Maureen Njeri
Oxford,United Kingdom
Summary
Hardworking and ready to learn new skills, I am skilled in overseeing the front and back of the house operations. I welcome guests while optimising guest satisfaction and maintaining high standards of cleanliness and hygiene. I am proficient in working as a team. I am strong in communication and creating memorable guest experiences while ensuring all the guests' needs are met to increase the number of return guests.
Overview
7
7
years of professional experience
1
1
Certification
Work history
Receptionist
The Old Bank Hotel
Oxford, Oxfordshire
2025.06 - Current
- Welcoming guests with professionalism and a friendly approach, and assisting with luggage.
- Ensuring efficient and professional check-in and check-out processes, while acknowledging all returning guests and VIPs.
- Anticipating guest needs and preferences, and following up to confirm satisfaction.
- Handling bills and payments while maintaining accurate records in the hotel management systems.
- Addressing complaints professionally with empathy and escalating issues when necessary.
- Managing internal and external phone communications to facilitate effective information flow.
- Coordinating reservations while documenting special requests to maintain luxury standards.
- Collaborating with other collectives to ensure timely completion of all tasks while maintaining and upholding the hotels luxury image and standards.
Reservation Manager Assistant, Part-Time
Ethos Hotel
Oxford, United Kingdom
2024.04 - 2025.06
- Handled reservation queries and requests to enhance operational efficiency.
- Monitored agent calls to ensure accurate rates and information for guests.
- Welcomed guests at check-in while serving welcome drinks.
- Processed room and car park reservations upon request.
- Assisted guests with check-in and check-out procedures.
- Provided invoices and billing during guest departures.
- Coordinated with food production department to address dietary requirements.
- Managed room allocation and processed payments using Reslynx system.
Front Office Supervisor
WestWind Hotel
Meru
2022.01 - 2023.07
- Boosted customer satisfaction ratings by creating memorable experiences through proper communication.
- Responding to guests' queries and inquiries, using the hotel and local area knowledge to provide recommendations.
- Ensuring high standards of accuracy and quality in data entry and record keeping.
- Assisting in employee training and career development programs.
- Coordinated with housekeeping to ensure rooms met guests' high standards and personal requests increasing guest satisfaction.
Front Office Assistant
West Wind Hotel
Meru, Kenya
2021.01 - 2021.01
- Answered incoming calls politely and courteously, using the hotel's standard greeting.
- Greeted and welcomed guests with warmth and professionalism.
- Processed all requests in the guests' notes and logs to ensure proper administration of rooms.
- Replied to emails while ensuring all requests were noted down.
- Helped guests with the check-in process and administered bills during check-out.
Intern
Palacina The Suites & Residence
Nairobi
2019.04 - 2020.03
- I had the opportunity to work in all four hospitality departments namely.
- Food and Beverage department I took orders, checked frequently on guests' needs, served food and drinks and retrieved dishes from their tables.
- The Food and Production department assisted in preparing food in the kitchen and ensured all food was accounted for from the cold room.
- Housekeeping I ensured all rooms were made according to the hotels standards and personalized the rooms based on guests requests.
- Front Office i answered phonecalls and emails for the management while noting down each request.
Education
Msc - International Hospitality, Events and Tourism Management
Oxford Brookes University
Oxford, United KingdomBachelor of science - Hospitality and Tourism Management
Kenyatta University
Nairobi, KenyaSkills
- Strong Communication
- Suggestive selling
- Efficient payment processing
- Table Setting arrangements
- Strong interpersonal skills
- Calm underpressure
- Expert multitasker
- Professional and mature
Certification
- Barista skills Level 2
- Mixology skills Level 2
- International computer driving licence
Languages
English IELTS Band 7
Swahili Advanced
References
- Bushra, Mansuri, Reservation Manager, Bushra@ethoshotels.co.uk, Ethos Hotel
- Josiah, Macharia, Hotel Manager, westwindhotelmeru@gmail.com, +254712467526, Westwind Hotel
- Christy, Clark, Operations Manager, info@palacina.com, +254733777173, Palacina the Suites & Residence
Interests
Reading, cooking, Travelling
Projects
The challenge of continuously changing customer expectations and needs in Ethos Hotel., https://brookes.zoom.us/rec/share/cY6bmWOQQQKm4BF_cfJMoblU4Cmr5033BlELZtiW97EAIxpeMHpPZ_MDm8tqwY7z.CiNguTMB-CCy8by 09/2024 – 02/2025
Awards
Promotion Letter, West Wind Hotel 12/2021 I received my first promotion from a front office assistant to Front Office supervisor after working one year at West Wind Hotel
Timeline
Receptionist
The Old Bank Hotel
2025.06 - Current
Reservation Manager Assistant, Part-Time
Ethos Hotel
2024.04 - 2025.06
Front Office Supervisor
WestWind Hotel
2022.01 - 2023.07
Front Office Assistant
West Wind Hotel
2021.01 - 2021.01
Intern
Palacina The Suites & Residence
2019.04 - 2020.03
Bachelor of science - Hospitality and Tourism Management
Kenyatta University
Msc - International Hospitality, Events and Tourism Management
Oxford Brookes University