FRIDAH KAGENDO

An enthusiastic and organized hotelier with 9 years of experience in hospitality management and leading teams to deliver exceptional customer service. Committed to mentoring teams to success through providing training on upselling, visual merchandising, and promoting a safe environment and quality service to achieve maximum customer satisfaction. Excels at creating a positive and productive work environment while meeting all operational goals. A reliable and supportive leader capable of coaching and developing individuals to enable them to fulfill their potential and add value to the organization.
 

Receptionist                                                                                                                                Jun 2013 - Sept 2013 
Pride Inn Westlands'
key highlights
⦁ Created a positive experience for guests from check-in to check-out to maintain the professional standards of the hotel and meet the set expected standards.
⦁ Responded professionally to all inquiries and made reservations for guests while processing new bookings to ensure accuracy in data capturing.
⦁ Proactively anticipate customer needs by welcoming guests with drinks and attending to their requests, resulting in an improved customer experience.
⦁ Maintained a detailed knowledge of hotel operations, safekeeping of money performed checking out the guests, and ETRs were issued to every guest accompanied with the receipt.
⦁ Cashiering duties - receiving payments, ensuring proper cash drop procedure, issuing receipts and proper reconciliation of money be it cheque, credit card, visa, or cash.
⦁ Carefully followed up on all paid-outs during cashier closure.
⦁ Completed all aspects of general administrative duties

floor supervisor

Aug 2014 - Jan 2021
Muthaiga Country Club
key highlights
⦁ Shapeshifted the overall performance, including delegating duties to team members, and creating work schedules and duty rotas for management efficiency.
⦁ Consistently outperform the daily operations of room inspection of all checkouts and spot checks of all occupied rooms to help arrange all housekeeping activities.
⦁ Developed and maintained key management procedures, leading to increased ease of access to key information for rapid decision-making.
⦁ Heightened the standards of services by organizing monthly resilience training for employees and conducting appraisals for the junior housekeeping staff with an emphasis on customer service.
⦁ Reinforced staff development to achieve superhub customer service while maintaining good rapport and overseeing maintenance defects to improve performance.
⦁ Standardized coordination while performing a pivotal role in facilitating housekeeping, maintenance, front office operations, and laundry to accelerate customer service satisfaction.
⦁ Enforced performance standards, policies, and procedures in handling guests’ complaints 
⦁  Ensuring compliance with the security procedures, and fire regulations and maintaining the ISO standards.
⦁ Generated sales potential by handling minibar, reconciled and replenished to increase sales for the merchandise through structured sales reports.
⦁ Event planning and floral arrangements .
 

2022-2022
African Leadership Group
virtual assistant
2011-2013
Kenya Utalii College
housekeeping and laundry