Joy Mbugua
London
Summary
Hardworking. Bringing proven success in overseeing administrative areas. Knowledgeable about the best methods for managing resources, schedules and personnel to achieve objectives. Tech-savvy and always looking for improvement opportunities. Creative professional capable of remaining calm and composed in demanding situations. Promoting positive attitude, great people skills and self-motivation.
Overview
12
12
years of professional experience
8
8
years of post-secondary education
Work History
Senior Workplace Manager
The Boutique Workplace Company
London, Holborn
04.2023 - Current
- Managed bookings for any buildings or rooms available for hire.
- Kept toilets and wash areas clean and tidy.
- Verified fire signage and equipment to be legally compliant.
- Performed daily opening and closing duties, paying close attention to site security at all times.
- Enabled efficient site operations by correctly maintaining and ordering cleaning supplies and equipment.
- Accepted deliveries of goods and conveyed them to appropriate storage areas.
- Removed trash collected from within buildings and transported to nominated point for collection by refuse contractors.
- Directed contractors for site repairs and recorded work performance after completion.
- Conducted weekly fire alarm tests in assigned buildings.
- Sustained building functionality by conducting plumbing, unblocking drains and other minor repairs.
- Undertook decoration and improvement works to guarantee impeccable presentation of premises.
School Secretary/HR Administrator
North Bridge
Canonbury, London
11.2021 - 11.2022
- Enabled smooth running of day-to-day operations by providing effective and efficient administration support.
- Built strong rapport to communicate effectively with multiple stakeholders including teaching staff, senior management, students, parents and third-party agencies.
- Undertook general administrative duties, including photocopying and generating parent-teacher correspondence.
- Maintained accurate and up-to-date databases containing confidential information.
- Managed school diary using Outlook for 2+ senior managers
- Managed parent, staff and student enquiries and signposted appropriate resources.
- Maximised teacher productivity by assisting with course materials planning and preparation.
- Performed traditional and ad-hoc reception duties, including answering phone calls, typing correspondence and monitoring site entry points.
- Prevent unauthorised school access by screening visitors, ascertaining their reason for visiting and directing them to the proper person.
- Organised and coordinated school open events, receiving positive attendee feedback in post-event surveys.
- I was responsible for scheduling and sending interview invites for selected candidates, arranging for students to give a tour of the school to candidates, collecting requested documentation from candidates upon arrival and retaining references for the candidate invited for an interview
- Handled end-to-end recruitment processes, ensuring smooth and swift transactions from initial advert to job offer.
- I liaised with payroll inputting any absences of staff into the EDays system and running the report at the end of the month, I also led the payroll checking process each month, checking documents such as new starter forms, overtime and expense forms and reported any change in salary, allowances or contracted hours
- I advised and coached managers on a wide variety of employee relations issues and worked collaboratively with other members of the HR team to ensure to continuous delivery of excellent HR service to the school
- As line manager to our receptionist, I led the interview and selection of the receptionist
- Swiftly and accurately relayed time-critical messages to parents and teachers to facilitate effective communication.
Freelance HR Administrator/ Recruitment Support
Forward Art Foundation
London
11.2020 - 10.2021
- Managed the company inbox responding to emails as delicately as possible or forwarding them to the appropriate staff member to respond
- Responsible for compiling applications and CVs and placing them into the shared Dropbox after anonymising
- Compiled equal opportunity forms into an anonymous Excel spreadsheet and liaised in scheduling interviews with hiring managers
- Assisted with any task requested of me by the managers.
- Delivered consistent and reliable administration through strategic planning and coordination of HR functions.
Reservation Agent
Hilton Park Lane Hotel
London
06.2019 - 12.2020
- Preparing the Reservations Made Yesterday (RMY) sheet and saving and sending it to relevant persons at the beginning of each day
- Employed strong product and systems knowledge to handle booking enquiries.
- Creating reservations requested at night via email from guests or agencies ready for check-in at 3 pm
- Upsold guest experiences to maximise average booking value.
- Liaised with corporate booking agents to coordinate and update itineraries.
- Negotiated corporate reservation rates to meet client budget requirements.
- This was challenging as at times guests would arrive without booking and would need to book the room at the rate offered on that day
- Recommended hotel packages and initiatives to customers for increased business profits.
- Completed bookings and reservation amendments using hospitality property management software.
- Dealt with high-volume calls and emails competently to meet service targets.
- Communicated reservation confirmations to guests via email.
- Conducted calls professionally and politely to maintain excellent service standards.
- Acted as the first point of contact for customers to resolve potential issues with reservations.
Apprentice Receptionist
Hilton Park Lane Hotel
London
06.2018 - 06.2019
- Attended necessary training and completed assessments.
- Adjusted quickly to new environments, working confidently with minimal supervision.
- Completed related coursework on time and to a high standard.
- Shadowed senior team members to observe established processes and best practices.
- Executed assigned duties with attention to detail and accuracy.
- Demonstrated a proactive approach to learning new techniques and technologies.
- Applied theoretical knowledge acquired during coursework to real-world work scenarios.
- As an apprentice as part of my examinations, I was to train new team members and by the end of my year, I had trained 3+ new team members
- Supported daily operations to improve outcomes.
- Trusted to supervise shift change meetings, setting targets for upsells and enrolments.
- Embraced feedback from supervisors and peers to improve performance.
Receptionist
Camden Enterprise Hotel
Camden Town
06.2017 - 03.2018
- Professionally greeted incoming customers and provided friendly, knowledgeable assistance.
- Providing information and maps of the area
- Reduced waiting times through effective time and resource management.
- Managed bookings to schedule, cancel and re-arrange room bookings
- Replaying phone and email enquiries about the hotel services and offers
- Kept the reception area clean and neat to give visitors a positive impression of the company.
- Taking pre-authorising booking payments and payments for prepaid bookings
- Delivered front-of-house duties warmly and professionally.
- Contacting guests to retain payment with the form of payment had declined
- Maintained accurate and up-to-date records for smooth handovers.
Merchandiser
Debenhams
Oxford Street
05.2016 - 03.2017
- Produced attractive signage for products, offers and sales promotions.
- Coordinated in-store displays according to promotional plans outlined by vendors
- Responded promptly to stock discrepancies, investigating and resolving issues efficiently.
- Assessed inventory to identify restocking needs and minimise shortages.
- Arranged product displays to maximise cross-selling opportunities and increase sales.
Waitress/Barista
Debenhams- Bistro
Oxford
10.2015 - 05.2016
- Built strong relationships with customers, recalling names and regular orders to maintain rapport and loyalty.
- Cleaned and sanitised coffee and food preparation areas, maintaining impeccable hygiene standards.
- Maintained clean, organised cafe workspaces, enabling co-workers to readily locate required supplies.
- Cleaned counters, machines, utensils and seating areas for immaculate cafe conditions.
- Performed all opening and closing duties fully and accurately to maintain the cleanliness of café equipment.
- Created speciality drinks according to exact customer requests and preferences.
- Warmly greeted and served customers, promptly processing payments to minimise wait times.
- Prepared and served hot and cold beverages promptly, maintaining temperature, quality and presentation.
- Communicated clearly with the team, management and other front-of-house staff to minimise mistakes.
- Made and served high-volume beverages with speed, quality and consistency, thriving in fast-paced cafe environments.
Valet
Aspers Casino
Westfield
11.2014 - 01.2015
- Serving customers food and drinks as they played at the tables or slot machine
- Prepare food or drinks
- Taking stock take, restocking the kitchen and cleaning throughout the shift
- Table clearing for cups and plates
- Established positive guest relationships through consistent delivery of excellent customer service.
Waitress
Omni Facilities Management Ltd
Hammersmith
04.2013 - 07.2013
- Served meals and drinks with professionalism and skill, maintaining high presentation and quality standards.
- Regularly communicated with kitchen and bar staff to maintain smooth front-of-house operations, minimising potential service delays.
- Arranged tables and set up linens and silverware in preparation for guests.
- Performed bar closing duties, thoroughly cleaning, sanitising and replenishing stock.
- Informed kitchen staff regarding special order requirements.
- Translated customer requests clearly to kitchen staff to meet specific dietary needs and preferences.
Receptionist
Able UK Security
Beckton
06.2012 - 05.2013
- Greeted incoming customers in a professional manner and provided friendly, knowledgeable assistance.
- Provided clerical support to company employees, including copying, faxing and file management.
- Answered and helped resolve enquiries from clients, vendors and the general public.
- Kept the reception area clean and neat to give visitors a positive impression of the company.
- Collected and distributed incoming mail, employing strict confidentiality throughout.
- Admitted guests into buildings to control site access.
Education
HND - Performing Arts Graduate
West Thames College
London 09.2013 - 07.2015
A-Levels -
Greensteds International School
Kenya 09.2010 - 07.2012
GCSEs -
The Royal Docks Community School
London 09.2005 - 07.2010
Skills
- IT
- Email management / Microsoft Office / Data Collecting
- Professional Phone Manner
- Communication: Listening / Good Verbal & Written English
- Prioritisation and time management
- Social media knowledge
- Travel administration
- Meeting support
- Office Administration
- Google Suite
- Leadership
- Customer Service
- Thrive in a fast-paced environment
- Good at problem-solving
- Helpful
- Telephone etiquette
- Project support
- Administrative support
- Schedule management
Timeline
Senior Workplace Manager
The Boutique Workplace Company
04.2023 - Current
School Secretary/HR Administrator
North Bridge
11.2021 - 11.2022
Freelance HR Administrator/ Recruitment Support
Forward Art Foundation
11.2020 - 10.2021
Reservation Agent
Hilton Park Lane Hotel
06.2019 - 12.2020
Apprentice Receptionist
Hilton Park Lane Hotel
06.2018 - 06.2019
Receptionist
Camden Enterprise Hotel
06.2017 - 03.2018
Merchandiser
Debenhams
05.2016 - 03.2017
Waitress/Barista
Debenhams- Bistro
10.2015 - 05.2016
Valet
Aspers Casino
11.2014 - 01.2015
HND - Performing Arts Graduate
West Thames College
09.2013 - 07.2015
Waitress
Omni Facilities Management Ltd
04.2013 - 07.2013
Receptionist
Able UK Security
06.2012 - 05.2013
A-Levels -
Greensteds International School
09.2010 - 07.2012
GCSEs -
The Royal Docks Community School
09.2005 - 07.2010
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