Experience:
Kamburu Senior Staff Club (KenGen) – Embu, Kenya
Service Staff
Dec 2020 – Apr 2024
• Coordinated check-in and seating arrangements for VIP guests, mirroring airport passenger service operations.
• Assisted with guest documentation and reservation records, ensuring compliance with service standards.
• Escorted guests across service areas, ensuring safety and satisfaction — similar to gate-to-gate assistance.
• Provided concierge-style service for transfers, pickups, and movement between facilities.
• Handled guest complaints and emergencies calmly and efficiently, ensuring resolution aligned with protocol.
• Communicated with security, transport teams, and supervisors for real-time service adjustments.
• Supervised casual staff during peak service hours, ensuring high hospitality standards were upheld.
Front Office and Guest Service Oloshaiki, Maasai Mara (Ecotourism Kenya)
Hospitality & Tourism Operations
Jan 2019 – Sept 2020
• Managed front desk operations, check-ins, and check-outs — parallel to airline desk functions.
• Handled daily arrival lists, guest special requests, and room allocations in coordination with housekeeping.
• Escorted guests from reception to rooms or activity points, ensuring personalized welcome and guidance.
• Coordinated transportation logistics to and from the airstrip, including luggage handling and timing synchronization.
• Supported documentation of guest feedback, issues, and transfers in daily service reports.
• Liaised with ground handlers, drivers, and safari guides to ensure smooth guest transition and comfort.
• Participated in safety briefings and helped uphold strict compliance with lodge safety protocols.
Education:
Executive Certificate of Proficiency in Insurance
College of Insurance, Nairobi – Apr 2024 – Jun 2024
Bachelor of Science in Sustainable Tourism & Hospitality Management
Dedan Kimathi University of Technology, Nyeri – Sep 2015 – Dec 2018
Kenya Certificate of Secondary Education (KCSE)
Chinga Boys High School, Nyeri – Jan 2011 – Dec 2014
Kenya Certificate of Primary Education (KCPE)
Seven Forks Primary School, Embu – Jan 2002 – Nov 2010
Skills:
• Airport & Guest Check-in Coordination
• Customer Service & Complaint Handling
• Documentation & Process Coordination
• Front Office & Concierge Services
• Teamwork & Ground Handling Liaison
• Hospitality Standards & Service Quality
• Safety & Security Awareness
• Problem-solving Under Pressure
• Strong Communication & Multitasking
• Computer Literacy (MS Office, Reservation Systems)
