Ezekiel Agumbi
Nairobi ,Kenya
Summary
Dedicated professional with strong communication and computer skills, adept in active listening and customer service. Proven expertise in telephone etiquette, hospitality services, and scheduling. Demonstrates exceptional time management, cash handling, and data entry abilities. Committed to leveraging skills to enhance operational efficiency and customer satisfaction.
Overview
3
3
years of professional experience
Work history
Front Desk Receptionist
Novotel Nairobi Westlands
08.2024 - 01.2026
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
- Collected room deposits, fees, and payments.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
- Developed strong working relationships with team members, fostering a positive work environment.
- Increased guest retention by maintaining a welcoming and organized reception area.
- Maintained accurate records of visitor logs for security purposes and compliance with company policies.
- Completed data entry and filing to keep records updated for easy retrieval.
- Maintained confidentiality of sensitive data to protect customer and business information.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Completed all tasks in compliance with company policies and procedures.
- Resolved billing discrepancies promptly with thorough attention to detail, fostering trust between clients and the organization.
- Assisted with administrative tasks such as filing, data entry, and document preparation, supporting overall office productivity.
- Enhanced security by monitoring visitor access and issuing badges according to company protocols.
- Ensured the hotels loyalty program is maintained and our guests get to know and receive there benefits.
- Presenting our hotels loyalty program to guests and enrolling them with their consent.
- Having the knowledge of opera and Accor supporting softwares to facilitate proper checking in of guests and maintaining guest data.
Front Office Supervisor Trainee
Novotel Nairobi Westlands.
Nairobi, Westlands
11.2025 - 01.2026
- Addressed guest queries promptly, enhancing overall guest experience.
- Ensured smooth operations by coordinating front desk staff and activities.
- Improved efficiency by implementing new administrative procedures.
- Trained new employees to ensure adherence to hotel standards and practices.
- Developed weekly rosters, leading to balanced workload among staff members.
- Collaborated with housekeeping department for seamless guest services.
- Coordinated room assignments for optimal utilisation of resources.
- Streamlined check-in and out processes to enhance guest experience.
- Supervised night staff, fostering team spirit and high morale amongst employees.
- Balanced cash drawers at end of shift ensuring financial accuracy upon handover to morning shift team.
- Facilitated check-ins and outs smoothly even during peak hours, guaranteeing guest satisfaction and repeat business.
- Ensured smooth operation of hotel overnight by managing front desk, assisting guests and addressing concerns.
- Led employees during night shifts to deliver outstanding customer service and comply with quality standards.
- Conducted night audits to balance reports and reconcile cash drawers.
- Formulated and submitted summary reports to management.
- Maximised occupancy rates by optimising reservation and housekeeping processes.
Guest Experience Champion
Sankara Nairobi Autograph Collection
10.2023 - 08.2024
- Remained available and accessible for customers to address concerns and help improve guests experience.
- Retained professional, polite and friendly manner for all guests, responding swiftly to any concern or request.
- Monitored guest feedback to identify trends and areas for improvement, developing suggestions to improve guest satisfaction.
- Built and maintained strong working relationships with colleagues across other departments.
- As a guest experience champion, my main obligation was to ensure I go above and beyond to deliver exceptional services and make our guests delighted.
- I handled internal and external calls from guests, that is through our call center.
- Welcoming guests to the hotel and helping out with the guest luggage to their rooms.
- Checking in and checking out guests through our hotel system the opera. - Working at the guest’s executive lounge, where service of food and beverages was the main task.
- The hotel was under Marriott, therefore having the Marriott standards. With this I had the knowledge on all the Marriott benefits for our member guests and elite guests. I also had the knowledge of the Marriott Global Source (MGS).
Intern Guest Experience Champion
Sankara Nairobi Autograph Collection
04.2023 - 09.2023
- At Sankara Nairobi Autograph Collection, I had the chance to learn the opera hotel system, where I can check-in and check-out guest proficiently and also a wider knowledge of the system. I also had a chance to work at the service center where I learned phone etiquette for picking internal and external calls from guests. The bell desk was also part of the front office team and here I got the knowledge on how to handle guest’s luggage and delivering to their rooms. Working at the hotels executive club lounge was an amazing experience, since I got to learn more about service and also how to serve executive guests at the lounge. Interning at Sankara Hotel, helped me sharpen my communication skills and also improved my knowledge on how to handle guest requests.
Education
Diploma of Higher Education - Hospitality Management
Zetech University
KiambuCertificate of Higher Education - Computer Packages
County Institute of Kenya
KiambuKenya Certificate of Secondary Education - Secondary School Education
Vihiga High School
VihigaSkills
- Good communication skills
- Good computer skills
- Active listening
- Customer service
- Telephone etiquette
- Hospitality services
- Listening skills
- Scheduling
- Time management
- Cash handling
- Data entry
Education
Kiambu,Vihiga,Kiambu
References
- Elizabeth Abong'o
- Novotel Nairobi Westlands, Nairobi /+254723787435, eachigo@gmail.com
- Assistant Front Office Manager.
- Linda Makena
- Novotel Nairobi Westlands, Nairobi / +254705933421, lindamakesh@gmail.com
- H.R Assistant.
- Solomon Gitonga
- Sankara Nairobi Autograph Collection, Nairobi / +254725211600, sologit76@gmail.com
- Duty Manager.
Hobbies and Interests
- Traveling.
- Cooking.
- Participating in constructive discussions regarding current affairs.
Timeline
Front Office Supervisor Trainee
Novotel Nairobi Westlands.
11.2025 - 01.2026
Front Desk Receptionist
Novotel Nairobi Westlands
08.2024 - 01.2026
Guest Experience Champion
Sankara Nairobi Autograph Collection
10.2023 - 08.2024
Intern Guest Experience Champion
Sankara Nairobi Autograph Collection
04.2023 - 09.2023
Certificate of Higher Education - Computer Packages
County Institute of Kenya
Kenya Certificate of Secondary Education - Secondary School Education
Vihiga High School
Diploma of Higher Education - Hospitality Management
Zetech University