Margaret Gichuhi
Westbay,Cayman Islands
Summary
Spa Concierge with a strong focus on customer service excellence, contributing to business growth through effective appointment management and client interaction. Experienced in scheduling treatments and addressing client inquiries, including special requests and complaints. Proven ability to serve as the primary point of contact in spa settings, ensuring a welcoming and efficient experience for all clients.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Spa Concierge
Kimpton Seafire Resort and Spa
Westbay, Grand Cayman Islands
06.2023 - Current
- Greeted guests upon arrival, provided information about spa services and amenities, and answered any questions or concerns.
- Resolved customer complaints in a professional manner while upholding company standards.
- Assisted in managing daily reservations for spa treatments, ensuring all appointments were fulfilled on time.
- Provided exceptional customer service to ensure a pleasant experience for all clients.
- Assisted in training new Spa Concierges on proper procedures for handling guest inquiries.
Spa Receptionist
Alwadi Hotel Doha - MGallery
Doha, Qatar
06.2022 - 06.2023
- Conducted spa tours and scheduled appointments to enhance customer experience.
- Notified staff of cancellations and unscheduled visitors for efficient operations.
- Performed administrative duties, including mail management, filing, data entry, and document preparation.
- Greeted customers warmly to create a welcoming atmosphere upon arrival.
- Documented client preferences during meetings to tailor services effectively.
- Analyzed bookings and coordinated schedules to maximize revenue potential.
- Ensured spa area remained clean, stocked, and compliant with hygiene standards.
Spa Receptionist (Pre-Opening)
Millennium Hotels and Resorts
Muscat, Oman
05.2016 - 05.2022
- Greeting guests with enthusiasm and professionalism to create welcoming atmosphere.
- Delivered exceptional customer service to enhance guest satisfaction.
- Operated Microsoft Office and Spa Soft systems for efficient management.
- Performed administrative support tasks to ensure smooth operations.
- Answered phone inquiries professionally to gather information and address customer needs.
- Proactively solicited clients for treatments, successfully scheduling appointments.
- Drove sales goals by achieving monthly quotas through effective client interaction.
- Ensured safety of spa treatments by adhering to established procedures and guidelines.
Guest Service Agent
Aqua Park Qatar
, Qatar
03.2014 - 11.2015
- Efficiently manage all Guest Experiences operational areas.
- Ensure to provide the best possible service to the guest.
- Sell tickets and other products via the point of sale (POS) system.
- Efficiently manage and maintain queue lines.
- Give lifesaving guidelines to the clients.
- Ensuring the work environment is both professional and comfortable for all team members and guests.
Education
Single Subject Diploma - Numeracy & Statistics
The Institute of Commercial Management
Nairobi, Kenya02.2014
High School Certificate -
Loreto High School
Kiambu, Kenya12.2011
Skills
Customer service excellence
- Opera PMS proficiency
- Forbes 5-Star service standard
- Effective communication
- Multitasking and prioritization
- Dependability and reliability
- Microsoft Office and spa software proficiency
- Professional phone etiquette
- Team leadership
- Appointment scheduling
Certification
- Leadership and Team Development, International Business Management Institute (IBMI), 525622-164-867-2539
- CPR/AED/First Aid, Target for Training Services L.L.C
- Level 3 Certificate in Senior Lifesaving, Kenya Life Saving Federation
Honors And Awards
- Forbes 5-Star achievement
- Certificate in Senior Lifesaving Level 3, Kenya Life Saving Federation, 04/01/15
- Certificate of experience, Millennium Hotels and Resorts, 05/01/22
- Star of the Month nominee, Millennium Hotels and Resorts, 02/01/22
- Service Excellence Training Program, Millennium Hotels and Resorts, 06/01/17
- Long Service Award, Millennium Hotels and Resorts, 09/01/21
- On-the-job training skills, Millennium Hotels and Resorts, 10/01/18
- Star of the Month, Millennium Hotels and Resorts, 11/01/2019
- Leading quality assurance standard, Alwadi Hotel Doha - MGallery, 09/01/22
Languages
English
First Language
Timeline
Spa Concierge
Kimpton Seafire Resort and Spa
06.2023 - Current
Spa Receptionist
Alwadi Hotel Doha - MGallery
06.2022 - 06.2023
Spa Receptionist (Pre-Opening)
Millennium Hotels and Resorts
05.2016 - 05.2022
Guest Service Agent
Aqua Park Qatar
03.2014 - 11.2015
Single Subject Diploma - Numeracy & Statistics
The Institute of Commercial Management
High School Certificate -
Loreto High School
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