Resume Front Office Concierge in Canada Toronto

May 2018 to date: SAROVA WHITESANDS  Carrying luggage.  Answering queries about the hotel and making reservations.  Arranging taxis and booking tickets.  Running errands, such as picking up dry cleaning.  Taking messages.  Giving directions.  Responding to safety and security issues. 11THOCT2016 - 10th APR 2017: SWISSPORT KENYA Ltd (Job Training)  Safety & health  Fire prevention  Human factors  AVSEC awareness  Manual handling  Handling of special passengers & PRMs Customer service & conflict resolution Missing & damaged bags Arrival procedures & Baggage belts Call Centre Duties undertaken: Handling in coming calls from different airline passengers some of which are; Qatar airways, British airways, Etihad airways, Saudi airlines, South African airways, Swissair, Brussels airlines. Updating existing customer information in the world tracer system. Identifying and escalating priority issues.  Entering new customer information into the system.  Handling customer inquiries both telephonically and by emails.  Researching required information using available resources.  Following up customer calls where necessary.  Quality control focusing on airlines to ensure efficient tracing. Baggage Service duties  Providing immediate assistance to passengers whose baggage is mishandled.  Issuing reports to the missing pilfered or damaged luggages.  Tracing of lost baggage to restore them to the customers.  Delivering of missing luggage to customers upon arrival.  Preparing Daily, Weekly and Monthly Airline Operation Reports.  Notifying customers’ everyday regarding their missing luggages.  Use of Amadeus system/BRS/DCS/PRS/ALTEA systems for tracking of missing luggage.  Removing baggage checked to local destination first to provide prompt delivery  Moving unclaimed baggage to claim area and through baggage to sorting area to assure prompt sorting and loading on waiting departures. Baggage Delivery:  Matching numbers on customer’s claim check with numbers on strap portion  Observing bags for damage and/or other problems.  Opening a Damaged Baggage Report and alerting manager on duty regarding damage incurred and/or other problems. o Sorting:  Sorting by destination all baggage and express moving into sort area to avoid delay in transit  Removing excess empty carts to cart staging area  Recording dates/times received on baggage claim  Opening on hand (OHD)files for unclaimed baggage  Opening Advice if Holding (AHL) files for passengers whose luggage is missing. Other Duties  Directs customers to appropriate areas of the terminal to obtain desired services  Directs passengers to correct loading gates or areas for departures and connections. 12THMAR 2016 – 21ST APR 2016: SAFIR DOHA – BELL MAN – FULLTIME  My duties at Safir hotel were to open the car door and welcome guests as they arrive at the facility  Help guests with checking in and checking out activities  Assist guests with location of rooms, service rooms and luggage  Arrange for welcome drinks as guests arrive  Assist staff in maintaining lobbies and lounge areas  Run errands for the guests as and when needed  Assist with room service and laundry deliveries as and when required  Open the safety boxes of vacated rooms  Assist in cleaning up lobby and lounge  Help valets during busy hours  Deliver messages and run errands  Assist with newspaper deliveries to the rooms  Check luggage tags for arrivals and departures  Deliver messages to meeting rooms  Maintained current listing of leisure, particular events and activities

Jul2011-Dec2013 : Amboseli Institute of Hospitality and Technology - Diploma in Hospitality Management Award: Credit Module includes: Front office operations Principles of management Hospitality marketing Hospitality accounting Housekeeping Food production Food and beverage management. Feb 2006-Nov2010 : Kiserian Seminary - Kenya Certificate of Secondary Education Attained Grade C- Jan 1996-Nov 2005 : Mutungoni Primary School - Kenya Certificate of Primary Education Attained Grade C

 Cash handling experience  Good problem solving and decision-making ability  Excellent oral and written communications skills  Fluency in English and basic French and German  Excellent math skills  Persuasive ability  Exceptional guest service orientation  Ability to work across a multi-ethnic populace

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I am a reliable Hotelier and Customer Service Baggage Agent with extensive knowledge of airline and hotel procedures, trained and experienced in both the Aviation and Hospitality Industries. I have the ability to work in a fast-paced environment where efficient operations are essentials to an establishment’s reputation.