Summary
Overview
Work History
Education
Skills
Certification
Certificate
Timeline
Generic
Bernard Marfo

Bernard Marfo

Sampa

Summary

Adept at driving operational excellence and team cohesion, I significantly enhanced service quality and sales at Rosezebo Hotel Limited. Leveraging leadership skills and a knack for problem resolution, I fostered a culture of continuous improvement and strategic growth, achieving a notable decrease in operational costs.

Overview

23
23
years of professional experience
1
1
Certification

Work History

General Manager

Rosezebo Hotel Limited
01.2018 - Current
  • Developed and implemented strategies to increase sales and profitability.
  • Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
  • Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
  • Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
  • Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
  • Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
  • Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Managed staff schedules for optimal coverage, ensuring excellent customer service and smooth operations.
  • Evaluated employee performance regularly, identifying areas for improvement and developing action plans accordingly.
  • Ensured regulatory compliance by maintaining accurate records, conducting audits, and addressing issues promptly.
  • Implemented and maintained remote broadcast equipment to guarantee optimum safety, control and security.
  • Led team meetings to communicate updates, reinforce expectations, and foster open communication among staff members.
  • Developed and implemented safety protocols to maintain a secure working environment for employees.
  • Enhanced employee performance by providing ongoing training, coaching, and feedback.
  • Updated weekly and monthly program schedule by establishing program availability and determining best time to air.
  • Boosted customer satisfaction ratings by consistently delivering high-quality services and resolving complaints in a timely manner.
  • Improved station efficiency by implementing new operational strategies and streamlining processes.
  • Cultivated positive relationships with vendors, suppliers, and contractors to ensure timely deliveries of products or services needed for successful operations.
  • Reduced operating costs through effective budgeting and expense management.
  • Fostered a culture of continuous improvement by encouraging staff to identify and address opportunities for process optimization.
  • Optimized inventory control systems to minimize waste and maximize resources available for daily operations.
  • Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.
  • Streamlined communications between departments to improve overall efficiency within the station environment.
  • Participated in program acquisition by recommending suitable programs for purchase.
  • Monitored and reviewed programming to guarantee met schedules, guidelines and quality performances.
  • Prepared daily schedules for personnel and equipment to foster smooth functioning of broadcast.
  • Collaborated with regional management to align station objectives with company goals.
  • Implemented preventative maintenance programs for equipment to reduce downtime and ensure reliability during peak hours of operation.
  • Prepared comprehensive reports outlining work history documentation that provided valuable insights into operational performance metrics.
  • Leveraged data analytics tools to track sales trends, forecast demand patterns, and make informed decisions about product offerings at the station level.
  • Increased revenue growth with strategic marketing initiatives and promotions.
  • Developed budgets for programming and broadcasting activities and monitored expenditures to remain within budgetary limits using Software.
  • Implemented safety program and delivered training to employees, realizing Number% decrease in job site accidents.
  • Monitored production operations for quality and compliance with standards.
  • Oversaw testing of equipment and components to check for defects.
  • Worked across departments to create on-target promotions for station activities, specific programs and special guests.
  • Oversaw scheduling and use of facilities used by engineers and producers to complete technical assignments.
  • Collaborated with leadership staff to determine appropriate budgets.
  • Assessed expected technical challenges and developed proactive solutions.
  • Collaborated with IT department staff to enhance network-based technologies.

Fuel Station Manager

Kan Royal Petroleum Limited
11.2016 - 09.2018
  • Improved communication among team members by facilitating regular meetings and promoting open dialogue.
  • Established relationships with local businesses to offer promotional discounts on fuel purchases, increasing community engagement.
  • Developed marketing strategies to drive foot traffic and increase sales of convenience store items.
  • Reduced operating costs by negotiating contracts with vendors and streamlining the supply chain process.
  • Oversaw facility maintenance, ensuring equipment was in good working order and minimizing downtime due to repairs or malfunctions.
  • Coordinated staffing schedules to ensure adequate coverage during peak hours without sacrificing cost-efficiency measures like overtime reduction efforts.
  • Monitored financial transactions for accuracy, preventing potential losses due to error or theft.
  • Implemented safety protocols to minimize risk of accidents and maintain a secure work environment.
  • Collaborated with corporate leadership on strategic initiatives aimed at expanding the company''s footprint within the region.
  • Increased customer satisfaction by implementing new fueling procedures and improving station cleanliness.
  • Updated pricing structures in response to fluctuating market conditions, optimizing profitability while maintaining competitiveness within the industry.
  • Developed and enforced policies to maintain a clean, safe, and welcoming environment for customers and employees alike.
  • Managed daily operations for efficient fuel dispensing and inventory control, ensuring optimal performance.
  • Analyzed sales data to identify trends and adjust inventory levels accordingly, minimizing waste from expired products or overstocking issues.
  • Implemented energy-saving measures such as LED lighting upgrades; reducing utility expenses for the station.
  • Conducted performance reviews for staff members, providing constructive feedback to enhance productivity and efficiency.
  • Maintained regulatory compliance with local, state, and federal agencies through diligent record-keeping and regular inspections.
  • Enhanced employee training programs to improve service quality, resulting in higher customer retention rates.
  • Interacted well with customers to build connections and nurture relationships.
  • Assisted in recruiting, hiring and training of team members.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Implemented business strategies, increasing revenue, and effectively targeting new markets.
  • Reported issues to higher management with great detail.
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.
  • Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
  • Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
  • Supervised creation of exciting merchandise displays to catch attention of store customers.
  • Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
  • Implemented innovative programs to increase employee loyalty and reduce turnover.
  • Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
  • Reduced operational risks while organizing data to forecast performance trends.
  • Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
  • Raised property accuracy and accountability by creating new automated tracking method.

Customer Service Representative

Union Oil Ghana Limited
03.2012 - 10.2016
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered prompt service to prioritize customer needs.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Established relationships with local businesses to offer promotional discounts on fuel purchases, increasing community engagement.
  • Developed marketing strategies to drive foot traffic and increase sales of convenience store items.
  • Oversaw facility maintenance, ensuring equipment was in good working order and minimizing downtime due to repairs or malfunctions.
  • Coordinated staffing schedules to ensure adequate coverage during peak hours without sacrificing cost-efficiency measures like overtime reduction efforts.
  • Monitored financial transactions for accuracy, preventing potential losses due to error or theft.
  • Implemented safety protocols to minimize risk of accidents and maintain a secure work environment.
  • Collaborated with corporate leadership on strategic initiatives aimed at expanding the company''s footprint within the region.
  • Increased customer satisfaction by implementing new fueling procedures and improving station cleanliness.
  • Updated pricing structures in response to fluctuating market conditions, optimizing profitability while maintaining competitiveness within the industry.
  • Developed and enforced policies to maintain a clean, safe, and welcoming environment for customers and employees alike.
  • Managed daily operations for efficient fuel dispensing and inventory control, ensuring optimal performance.
  • Analyzed sales data to identify trends and adjust inventory levels accordingly, minimizing waste from expired products or overstocking issues.
  • Implemented energy-saving measures such as LED lighting upgrades; reducing utility expenses for the station.
  • Conducted performance reviews for staff members, providing constructive feedback to enhance productivity and efficiency.
  • Maintained regulatory compliance with local, state, and federal agencies through diligent record-keeping and regular inspections.
  • Enhanced employee training programs to improve service quality, resulting in higher customer retention rates.
  • Interacted well with customers to build connections and nurture relationships.
  • Assisted in recruiting, hiring and training of team members.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Implemented business strategies, increasing revenue, and effectively targeting new markets.
  • Reported issues to higher management with great detail.
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.
  • Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
  • Supervised creation of exciting merchandise displays to catch attention of store customers.
  • Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
  • Implemented innovative programs to increase employee loyalty and reduce turnover.
  • Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
  • Reduced operational risks while organizing data to forecast performance trends.
  • Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.

Forecourt Attendant

Total Petroleum Ghana / Total Energies Ghana
08.2005 - 09.2012
  • Supported fuel station safety as top priority in work for benefit of team members, customers and business.
  • Trained new employees on proper fuel handling procedures and safety guidelines, ensuring consistency in service delivery.
  • Promoted current promotions or special offers available to customers during their visit to drive additional sales opportunities.
  • Followed state and local laws regarding cigarette and alcohol sales.
  • Facilitated the smooth flow of traffic in and out of the forecourt area by directing drivers to available pumps or assisting with parking as needed.
  • Increased sales revenue through suggestive selling techniques while assisting customers in making informed purchasing decisions.
  • Managed cash transactions efficiently, balancing registers accurately at shift''s end for seamless handover to incoming attendants.
  • Maintained up-to-date knowledge of industry best practices through ongoing training sessions provided by company management or external sources when applicable.
  • Collaborated with team members to ensure timely restocking of retail items within the convenience store area.
  • Addressed customer complaints professionally, resolving issues quickly to maintain high levels of satisfaction.
  • Contributed to a clean and well-maintained forecourt environment, performing routine tasks such as sweeping, trash removal, and spill cleanup.
  • Watched customers at pumps to help prevent drive-offs, unsafe misuse of gasoline containers and pumping of multiple cars within same transaction.
  • Collaborated with supervisors to develop strategies aimed at improving overall customer experience and boosting revenue growth within the facility.
  • Upgraded store appearance by maintaining cleanliness both inside and outside the facility including window washing and display organization.
  • Maintained cleanliness of equipment, counter area, floor, restrooms and exterior pump area to meet safety and sanitation regulations.
  • Enhanced safety standards by conducting regular inspections of fuel dispensing equipment and reporting any issues promptly.
  • Prevented unauthorized access to restricted areas by monitoring security cameras and reporting suspicious activity when necessary.
  • Supported inventory management processes by tracking stock levels in-store and alerting supervisors when replenishment was needed.
  • Improved customer satisfaction by providing efficient and friendly service at the fuel pumps.
  • Responded to customer inquiries regarding fuel types, pricing, and payment options with accurate information.
  • Assisted customers with refueling, ensuring a smooth and positive experience for all patrons.
  • Maintained clean and orderly work station.
  • Cleaned up gas and other spills in accordance with spill procedures.
  • Built trustful relationships with customers to encourage return visits.
  • Processed fuel and merchandise transactions by operating POS system with accuracy.
  • Resolved customer complaints promptly and professionally to enhance customer loyalty and increase client base.
  • Offered assistance to customers unfamiliar with fueling vehicles, demonstrating appropriate measures for pumping gas.
  • Inspected fuel pumps and fuel tanks for proper operations and safety.
  • Pumped gas for guests and took payments.
  • Facilitated sales of services and goods.
  • Maintained inventory of all saleable items.
  • Utilized great communication and interpersonal skills when interacting with parties to promote smooth and efficient operations.
  • Coordinated with coworkers to help customers, achieving efficient operations and high customer satisfaction.
  • Greeted guests and welcomed patrons in support of company service policy.
  • Directed guests to correct seating areas, providing seamless movie-going experience.
  • Reported any damage or maintenance issues to manager.
  • Cleaned and sanitized seating areas between showings for adherence to sanitary standards.
  • Educated patrons on current promotions and upcoming releases.

Poultry Farm Assistant

Darko Farms Limited
08.2001 - 09.2002
  • Aided in the reduction of disease outbreaks by strictly adhering to biosecurity protocols and reporting any suspicious symptoms immediately.
  • Implemented pest control measures to protect both birds and facilities from potential harm caused by rodents or insects.
  • Minimized stress levels among birds during handling procedures through gentle techniques that prioritize their comfort and wellbeing.
  • Improved overall poultry health by implementing preventative measures and administering vaccinations in a timely manner.
  • Participated in regular farm maintenance activities, such as repairing fences or cleaning equipment, to uphold safety standards for both workers and animals.
  • Assisted in the successful hatching process by operating incubators and monitoring progress on a regular basis.
  • Optimized feeding schedules using precise measurements to eliminate waste while maintaining optimal nutritional intake for each bird type.
  • Facilitated early detection of potential issues within flocks by routinely conducting visual inspections and observing behavioral patterns.
  • Contributed to the development of farm policies designed to improve operations efficiency while maintaining animal welfare at the forefront.
  • Contributed to a positive work environment by fostering open communication, teamwork, and adherence to safety protocols among team members.
  • Assisted in the selection of breeding stock with desirable traits to advance the farm''s long-term genetic improvement goals.
  • Enhanced egg production rates with proper hen nutrition management and monitoring.
  • Informed decision-making processes for farm improvements through detailed analysis of historical data trends related to flock performance metrics.
  • Collaborated with veterinarians to develop effective treatment plans for sick or injured birds based on their expert recommendations.
  • Maintained proper chicken house temperature and ventilation.
  • Monitored flock for signs of disease or physical distress and culled infirm individuals.
  • Loaded poultry on trucks for transfer to processing plants.
  • Fed and watered up to Number chickens, ducks and other poultry species daily.
  • Kept pens, stalls and farm equipment clean and sterilized to support animal wellbeing.
  • Observed animals and notified supervisor of signs of illness.
  • Rotated animals between grazing areas to provide enough access to food.
  • Oversaw feeding, watering and health monitoring of Type stock, prioritizing health and wellness.
  • Cleaned stalls, pens, and equipment using Type tools for optimal health of Type animals.

Education

Human Resource Management - Oil And Gas Safety Management

Koforidua Polytechnic
Koforidua- Eastern Region
08.2011

Diploma - Fiber, Textile, And Weaving Arts

Osei Tutu 11 College
Tetrem- Ashanti Region
07.2002

Basic Education Certificate Examination - Many Subjects

Abuakwa Municipal Authority Junior High School
Abuakwa - Ashanti Region
04.2001

Skills

  • Leadership and team building
  • Problem Resolution
  • Operations Management
  • Team Player

Certification

  • Area of certification Training - Timeframe
  • Area of certification, Company Name - Timeframe

Certificate

Fire Safety Training Certificate,

Oil and Gas Safety, Hazard Solution Management  Training Certificate,

Ambulance First Aid Training Certificate

Timeline

General Manager

Rosezebo Hotel Limited
01.2018 - Current

Fuel Station Manager

Kan Royal Petroleum Limited
11.2016 - 09.2018

Customer Service Representative

Union Oil Ghana Limited
03.2012 - 10.2016

Forecourt Attendant

Total Petroleum Ghana / Total Energies Ghana
08.2005 - 09.2012

Poultry Farm Assistant

Darko Farms Limited
08.2001 - 09.2002

Human Resource Management - Oil And Gas Safety Management

Koforidua Polytechnic

Diploma - Fiber, Textile, And Weaving Arts

Osei Tutu 11 College

Basic Education Certificate Examination - Many Subjects

Abuakwa Municipal Authority Junior High School

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Bernard Marfo