Emily Mbatha
@emilymbatha
Front Office Specialist with 4+ years delivering hospitality customer support, reservations, and OTA management.
KenyaWhat I'm looking for
I’m a detail-oriented, customer-focused Front Office Specialist with 4+ years of experience supporting guests through hospitality operations, reservations, and high-volume inquiries. I’m skilled in remote communication, calendar and inbox management, and maintaining exceptional service standards.
In my roles as a Front Desk Agent, I’ve managed check-ins/check-outs, guest communication via email, phone, and walk-ins, and handled reservations, cancellations, and booking modifications. I also manage OTA platforms (Booking.com and Expedia), coordinate with housekeeping and maintenance, and maintain accurate billing, payments, and financial records while resolving conflicts professionally.
Today, I’m seeking remote opportunities in virtual assistance, customer support, and reservations, bringing fast, organized support across different time zones with strong problem-solving and team coordination.
Experience
Work history, roles, and key accomplishments
Front Desk Agent
Mara Kimana Luxury Camp
Oct 2022 - Present (3 years 7 months)
Managed guest communication via email, phone, and walk-ins, and handled reservations, cancellations, and booking modifications. Oversaw OTA listings for Booking.com and Expedia, maintained billing/payment records, coordinated with housekeeping and maintenance, and upsold services to improve guest experience.
Front Desk Agent
Amelia Karen Hotel
Dec 2020 - Apr 2022 (1 year 4 months)
Handled front desk operations including check-ins, check-outs, and reservations, while responding to guest emails and phone inquiries professionally. Processed payments, maintained accurate financial records, and resolved guest complaints to maintain a positive experience.
Front Desk Agent
Mara Simba Lodge
Oct 2019 - Mar 2020 (5 months)
Managed guest check-ins and check-outs for 40+ rooms daily and handled guest communication via email and phone. Maintained billing accuracy, prepared operational reports, and provided concierge/customer support services.
Front Desk Trainee
Fairmont Mara Safari Club
Feb 2019 - Sep 2019 (7 months)
Supported reception, reservations, and cashiering operations, assisting with guest communication by email. Helped ensure smooth check-in and check-out processes.
Education
Degrees, certifications, and relevant coursework
Kenya Utalii College
Certificate in Front Office Operations, Front Office Operations
2017 - 2019
Completed a Certificate in Front Office Operations from Kenya Utalii College from 2017 to 2019.
Kaheti Girls Secondary School
KCSE (Kenya Certificate of Secondary Education), Secondary Education
2011 - 2014
Completed secondary education leading to KCSE at Kaheti Girls Secondary School from 2011 to 2014.
Availability
Location
KenyaAuthorized to work in
Job categories
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