Summary
Overview
Work History
Education
Skills
Languages
Hobbies and Interests
Timeline
Generic

Henrietta Boakye

Accra

Summary

Reliable Manager demonstrating high level of ownership and initiative. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Offering knack for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and team development. History of thriving in team-oriented environments.

Overview

14
14
years of professional experience

Work History

Administration and Operations Manager

On The Go 2 Africa Limited
Accra
06.2021 - Current
  • Implemented innovative solutions for common workplace challenges, resulting in increased employee satisfaction and retention rates
  • Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships
  • Developed and implemented improved filing systems for enhanced order and accuracy
  • Promoted a culture of continuous improvement by encouraging team members to propose innovative solutions for increased efficiency and effectiveness
  • Met department budgets by monitoring and reporting on office expenses
  • Negotiated and executed contracts on behalf of department
  • Streamlined communication processes within the organization, enhancing overall efficiency across departments by eliminating unnecessary delays or miscommunications among team members
  • Updated reports, managed accounts, and generated reports for company database
  • Analyzed and solved multi-faceted problems that affected executive leaders and business initiatives
  • Nurtured a positive work environment by addressing employee concerns promptly and fairly, fostering open communication channels between staff members at all levels of the organization
  • Provided exceptional administrative support for executive-level staff, ensuring that their needs were met promptly and accurately in order to facilitate smooth daily operations
  • Fostered strong relationships with external vendors/partners in order to negotiate favorable contract terms that benefited both parties
  • Oversaw the recruitment process, hiring top talent that contributed significantly to company growth and success
  • Managed sensitive information discreetly, ensuring proper storage and disposal practices were followed at all times to maintain confidentiality compliance standards
  • Spearheaded complex projects from inception through completion while adhering to strict deadlines without compromising quality or integrity
  • Interviewed, recruited and onboarded new staff for high-performing administration teams
  • Built highly-efficient administrative team through ongoing coaching and professional development opportunities
  • Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel
  • Facilitated successful cross-departmental collaborations, fostering positive working relationships between team members
  • Coordinated office events, seminars and meetings for staff and clients
  • Assisted in the development of strategic plans to achieve company objectives while maintaining focus on excellent customer service delivery
  • Improved office operations by automating client correspondence, record tracking and data communications
  • Reduced operational costs through effective management of staff schedules, resources, and vendor relationships
  • Adaptable and proficient in learning new concepts quickly and efficiently
  • Skilled at working independently and collaboratively in a team environment
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations
  • Applied effective time management techniques to meet tight deadlines
  • Excellent communication skills, both verbal and written
  • Demonstrated strong organizational and time management skills while managing multiple projects.

Corporate Sales Manager

Lancaster Accra (Former Golden Tulip Hotel)
Accra
09.2017 - 06.2021
  • Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products
  • Held meetings with director to identify techniques to overcome sales obstacles
  • Handled customer relations issues, enabling quick resolution, and client satisfaction
  • Closed lucrative sales deals using strong negotiation and persuasion skills
  • Developed strategic relationships with key clients to foster profitable business initiatives
  • Created effective strategies to target new markets after researching and analyzing competitor behavior
  • Organized promotional events and interacted with community to increase sales volume
  • Reduced expenses by effectively negotiating contractor prices, terms, and service agreements
  • Built and maintained relationships with new and existing clients while providing high level of expertise
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction
  • Developed and cultivated lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills
  • Participated in staff meetings to discuss innovative strategies to improve services
  • Analyzed customer data to identify areas of improvement and maximize customer satisfaction
  • Monitored customer feedback and generated reports to identify areas of improvement
  • Developed customer surveys to measure customer satisfaction and identify areas of improvement
  • Participated in industry events and trade shows to promote products and services
  • Created and maintained databases to track customer discussions and preferences for accurate, updated records
  • Worked with Reservations, Front Office and Account departments to facilitate communication and deliver personalized solutions to customers
  • Analyzed business processes to identify cost savings and operational efficiencies
  • Consistently exceeded annual individual accommodation and Food and Beverage (F&B) targets between 115%-120% from 2018, 2019, 2021 and 2022
  • For instance in 2020, I achieved individual annual accommodation target of $411,876.67 out of actual target of $352,822.77 which represented 116%
  • However, I attained F&B annual individual target of $427,851.90 out of actual target of $362,181.55 which represented 118.13%.

Guest Service Supervisor (Front Office/Reservations/Business Centre)

Golden Tulip Hotel
Accra
01.2010 - 09.2017
  • Monitored guests check-in and check-out procedures to ensure accuracy and timeliness
  • Observed and monitored staff performance to promote efficient operations and adhere to facility's policies and procedures
  • Coordinated with other departments to ensure that guests'/customers’ needs were met promptly and efficiently
  • Evaluated employee performance and provided feedback on areas of improvement
  • Received and processed advance registration payments, mail letters of confirmation and return checks when registrations cannot be accepted
  • Conducted regular meetings with staff members to discuss upcoming events or promotions
  • Provided guidance and support to junior staff members when required
  • Established and maintained attentive, friendly, and courteous hospitality at all service areas
  • Ensured compliance with established safety regulations and hotel policies
  • Coordinated with other departments to support guest satisfaction
  • Organized and prioritized work schedules of Guest Service team to deliver adequate coverage
  • Oversaw discrepancy report and monitored follow-through
  • Handled cash management duties including deposits, withdrawals, and balancing accounts accurately
  • Established strong relationships with guests through friendly interactions and follow-up communication
  • Supervised team of 10+ associates responsible for providing exceptional customer service experiences
  • Efficiently managed daily operations of the Front Desk/Reservations/Business Centre, including check-in and check-out procedures
  • Provided exemplary customer service while handling difficult situations calmly and professionally
  • Developed training plans for new employees to ensure proper customer service skills were acquired.

Education

Master of Appropriate Dispute Resolution, leadership and organizational effectiveness -

Gamey and Gamey ADR Institute
02.2017

Bachelor of Business Administration (Human Resource Option) -

University of Professional Studies
08.2013

Skills

  • Organizational Development
  • Industrial Relations
  • Recruitment and Selection
  • Employee Engagement Strategies
  • Succession Planning
  • Strategic Management
  • Training and Development
  • Strategic Planning
  • Time Management
  • Team Leadership
  • Adaptability and Flexibility
  • Legal Compliance
  • Policy Enforcement
  • Resourceful
  • Analytical skills
  • Effective Communications
  • Organizational Skills
  • Negotiations
  • Performance Management
  • Self-Motivation and Awareness
  • Detail oriented
  • Workforce Management

Languages

English

Hobbies and Interests

  • Interacting with people
  • Sightseeing

Timeline

Administration and Operations Manager

On The Go 2 Africa Limited
06.2021 - Current

Corporate Sales Manager

Lancaster Accra (Former Golden Tulip Hotel)
09.2017 - 06.2021

Guest Service Supervisor (Front Office/Reservations/Business Centre)

Golden Tulip Hotel
01.2010 - 09.2017

Master of Appropriate Dispute Resolution, leadership and organizational effectiveness -

Gamey and Gamey ADR Institute

Bachelor of Business Administration (Human Resource Option) -

University of Professional Studies

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Henrietta Boakye