agnes Muchangi
@agnesmuchangi
Front office and customer service professional enhancing guest experiences.
KenyaWhat I'm looking for
I am a front office and customer service professional dedicated to transforming guest interactions into lasting impressions. With a strong focus on ensuring smooth operations and efficient problem-solving, I strive to create a welcoming atmosphere for every customer. My expertise in handling reservations, managing inquiries, and resolving service issues has consistently resulted in positive experiences for guests.
Throughout my career, I have successfully improved guest satisfaction and streamlined check-in processes, significantly boosting operational efficiency. My experience as a Customer Service Representative and Front Office Support has allowed me to enhance front office efficiency through the implementation of a digital documentation system, reducing paperwork errors and improving retrieval time. I thrive in fast-paced environments where attention to detail and communication are paramount.
Experience
Work history, roles, and key accomplishments
Customer Service Representative & Front Office Support
Freelance
Nov 2019 - Present (5 years 7 months)
As a Freelance Customer Service Representative, I improved customer satisfaction by 40% through professional inquiry handling and personalized assistance. I optimized email and call management, reducing response time by 35%, and enhanced front office efficiency with a streamlined digital documentation system.
Front Office Management Trainee
Intercontinental Hotel Nairobi
Apr 2019 - Oct 2019 (6 months)
In my role as a Front Office Management Trainee, I reduced check-in time by 30% by implementing a structured pre-arrival reservation system. I effectively resolved guest complaints, leading to a 20% increase in positive reviews through prompt and attentive service.
Front Office Management
Dusit Hotel Nairobi
May 2017 - Jun 2017 (1 month)
As a Front Office Manager, I increased repeat bookings by 25% through a guest preference tracking system. I strengthened brand reputation by resolving guest issues immediately, ensuring a 95% guest satisfaction rate and optimizing reservation management.
Front Office Trainee
Jacaranda Hotel Nairobi
Apr 2016 - May 2016 (1 month)
During my internship as a Front Office Trainee, I enhanced service efficiency by improving reservation accuracy, which reduced check-in delays by 30%. I also increased guest satisfaction scores by 20% through personalized dining recommendations.
Education
Degrees, certifications, and relevant coursework
SUStrathmore University
Bachelor's Degree, Hospitality and Tourism
2014 - 2018
Activities and societies: Member of the Community Outreach Program and Hospitality & Tourism Students of Strathmore (HATSS).
Studied Front Office Management, Guest Relations, Event Planning, and Customer Service as part of the Bachelor’s Degree in Hospitality and Tourism.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
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