Thelma Wambui Kinyutu
Nairobi,Kenya
Summary
Dedicated Hospitality Professional with extensive experience in Food and Beverage, housekeeping and front office operations. Elevate guest satisfaction through effective communication and team leadership, leveraging emotional intelligence and staff training.
Committed to driving guest loyalty and contributing to business growth.
Overview
2
2
Languages
16
16
years of professional experience
Work History
Executive Assistant to the General Manager
Delta Hotel by Marriott
Dar es Salaam, Tanzania
01.2026 - Current
- Conducted daily briefings and provided hotel updates to ensure alignment across departments.
- Working with all heads of departments on their daily operations.
- Managed repair and maintenance snag list to facilitate timely resolution of issues.
- Compiled monthly budget reports for financial analysis.
- Oversaw furniture, fixtures, and equipment management for hotel operations.
- Working with Sales and marketing on booking and group.
- Organized and maintained files, documents, and reports for easy access.
- Handling guest complaints,engagement and feedback.
- Performed hotel inspections to ensure compliance with quality guidelines.
- Supervise overall hotel compliance and brand standards.
Guest Experience/Restaurant Front of House Manager
Segera Retreat
Laikipia, Kenya
06.2025 - 09.2026
- Managed overall operations to maintain service quality and performance.
- Handled guest inquiries and resolved issues promptly and professionally.
- Tracked guest movements to enhance service and engagement.
- Observed guest experiences to identify opportunities for improved service delivery.
- Coordinated staff schedules to maintain optimal service levels.
- Supervised department heads to ensure cohesive team performance and strategy implementation.
- Coordinated staff schedules to align with peak service times and enhance guest satisfaction.
- Managed budgeting and operational supplies to ensure resource availability.
- Monitored guest interactions to enhance satisfaction and personalize service.
Guest Experience Manager
JW MARRIOTT MASAI MARA
Masai Mara, Kenya
08.2023 - 03.2025
- Established strong relationships with guests, offering personalised attention and recognising repeat visitors to foster loyalty.
- Customised guest experiences, informing guests of relevant hotel amenities on offer to increase customer satisfaction.
- Coordinated guest engagement and planned outdoor activities to enhance overall guest satisfaction.
- Conducted thorough inspections of tents to ensure safety and readiness for guest use.
- Actively listened to customers to fully understand requests and address concerns.
- Compiled and presented guest experience metrics reports to senior management to inform strategic decisions.
- Prepared detailed reports on guest experience metrics, presenting findings to senior management for strategic decision-making.
- Resolved customer queries through effective communication, providing step-by-step solutions to ensure satisfaction.
- Trained and mentored employees to maximise team performance.
- Planned and organized guest room assignments to ensure efficient check-in and enhance guest experience.
Head of Food and Beverage Pre - Opening
JW Marriott Masai Mara Lodge
Masai Mara
09.2022 - 07.2023
- Setting up the bar and restaurant, staff SOP trainings, planning and menu preparation with costing ensuring guest satisfaction is my priority.
- Overseeing restaurant operations, Upselling food and beverage and Store Requisition with Purchase Order.
- Creating guest menu Banqueting budget with Stock costs and controls
- Conducted pre-shift briefs to motivate team and outline daily goals.
- Demonstrated leadership with hands-on approach in completing daily tasks and motivating team through pre-shift briefs.
- Managed employee schedules to ensure coverage during peak service hours.
- Trained Front of House staff on policies and procedures
- Managed guest concerns and complaints to maintain a positive atmosphere.
- Resolved guest complaints and managed conflicts to ensure satisfaction.
- Evaluated customer feedback to enhance service quality and guest experience.
- Guaranteed compliance with food safety procedures
- Ensured cleanliness and sanitation standards were met throughout restaurant.
- Managed rotas to cover high service level periods and avoid service delays.
- Balanced cash registers, reconciled transactions and deposited establishment's earnings.
- Oversaw maintenance and repair of restaurant facilities, ensuring a clean and inviting environment for customers at all times.
- Implemented staff development programs and training sessions for skill improvement.
- Encouraged staff to excel by fostering a positive work environment.
- Built sales forecasts and schedules
- Conducted daily briefings to align team on goals and expectations for the shift.
Restaurant Manager
Park Hyatt Resort ZNZ
Zanzibar
04.2021 - 07.2022
- Enhanced online reviews by addressing customer complaints and facilitating monthly staff training.
- Personalized guest experience to increase engagement and satisfaction.
- Led teams in dynamic environments
- Focused on improving overall customer satisfaction levels
- Addressed and resolved customer complaints effectively
- Actively sought feedback to improve processes
- Coordinated restaurant reservations and guest relations
- Event planning expertise
- Managed guest complaints to improve service quality and customer retention.
Unit Manager
The Good Earth Group
Nairobi
01.2018 - 03.2020
- Oversaw daily operations and evaluated stock levels to prevent item shortages.
- Conducted quality control checks to ensure product standards were met.
- Managed organisational resources to meet administrative and operational needs whilst adhering to budgetary guidelines and meeting quality and schedule demands.
- Engaged directly with guests to enhance their dining experience.
- Managed booking processes and created monthly consolidated reports for analysis.
- Analysed customer feedback, initiating changes in service and menu offerings to address concerns and boost repeat business.
- Trained Front of House (FOH) staff on policies, guest service techniques, and communication skills to enhance customer experience.
- Guaranteed compliance with food safety procedures and quality control guidelines.
- Maintained cleanliness and sanitation across food service, storage and preparation areas
- Addressed guest concerns and complaints, escalating issues to the restaurant manager for resolution.
- Developed staff members through training and support.
- Carefully prepared weekly payroll to keep up with projected revenue each week to balance leave and off days
Restaurant Manager
Golden Tulip Hotel
Nairobi
08.2016 - 12.2017
- Delivered meals and beverages promptly, ensuring orders were correct and met customer satisfaction.
- Maintained tidy dining area by promptly clearing and resetting tables for new guests.
- Trained new employees on restaurant protocols, enhancing service quality and efficiency.
- Facilitated a welcoming atmosphere, engaging in friendly conversation with guests to enhance their dining experience.
- Created welcoming atmosphere through friendly conversations with guests, enhancing their overall dining experience.
- Welcomed guests at the entrance at entrance and guided them to their tables to establish prompt, high-quality service.
- Developed rapport with regular customers, remembering their preferences to provide personalized service.
- Managed point-of-sale system for transactions register to input orders and process customer payments.
Restaurant Supervisor
Armani Hotels and Resorts
Dubai, UAE
09.2014 - 07.2016
- Maximized service levels through hands-on leadership.
- Supervised daily restaurant operations and ensured staff compliance with service standards.
- Resolved customer complaints promptly to enhance dining experiences.
- Collaborated with kitchen staff to ensure timely food preparation and delivery.
- Implemented health and safety protocols to maintain a safe dining environment.
Waitress /Barista
Villa Rosa Kempinski
Nairobi
06.2013 - 09.2014
- Welcomed guests warmly, engaged with them throughout their visit, and ensured satisfaction by promptly addressing needs.
- Managed multiple tables efficiently, prioritizing tasks to maintain seamless service during peak hours.
- Provided a warm welcome to guests, enhancing their first impression of the venue., guest engagement and checking on guest satisfaction.
- Processed customer payments accurately, handling cash, credit card, and contactless transactions.
- Polished bar glasses to enhance presentation and maintain cleanliness. and cutlery, maintaining excellent bar presentation.
- Coordinated with kitchen staff to communicate special requests or dietary needs, minimizing wait times.
Waitress
Sankara Hotel
Nairobi
02.2011 - 04.2013
Education
Bachelor of Art - communication and Public Relations
KENYA METHODIST UNIVERSITY
KenyaDiploma - Marketing, Public Relation and Advertising
ZETECH COLLEGE
KenyaCertificate - Mass Communication/Journalism
NAIROBI AVIATION COLLEGE
KenyaCertificate - Computer Applications
WAGEMER INSTITUTE
NairobiKenya certificate of secondary Education -
ST. DOMINIC SAVIORS HIGH SCHOOL
KenyaSkills
- Office software
- Administrative coordination
- Stakeholder engagement
- Operational efficiency
- Project management
- Detail oriented
- Customer service
- Adaptability in operations
- Guest communication
Languages
English
Proficient
C2
Spanish
Beginner
A1
Timeline
Executive Assistant to the General Manager
Delta Hotel by Marriott
01.2026 - Current
Guest Experience/Restaurant Front of House Manager
Segera Retreat
06.2025 - 09.2026
Guest Experience Manager
JW MARRIOTT MASAI MARA
08.2023 - 03.2025
Head of Food and Beverage Pre - Opening
JW Marriott Masai Mara Lodge
09.2022 - 07.2023
Restaurant Manager
Park Hyatt Resort ZNZ
04.2021 - 07.2022
Unit Manager
The Good Earth Group
01.2018 - 03.2020
Restaurant Manager
Golden Tulip Hotel
08.2016 - 12.2017
Restaurant Supervisor
Armani Hotels and Resorts
09.2014 - 07.2016
Waitress /Barista
Villa Rosa Kempinski
06.2013 - 09.2014
Waitress
Sankara Hotel
02.2011 - 04.2013
Bachelor of Art - communication and Public Relations
KENYA METHODIST UNIVERSITY
Diploma - Marketing, Public Relation and Advertising
ZETECH COLLEGE
Certificate - Mass Communication/Journalism
NAIROBI AVIATION COLLEGE
Certificate - Computer Applications
WAGEMER INSTITUTE
Kenya certificate of secondary Education -
ST. DOMINIC SAVIORS HIGH SCHOOL