Martha Munene

Optimistic/passionate/open-minded/team player/goal oriented 

The Broadmoor, Colorado Springs, USA.
Executive Office 14th September 2022 - 14th October 2022
• Taking calls and guest information on behalf of the Executive management office.
• Extending guest services to VIP guests such as organizing impromptu meetings and planning itinerary.
• Taking meal or beverage orders on behalf of the executive team members.
• Prioritizing official documents that need signing such as expense reports and vouchers and scanning to respective department managers.
• Organizing variety of  executive office’s paperwork in their respective cabinets.
• Writing and mailing letters responding to donation requests referral letters to potential future guests.

Concierge Spa agent 17th April 2022- 14th October 2022
• Utilized Forbes 5-Star standards and cross-departmental channels to fulfil guests’ requests ranging from dining, activities, spa and transportation reservations.
• Communicated with over 1000+ guests via telephone, email, and text to confirm guest arrangements.
• Remained gracious and polite with all guest complaints.
• Studied and became familiar with all restaurants, local activities and attractions to recommend to guests.
• Utilized Property Management System, (AS 400) to create itineraries, verify room reservations, input guests’ requests, and arrange guest activities.
• Utilized Navis Reservation Sales Suite application for inbound calls, outbound calls, and research call history.
• Utilized Open Table web application to set dining reservations in The Broadmoor Hotel's six restaurants and holiday events.
• Utilized Alice web application system to distribute shift assignments and arrange transportation options for our guests such as rental cars.
• Utilized Zingle web application to send and receive messages with guest cell phones to confirm reservations, arrange transportation, and coordinate guest activities.
• Utilized Spa Soft Software to view schedule, audit appointments, and book spa services for guests and golf club members.

Front desk agent 25th October 2021- 17th April 2022. 
• Trained in Forbes 5-star standards for Guest Service
• Utilized the  Property Management System (AS 400) to handle over 1000+ check ins and check out procedures.
• Handled foreign currency, guests’ cheques, analysing gift certificates and redeeming and issuing gift cards.
• Graciously helped inhouse guests and resolved their complaints.
• Utilized the knowledge of the property to give clear and precise directions to inhouse guests.
• Training on-the-job new Front desk agents.

ICEALION Head office, Westlands, Kenya. 
Data entry intern, Customer service-31st March 2021- 14th October 2021 (7 months) 
• Utilized Unit Master system, in creating and editing Individual, Agents, Group and Corporate accounts for clients opening trust funds such as money market funds, growth funds, equity funds and bond funds.
• Organized guest’s forms and data with utmost confidentiality.

Intercontinental Nairobi, Nairobi CBD. 
Housekeeping and laundry intern - 13th January 2020 – (3 months)   
• Used the Opera system to check room status, ensured rooms are up to the standards and responded to guests’ requests. 
• Worked in the housekeeping department office and used phone etiquette to respond to guest’s requests.
• Shadowed Leading Housekeeping Auditor in inspecting rooms.
• Sorted out dirty linen, cleaned inhouse linen and guests’ linen, steam ironed different linen and feed others to the calendar. 

Voyager Beach Resort, Mombasa Kenya. 
Intern- 7th January 2019- (3 months) 
• I got overall training in all hotel departments including their sub-divisions which included:
• Food and beverage, Service, Accounting, Housekeeping, Laundry, Reservations and Front Office.
• Worked in all Kitchen departments, did service in restaurants & conferences. Cleaned and supervised rooms. Loaded machines and folded linen. Received, issued goods and stock taking. Received guests, briefed them about the hotel’s services and escorted guests to their rooms.

Gertrude’s Children’s Hospital, Nairobi West. 
Community Intern- 26th November 2018 – (250 hours) 
• Aided the nurses in triaging sick children and recorded patients’ details in the Kranium Technology System.  
• Worked at the front office where I received patients and did a stocktake of vaccines. 
 

First class honours in Bachelor of Science in Hospitality Management