Susan Wangari Mburu

MISS SUSAN WANGARI MBURU Mobile number: Email address: Mailing address: --P.O Box 11264 - 00100, Nairobi, Kenya CAREER OBJECTIVE To work in an environment which encourages me to succeed and grow professionally where I can utilize my skills and knowledge appropriately. PROFESSIONAL SKILLS • • • • • • Strong communication skills Sales Customer care Technical skills: Zendesk, MS Office Suite Call Centre experience Social media management. WORK EXPERIENCE 01/05/2015 – to date Fairmont Hotels and Resorts Kenya Role: Personal Assistant to Group Director of Sales and Marketing - Kenya Duties • Manage the Group Director's diary and daily calendar including screening of telephone calls. • Make travel arrangements to include flight bookings, visa, booking accommodation, travel insurance and ground transfers for all sales related trips. • Manage the department's requisitions including sourcing and processing of invoices. • Prepare and handle all itineraries and reservations coming through the Group Director's office. • Assist with the preparation of annual sales and marketing plan and sales reports. • General Administrator of the Group Sales and Marketing Office. • Database management including email marketing and telesales. 01/01/2014 - 30/04/2015 Fairmont The Norfolk Role: Catering Sales Executive Duties • Developing new and existing accounts through personalized sales calls, telesales and property visits. • Preparation of service contracts for each event to include proforma invoices and any other requirements such as internal communication to all departments. • Creating and costing conference and outside catering packages. • Marketing all ongoing food and beverage promotions via telesales, database emailing and through partners (Eatout, Yummy Magazine). • Menu design for all restaurants and special events in liaison with the Food and Beverage Director. • Database management including email marketing and telesales. 01/09/2011 - 31/12/2013 Fairmont The Norfolk Role: Front Office Supervisor Duties • Manage guest feedback on the hotel’s feedback platform (JD Power). • Orientation and training of new colleagues and interns. • Shift leader at front office to oversee the operations within a shift and help the team. Review annual employee performance for front desk agents and cashiers. • Night audit:- ensure smooth day-roll over by ensuring that all the hotel systems have been closed for the day and updated to the next day. 14/10/2009 - 31/08/2011 Fairmont The Norfolk Role: Front Desk Agent Duties • Handle all guest check-in and check-out procedures as per guideline including reservations. • Responding to all incoming calls at the hotel’s call center, this includes transfer to internal extensions. • Coordinate guest requests with other departments. • Concierge: - Assist guest with flight online check-in, follow-up on lost baggage and confirmation of flight details. In addition, organize for excursion or visit to other Fairmont Kenya property. • Cashier: - maintain cash float as per company guideline, handle forex exchange and credit/debit card payments. • Enroll members to Fairmont loyalty program and help in redeeming of certificates, gift cards and vouchers. 06/04/2009 - 30/06/2009 The Sarova Stanley Hotel Role: Front Office Intern Duties • Reception duties: - check-in guests, handle inquiries and coordinate requests with other departments. • Cashier duties: - perform check-out as per the guidelines. • Guest relations duties:- prepare amenities for VIPs, handle guest feedback and complaints. • Reservations: - assist with making hotel bookings and sending confirmations including handling inquiries. 01/07/2007 - 11/11/2007. Fish Eagle Inn, Naivasha Role: Food and Beverage Server Duties • Food and beverage sales including cashier duties. • Banquets and conference set-up and service. • Coordinating food and beverage requests with other departments. EDUCATION BACKGROUND 2012 - 2016 Moi University Bachelor of Hotel and Hospitality Management (Grade - First class honours) 2007 – 2009 Kenya Utalii College Nairobi Certificate in Front Office Operations (Grade - Distinction) 2007 (Jan – April) Kenya Utalii College Nairobi Certificate in Food and Beverage Service Techniques (Award - Certificate of Attendance) 2002 – 2005 Immaculate Heart Juniorate, Eldoret. Kenya Certificate of Secondary Education (K.C.S.E) (Grade- B Plain) 1996 - 2001 Madaraka Primary School, Thika. Kenya Certificate of Primary Education (K.C.P.E) (Grade- B Plain (346/500 marks) ACHIEVEMENTS Team building (In the role of Personal Assistant) Revamped bookers loyalty program by retraining the team and coming up with local gifts as per the budget, Developed team building activities within the sales department to bring colleagues together Database management (in the role of Catering Sales Executive) Created a food and beverage database which enhanced marketing efforts and was able to identify loyal clients for each restaurant Upsell of rooms (in the role of Front Office Supervisor) Managed the upsell program including retraining and identifying opportunities This led to increased room revenue and enhanced the morale for the front desk team. Silver service (in the role of Food and Beverage Server) Introduced and trained fellow food and beverage colleagues on silver service to enhance guest experience. REFEREES 1. Mrs. Eva Mwangi Head of Sales at Tribes Hotel Email address:-Mobile number:-. Mr. Michael Muturi Operations Manager at White Rhino Hotel, Nyeri Email address:-Mobile number:-