IRENE KIPALA
Nepean,ON
Summary
Committed and hardworking cashier with over 5 years of experience processing transactions and assisting customers. Dedicated to resolving issues, answering customer questions, and ringing up customers. Creative problem-solver versed in customer service. To secure a challenging position in a reputable organization to expand my learnings, knowledge, and skills, while significantly contributing to the company's success. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. A hardworking and passionate job seeker with strong organizational skills eager to secure an entry-level Customer Service position. Ready to help the team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
8
8
years of professional experience
Work History
Hotel Front Desk Agent
Best Western Plus Ottawa Kanata Hotel & Conference Centre
2021.12 - Current
- To provide a warm, welcoming, and friendly environment
- Responsible for checking guests in and out of
- Issues room keys, pamphlets, discount cards, etc
- Answers various questions from guests and arranges transportation for guests
- Respond to telephone, e-mail, and in-person inquiries from clients, business partners, and other parties
- Book telephone reservations
- Computers bills, collects payment, and makes change for guests
- Count and verify cash, shift activity, keys, gift certificates, and wireless internet cards with departing shift
- Print updated in-house, arrival, departure, and room status report every two hours
- Check all unresolved departures
- Ensure the front desk stocked with any items guests may require before housekeeping leaves for the day
- Write all wake-up call requests on specified form and enter on switchboard
- Reduced wait times during peak hours by quickly processing transactions and providing timely assistance to guests.
- Enhanced guest satisfaction by efficiently managing check-ins and checkouts.
- Complete welcome call
- Clean and tidy front desk area.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Maintained strong relationships with guests, addressing concerns promptly and effectively to ensure repeat business.
- Collected room deposits, fees, and payments.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Handled guest complaints with professionalism, resolving issues promptly to retain customer loyalty.
- Trained new front desk agents on policies and procedures, ensuring consistent execution of hotel standards.
- Participated in regular staff meetings to share feedback from guests and suggest improvements for overall hotel operations.
- Managed a high volume of incoming calls professionally while maintaining an exceptional level of customer service.
Bilingual Receptionist
Hada's Beauty & Salon
2019.08 - 2024.01
- Answer phone calls in a timely manner
- Answer customer inquiries and take messages
- Assist customers in choosing salon products from the lobby area
- Make schedules and appointments for hair stylists
- Call to confirm appointments with customers
- Explain available services and prices to customers
- Take payment for salon services.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors a positive first impression.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Responded to inquiries from callers seeking information.
- Maintained visitor log for entering and leaving facility for security purposes.
- Increased customer retention rates through exceptional communication skills and problem-solving abilities.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
Warehouse Operator
Giant Tiger
2019.02 - 2022.03
- Picker selects merchandise from shelves and prepares items for shipping
- Packing specific area, retrieve the Items needed from the Inventory, check that they are in good condition, wrap them securely, and pack them for shipping
- Reduced product damage rates by enforcing proper handling techniques and storage methods.
- Shipping weighing packages, determining shipment method, arranging for shipment, estimating costs, updating records, Inserting Items Into containers.
- Kept warehouse stations and equipment in good working order in line with OSHA requirements.
- Loaded, unloaded, and moved material to and from storage and production areas.
- Implemented lean principles to reduce waste within the warehouse, minimizing costs while maintaining quality standards.
Cashier
Mr. Shawarma
2016.01 - 2019.04
- Maintained clean, sanitized, and well-organized food preparation zones
- Promoted customer loyalty by efficiently handling food and service complaints
- Arranged food items on serving trays and placed in takeout packaging to produce orders for customers.
- Greeted customers entering the store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers' complete purchases, locate items, and join reward programs.
- Assisted customers with returns, refunds and resolving transaction issues.
- Restocked and organized merchandise in front lanes.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Stocked, tagged and displayed merchandise as required.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Answered questions about store policies and addressed customer concerns.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
Education
High School Diploma -
Daniel McIntyre Collegiate
Winnipeg, MB06.2015
Skills
- Adaptable to new environments; values respect and cooperation in working with others.
- Customer Service
- Teamwork
- Interpersonal
- Hardworking individual who is willing to help others when needed.
- Microsoft Office
- Professional Appearance
- Problem-solving skills
- Staff Training
- Phone and Email Etiquette
- Cash Handling
- Hospitality services
Volunteer Experience
- St. Boniface Hospital - Bedside Attendance, 2013-01-01, 2014-12-31
- Wild Strawberry Children's Centre - Daycare Assistant Volunteer, 2013-01-01, 2014-12-31
- Daniel McIntyre Collegiate Institute - Africa Night Volunteer, 2010-01-01, 2013-12-31
References
- Mattie Barrie, Hada's Beauty & Salon CEO, Barrie2019@gmail.com, (613)712-2442
- Sarvesh Naik, Best Western Plus Ottawa-Kanaka Hotel & Conference Centre Manager, Sarvesh@tasico.ca, (289) 969-0464
- Bassem Ali, Mr. Shawarma Manager, Bassem-Ali@yahoo.com, (613) 612-8043
Languages
English
Full Professional
French
Limited Working
Swahili
Native or Bilingual
lingala
Native or Bilingual
Timeline
Hotel Front Desk Agent
Best Western Plus Ottawa Kanata Hotel & Conference Centre
2021.12 - Current
Bilingual Receptionist
Hada's Beauty & Salon
2019.08 - 2024.01
Warehouse Operator
Giant Tiger
2019.02 - 2022.03
Cashier
Mr. Shawarma
2016.01 - 2019.04
High School Diploma -
Daniel McIntyre Collegiate
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