Open to opportunities

timothy mbaluku

@timothymbaluku

Message

Hospitality and reservations professional with 10+ years managing bookings, switchboard calls, and guest satisfaction.

Kenya

Message

What I'm looking for

I’m looking for a hotel/resort role where I can own reservations and guest communication—handling high-volume calls, accurate bookings, and complaint resolution—while using Opera/Fidelio/MS Office, supporting a strong team, and contributing to consistently excellent guest satisfaction.

I’m a hospitality and customer service professional with over 10 years’ experience in hotels and resorts, including 4+ years as a Reservations Personnel and 3+ years as a Telephone Operator. I’m trusted for handling high volumes of calls, managing reservations, and resolving guest issues in a calm, professional way.

In reservations, I manage incoming calls and provide accurate information on room availability, rates, conferences, and outside catering. I ensure timely confirmations, maintain precise data entry, organize daily duty allocations, and verify/update online bookings so correspondence and vouchers match correctly.

I also bring front-office operational strength from switchboard/PBX work—routing calls, logging wake-up requests, handling guest messages with confidentiality, and supporting paging and emergency communication when required. With strong communication in English and Kiswahili, plus MS Office and hotel systems experience (Opera, Fidelio), I focus on guest satisfaction, proactive problem solving, and continuous training of others.

Experience

Work history, roles, and key accomplishments

Reservations Personnel

Gracehouse Resort

Apr 2018 - May 2026 (8 years 1 month)

Handled incoming calls and managed reservations for rooms, conferences, and events, ensuring accurate data entry and timely confirmations. Conducted staff trainings, resolved guest complaints and special requests, and followed up for feedback while compiling end-month reports.

Incoming Call Management Reservations Management Booking Management Data Entry Conflict Resolution Reporting Opera Fidelio Word Excel Outlook

Receptionist/Cashier

Nomad Palace Hotel

Jan 2017 - Dec 2017 (11 months)

Provided customer greeting and first-imperson impression, answered basic inquiries, and handled customer complaints. Managed payments, issued invoices and receipts, balanced the till, and reconciled daily cash, card, and mobile money transactions.

Customer Service Front Desk Reception Complaint Handling Payment Processing Cash Handling Payments Cash Reconciliation

Telephone Operator

Sarova Panafric

Jan 2013 - Dec 2016 (3 years 11 months)

Operated the hotel switchboard/PBX by routing incoming calls to guest rooms, departments, and staff. Handled wake-up call requests and guest messages, provided service and local area information, monitored usage via Teleman, and coordinated with IT/maintenance for telephone extension issues.

Routing Wake Up Call Processing Confidentiality Teleman Usage Monitoring

Industrial Attachments (Front Office)

Sarova Stanley Hotel

Jun 2012 - Oct 2012 (4 months)

Supported front office and switchboard operations as part of industrial attachment. Gained hands-on experience in guest relations and telephone handling within daily hotel operations.

Front Office Guest Relations Hotel Operations

Industrial Attachments (Rotational)

Kivi Milimani Hotel

May 2011 - Aug 2011 (3 months)

Completed rotational training across hotel departments as part of industrial attachment. Built foundational experience in guest relations, telephone handling, and daily hotel operations.

Rotational Departmental Training Guest Relations

Education

Degrees, certifications, and relevant coursework

Kenyatta University

Bachelor’s Degree, Hospitality and Tourism Management

2008 - 2012

Activities and societies: Active member, Kenyatta University Outreach Programme (KUCOEP).

Earned a Bachelor’s Degree in Hospitality and Tourism Management at Kenyatta University (2008–2012). Active in the Kenyatta University Outreach Programme (KUCOEP).