Bilha Gathura

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.

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.

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.

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.

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.

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.