Geofrey Mwathi

Experience

• 

  Emirates Group

  Aug 2011 - Dec 2014

  Special Handling Agent

  Worked in a very busy enviroment playing a major role of smooth and efficient transfer of passengers in accordance with their flights and timings.Having the below main roles to execute as required:-•Provide clear, brief and considerate information for the traveling public•Monitor particular needs passengers and individual effects in airport•Maintain an enjoyable and professional conduct at all times•Attend to wheelchair (carry on/carry off/Stretcher passengers and individual effects and any passenger requiring help)•Assess passenger’s requirements and abilities to utilize the correct mobility equipment•Assist in particular needs of passengers and personal effects to make sure a faultless/pressure free airport experience by means of all facilities at the port•Operate surreys through terminal and parking facilities counting support passengers and individual effects on•Operate paging and statement systems at the special handling lounge as necessary•Cleaning and upholding of wheelchairs•Help disembarking/embarking passengers and individual effects from aircraft through port facility to parking facility Show less

• 

  IFA Residential Services

  Jan 2015 - Mar 2016

  Residential Concierge - Customer Service

  • Welcoming and assisting residents and their visitors according to Brand Standards• Working as an ambassador of Concierge Services by providing memorable service experience• Ensuring a prompt, efficient and updated recording of mail, parcels, messages and visitors• Maintaining a perpetual presence at the Concierge Desk throughout the hours of the shift• Being observant and noting preferences of the residents & guests, and responding accordingly to inquiries & requests• Greeting andassisting residents and visitors following standards either in person, email or on the phone• Greeting all residents and guests courteously, using their names whenever possible• Following Occupational Health &Safety regulations• Assists guests with enquiries regarding excursions, visitor attractions and places of interest• Reporting suspicious people, behavior, parcels and vehicles to Security• Ensuring adherence to IFARS Code of Ethics• Ensuring a complete and comprehensive handover is given to the next shift• Ensuring follow up on any outstanding items on the handover report and takes ownership• Handling cash for residential services (A La Carte Services, water delivery)• Logging and holding of keys for residents• Supplying keys and access cards responsibly and with the correct documentation• Ensuring correct filing and updating of residents and guests records• Coordinating move in and move out requests• Ensuring the building rules are followed and communicated to the residents Show less

• 

  CITY SEASONS HOTELS

  Apr 2016 - Nov 2017

  Guest Service Agent

  Welcoming guests to the hotel in a polite, friendly and helpful manner. Dealing with late arrivals and assisting with early check-outs. Check out departing guests using the hotel’s accounting system. Taking payment from guests in the form of cash or credit cards. Answering telephone inquiries promptly & professionally & transferring calls on. Being a point of contact for guests should they have any queries. Arranging for brief tours of the hotels rooms and facilities. Operating switchboard and directing calls appropriately. Dealing with and resolving customer complaints. Checking function sheets. Managing group bookings for conferencing, the restaurant and accommodation. Keeping up to date on all hotel products, services, pricing & promotional offer.Completing the night auditing procedures with accuracy and attention to detail. Maximize sales revenues through up selling and marketing programmes. Provide information and literature about the hotel in person and via telephone. Ensuring all relevant paperwork has been completed in order for a smooth handover at the end of my shift. Show less

• 

  Nakheel

  Dec 2017 - now

  • Provide Direct Customer Support through various channels.• Investigate and resolve customer complaints and queries – particularly the escalated ones.• Provide feedback and support to the Customer Care team to ensure that all issues are resolved according to CS SLA.• Continuously monitor the performance of the team, and craft tailored development plans for each member.• Train and coach newcomers and provide the required training sessions for existing employees frequently.• Oversee day to day performance and workflow, ensuring SLAs and targets are met.• Create a healthy and comfort work environment.• Support Process Improvement and contribute to process optimization.• Support team members by answering questions and providing knowledge or solutions.• Monitor adherence and conformance to shifts and schedules.• Participate in budget build up. Show less Managing the front desk operations by greeting members and guests, answering visitor inquiries via phone line, email and website. Administering and processing payments made by the members, providing them with up to date copies of receipts and/or transactions made by them.Processing access cards for individual members in relevance to their membership expiry dates.Resolving all customer complaints making sure the customers were satisfied with the service they were receiving at all times.Liaising between customers and management and taking feedback to improve the efficiency of service.Directing members and guests to appropriate areas within the clubhouse. Managing the Fitness schedule as per the instructors. Committing to excellent customer service for all members and guests. Making sales calls for renewals and any ongoing promotion with regards to club house membership.Maintaining a clean and approachable front desk area at all times. Show less

  • Customer Service Officer - Nakheel Malls

    Jul 2022 - now

  • Receptionist

    Dec 2017 - Jul 2022