Emilly Mathu

Directed hospitality operations for Morning Star Resort Machakos and three Chocolate City branches, adapting service delivery across locations. Standardized procurement and inventory tracking, reducing stock variances, food wastage, and pilferage while managing staffing, supply, and guest-complaint challenges.

Increased occupancy rates by 15% through targeted marketing and improved customer-experience strategies. Implemented guest service standards, boosting satisfaction by 20%, while reducing operating costs by 10% and improving retention by 30% through staff development.

Improved front office service quality to increase guest retention by 25%. Reduced check-in and check-out times by 20% through process optimization and staff training while leading a team of 25 and onboarding 15+ new staff.

Streamlined administrative processes, reducing report preparation time by 15% and improving operational efficiency. Implemented a patient management system to reduce billing errors by 10%, introduced appointment scheduling to cut wait times by 20%, and maintained 100% healthcare regulatory compliance.

Improved guest service ratings by 30% through staff performance enhancements and guest feedback programs. Reduced front office operational costs by 10% via scheduling and inventory streamlining, trained staff for a 25% service improvement, and increased bookings by 15% through promotions and personalized service.

Increased occupancy rates by 20% by improving guest communication and delivering personalized services. Maintained a 90% satisfaction rate, grew repeat bookings by 10%, and reduced booking errors by implementing a digital booking system.

Enhanced check-in efficiency, reducing average guest wait time by 15% through workflow improvements. Resolved guest complaints with a 95% satisfaction outcome, increased room occupancy by 10% through reservations and upselling, and trained new front-desk staff.

Increased product awareness by 25% through in-store promotions and event marketing campaigns. Boosted product sales by 20% during promotions and helped execute brand events attracting 500+ customers while building relationships with retailers and clients.

Completed a Diploma in Psychology with certification in January 2022 through Allison.

Completed a Hospitality Management Course through Allison, finalized in June 2022.

Completed the English for Tourism - Hotel Reception and Front Office course with certification in February 2022 through Allison.

Completed Mental Health Studies - Suicide, Behavior, and Substance Abuse through Allison, finalized in October 2020.

Earned a High School Certificate from Kangubiri High School between February 2012 and November 2015.