Summary
Overview
Work history
Education
Skills
Custom
Timeline
Receptionist
Benard Ochieng

Benard Ochieng

Neom,Saudi Arabia

Summary

Multi-faceted, efficient, and reliable guest service professional with 5+ years of experience in five-star luxury hotels and resorts seeking for a position in a fast-paced challenging work environment to dispense my potentials and skills in meeting and exceeding organizational goals and targets.

Overview

7
7
years of professional experience

Work history

Concierge/Guest Experience Expert

Marriott International
Sindalah Island, Neom
10.2024 - Current
  • Welcoming guests with a professional demeanor, ensuring a warm and friendly experience.
  • Handling special requests, such as dietary accommodations, private excursions, or event planning.
  • Assisting guests in making restaurant reservations, spa treatments, excursions and arranging tickets for entertainment events.
  • Helping guests maximize their time by creating customized daily schedules.
  • Advising guests on Island activities, local attractions, and shopping opportunities.
  • Addressing and resolving guests' concerns promptly by taking ownership of each complaint.
  • Collaborating with other departments (housekeeping, F&B, or maintenance) to ensure guest overall satisfaction.
  • Helping guests with luggage arrangements or transfers to and from the Island.
  • Provideing up-to-date information about the hotel and all the happenings on the Island.
  • Handling escalated guest concerns with professionalism, empathy, and attentive listening.
  • Maintaining the appearance and ambiance of Concierge and Loyalty spaces to ensure a luxurious environment.

Customer Service Expert

Mirage International Property Consultants
Doha
10.2022 - 10.2024
  • Maintaining guests' satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Developed strong relationships with key partners in order to ensure smooth operations between the departments
  • Preparing reports detailing customer satisfaction surveys and other data pertaining to concierge services
  • Optimizing customer support by establishing collaborative service environments through targeted operational initiatives
  • Providing detailed information about the city's points of interest, restaurants, transportation options, and other activities within the city
  • Arranging reservations for dining, entertainment, sightseeing tours, theater tickets, and sporting events
  • Responding promptly to all guests' inquiries via telephone, email and face-to-face contact while maintaining a friendly demeanor
  • Promoting available products and services to guests during service, account management, and order calls

Guest Service Expert

JW Marriott Marquis City Center
Doha
10.2019 - 09.2022
  • Greeting visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention
  • Responding to guest inquiries to maximize guest satisfaction
  • Assisting guests with variety of services and local attraction information
  • Maintaining high level knowledge of all hotel services offered to answer guest questions
  • Collaborating with team members to handle guest requirements from check-in through check-out

Bellman

Al Najada Hotel by Tivoli
Doha
05.2018 - 09.2019
  • Company Overview: (Pre-Opening)
  • Explaining important features of guest rooms to travelers
  • Transferring luggage, bags and other items from vehicles and main lobby to and from guest rooms with wheeled cart
  • Notifying front desk manager of any guest issues in need of additional attention
  • Responding immediately to any guest requests or concerns and promptly resolving issues
  • Escorting guests to assigned rooms and transporting luggage
  • (Pre-Opening)

Education

Bachelor of Science - Business Administration

Karatina University

Certificate - Customer Service Operations

Nairobi Utalli College

Skills

  • Strong interpersonal and problem-solving skills
  • Cultural awareness by understanding and respecting guests' varied backgrounds
  • Excellent communication and organizational skills
  • Attention to detail by ensuring every guest request is fulfilled to their satisfaction
  • Responsible and highly reliable in meeting and exceeding targets
  • Ability to work in fast-paced environment
  • Collaborative and a proficient team member
  • Ability to focus attention on quality service and Service standard compliance
  • Professional telephone demeanor
  • Administrative Support
  • Quality Assurance
  • Strong Work Ethic
  • Hospitality etiquette

Custom

  • Goal-driven and adaptable professional with outstanding interpersonal and communication skills; adept at conveying instructions to teams, supervising daily operations, and empowering team members to accomplish all set objectives in a timely manner.
  • Customer focus ability to deal with different kinds of people from all levels.
  • Known for demonstrating eagerness to expand skillset and knowledge; keeps up to date on operational projects by studying business operations to elevate and expertise.
  • Technical proficiencies in Microsoft Office Suite (Word, Excel, PowerPoint, and Database).
  • Strong problem solving skills, dependable and an investigative attitude.

Timeline

Concierge/Guest Experience Expert

Marriott International
10.2024 - Current

Customer Service Expert

Mirage International Property Consultants
10.2022 - 10.2024

Guest Service Expert

JW Marriott Marquis City Center
10.2019 - 09.2022

Bellman

Al Najada Hotel by Tivoli
05.2018 - 09.2019

Bachelor of Science - Business Administration

Karatina University

Certificate - Customer Service Operations

Nairobi Utalli College

Similar Profiles

Create profile
Benard Ochieng