Elizabeth Mwangi

Elizabeth Mwangi

Guest Service Agent at Avari Dubai Hotel
Lives in Dubai, United Arab Emirates
over 6 months ago

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About me

Adept in building strong client relationships and offering exceptional customer service. Experienced in marketing and promotion, research, content creation and business development.

Experience

5 years

  • Guest Service Agent

    Avari Dubai Hotel - Dubai, United Arab Emirates

    Front Office reception
    May 2018 - Now · 10 months

    Welcomes guests to the hotel, assigns them rooms and collects payments for their rooms. Sells rooms, resolves guests’ requests and concerns presented at the reception, updates DTCM and CID systems for the guests arriving and leaving the hotel.

  • Shop Coordinator

    Alpha Groceries and Packaging enterprise - Nyeri, Kenya

    Retail
    October 2017 - August 2018 · 11 months

    • Administration- Contributed in setting up the store, kept records of the business and analyzed sales data to provide recommendations for business development. By the end of the tenth month of operation, the monthly total sales had increased by 6.45%. I also trained and supervised shop attendants • Cashiering, sales and marketing- Handled cash transactions over the counter and practiced concepts such as up-selling and cross-selling to increase sales. • Customer Service- Engaged customers to establish their preferences and insights into the market, recorded and investigated their feedback for action • Merchandising and stock keeping- Ensured that the store was clean and presentable at all times. Researched the local market to keep the shop’s prices and products favorable

  • Marketing Communications Intern

    Kenya Network Information Centre - Nairobi, Kenya

    Sales & Marketing
    July 2017 - October 2017 · 4 months

    • Strategic planning- Brainstormed with others to develop marketing strategies to steer the uptake of .ke domains. Conducted research on various topics to stay upbeat on .ke domain uptake. Liaised with registrars to keep up with their progress on domain sales and continually encouraged them. • Marketing communications- Prepared information about domain sales and other updates and distributed it to relevant parties such as colleagues, registrars, and partners. • Product launch- Pitched new second level domains to over 40 companies and successfully acquired business and follow ups for the company

  • Content Writer

    Freelance - Nyeri, Kenya

    Sales & Marketing
    July 2017 - August 2018 · 1 year and 2 months

    • Content development- Conducted research on various products and services on the internet based on client requests to come up with articles for marketing on websites, blogs and social media platforms

  • Guest Relations Agent

    Courtyard by Marriott - Dubai, United Arab Emirates

    Front Office reception
    December 2015 - November 2016 · 1 year

    • Guest service- Specially welcomed VIP guests to the hotel and made arrangements to honor special occasions such as birthdays, honeymoons, anniversaries, etc. for all guests during their stays. I was recognized by 8 guests in guest satisfaction surveys for making lasting impressions • Guest relations- Actively sought customer feedback on products and services and took respective action about it. Through this, I significantly contributed to the increase in guest voice scores from 40% in preceding years to 73% in January, 2016 thus awarded employee of the month, February 2016

  • At Your Service Agent

    Courtyard by Marriott - Dubai, United Arab Emirates

    Front Office reception
    February 2015 - November 2015 · 10 months

    • Guest service and problem solving- Handled all clients’ and guests’ requests or issues received through calls and emails. Ensured that all requests presented to me were met and favorable solutions provided for any concerns. Recognized in guest satisfaction surveys for making lasting impressions and adopted by a guest as their go-to person for all their needs • Helped coach 6 colleagues during their training programs for the At Your Service role

  • Emirates Airlines Ground Hostess

    Transguard Group LLC - Dubai, United Arab Emirates

    Front Office concierge
    August 2013 - January 2015 · 1 year and 6 months

    • Passenger service- Greeted First and Business class passengers with small conversations as I escorted them to check in for their flights. Ensured that all their queries/ concerns within my domain were addressed and escalated the rest through respective channels. Received a lot of appreciation from customers for providing excellent services and handling their issues promptly

Education

  • University of Nairobi, Nyeri Extra-Mural Centre - Nairobi, Kenya

    November 2010 - August 2012

    Diploma, Public Relations

Languages

2 languages

  • Swahili

    Native or fluent

  • English

    Native or fluent

Skills

7 skills

  • Good communication
  • Great customer service
  • Ms office skills
  • New business development
  • Social Media
  • Strategic Planning
  • Team leading
Following
Novotel World Trade Centre
Dubai, United Arab Emirates
Wyndham Dubai Marina
Dubai, United Arab Emirates
Two Seasons Hotel & Apartments
Dubai, United Arab Emirates
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