Charlene Mutunga
@charlenemutunga
Dedicated customer relations professional with a passion for customer service.
KenyaWhat I'm looking for
I am a customer relations professional with a strong commitment to delivering exceptional customer service. Currently, I work as a Guest Service Agent at Dust Princess Hotel Residences, where I manage check-ins, reservations, and guest inquiries. My experience has equipped me with the skills to ensure a welcoming and efficient experience for all patrons, contributing to the establishment's reputation for excellence in hospitality.
Throughout my career, I have developed strong interpersonal and organizational skills, which I leverage to address guest inquiries and complaints promptly and professionally. My previous roles, including as a Head Waitress and a Guest Service Agent Intern, have honed my ability to collaborate with teams to ensure smooth operations and a positive guest experience. I am passionate about creating memorable experiences for guests and continuously seek opportunities to enhance my skills in the hospitality industry.
Experience
Work history, roles, and key accomplishments
Guest Service Agent
Dust Princess Hotel Residences
Jan 2024 - Present (1 year 5 months)
Performed front desk duties including check-ins, check-outs, and reservations. Delivered exceptional customer service by addressing guest inquiries, requests, and complaints promptly and professionally.
Waitress
Pride Inn Plaza
Jan 2022 - Dec 2023 (1 year 11 months)
Welcomed guests, escorted them to tables, and provided menus. Recorded food and drink orders accurately, ensuring modifications were noted.
Guest Service Agent Intern
Dust Princess Hotel Residences
Aug 2023 - Dec 2023 (4 months)
Assisted in administrative duties such as data entry, filing, and maintaining guest records. Handled payments, managed cash, and maintained accurate records.
Head Waitress
Le Chaz Caterers
Jan 2021 - Dec 2021 (11 months)
Supervised waitstaff, assigned duties, and ensured excellent customer service. Interacted with customers, addressed complaints, and fulfilled special requests.
Waitress
Le Chaz Caterers
Jan 2018 - Dec 2020 (2 years 11 months)
Arranged tables, chairs, linens, and table settings for events. Served food and beverages professionally and timely.
Education
Degrees, certifications, and relevant coursework
Kibondeni College
Diploma, Catering and Accommodation Management
Completed a comprehensive program in Catering and Accommodation Management, gaining expertise in front office operations, guest services, and hospitality management. Developed strong organizational and interpersonal skills essential for a professional front office role.
Kibondeni College
Certificate, Service and Food Production
Obtained a Certificate in Service and Food Production, focusing on culinary skills, food safety, and service delivery. This program enhanced my understanding of the hospitality industry from a food and beverage perspective.
Teresa D Lima Girls School
Kenya Certificate of Secondary Education, General Studies
Completed secondary education, achieving the Kenya Certificate of Secondary Education. Developed foundational academic skills and knowledge across various subjects.
Brookfield Academy
Kenya Certificate of Primary Education, General Studies
Completed primary education, achieving the Kenya Certificate of Primary Education. Gained fundamental literacy and numeracy skills.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
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