Awadi Murobafi
Chicago
Summary
Highly professional with experience delivering exceptional service in a luxury hospitality environment and maintaining a safe and secure environment for guests, staff, and property. Skilled in surveillance monitoring, incident response, and theft prevention while delivering excellent guest service. Proven ability to remain calm under pressure, enforce safety procedures, and handle security concerns with professionalism and discretion.
Overview
8
8
years of professional experience
2018
2018
years of post-secondary education
1
1
Certification
Work History
Guest Service Agent
Langham Hotel
Chicago
12.2024 - Current
- Delivered personalized, luxury guest service in accordance with Forbes Five-Star hospitality standards.
- Managed guest check-in and check-out procedures efficiently while maintaining a warm and professional welcome.
- Anticipated guest needs and provided proactive service to enhance the overall guest experience.
- Resolved guest concerns and service recovery situations with professionalism and discretion.
- Coordinated with departments such as Housekeeping, Bell Services, Concierge, and Engineering to ensure seamless guest experiences.
- Maintained accurate guest profiles, reservations, and billing information using hotel property management systems.
- Recognized and greeted VIP and repeat guests by name, ensuring personalized service throughout their stay.
- Provided detailed information about hotel amenities, services, and local attractions.
- Managed room assignments and upgrades to maximize guest satisfaction and occupancy efficiency.
- Handled guest requests including transportation arrangements, special amenities, and dining reservations.
- Ensured all guest interactions met Forbes luxury service standards and brand guidelines.
- Maintained confidentiality and professionalism while handling high-profile and VIP guests.
Loss Prevention Officer
Omni Hotels & Resorts
Scottsdale
03.2022 - 09.2025
- Monitored the resort to ensure guests and employees are safe.
- Responded quickly to emergencies such as medical situations, fights, or disturbances.
- Assisted guests who need help or report safety concerns.
- Monitored CCTV cameras and security systems.
- Watched for suspicious activity, theft, or unauthorized access.
- Reported and document any unusual incidents.
- Prevented theft of hotel property, guest belongings, and company assets.
- Investigated internal theft or suspicious employee activity.
- Worked with management if fraud or loss occurs.
- Documented all incidents, accidents, and security issues.
- Maintained accurate logs for management and legal purposes.
- Performed regular patrols of the resort including:
- Guest floors
- Parking areas
- Pools and recreational areas
- Back-of-house areas
Bell Attendant
Viceroy Hotels & Resorts
Chicago
06.2018 - 12.2020
- Welcomed guests warmly at the hotel entrance.
- Opened doors and assist guests exiting vehicles.
- Provided a friendly first impression of the hotel.
- Assisted guests with loading and unloading luggage from vehicles.
- Transported luggage to and from guest rooms using luggage carts.
- Ensured luggage is handled carefully and stored
- Escorted guests to their rooms after check-in.
- Carried luggage and place it neatly in the room.
- Explained room features such as lighting, thermostat, safe, Wi-Fi, and amenities.
- Gave directions inside the hotel (restaurants, gym, spa, etc.).
- Provided information about local attractions, transportation, and events.
- Answered guest questions or connected them with the appropriate department.
- Helped arrange taxis, rideshares, or hotel transportation.
- Coordinated with valet for guest vehicles.
Cashier
Compass Group Management
Chicago
02.2018 - 06.2018
- Processed customer transactions accurately and efficiently at high-volume service locations.
- Maintained clean and organized checkout area to enhance customer experience.
- Assisted customers with product inquiries and provided friendly service.
Education
Mengo High School
Kampala, UgandaSome College (No Degree) - Hospitality
Heartland Community College
Normal, ILSkills
- Luxury Guest Service
- Conflict Resolution
- Guest Relations
- Multitasking in Fast-Paced Environments
- Communication & Interpersonal Skills
- Attention to Detail
- Property Management Systems (PMS)
- VIP Guest Handling
Certification
- certificate of hospitality training at Heartland Alliances 2018
Languages
English
Full Professional
Swahili
Full Professional
French
Professional
Accomplishments
- Nominated 2X for employee of the month at the Langham Chicago
- Nominated at the employee of the year 2025
Affiliations
- I’m passionate about photography
- Different cultures
- Learning new languages
References
References available upon request.
Timeline
Guest Service Agent
Langham Hotel
12.2024 - Current
Loss Prevention Officer
Omni Hotels & Resorts
03.2022 - 09.2025
Bell Attendant
Viceroy Hotels & Resorts
06.2018 - 12.2020
Cashier
Compass Group Management
02.2018 - 06.2018
Mengo High School
Some College (No Degree) - Hospitality
Heartland Community College