ALEX MUNGAI KARIUKI
Doha
Summary
Dedicated Customer Service Officer with 6 years of experience in providing exceptional service across diverse environments, including 5-star hotel, bank and airport. Proven ability to enhance customer satisfaction, handle high pressure situations, and manage guest services with a focus on excellence. Adept at problem-solving, communication, and maintaining high standards of service.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Security and Safety Officer
Group Security Systems Certis International (GSSCI)
Doha
08.2022 - Current
- Managed guest inquiries, offering real-time support and ensuring swift issue resolution to enhance guest satisfaction.
- Assisted with emergency protocols and security measures in a high-traffic environment, ensuring guest safety and well-being.
- Coordinated with housekeeping and other departments to maintain clean and secure guest areas.
- Provided personalized services to guests, contributing to a 90% guest satisfaction rate through hospitality excellence.
- Assisted with VIP guest services, ensuring special requests were fulfilled promptly.
- Delivered outstanding customer service to passengers, addressing inquiries, and providing support with a focus on efficiency and accuracy.
- Assisted VIP guests and special needs passengers, ensuring a seamless and pleasant airport experience.
- Conducted regular training sessions for new team members, improving service standards and team performance.
- Managed and resolved complex issues, contributing to a 95% passenger satisfaction rate.
- At Qatar National Bank & Hamad International Airport
Guest Relations Officer
Sarova Hotel
Nairobi
01.2019 - 07.2022
- Delivered high-end customer service in a 5-star environment, handling guest check-ins, check-outs, reservations, and special requests with a personalized touch.
- Coordinated with departments such as housekeeping, maintenance, and concierge to ensure seamless delivery of guest services and experiences.
- Introduced and implemented new guest service procedures, resulting in improved efficiency and responsiveness across teams.
- Resolved guest complaints with a focus on empathy and professionalism, maintaining the hotel's reputation and ensuring repeat business.
- Trained junior staff in guest service protocols and best practices, enhancing the overall service quality of the front desk team.
- Assisted in organizing and managing VIP and high-profile guest stays, ensuring meticulous attention to detail and personalized service.
Education
High School Diploma - KCSE
Upper Hill High School
Nairobi, KenyaPrimary School Diploma - KCPE
Gatiba Primary School
Kiambu, KenyaSkills
- Guest Service Management
- Hospitality Software
- Housekeeping Operations
- Security & Risk Management
- Incident Reporting
- Inventory Control
- Food Safety Standards
- Cash Handling
- Emergency Response
- Customer Service Excellence
- Microsoft Office
- Team Collaboration
- Problem-Solving
- Time Management
- Communication & Interpersonal Skills
- Attention to Detail
Certification
- Advanced First Aid and CPR Certified
- Fire Safety and Emergency Procedures Certification
- Customer Service Training
- Basic Security Guard Training
- Qatar Ministry of Interior Private Security License
- Computer proficiency
- Driving License
Accomplishments
- Boosted Guest Satisfaction: Elevated guest satisfaction scores by 25%, surpassing department targets through tailored service and proactive issue resolution.
- Process Optimization: Reduced guest check-in and check-out times by 20% by streamlining procedures and enhancing staff training, contributing to a 15% rise in operational efficiency.
- Complaint Resolution: Successfully managed and resolved over 200 high-impact guest complaints annually, maintaining a 98% satisfaction rate in post-resolution feedback surveys.
- VIP Service Excellence: Achieved a 100% satisfaction rating from VIP guests by ensuring all special requests were handled promptly and discreetly, increasing repeat visits by 10%.
- Team Leadership: Trained and mentored a team of 5 junior staff members, increasing their productivity by 15% and improving service consistency across shifts.
Timeline
Security and Safety Officer
Group Security Systems Certis International (GSSCI)
08.2022 - Current
Guest Relations Officer
Sarova Hotel
01.2019 - 07.2022
High School Diploma - KCSE
Upper Hill High School
Primary School Diploma - KCPE
Gatiba Primary School