Raphael Mbugua

Raphael Mbugua

CUSTOMER SERVICE/GUEST SUPPORT AND RELATIONS REPRESENTATIVE at LA BELLE HOTEL
Lives in United Arab Emirates
over 6 months ago

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I am a Kenyan citizen and graduated with a Degree in Criminology and Security studies from Egerton University with a specialization in Forensic Investigation.

I have experience over time in regards to customer service, front desk operations, customer care help and support and guest relations at corporate and retail sections

I also have Computing Technology Industry Association (CompTIA) Technical certificates from Computer Pride Kenya in A+ Essential Support Skills, Network N+ Support Skills and A+ Practical Application.

I am a team player with good oral, written and interpersonal skills and can work under no supervision. A well-organized individual with excellent communication skills, believing that good team leadership and hands- on approach supervision brings increased standards and excellent customer satisfaction.

Competent and result-proven professional with 3+ years or rich experience in carrying out broad-based functions for retail industries. Rendered top quality work performance in handling stores as well as in providing customer service support for companies with large sized manpower. Also proven in delivering quality assistance for customers. Demonstrated strong competencies in multitasking, performing well under pressure, maintaining strict confidentiality of company records and in coordinating with area manager or other party dealing with the store.Keenly interested to explore a more challenging store, staff & customers work profile to any progressive enterprise where gained experience and leadership skills will have a valuable impact.

Experience

  • CUSTOMER SERVICE/GUEST SUPPORT AND RELATIONS REPRESENTATIVE

    LA BELLE HOTEL - Nairobi, Kenya

    Front Office reception
    February 2015 - April 2017

     Greeted and offered front-line help to walk-in customers with exceptional sales and service to cater their needs  Managed the daily routine and operations, including planning the selling process, training, and sustaining high customer service standards  Selling the entire range of amenities that the hotel has to offer  Demonstrate to customers the ways in which the hotel can best accommodate them  Expand the network of potential clients while following up on the overall experience of past customers, in hope of gaining repeat business  Network with travel agencies who can refer customer groups to use the hotel for business or pleasure  Draw up contracts, verify reservations in writing and problem solve and analyze the requirements for potential clients  Traveling to meet with clients personally, attend trade shows, or give sales pitches to groups via presentation.  Responding to all guest requests in an accurate and timely manner at the customer help and support desk  Utilizing a variety of computer systems to check guests in and out  Accepting reservations, changes and cancellations in the absence of Reservations Department Staff  Interacting with guests in person and by phone  Assisting with Document Control - monitoring, recording and filing of documents under department's custody  Handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible

Education

  • B.A CRIMINOLOGY AND SECURITY STUDIES

    EGERTON UNIVERSITY - Nairobi, Kenya

    May 2012 - June 2015

    Specialization; Forensic Investigation

Languages

  • English
    Full professional
    80%

Skills

  • Creative and hardworking
  • fast decision making
  • Flexibility
  • Self Motivated
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