Open to opportunities

Bilha Gathura

@bilhagathura

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Dedicated hotel management professional with strong customer service skills.

Kenya

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What I'm looking for

I am looking for a role that values teamwork and offers opportunities for growth in the hospitality industry.

I am a certificate holder in Hotel Management with valuable experience in reservations and reception roles. My journey in the hospitality industry has equipped me with a versatile skill set, enabling me to efficiently manage front desk operations and enhance customer satisfaction. I am committed to delivering exceptional service and eager to contribute my expertise to a dynamic hospitality team.

Throughout my career, I have consistently demonstrated my ability to handle pressure and adapt to new technologies. My experience as a Call Center Agent allowed me to transform call management processes, increasing customer satisfaction by 20%. I have also streamlined booking processes and improved communication efficiency, resulting in significant boosts in guest satisfaction and positive feedback.

Experience

Work history, roles, and key accomplishments

Call Center Agent

Shipbox Limited

Nov 2024 - Present (8 months)

Transformed call management process, increasing customer satisfaction by 20% through urgent call categorization and resolving delivery delays with complimentary service. Achieved 60% reduction in call handling time through automated messages and product links, leading to increased repeat orders and client preference.

Customer Satisfaction Customer Engagement Product Client Communication Order Processing

Reservation Agent/Front Desk Operator Intern

Sunnsand Beach Resort

Jul 2024 - Present (1 year)

Streamlined booking process for 20-50 guests daily, proactively addressed pending bills at check-in, and maintained payment accuracy with comprehensive guest data entry. Optimized team operations by seamlessly transitioning between reservation and front desk, boosting efficiency by 30% during group check-ins.

Payment Processing Team Coordination Customer Service Communication Efficiency Improvement

Housekeeper/Public Area Attendant

Taita Hills and Salt Lick Safari Lodge

Oct 2023 - Present (1 year 9 months)

Responded to guest requests and queries, providing one-on-one attention to detail leading to 90% improvement in guest feedback. Managed public areas to ensure cleanliness 24/7, enhancing guest experience during their stay.

Housekeeping Public Area Management Guest Feedback Management Room Turnover Inventory Management Communication

Waitress

Ruai Hotel

Dec 2020 - Present (4 years 7 months)

Delivered quick and recommendable services to guests, boosting reviews by 90%. Demonstrated full knowledge of all menu items, contents, and preparation methods to provide suggestions based on customer preference.

Customer Service Table Management Food And Beverage Service Restaurant Standards Order Processing Customer Experience Communication

Education

Degrees, certifications, and relevant coursework

Dananagirls High School

High School Diploma, General Studies

Activities and societies: Debate, Sports

Engaged in a diverse curriculum including mathematics, science, literature, and social studies, fostering critical thinking and problem-solving skills. Participated in extracurricular activities such as debate and sports, enhancing teamwork and communication abilities while developing time management and leadership skills.

Air Travel and Related Studies Center

Certificate, Hotel Management

Acquired comprehensive knowledge in hotel operations, including front desk management, customer service excellence, housekeeping standards, and food and beverage management. Engaged in practical activities such as reservations management, event planning, and financial analysis, enhancing skills in hospitality and organizational efficiency.