Otieno Brian Owino

• In charge of Majorly Front Office operations and Guests' Relations. • Facilitated smooth day-to-day operations of 3-star 43-room property, including front desk, housekeeping. • Built and innovated guest satisfaction programs, increasing repeat visitation by 37%. • Maintained strong brand image by developing and implementing public relations strategy and building community network. • Actioned and resolved guest feedback to boost service quality. • Trained front office staff in interaction best practices, boosting guest satisfaction survey scores. • Handled guest complaints to protect brand reputation. • Updated promotions to leverage upselling opportunities. • Completed weekly front office Rota to guarantee optimal cover for operations. • Inspected rooms and reception areas to achieve pristine presentation and cleanliness. • Stored cash floats and delivered secure banking procedures. • Maximized profitability,

• Led a team of 3 Receptionist to give the best of our best services to our guests round the clock. • Ensured all the Front office staff worked in adherence to the Merril SOPs all the time. • Created, documented and updated company policies to guide front office personnel in service excellence and industry best practices. • Coached employees through day-to-day work and complex problems. • Dispersed petty cash to employees and collected and managed receipts. • Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse. impression. • Answered central telephone system and directed calls accordingly. • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance. • Restocked supplies and placed purchase orders to maintain adequate stock levels.

• Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance. • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance. • Kept reception area clean and neat to give visitors positive first impression. • Answered central telephone system and directed calls accordingly. • Resolved customer problems and complaints. • Corresponded with clients through email, telephone or postal mail. • Handled check-in and check-out of clients with strict adherence to laid out company procedures and security protocols. • Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.

• Informed customers about daily and seasonal specials. • Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs. • Trained new servers on restaurant policies and procedures. • Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business. • Met with chef to review daily specials and menu changes. • Remained calm and poised when dealing with difficult customers or during busy shifts. • Collaborated with kitchen staff to facilitate prompt and accurate food preparation. • Quickly reset and cleaned up tables after customers left to enable speedy turnaround and guest flow. • Supervised dining table set-up to prepare for diversity of event types, following strict service standards. • Kept server areas clean and stocked to increase efficiency while working tables. • Checked guests' identification before serving alcoholic beverages.