Renee Nyonyo
Intercontinental Hotels Group , Executive Lounge Agent and Loyalty Program Champion
Job Type
On the job
Location
Kenya, Nairobi
Personal Advantage
I am Renee Nyonyo, a hospitality professional with over 5 years of experience in 5 star International Hotel Brands. I have great leadership skills great for working in and part of teams; certified trainer for learning and development and Loyalty programs; bubbly and compassionate personality for offering the best customer service and a great value addition to your organisation.
Job Preference
No Preference yet
Experience
Executive Lounge Agent and Loyalty Program Champion
2014-04 - 2020-09
Intercontinental Hotels Group Officer
Content
Accurately reviewed arrivals for all club guests and prepared
the distribution of guests’ amenities, welcome letters, fruit baskets and VIP gifts as well as inspecting the VIP rooms and amenities set up.
Exceptionally performed check-in and check out of VIP
guests, deliver their loyalty benefits, liaise with concierge to
escort them to their rooms with their luggage while cross
selling other hotel services and products.
Orchestrated exemplary services by greeting guests
courteously, walking them to their seat of choice, taking
their orders as well as making recommendations during the
breakfast, high tea and happy hour services.
Competently utilized the MICROS and POS systems to
process customer orders, complete payment transactions and issue receipts as well as accurately processed all cash and credit card transactions, cashier float, foreign currency
exchange and performed audit balances.
Diligently performed courtesy calls, birthday surprises for inhouse guests, attended to un-well guests as well as monitor guest complaints and follow through on service recovery and guest satisfaction.
Enrolled guests into the loyalty program and handled all loyalty guest enquiries and complaints; ensured points or miles award after every stay leading to a 90% guest satisfaction on surveys.
Conducted trainings to new joiners and all other
departments, as well as daily team briefings on
program updates; leading to 100% performance
compliance for all front desk team members
Maintained inventory of all point of sale materials
by ordering and distributing to teams and guests
alike.
Administered incentive programs, monitored
performance trackers, created and implemented a
quarterly action plan to ensure targets were met;
and celebrated successes with the teams by awarding point incentives monthly.
Project Manager
2020-10 - 2022-09
Deeba Limited Manager
Content
Hire specialized subcontractors, supervise and
inspect the quality of work and ensure safety
regulations are followed at all times.
Research and decide on materials and products
sourcing, and keep accurate financial records;
advise and keep client updated on progress and
any changes that may occur.
Front Office Duty Manager
2022-09 - 2023-01
The Living Adventure Managed by Accor Manager
Content
>Attained 95% guest satisfaction scores by
diligently attending to guests queries and
complaints through Hotelogix guest service
console; and liaised with other departments and
third party contracted companies
>In charge of 80+ new joiners’ on-boarding
process, conducting trainings on company
operating procedures; to ensure team competency.
>Exceptionally dealt with 2900+ guest arrivals &
departures of 121 nationalities and sold over
11,000+ room nights using Hotelogix 2.0 system.
>Monitoring efficiency of front office operations
by reviewing arrivals, departures, room
preferences, room allocation; conducting team
briefings and reporting to the front office manager
on the same.
Education
Interior Design · College
2007-09-03 - 2010-07-30
Evelyn College of Design
Hotel & Catering Management · College
2010-10-01 - 2013-03-31
Air Travel and Related Studies Centre
