Joyce Millicent

I am passionate tourism and travel manager with a degree in Ecotourism and Hospitality management. I have 5+ years’ experience in Supervising, management, analytical skills for diagnosing, describing, analyzing and solving tourism and hospitality related problems. Experience in People front office management, House keeping,Food and Beverage service department, Food production department(kitchen) and Accounts and credit department, formulation and implementation of business models. Experience in capacity building skills with a keen understanding of business and development issues. In-depth understanding of organization development, with a good understanding of customer needs. Experience working with county governments, Reliable abilities to work independently, excellent computer skills, think innovatively and strategically and work effectively alone and as part of a team. I am competent in computer analytical and statistical packages MS office suite (MS word, MS excel and access). I have strong communication and interpretation skills. I am a strong believer in hard work, resilience and patience in pursuit of my dream ambitions and implementation of set objectives. I am a team player who believes in meeting my target within the stipulated time frame without supervision.

WORK EXPERIENCE

CUSTOMER CARE-AGFEC GROUP OF COMPANIES LTD-(APR 2020-Date)
Get the pitch to the right customers, so that they end up buying the product or availing the services.
Sorting and sending emails
Keeping proper records of the customers.
Maintaining and updating the customer’s information regularly.
Providing the best possible solution of the queries of the clients
Making products service reports by collecting and analyzing the information provided by customers
Finding prospective sales 
Finding organizations and individuals online who can end up becoming customers 
Contacting the clients through phone calls and emails 
Attending various seminars and meetings which can help in the growth of the organization .
Schedule meetings and manage calenders.
Keeping an inventory of office supplies and orderin new ones when necessary.

MANAGER-LESIOLO RESORT-(AUG 2017-FEB 2020)
As  the hotel manager, I am tasked with overall performance and smooth runnig of the resort, ie;

Day to day operations of the resort by overseeing food and beverage staff, events, housekeeping and other functions.
Recruiting, training and supervising staff.
Ensuring that accomodation bookings are kept up to date in reservation system.
Attending to guests'personal requests and resolving issues that guests may have during their stay.
Ensuring all guests receive high quality services to their satisfaction.
Planning sales and marketing campaigns. 
Planning budgets, setting sales targets and managing accounts.
Analyzing sales figures and producing reports.
Meeting and greeting guest.
Resolving customer and office related issues.
Monitor efficiency of service and exercise quality control for bith food and beverage and overall service.
Develop and implement service delivery standards
Constantly review, monitor and adopt reasonble  measures to improve quality of service.

HOUSE KEEPING MANAGER AND RECEPTIONIST-Royal Palm Hotel, Nakuru (AUG 2015-DEC 2016
Coordinating housekeeping needs with other hotel department managers
Working with hotel guests who have specific house needs
Purchasing cleaning suppliers and equipment 
Developing staff schedules 
Performing cleaning tasks when staff don’t show up for work or the team is shorthanded.
Hiring and training staff.

As a receptionist i was tasked to;
•Welcome guests and directing them
•Deal with enquiries in person and online.
•Assist and support management in liasing with housekeeping.
•Come uo with satisfactory resolution of any problem that may arise.
•Promoting services nad special offers.
•Taking staff and guest mesages.

Attached, Kenya Wildlife Service ( Lake Nakuru National Park) 
Sept 12th- Nov 28th 2014:
 

2012-2015: Egerton University.
                Bachelor of Science (Ecotourism and Hospitality Management)

2007-2010: Cardinal Otunga Girls' High School.
                   K.C.S.E - Mean Grade of B + (Plus).

2004-2006: St. Catherine Nangina Girls' Boarding Primary School
                   K.C.P.E; 349 MARKS
     
1997-2006: Buduma Primary School