Efficient Duty Manager versed in task delegation and workflow coordination, promoting efficient and high-quality operations. Diplomatic and engaging with skill in handling challenging requests with friendly and knowledgeable support.
Hi, I’m
Kevin Okullo
Milan
Summary
Overview
17
years of professional experience
Work History
DoubleTree By Hilton Brescia
Duty Manager
09.2022 - Current
Job overview
- Responded to customer concerns by providing friendly, knowledgeable support and maintaining composure and professionalism.
- Trained employees in essential job functions.
- Initiated plans to improve customer relations, quality standards and service efficiency.
- Handled employee-related issues to improve performance, professional conduct and attendance reliability.
- Set goals for department and supported employees in meeting expectations.
- Conducted continuous reviews of accounts, procedures and personnel to optimize processes and improve performance.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Four Seasons Hotels and Resorts
Front Office Manager
05.2016 - 08.2021
Job overview
- Four Seasons Hotel at Al Maryah Island
- Train, supervise and support
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Coached employees through day-to-day work and complex problems.
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
- Standardized office structures and processes to promote collaboration and increased performance.
- Maintained current and compliant financial records, monitoring and addressing variances through detailed analyses.
- Utilized client and staff feedback to maintain customer partnerships and increase revenue.
Armani Hotel
Marketing and Public Relations Administrator
10.2012 - 04.2016
Job overview
- Planning publicity strategies and campaigns
- Writing and producing presentations and press releases
- Dealing with enquiries from the public, the press, and related organizations
- Organizing and attending promotional events such as press conferences, open days, exhibitions, tours and visits
- Conducting advertising and other marketing initiatives that will result in increased sales
- Managing messaging and communication channels to maintain a positive brand awareness and building relationships
Armani Hotel
Customer service
10.2011 - 10.2012
Job overview
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Cross-trained and provided back up for customer service managers.
- Implemented and developed customer service training processes.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Wananchi Group Limited
Customer Service, Front Office Manager
10.2010 - 10.2011
Job overview
- Oversee and assist, employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints
- Build a strong team and shape staff behaviors to accomplish desired results
- Play a collaborative role in growing and implementing standards and processes
- Maintain documentation such as correspondence and operational records, and communicate promotional
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
Kencall EPZ
Customer service Supervisor
08.2008 - 06.2010
Job overview
- Assisting with the development and implementation of service policies, and explaining these to sta and customers
- Identify and research potential clients
- Develop and maintain client relationships
- Coordinate with sales teams to develop mutually bene ficial proposals
- Negotiate contract terms with clients and communicate with stakeholders
- Research business or economic trends and recommend viable new growth strategies
- Train, coach and mentor company employees.
Serena Hotel
Guest Relations Executive
04.2006 - 04.2008
Job overview
- Planning and executing, functions
- Supervise team in providing excellent and outstanding services to customers
- Ensure that team addresses customer inquiries and concerns promptly and professionally
- Assist in resolving employee concerns and developing customer focused environment
- Managed and improved customer service functions for reception and lounge areas.
- Directed staff to handle needs for individual guests to resolve issues and generate positive customer experiences.
- Served as main point of contact for VIP guests and kept hotel departments briefed on individual requirements.
- Helping in the development and execution of training programs for customer service representatives
- Increase sales by providing the best customer service possible at all times
Education
Air Travels And Related Studies CentreNairobi, Kenya
Advance Diploma from Hotel Management
11.2007
University Overview
United States International UniversityNairobi, Kenya
Bachelor of Science from International Relations And Affairs
09.2005
University Overview
Institute of Advance TechnologyNairobi, Kenya
ICT Management from Computer And Information Sciences
09.2006
University Overview
from Air Travel
University Overview
Skills
- Staff Training
- Service Management
- Process Optimization
- Shift Scheduling
- Staff Scheduling
- Process Improvement
- KPI Monitoring
- Verbal and Written Communication
- Strong Business Acumen
Accomplishments
Accomplishments
- Supervised team of 50+ staff members.
- Collaborated with team of Four Seasons Hotels and Resort in the development of "Be You" a concept which allowed the staff to explore their full potential.
Languages
English
Bilingual or Proficient (C2)
Swahili
Bilingual or Proficient (C2)
Italian
Upper intermediate (B2)
Spanish
Elementary (A2)
French
Elementary (A2)
Timeline
Duty Manager
DoubleTree By Hilton Brescia
09.2022 - Current
Front Office Manager
Four Seasons Hotels and Resorts
05.2016 - 08.2021
Marketing and Public Relations Administrator
Armani Hotel
10.2012 - 04.2016
Customer service
Armani Hotel
10.2011 - 10.2012
Customer Service, Front Office Manager
Wananchi Group Limited
10.2010 - 10.2011
Customer service Supervisor
Kencall EPZ
08.2008 - 06.2010
Guest Relations Executive
Serena Hotel
04.2006 - 04.2008
Air Travels And Related Studies Centre
Advance Diploma from Hotel Management
United States International University
Bachelor of Science from International Relations And Affairs
Institute of Advance Technology
ICT Management from Computer And Information Sciences
from Air Travel
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