SHARON MWENDA
@sharonmwenda
Dynamic hospitality professional with expertise in guest relations and operations.
KenyaWhat I'm looking for
I am a dynamic and adaptable professional with over 3 years of experience in guest relations, front office operations, and reservations. My career has been built on a robust foundation in customer support and client management, where I have honed my skills in multichannel communication and problem resolution. I am passionate about leveraging my strong organizational abilities and empathy to contribute to a remote team focused on achieving outstanding customer satisfaction.
Throughout my career, I have consistently delivered exceptional customer service, anticipating needs and exceeding expectations in high-pressure environments. My experience includes managing reservation operations for a 231-guest room hotel, where I utilized various online travel agency platforms to optimize room occupancy and ensure accurate bookings. I have been recognized as an Extraordinary Employee for my dedication and significant contributions to hotel operations, which reflects my commitment to excellence in service delivery.
I thrive in collaborative environments, working closely with cross-functional teams to facilitate seamless guest experiences. My ability to build rapport and trust with diverse clientele has been instrumental in enhancing client satisfaction and fostering long-term relationships. I am eager to bring my expertise to a new role where I can continue to make a positive impact in the hospitality industry.
Experience
Work history, roles, and key accomplishments
Reservations Executive
Argyle Grand Hotel
Jan 2024 - Present (1 year 7 months)
Solely managed all reservation operations for a 231-guest room hotel, demonstrating exceptional organizational skills and capacity for high-volume workload management. Expertly utilized Opera PMS and various Online Travel Agency platforms, including Booking.com, Expedia, Ctrip, and Hotel Beds, to ensure accurate bookings and optimize room occupancy.
Front Office Agent
Argyle Grand Hotel
Dec 2023 - Present (1 year 8 months)
Provided exceptional front-line customer service and support to hotel guests, managing check-ins, check-outs, and a variety of guest inquiries. Utilized Opera PMS for guest registration, account management, and service coordination, demonstrating proficiency in key hotel management software.
Guest Relations Officer
Hotel Boulevard
Apr 2023 - Present (2 years 4 months)
Provided front-line guest support by expertly managing inquiries, requests, and feedback for diverse international clientele, significantly contributing to guest satisfaction. Resolved complex guest issues and complaints with empathy and efficiency, often de-escalating tense situations and collaborating with relevant departments.
Front Desk Associate
Maa Hotel and Suites
Mar 2022 - Present (3 years 5 months)
Managed comprehensive check-in and check-out processes for a high volume of guests daily, ensuring accurate registration, room assignment, and secure payment processing. Provided exceptional first-line customer service by promptly and courteously addressing diverse guest inquiries, special requests, and minor issues, enhancing overall guest satisfaction.
Guest Relations Specialist
Edmor Group
Jan 2021 - Present (4 years 7 months)
Managed comprehensive guest and tenant relations for a diverse portfolio of properties, including short-term hotel rooms and long-term residential rentals, ensuring high satisfaction across both segments. Served as the primary point of contact for all inquiries, concerns, and service requests from booking to post-stay/lease, demonstrating exceptional multichannel communication skills.
Education
Degrees, certifications, and relevant coursework
TKTechnical University of Kenya
Bachelor of Science, Hospitality Management
2016 - 2022
Undertook a comprehensive curriculum in Hospitality Management, gaining expertise in guest relations, front office operations, and reservations. Developed strong skills in customer support, client management, and service delivery.
Ikuu Girls High School
Kenya Certificate of Secondary Education, General Studies
Completed secondary education, achieving the Kenya Certificate of Secondary Education. Focused on a broad curriculum to prepare for higher education.
St. Charles Lwanga
Kenya Certificate of Primary Education, General Studies
Completed primary education, earning the Kenya Certificate of Primary Education. Developed foundational knowledge across various subjects.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
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