Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Timeline
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DORA FOLI

Accra

Summary

Guest Relations Manager with proven track record of superior knowledge in field of hospitality over past five years. Exceptional skills in overseeing housekeeping and front desk staff, informing guests of hotel amenities and consulting on city-wide excursions based on personalized conversations. Utilized talents in language, cultural norms and personality awareness to give every guest beautiful experience.

Overview

6
6
years of professional experience

Work History

RESERVATIONS TEAM AND GUEST RELATIONS MANAGER

Golden Crystal Experience
01.2024 - Current
  • Managed challenging situations with professionalism and diplomacy, maintaining positive relationships with guests even during difficult circumstances.
  • Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
  • Enhanced guest satisfaction by promptly addressing and resolving all concerns and complaints.
  • Streamlined check-in processes, reducing wait times and improving overall guest satisfaction.
  • Maintained detailed records of guest preferences, enabling tailored service offerings upon future visits.
  • Monitored guest feedback, using to improve service and departmental operations.
  • Monitored online reviews and feedback, identifying areas for improvement and implementing changes accordingly.
  • Answered guest inquiries and provided information regarding hotel services and amenities.
  • Maintained consistent positive customer feedback.
  • Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
  • Trained new employees, demonstrating best methods for serving clients and guests.
  • Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.

HOTEL RECEPTIONIST

GOLDEN CRYSTAL EXPERIENCE
12.2019 - 12.2023
  • Greet all guest and assist them with check-in and check-out
  • Assigning rooms to guest
  • Respond to guest request and questions
  • Receive and direct calls
  • Maintaining a positive attitude and friendly demeanor
  • Manage guest booking and reservations.

INSURANCE AGENT

METROPOLITAN LIFE INSURANCE
10.2018 - 01.2019
  • Sell and negotiate life, health and property insurance policy to new and existing clients
  • Helping clients settle any claims on their insurance.
  • Maintained high standards of customer service by building relationships with clients.
  • Educated clients on the importance of adequate insurance coverage, fostering trust and loyalty among the existing client base.

Education

Diploma In Public Administration -

University of Ghana

General Arts -

ST. MARTIN'S SENIOR HIGH SCHOOL
04.2017

Skills

  • Good communication
  • Friendly and optimistic
  • Problem solving
  • Good customer service
  • Teamwork
  • Staff Training
  • Group Bookings

Hobbies and Interests

  • Reading
  • Listening to music
  • Watching movies

Timeline

RESERVATIONS TEAM AND GUEST RELATIONS MANAGER

Golden Crystal Experience
01.2024 - Current

HOTEL RECEPTIONIST

GOLDEN CRYSTAL EXPERIENCE
12.2019 - 12.2023

INSURANCE AGENT

METROPOLITAN LIFE INSURANCE
10.2018 - 01.2019

Diploma In Public Administration -

University of Ghana

General Arts -

ST. MARTIN'S SENIOR HIGH SCHOOL

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DORA FOLI