Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Zamzam Adan

Front Desk Agent/Front Desk Receptionist/Customer Service Agent.
Nairobi

Summary

Dynamic and adaptable Front Desk Agent with over 4 years in hospitality industry coming with proven track record at Tamarind Beach Hotel where enhancing customer satisfaction through exceptional service and efficient problem resolution was my main expertise. Skilled in Opera PMS and Microsoft Office, with a flair for fostering multicultural interactions. Demonstrated leadership in training peers and students in attachment, significantly contributing to sales growth by recommending heavy presence on social media platform as a marketing strategy which bore fruits after a 10% increase on local tourist was marked in the 2023 financial year and overall operational excellence hence making Tamarind a dear destination for both local and international tourist. Ready and willing to work in a multicultural company of Qatar Airways.

Overview

3
3
years of professional experience
6
6
years of post-secondary education

Work History

Front Desk Agent

Tamarind Beach Hotel
08.2022 - Current
  • Provided guest with information about their hotel rooms, room rates and facilities of hotel.
  • Served as first point of contact of over 50 customers and handle their requests and complaints, registration and reservations.
  • Ensured all check-out guests payment is balanced at end of shift.
  • Provided personalized services to guest based on their needs from arrival, during their stay check-out targeting to achieve high level of customer satisfaction.
  • Received, greeted and personally escorted guests to their rooms to make them feel comfortable and welcomed.
  • Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
  • Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
  • Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
  • Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
  • Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
  • Handled incoming calls professionally, directing inquiries to appropriate personnel as needed
  • Provided exceptional service during high-volume periods or challenging situations, ensuring seamless experience for all guests.
  • Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure
  • Collaborated with housekeeping staff to maintain cleanliness standards in lobby and common areas
  • Maintained accurate records of guest information, payments, and reservations using hotel management software systems Opera PMS

Customer Service Representative

Swahili Beach Hotel
11.2021 - 04.2022
  • Conducted training sessions for Customer Service Representatives on various aspects of job including soft skills development, product knowledge enhancement, and procedural updates.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Handled over 20 customer calls daily efficiently, finding satisfactory resolutions for customers doing different inquiries on different aspects of hotel.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into team
  • Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.

Education

Associate of Arts - Diploma in Hospitality And Hotel Management.

Thika School Of Medical And Health Science
Nairobi,Kenya.
05.2016 - 07.2018

High School Diploma -

Katharine Girls High School
Meru County
01.2011 - 09.2014

Skills

  • Knowledge of opera PMS systems(Oracle hospitality)

    • Skilled and proficient in computer software's ie MS Word, Excel

    Highly flexible and well conversant working on shifts

  • Thrives in a multicultural setting and highly adaptable

    • Fluently in English both spoken, written

  • Excellent interpersonal skills

References

Miraj Ali-Manager Tamarind Beach Hotel

m.ali09@gmail.com

+254720456177 

Timeline

Front Desk Agent

Tamarind Beach Hotel
08.2022 - Current

Customer Service Representative

Swahili Beach Hotel
11.2021 - 04.2022

Associate of Arts - Diploma in Hospitality And Hotel Management.

Thika School Of Medical And Health Science
05.2016 - 07.2018

High School Diploma -

Katharine Girls High School
01.2011 - 09.2014

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Zamzam AdanFront Desk Agent/Front Desk Receptionist/Customer Service Agent.