Jeremiah Mwaniki

 Oversee daily transport operations, ensuring compliance with established Standard Operating Procedures (SOPs) and industry best practices.  Coordinate end-to-end guest transportation services, including airport transfers, corporate travel, and customized guest itineraries.  Develop and manage daily and weekly driver schedules to optimize operational efficiency, service quality, and revenue generation.  Supervise the hotel vehicle fleet, ensuring timely maintenance, cleanliness, licensing, and compliance with safety regulations and NTSA requirements.  Serve as the primary point of contact for all guest transportation needs, providing prompt, professional, and solution-oriented service.  Implement and enforce transportation SOPs to enhance operational consistency, efficiency, and quality control. Conduct driver performance evaluations, revenue audits, and compliance assessments to maintain high standards of safety, professionalism, and customer service.  Monitor and ensure that all driver licenses, certifications, and related documentation remain valid and up to date.  Collaborate closely with Front Office, Sales, Reservations, and other departments to coordinate guest transportation requirements seamlessly.  Enhance guest satisfaction and retention by maintaining efficient transport services and building strong customer relationships.  Maintain regulatory and operational records, including vehicle maintenance schedules, insurance documentation, PSV compliance, Expressway/KAPS registrations, and other statutory requirements. Liaise with third-party transport service providers to ensure compliance with government regulations and adherence to hotel standards and procedures.  Operate guest vehicles when necessary, during driver shortages to ensure uninterrupted service delivery. Organize and coordinate guest tours, excursions, and safaris to key destinations, including Nairobi National Park, Lake Nakuru, Maasai Mara, and other tourist attractions.

 Responsible for coordinating and participating in the activities of the Bell Service personnel.  Anticipate guest’s needs through observation and offer prompt, efficient service either personally or through effective communication with other associates.  Directs and supervises the Bellman and Doorman engaged in duties such as paging, running errands, carrying baggage and rooming of guests; may participate in the activities of his personnel.  Ensure bell desk team adheres to The Welcome & Farewell procedures.  Observe Valet & Limousine associates performance.  Determine work schedules of Bell Service personnel; records attendance and accomplishments of Bell Service personnel and endorses unfinished duties to incoming shift in appropriate logbooks.  Inspects Bell Service personnel for grooming and hygiene standards.  Maintains and controls the use of Bell Service baggage room, ensures its cleanliness and sees to it that proper procedures followed in receiving, storing and issuing of baggage.  Initiates purchase request for supplies needed by the Bell Service, and forwards this to the Guest Service Manager for approval.  Places orders of newspapers and other reading materials for guests.  Answers telephone calls for Bell Service and attends to guests’ inquiries, requests and complaints.  In-charge of required training & development of the team.  Coordinates arrangement of transportation for guests during the shift.  Maintains and ensures the proper functioning of errand system.  Reports to superior concerning the performance of his section; suggests possible ways and means of improving service.  Acts as reliever of bellmen in their absence.  Performs other duties as may be assigned.  Personally ensure compliance with all relevant Workplace Health & Safety and Occupational Health & Safety legislation and Policies.

 Maintain a willingness to please attitude and give undivided attention to any approaching guest  Adhere to guest checking in and checking out procedures pertaining to baggage handling  Welcome guests at the main entrance, offering the greeting appropriate to the time of day taking particular note of repeat guests and Priority Club members  Assist arriving and departing guests by opening and closing car and taxi doors  Guide the guest to the Front Desk and wait behind the guest during the check-in. Keep eyes on the Front Desk Clerk who provides the signal for you to step forward and receive the room and rooming booklet from the Front Desk Clerk. Without delay, escort the guests accordingly.  Be familiar with the layout of the hotel and memorize the preferred route for escorting guests  Room the guest in accordance with hotel standards  Provide information to guests about the hotel facilities and services  Learn and utilize names of guests, especially repeat and long staying guests and routinely greet guests as they pass through the lobby, remaining alert to situations where he can be of assistance to guests  Keep the lobby clean and tidy, informing the Concierge or Bell Captain if it needs major cleaning  Maintain grooming standards by wearing clean, shiny well-polished shoes and a neat uniform while on duty  Keep the baggage room clean and in order before going off duty on each shift  Upon arrival of newspaper, prepare them and deliver them to guest rooms as assigned by the Bell Captain  Arrange transport and coordinate luggage  Appreciate the dynamic nature of the Hotel industry and extend these service attributes to all internal customers  Greet guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity  Do everything possible to ensure that the guests depart the hotel with a positive impression of hotel service