VANESSA MUSHI
DAR ES SALAAM
Summary
Collaborative executive administrative team member with organizational skills, attention to detail, and experience in 8 years of office environments. Delivers accurate, error-free work meeting strict standards. Always ready to take on challenging assignments, help others and exceed expectations.
Overview
11
11
years of professional experience
Work History
Guest Experience Coordinator
Johari Rotana
05.2024 - Current
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Streamlined check-in processes for improved efficiency and reduced wait times.
- Created a sense of community among guests with engaging social events tailored to their interests.
- Coordinated special events, ensuring all details were executed flawlessly for memorable experiences.
- Trained new team members on standard operating procedures, elevating overall service quality across the department.
- Assisted in the development of marketing materials highlighting property features and unique selling points.
- Contributed to overall team success by consistently meeting or exceeding performance metrics related to guest satisfaction.
- Handled customer complaints to satisfy and retain guests.
- Responded to guest inquiries to maximize guest satisfaction.
- Conducted regular inventory checks of supplies needed at the front desk, replenishing stock as necessary.
- Developed strong relationships with repeat customers, fostering loyalty and positive word-of-mouth referrals.
Guest Service Associate
Marriott International
12.2021 - Current
- Greeted hotel guests with warmth and professionalism, providing exceptional first impressions for positive hospitality experiences.
- Provided diligent front-of-house security, reporting concerns to hotel management for prompt resolution.
- Maintained outstanding local cultural knowledge, offering guests up-to-date advice on nearby places and experiences of interest.
- Managed customer reservations, seeking best-possible prices to maintain excellent customer satisfaction levels.
- Kept hotel lobby areas spotlessly clean and tidy, maintaining five-star standards from guest arrival to departure.
- Demonstrated impeccable communication and relationship-building skills, interacting naturally and easily with hotel guests.
- Handled customer check-in by reviewing order confirmations, taking copies of ID where necessary and providing room keys.
- Processed guest payments using third parts, providing receipts, feedback surveys or change when required.
- Handled customer check-outs by processing payments, obtaining room keys, proactively asking for feedback and calling taxis.
- Maintained extensive awareness of hotel services and other necessary matters to provide information to customers when needed.
Guest Relations Specialist & QA
Sali International hospital
01.2019 - 12.2021
- Worked with quality assurance teams in developing and implementing quality assurance standards for new and existing products.
- Periodically reviewed patient cases for quality assurance.
- Inspected products for quality assurance before display.
- Implemented quality assurance testing methodologies and controls.
- Completed quality assurance reports for management review.
- Helped run quality assurance (QA) ahead of deployment.
- Supervised contractor Quality Assurance (QA) and Quality Control (QC).
- Determined quality assurance benchmarks and outlined testing and acceptance strategies.
- Performed detailed quality assurance procedures to maintain first-class workmanship standards.
Front Office
DoubleTree by Hilton
11.2013 - 12.2018
- Answered phones politely and professionally, dealing with matters including bookings and general queries.
- Used smart upselling techniques to increase customer purchases, including room upgrading and service add-ons when checking in.
- Managed staff training and onboarding, coaching in customer service techniques, best practices and complaint management.
- Managed administration duties, including updating records, filing bookings and other tasks as required.
- Handled guest complaints in a polite and friendly manner, providing effective solutions to maintain customer retention.
- Maintained an extensive knowledge of establishment services, availability and layout to efficiently provide information to customers.
- Kept front desk organised, clean and presentable to maintain an excellent first impression for guests.
Education
Certificate of Higher Education - CUSTOMER CARE
Hilton worldwide university
ONLINE COURSE2016
Diploma of Higher Education - HOTEL MANAGMENT
FOUNTAIN OF HOPE FOUNDATION COLLEGE
KENYA2011
Skills
- Hospitality expertise
- PMS software
- Mail management
- Service upselling
- Appointment setting
- Microsoft PowerPoint
- Office resource management
- Prioritisation and time management
- Guest complaint management
- Multitasking proficiency
- Strong empathy
- Exceptional communication
- Tour guiding
- Brand representation
- Customer Engagement
- Computer skills
- Adaptable Work Hours
- Documentation and Analysis
- Inventory monitoring
- Effective Team Collaboration
- Teamwork and collaboration
- Effective Problem Resolution
- Strong Verbal Communication
- Flexible Thinking
- Office Management Skills
Accomplishments
- Improved Customer reviews by successfully handling customer complaints and implementing monthly staff training.
Education
other,KENYA,other,ONLINE COURSE
Contact
255, DAR ES SALAAM , TANZANIA
Timeline
Guest Experience Coordinator
Johari Rotana
05.2024 - Current
Guest Service Associate
Marriott International
12.2021 - Current
Guest Relations Specialist & QA
Sali International hospital
01.2019 - 12.2021
Front Office
DoubleTree by Hilton
11.2013 - 12.2018
Certificate of Higher Education - CUSTOMER CARE
Hilton worldwide university
Diploma of Higher Education - HOTEL MANAGMENT
FOUNTAIN OF HOPE FOUNDATION COLLEGE
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