Maureen Oloo

A dedicated Customer Service professional with invaluable experience in the hospitality
industry sales business. Maintains professional appearance and demeanor and expertly
completes assigned tasks with focus on quality. Dependable and quick-learning team player
with effective communication, interpersonal and organization skills. Personable and
energetic individual committed to delivering excellence in all facets of customer service and
office administrative support.

1. Waitress
Grand Royal Swiss Hotel (Kisumu)
Period: April 2017 - October 2017
Roles and accomplishments
 Served more than fifty walk-in customers in the A’la carte restaurant daily by greeting
them, taking their orders, communicating with members of the kitchen about orders
and carrying meals or beverages to the correct tables where specific guests sat.
 Handled high profile guests who included politicians, county heads and other high
ranking professionals who frequented the hotel.
 Ensured all guests and corporate clients coming for meetings had a positive
experience at food establishments and meeting rooms by exhibiting excellent
customer service by staying attentive to their needs.
 Ensured strict adherence to the health code standards with regards to the handling
of food and the hotel’s code of conduct and customer service guidelines.
 Performed billing tasks by obtaining revenues, issuing receipts, accepting payments,
returning the change as appropriate to the guests.
 Performed shift duties regularly as the institution’s requirements.
 After working for about three months, I was promoted to a supervisor in an acting
position thus performed shift supervisory roles including being in charge of assigning
shift work for other servers and taking ownership of the dining room and guests.
2. Front Office Operations/Waitress
Heritage Hotels (K) Ltd
(Samburu and Mara Intrepid in Samburu and Maasai-Mara National Game Reserves & Lodges)
Period: June 2013 - February 2015
Roles and accomplishments
 Confirmed appointments, communicated with an average 30 clients daily through
emails and post. Additionally, updated client/guest records, both walk-in and
boarding guests at the reception desk while ensuring confidentiality of the
information regarding clients and the company was maintained.

2. Front Office Operations/Waitress
Heritage Hotels (K) Ltd
(Samburu and Mara Intrepid in Samburu and Maasai-Mara National Game Reserves & Lodges)
Period: June 2013 - February 2015
Roles and accomplishment

 Managed multiple tasks and met time-sensitive deadlines such as planning,
organizing and coordinating guests' game drive sessions and departures by flights or
road for guests whose stay period had ended.
 Answered large volume of incoming calls daily to resolve customer issues and
schedule appointments, hotel reservations, bookings and game drives.
 Checked-in visitors, greeted them professionally and provided friendly,
knowledgeable assistance ensuring professionalism in handling their luggage, room
allocation and transfers among other customer essential services.
 Coordinated the guests' meal plans, catering services and set up conference rooms for
corporate and client meetings and camping sites for other guests in the lodges.
 Responded fast to inquiries from all guests calling to seek information regarding the
lodges, game drives and other services available before making any reservations or
bookings.
 Resolved customer inquiries and complaints promptly and escalated to the
management, what was beyond my ability.
 Carried out hostessing duties and assignments as assigned or requested for over a
hundred guests every month.
 Kept reception area clean and neat to give visitors positive first impression.
 Billed guests who were exiting the facility, accounted for all the daily sales done at the
reception and submitted any cash to the accounts office for banking although cash
transactions were often few as most guests and the company preferred digital and
card payments.
 Managed guest transfers between the hotel's Mara Intrepid and the Mara Explorer
Luxury Tented Camps in Maasai Mara as the head receptionist.
 Recognized by various foreign guests and management of Mara Intrepid Lodge for
expedient and effective customer service. The lodges received over a hundred foreign
guests annually.
 

Institution: Kenya Utalii College
Period of training: Sept 2011 to Feb 2013
Area of expertise: Certificate in Food and Beverage Service.
- Professional development completed in Food and Beverage Service which included
training in Customer Service, Food and Beverage handling and communication skills