.2017
- Process all guest check-ins, check-outs, room assignments, room change and requests
- Secure payments and activate or reissue room keys
- File guest paperwork and documentation
- Run and check daily reports, contingency lists and credit card authorization reports Verify or adjust billing for guests
- Coordinate with Housekeeping to track room status and guests concerns
- Operate telephone switchboard station
- Answer record and process all guests’ requests, question or concerns and follow up to ensure each has been met to guests’ satisfaction
- Achievement: Associate of the month for June 2016
Health Club Attendant
01.2014 - 11.2015
- Bahrain
- Create and Maintain Relationships with Clients
- To provide professional services to our guests in accordance with Marriott standards operation, presentation and sanitation, in a gracious and professional manner whilst ensuring the guest safety at all times in the Health Club and Pool Area.
Education
High School Diploma - High School Diploma
Mahiga High School
Nairobi Kenya 04.2007 - 11.2010
Skills
Use of Opera for Customer support Customer relationsundefined
Certification
Task Force | The Dubai Edition (May 23 - June 23)
Timeline
Guest Experience Expert
Dubai Marriott Harbour Hotel
02.2022 - Current
Real Estate Agent
Gropper Ltd
12.2020 - 11.2021
Guest Relation Officer
05.2018 - 03.2020
Front Office Shift Leader
06.2017 - 12.2017
Guest Service Agent
12.2015 - 05.2017
Health Club Attendant
01.2014 - 11.2015
High School Diploma - High School Diploma
Mahiga High School
04.2007 - 11.2010
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