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Dorothy Wandia

@dorothywandia

Customer Support Specialist at Tala Ridge Country Resort, resolving guest complaints and improving satisfaction by 15%.

At Tala Ridge Country Resort, I resolved guest complaints using a structured approach, improving satisfaction scores by 15%. I also managed check-ins and check-outs for up to 200 guests daily, maintaining 98% accuracy in reservations and billing.

I optimised front desk workflows, reducing processing time by 30%, and kept guest records accurate in the Property Management System. I processed and reconciled cash and digital payments and supported management with calls, emails, reports, and event organisation.

As Interim Manager at Tala Ridge Country Resort, I supervised daily front office operations and coordinated service across teams during a transition period. Earlier, I handled guest enquiries and reservations at Ideal Palace Hotel and supported front desk operations at Nkubu Heritage Hotel.

Experience

Work history, roles, and key accomplishments

Front Desk Receptionist

Tala Ridge Country Resort

Aug 2023 - Oct 2026 (3 years 2 months)

Resolved guest complaints using a structured approach, improving satisfaction scores by 15%. Managed check-in and check-out for up to 200 guests daily, keeping reservations and billing accurate (98% accuracy) and reducing wait times at peak hours.

Complaint Resolution Customer Service Property Management Systems Cash Handling Billing Reservations Team Coordination Workflow Optimization Report Preparation Event Organization Stock Management

Interim Manager

Tala Ridge Country Resort

Dec 2022 - Jul 2023 (7 months)

Supervised daily front office operations and guest services, keeping service uninterrupted during a transition period. Led coordination between front desk, housekeeping and restaurant teams to improve service efficiency.

Supervision Team Coordination Workflow Improvement Staff Scheduling Task Assignment Customer Feedback Analysis Service Quality Monitoring

Head Waitress

Tala Ridge Country Resort

May 2021 - Nov 2022 (1 year 6 months)

Supervised dining service for up to 200 guests and coordinated schedules for a team of 10. Handled guest enquiries and special requests, supporting repeat business.

Dining Supervision Team Coordination Guest Relations Training Customer Service

Receptionist

Ideal Palace Hotel

Apr 2020 - Apr 2021 (1 year)

Handled about 120 guest interactions daily with 98% accuracy in billing and room allocation. Processed check-ins and reservations and kept organized booking and transaction records in the PMS.

Customer Service Billing Reservations Property Management Systems Scheduling Complaint Resolution Coordination

Hospitality Attaché

Nkubu Heritage Hotel

Feb 2019 - Aug 2019 (6 months)

Supported front desk operations including reservations, check-ins and guest enquiries. Maintained accurate booking records and guest documentation, and coordinated with housekeeping and food and beverage teams.

Reservations Check ins Guest Enquiries Record keeping Coordination