Lucy Jebet Kiptum Ngulat
Housekeeper, customer care,general labour
Mississauga,ON
Summary
Proven professional with extensive experience in hospitality and customer service, notably at Ole Sereni Hotel. Excelled in enhancing guest satisfaction and streamlining operations, demonstrating top-tier skills in room turnover and effective communication. Recognized for exceptional team collaboration and a commitment to maintaining high standards of cleanliness and guest support, significantly contributing to operational excellence. Organized Hotel Housekeeper possessing in-depth knowledge of cleaning chemicals and proper applications. Well-versed in job-related equipment operations. Detail-oriented and meticulous individual with Number years of experience cleaning vacant and used rooms, managing guest supplies and maintaining housekeeping cart. Dependable Job Title proficient in dusting and polishing, steam cleaning and laundering and ironing. Hardworking individual with positive, energetic attitude and excellent time management skills. Committed to working independently and providing top quality service.
Overview
6
6
years of professional experience
Work History
Hotel Housekeeper
Dubai Palm Hotel
Dubai, United Arab Emirates
04.2022 - 04.2024
- Followed daily cleaning schedule to prepare for arrival of guests and meet deadlines.
- Cleaned bedrooms, bathrooms and living spaces to comply with sanitation and hygiene standards.
- Vacuumed and mopped floors in guest rooms and common areas to maintain clean and tidy environment.
- Contributed to the hotel''s reputation for cleanliness and comfort by providing exceptional service to all guests.
Customer Service Representative
Ole Sereni Hotel
02.2018 - 06.2021
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided primary customer support to internal and external customers.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Tracked customer service cases and updated service software with customer information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Streamlined call center processes for improved efficiency and reduced wait times.
Education
Supply Chain Management - Procurement, Dispatch,supply Chain,store
Nehema Institute of Science And Technology
Eldoret,Kenya12.2016
Journalism And Marketing - Marketing Management And Customer Care
Nairobi Aviation College
Nairobi,Kenya11.2009
Skills
- Bed making proficiency
- Cleaning techniques
- Bathroom cleaning proficiency
- Room turnover
- Safe Chemical Handling
- Chemical handling knowledge
- Assignment management
- Guest Relations
- Surface sanitation
- Odor control methods
- Safety Monitoring
- Furniture polishing techniques
- Floor care techniques
- Dusting abilities
- Supply Management
- Stain removal expertise
- Laundry expertise
- Waste disposal methods
- Energy conservation awareness
- Housekeeping
- Time Management
- Customer Service
- Multitasking and Prioritizing
- Supply Restocking
- Deep Cleaning Protocols
- Quality Control
- Cleaning bathrooms
- Floor Vacuuming
- Interior and exterior cleaning
- Sorting and washing laundry
- Trash Collection and Disposal
- Sweeping and Mopping
- Supply Stocking
- Window Cleaning
- Kitchen Cleaning and Dishwashing
- Guest Service and Support
- Vacuuming
- Professional and Courteous
- Work Planning and Organization
- Heavy Lifting
- Dusting furniture
- Room Maintenance Scheduling
- Lost and Found Management
- Commercial Cleaning
- Team Support and Collaboration
- Floor Cleaning, Polishing, and Waxing
- Staff Training
- Process Improvement
- Health and safety compliance
- Mopping and sweeping
Languages
English
Elementary
Timeline
Hotel Housekeeper
Dubai Palm Hotel
04.2022 - 04.2024
Customer Service Representative
Ole Sereni Hotel
02.2018 - 06.2021
Supply Chain Management - Procurement, Dispatch,supply Chain,store
Nehema Institute of Science And Technology
Journalism And Marketing - Marketing Management And Customer Care
Nairobi Aviation College
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