Open to opportunities

Esther Wanja

@estherwanja

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Customer service professional driving exceptional guest experiences in hospitality.

Kenya

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What I'm looking for

I’m looking to apply my customer-focused hospitality and client-relations skills in a dynamic environment, improving guest experiences, operational workflows, and reporting/metrics while contributing to a team that values excellence and service quality.

I’m a Driven Customer Service Associate with 4+ years’ experience in hospitality and tourism, focused on delivering exceptional guest experiences and operational efficiency in both on-site and remote team settings. I manage reservations, coordinate seating, resolve client inquiries quickly, and help improve service turnover by strengthening check-in procedures.

I’m skilled in leveraging CRM tools, social media management, and administrative systems to support seamless service delivery. I also prepare reports, track key metrics, and implement process improvements that enhance service quality, while coordinating front-of-house operations, compliance with hygiene and safety protocols, and cross-team communication with kitchen and management. Through roles from Hostess and Waitress positions to tourism and wildlife internships, I’ve built strong data collection, stakeholder support, and reporting habits that keep operations accurate and guest-first.

Experience

Work history, roles, and key accomplishments

Current

Hostess

Current

Apero Restaurant

Sep 2022 - Present (3 years 7 months)

Collaborated with management to improve guest check-in procedures, reducing waiting time and improving service turnover. Managed virtual and onsite reservations with accuracy, resolved guest concerns, and supported front-of-house operations to maintain a seamless dining experience.

Customer Service Guest Relations Reservation Management CRM Tools Social Media Management Administrative Support Report Preparation Process Improvement

Intern

Kwale County Government

Jul 2023 - Oct 2023 (3 months)

Conducted research and field data collection on tourism and enterprise programs, compiling analytical reports to support strategic planning and resource allocation. Assisted with tourism marketing materials, event coordination, digital database maintenance, and progress tracking for departmental reviews and accountability reporting.

Field Research Data Collection Report Writing Event Coordination Progress Track Stakeholder Engagement

Waitress

Asha Boutique Hotel & Spa

Oct 2021 - Aug 2022 (10 months)

Managed daily dining operations to ensure smooth service flow and timely delivery of meals in line with hospitality quality standards. Processed payments accurately, updated real-time order reporting with remote management systems, supported marketing promotions via social media, and monitored inventory levels to support availability.

Payments Processing Cash Handling Social Media Management Team Collaboration Safety Compliance

Intern

Kenya Wildlife Service

Apr 2018 - Jun 2018 (2 months)

Conducted animal population tracking and data collection, contributing to 15% more accurate wildlife reports. Delivered conservation education to schools and community groups, enforced safety procedures, supported habitat monitoring, and assisted with conflict resolution and research coordination.

Animal Population Tracking Safety Compliance Wildlife Reporting Conflict Resolution Team Coordination