Open to opportunities

Kenneth Mutai

@kennethmutai

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Customer-focused Front Office professional with 15 years of experience.

Kenya

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What I'm looking for

I am seeking a role that values exceptional customer service and offers opportunities for growth and development.

With over 15 years of experience in the hospitality and healthcare sectors, I am a dedicated Front Office professional committed to delivering exceptional service. My career has been marked by my ability to manage high-volume environments effectively while ensuring that every guest and patient receives a memorable experience. I have honed my skills in administrative support, patient relations, and team leadership, making me a valuable asset to any organization.

At The Nairobi Hospital, I have successfully managed check-ins, discharges, and insurance verifications for over 200 patients monthly, while also processing significant financial transactions. My collaborative approach has allowed me to work across multiple departments to enhance patient flow and satisfaction. Additionally, I take pride in training new staff, improving onboarding efficiency, and contributing to data-driven decision-making through regular reporting.

Experience

Work history, roles, and key accomplishments

Current

Front Office Staff

Current

The Nairobi Hospital

Jun 2013 - Present (11 years 11 months)

Welcomed over 100 patients and visitors weekly, ensuring a professional and empathetic experience. Managed check-ins, discharges, and insurance verifications for over 200 patients monthly, processing payments exceeding $20,000 monthly and resolving billing inquiries. Maintained over 1,000 records using CARE2000, QMS, and KRANIUM systems and collaborated across departments to enhance patient flow a

Billing CARE2000 KRANIUM Administrative Support MS Office Suite Team Leadership Reporting

Front Office Receptionist / Cashier

Mombasa Serena Beach Hotel & Spa

Sep 2011 - Present (13 years 8 months)

Handled 50–70 check-ins/check-outs daily with a 95% satisfaction rate. Managed over 500 monthly reservations using Fidelio and Opera systems. Upsold services and coordinated concierge activities, boosting guest spend.

Billing Fidelio Opera Reserving

Receptionist

Nairobi Serena Hotel

Dec 2009 - Present (15 years 5 months)

Registered 60–80 guests daily, ensuring seamless check-in and payment processes. Consistently received high satisfaction scores on post-stay surveys. Proactively addressed guest needs, increasing repeat bookings.

Payment Processing Customer Service

Front Office Intern

Utalii Hotel

May 2008 - Present (17 years)

Rotated through reception, reservations, concierge, and telephony departments. Managed over 200 weekly bookings and 50 daily guest interactions. Achieved a high booking accuracy rate and coordinated logistics for rooms.

Reserving Logistics Coordination