Rispah Ngugi

Rispah Wanjiru Ngugi Phone: - / - Address: P.O Box-, Nairobi, Kenya Email:-/- Professional Summary An Experienced Virtual Assistant and Customer Service Representative with over 10 years of expertise in Hospitality, Front Office Management, Email Copywriting, and Administrative Support. I’m skilled in Communication, Organization, Time management, and Problem-solving, with a proven ability to manage diverse tasks in high-pressure environments. I am a team player, very keen to details, and a very fast learner. I’m Proficient in guest relations, customer service, office administration, social media management, and remote support services. I’m dedicated to delivering exceptional service and achieving organizational goals. Key Skills             Virtual Assistance and Customer Service. Fidelio conversant and other hotel systems. Social Media Management and Marketing. Administrative Support (Scheduling, Email Management, Data Entry). Front Office and Reception Management. Hospitality Operations (Reservations, Guest Relations, Housekeeping). Conflict Resolution and Problem-Solving. Effective Communication (English and Kiswahili). Writing and Editing (Copywriting, Email Campaigns). Proficiency in Microsoft Office Suite and CRM systems. General accounting skills. Guest relations and Reservations. Professional Experience Virtual Assistant/Customer Service/Social Media Management Videomentum Studios (U.S. Based) October 2021 – July 2024         Managing customer inquiries and providing virtual administrative support to clients. Answering and directing incoming calls professionally and efficiently. Email management/Outreach management/Sales and marketing. Scheduling meetings, organizing documents, and handling email correspondence. Supporting video production teams with research, task coordination, and communication. Managing and grew client social media accounts by creating and scheduling posts, engaging with audiences, and tracking performance metrics. Maintaining records and databases, ensuring up-to-date and accurate information. Collaborating with team members to streamline operations and improve customer satisfaction. Front Office/Accounts Assistant EMA Advisory October 2020 – April 2021            Assisting with front office operations and basic accounts management. Handling client inquiries, bookings, and invoice processing. Ensuring a seamless flow of office functions by maintaining accurate records. Preparing financial reports and supporting payroll processing tasks. Quick book and basic auditing. Preparing invoices and quotations. Resolving customer complains. Outreach management via emails. Handling stationary and general requisition of office supplies. Handling suppliers (paying them and in charge of petty cash). Ensuring there is compliance with company policies and procedures. Front Office Manager/Duty Manager Kenya Comfort Hotel March 2019 – September 2020             Overseeing front office operations, ensuring exceptional customer service. Training and managing front office staff to maintain operational efficiency. Answering incoming calls and resolving guest concerns promptly to enhance satisfaction. Monitoring daily operations, ensuring compliance with company policies and procedures. Managing daily office activities, ensuring seamless operations. Maintaining organization and cleanliness in collaboration with the support team. Scheduling and coordinating meetings, appointments, and office events. Providing administrative assistance. Ensuring timely renewal of all permits and regulatory documentation. Organizing and maintaining physical and electronic files for efficient access. Facilitating timely payment of utilities and replenishing office supplies, and stationery items. Working with the Stores department; liaising with vendors and suppliers for procurement and delivery. Head Receptionist/Office Administrator Hotel Nokras, Murang’a August 2018 – February 2019      Supervising front office staff and coordinating administrative tasks. Streamlining check-in/check-out processes for better guest experience. Answering phone inquiries and handling customer requests efficiently (via emails and text messages). Assisting with payroll, documentation, and staff scheduling. Scheduling meetings, bookings and reservations. (using Fidelio checking in system). Reservations Manager/Guest Relations Officer Oak Place Hotel and Conference Center April 2017 – July 2018       Handling reservations and ensuring personalized service for guests. Managing booking platforms and updating inventory for optimal occupancy. Maintaining relationships with repeat clients to build brand loyalty. Coordinating with other departments to ensure smooth guest experiences. Answering phone calls and operating switchboard. Social media marketing. Guest Relations Officer Hotel Comfy/Horizon, Eldoret October 2013 – November 2015     Addressing guest inquiries and ensuring top-tier hospitality services. Collaborating with other departments to fulfill guest needs efficiently. Assisting with events coordination and resolving guest complaints. Welcoming guests and answering calls. Receptionist Batian Grand Hotel, Nyeri March 2013 – October 2013     Welcoming guests and managing reservations. Answering calls and directing them to the appropriate departments. Processing payments and maintaining front desk records. Sales and marketing. Floor Leader/Head Waitress Kenya Comfort Hotel/Suites February 2011 – September 2012    Supervised waitstaff and ensured smooth dining operations. Coordinated with kitchen and management to meet guest expectations. Addressed guest feedback to improve dining experiences. Social Worker Family Care Foundation February 2007 – November 2007   Providing community outreach and support for vulnerable populations. Coordinating and documenting field activities to improve project outcomes. Education Diploma in Hotel Management Nairobi Aviation College January 2012 – December 2013  Awarded: Credit Certificate in Hotel Management Nairobi Aviation College January – December 2011  Awarded: Credit Certificate in Hotel Catering Mukuru Skills Training Center January – December 2008  Awarded: Credit Certifications Industrial Attachment Certificate Sarova Taita Hills/Sarova Salt Lick Game Lodges January – April 2009  Areas Covered: Reception, Restaurant, Housekeeping, Stores and Laundry. Referees 1. Hilda Kibiwott Hotel Manager, Hotel Horizon, Eldoret Phone: -. Lucy Magoma General Manager, Oak Place Hotel and Conference Center Phone: -. Ann Naeku Human Resources Manager, Kenya Comfort Hotel/Suites Phone: -