DORCAS ATIENO

• Achieved cost savings by negotiating contracts and pricing with suppliers.
• Streamlined procurement processes for increased efficiency and reduced lead times.
• Managed supplier relationships to ensure timely delivery of products and services.
• Implemented strategic sourcing initiatives, reducing overall purchasing costs.

• Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
• Streamlined check-in and check-out processes for improved efficiency and reduced wait times.
• Collaborated with housekeeping and maintenance teams to ensure room availability and quality standards were met.
• Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
• Overseeing the daily operations of the front desk with regards to the guests arrival , throughout their stay to their departure.
• -Encourage and demonstrate good communication, excellent team work and continuous training and coaching.
• Provide a welcoming and professional demeanor while handling guests concern promptly and effectively throughout their stay.
• Ability to maintain smooth operation within the front office department in the absence of the front office manager, furthermore ensuring efficient communication with other departments within the hotel.
• Monitor and enforce hotel policies and procedures, ensuring compliance from the front office team.
• Uphold and promote the hotels brand standards and values consistently.
• Ensuring the employees are meeting their individual job responsibilities and helping them to improve if they are not performing well.
• Acting as a role model for other team members by demonstrating positive work habits, such as punctuality and dependability.

* Handle all customer calls / transactions on all areas of operations and relevant departments.
* Follow the call script in a timely manner.
* Accurately capture customer/ transaction comments.
* Achieve an average score of 80% on call quality.
* Capture customer code frames.
* Achieve 100% of daily targets.
* Ensure process KPIs are adhered to and achieved consistently.
* Work on other related process or Ad-Hoc call centre projects during work hours.
* Build rapport with customers by greeting them in a courteous, friendly, and professional manner.
* Listen attentively to customer needs and concerns; demonstrate empathy.
* Ensure that customers understand product information, and be able to provide additional information to customers as needed.
* Prepare complete and accurate work and update customer file.
* Effectively transfer misdirected customer requests to an appropriate party.
* Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.

* Ensure smooth check-in and check-out of guests.

* Handle guest complaints and requests in a professional manner.

* Manage the hotel's reservations and room assignments system.

*Train and supervise front desk staff to ensure excellent customer service.

*Promote and sell hotel amenities and services to guests.

*Maintain accurate records and reports for operations and financials.

*Ensure compliance with safety and security protocols for guest and staff.

* Remain knowledgeable of local attractions, events, and amenities to advise guests.

• Coordinate the activities of the reception team
• Ensure that every phone call is handled in a courteous and professional manner and that all visitors are appropriately attended to
• Responsible for directing inquiries accordingly
• Ensure the safe keep of information displayed for member use and update it regularly
• Ensure the efficient processing of incoming and outgoing mails as it regards the premise
• Responsible for arranging couriers
• Liaise with suppliers to effect the ordering and distribution of items required by firm, mostly on a weekly basis
• Organize celebrations around the premise
• Ensure that the entry desk premises are kept tidy and clean at all times. Ensure the maintenance of the front office, entrance foyer, staff area, and board room
• Responsible for checking the state of stationery and equipment in the reception area and if found to be malfunctioning, the maintenance personnel should be informed to fix it
• Ensure compliance with all company policies, procedures, and guidelines
• Ensure records are kept properly so that they can be easily retrieved for review when needed by relevant personnel
• Provide support, mostly administrative to other members of staff according to the directives of the manager