HENRIETTA BOAKYE
Accra
Summary
Driven Relationship Manager focused on deepening client relationships by providing superior service and support. Outgoing and ambitious professional with 13 years' experience in Relationship management, Sales, marketing and customer service. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy and problem-solving skills.
Overview
14
14
years of professional experience
Work History
Relationship Manager
LANCASTER HOTEL ACCRA (FORMER GOLDEN TULIP HOTEL))
09.2017 - Current
- Builds and maintain relationships with new and existing clients while providing high level of expertise.
- Develop and cultivate lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills.
- Communicate regularly with clients to understand needs, evaluate current product use and cross-sell new products.
- Achieves individual department targets exceeded performance metrics for customer service.
- Monitors issues carefully and reach out to clients to provide immediate resolution and maintain satisfaction.
- Utilizes prospecting techniques to identify potential clients and create business opportunities.
- Operates in self-directed environment with minimal input to solve problems and implement resolutions.
- Educates clients on available technological tools, enabling development and implementation of solutions to achieve hotel target
- Works with clients to address and respond to clients and partnership management issues.
- Uses effective sales strategies to convince clients to accept proposals, resulting in increase of more than $250,000 in new business per year.
- Networks with business leaders and executives to identify clientele within local community.
- Worked with Reservations and Front Office departments to facilitate communication and deliver personalized solutions to customers.
- Transcended requirements on consistent basis to satisfy customers.
- Develops performance summaries to assess each client's participation level and determine targets for follow-up plans.
- Assess clients satisfaction and feedback throughout interaction
- Present clients with options to meet diverse demands.
Guest Service Supervisor (Business Centre)
GOLDEN TULIP HOTEL, ACCRA
07.2014 - 09.2017
- Trained junior team members in customer service strategies and property policies.
- Reviewed upcoming events and planned for expected challenges.
- Maintained high employee satisfaction and performance with hands-on and collaborative style.
- Set and managed policies for concierge services and guest relations.
- Developed and implemented strategies to improve guest experiences and build loyalty.
- Took notes on long-term and return customers in order to deliver personalized customer treatment and service.
- Kept up to date on hotel and local events, restaurant menu, occupancies, staff updates and VIP guests.
- Monitored reviews and social networking sites and feeds to respond to questions or complaints.
- Applied sales skills to maintain full hotel occupancy.
- Generated daily reports for [Area] and [Area].
- Created and delivered effective training materials and courses.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Supervised team of [Number] front desk agents and helped to resolve issues arising during shifts.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
- Oversaw day-to-day operations of [Number]-room hotel with staff of [Number] employees.
- Overhauled existing technical systems through execution of system upgrade from [System] to [System].
Guest Service Supervisor (Front Desk)
Golden Tulip Hotel
05.2012 - 06.2014
- Trained junior team members in customer service strategies and property policies.
- Reviewed upcoming events and planned for expected challenges.
- Maintained high employee satisfaction and performance with hands-on and collaborative style.
- Set and managed policies for concierge services and guest relations.
- Developed and implemented strategies to improve guest experiences and build loyalty.
- Coordinated arrivals and departures of VIPs.
- Checked guests into and out of hotel.
- Took notes on long-term and return customers in order to deliver personalized customer treatment and service.
- Kept up to date on hotel and local events, restaurant menu, occupancies, staff updates and VIP guests.
- Suggested room and package upgrades to customers to boost revenue by [Number]%.
- Monitored reviews and social networking sites and feeds to respond to questions or complaints.
- Applied sales skills to maintain full hotel occupancy.
- Created and delivered effective training materials and courses.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Supervised team of [Number] front desk agents and helped to resolve issues arising during shifts.
- Oversaw day-to-day operations of [Number]-room hotel with staff of [Number] employees.
Guest Service Supervisor (Room Reservations)
Golden Tulip Hotel
01.2010 - 05.2012
- Trained junior team members in customer service strategies and property policies.
- Reviewed upcoming events and planned for expected challenges.
- Maintained high employee satisfaction and performance with hands-on and collaborative style.
- Set and managed policies for concierge services and guest relations.
- Developed and implemented strategies to improve guest experiences and build loyalty.
- Coordinated arrivals and departures of VIPs.
- Suggested room and package upgrades to customers to boost revenue by [Number]%.
- Applied sales skills to maintain full hotel occupancy.
- Generated daily reports for [Area] and [Area].
- Created and delivered effective training materials and courses.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Supervised team of [Number] front desk agents and helped to resolve issues arising during shifts.
- Booked large groups for weddings, seminars, conferences and other events, providing best available room rates.
- Oversaw day-to-day operations of [Number]-room hotel with staff of [Number] employees.
Education
Master of Appropriate Dispute Resolutions - Dispute Resolutions
Gamey And Gamey ADR Institute
Accra, Ghana02.2017
BBA - Business Administration
University of Professional Studies
Accra, Ghana08.2013
Skills
- Sales and Marketing
- Team Leadership
- Financial Advising
- Product Knowledge
- Public Speaking
- Time Management
- Sales Expertise
- Business Development
- Critical Thinking
- Strategic Selling
- Verbal and Written Communication
- Attention to Detail
- Business Relationship Cultivation
- Business Trend Analysis
- Strategic Planning
- Consultative Selling
- Sales Data Analysis
- Relationship Review Process
- Customer Relationship Management
- New Business Generation
- Solution Development
- Service Delivery Enhancement
- Client Relationships
- Client Meetings
- Solution Management
- Effective Customer Communication
- Coordinate Training
- Write Reports
- Client Rapport-Building
- Providing Feedback
- Operational Efficiency
- Word Processing
- Human Resources Knowledge
- Promotions and Marketing Strategies
- Market Condition Analysis
Timeline
Relationship Manager
LANCASTER HOTEL ACCRA (FORMER GOLDEN TULIP HOTEL))
09.2017 - Current
Guest Service Supervisor (Business Centre)
GOLDEN TULIP HOTEL, ACCRA
07.2014 - 09.2017
Guest Service Supervisor (Front Desk)
Golden Tulip Hotel
05.2012 - 06.2014
Guest Service Supervisor (Room Reservations)
Golden Tulip Hotel
01.2010 - 05.2012
Master of Appropriate Dispute Resolutions - Dispute Resolutions
Gamey And Gamey ADR Institute
BBA - Business Administration
University of Professional Studies
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