JONATHAN MARVINS
GOMOA EAST,GHANA
Summary
Dedicated hotel management professional with background running successful hospitality establishments. Leads by example to deliver faultless customer service across hotel departments. Demonstrates exceptional planning, organisation and leadership abilities to maintain smooth-running, cost-effective hotel services.
Seasoned professional with focus on hotel operations and customer service management. Skilled in optimising guest experiences, enhancing operational efficiency, and leading teams to deliver exceptional service standards. Committed to driving revenue growth through strategic planning and innovative problem-solving.
Overview
20
20
years of professional experience
7
7
years of post-secondary education
Work History
ROOM DIVISION MANAGER
D'AVENUE BOUTIQUE HOTEL
Accra, Ghana
08.2023 - Current
- Demonstrated exceptional leadership skills whilst fostering positive work environment among staff members.
- Streamlined check-in procedures, enhancing overall guest experience.
- Ensured compliance with health and safety regulations across all areas under management.
- Monitored inventory of supplies in rooms and public areas, ordering replacements as necessary.
- Maintained high level of cleanliness and orderliness in all areas under supervision.
- Played key role in revenue generation strategies for rooms division.
- Trained new employees on company standards and procedures,.
- Ensured efficient operations by managing room bookings, housekeeping schedules and guest services.
- Addressed all guest complaints effectively, maintaining high levels of customer satisfaction.
- Coordinated with maintenance team to resolve issues promptly.
- Stayed abreast of industry trends and best practices through continuous professional development.
- Oversaw front desk activities to ensure optimal guest service.
- Improved average daily occupancy rates to 65%.
FRONT OFFICE MANAGER
THE BIG BLUE RESORT LTD
Kasoa, Ghana
05.2021 - 07.2023
- Enhanced customer satisfaction by addressing and resolving complaints promptly.
- Handled reservation enquiries effectively, providing accurate information to potential guests.
- Managed room bookings, resulting in smooth check-in and check-out processes.
- Provided leadership and guidance to front office team members, fostering cooperative work environment.
- Oversaw financial transactions at front desk, maintaining accuracy and integrity at all times.
- Managed inventories of office supplies-ensured availability of necessary items at all times.
- Trained new staff members to uphold service standards.
- Liaised with different departments, ensuring seamless communication.
- Conducted regular performance reviews, promoting continuous improvement amongst staff members.
- Streamlined front office operations for improved efficiency.
- Ensured smooth and efficient running of shift, delivering daily shift briefings to advise team of special events or VIP guests.
FRONT OFFICE EXECUTIVE
MEYDAN HOTEL
Nad Al Sheba, Dubai
01.2019 - 04.2021
- Provided detailed information about facilities and services, improving guest experience.
- Facilitated effective communication to resolve customer complaints.
- Enhanced customer satisfaction by providing excellent front desk service.
- Managed guest bookings for smooth check-in and check-out processes.
- Maintained orderly reception area, achieving professional appearance.
- Improved booking system efficiency by integrating latest technology tools.
- Addressed queries regarding bills accurately to prevent disputes.
- Processed payments swiftly, reducing checkout time for guests.
- Coordinated room availability, resulting in reduced waiting time for guests.
- Maintained up-to-date knowledge of local events and transport services, aiding guest convenience.
NATIONAL SERVICE PERSON
WHITESANDS BEACH RESORT AND SPA
Gomoa Fetteh, Ghana
09.2017 - 09.2018
- Completed administrative duties promptly resulting in efficient record-keeping procedures.
- Recorded information in Word and Excel documents for reliable reference.
- Provided printing, photocopying scanning.
- Kept and maintained accurate filing system for preservation of office information.
- Assisted managers in compiling and organising materials for meetings.
- Prepared and proofread documents, reports and presentations, maintaining high standard of professionalism.
- Contributed to harmonious and productive office environment by building positive relationships with coworkers.
- Identified and resolved issues using critical thinking and problem-solving skills.
NIGHT AUDITOR
WHITESANDS BEACH RESORT AND SPA
Gomoa, Ghana
06.2008 - 09.2017
- Provide financial and administrative support to finance team.
- Set up and entered all financial data into spreadsheets using Microsoft Excel which led to 95% fraud reduction.
- Ran daily, weekly and monthly reports to close day and meet objectives.
- Resolved discrepancies in accounts by careful review of financial transactions.
- Compiled end-of-day reports for management's overview.
- Handled late-night emergencies calmly, providing swift resolution.
- Updated room status on hotel management software after routine checks, keeping current records up-to-date.
- Verified charges applied to rooms for accuracy and completeness.
- Assisted with check-ins and check-outs, streamlining hotel operations.
- Provided excellent customer service, ensuring guest satisfaction.
FRONT OFFICE SUPERVISOR
, BYBLOS HOTELS, OSU
ACCRA, Accra
01.2005 - 06.2007
- Supervising operations of front desk to ensure optimal level of service and hospitality to guests are provided
- Train, direct work of, resolve issues of problems, couch and counsel fron tdesk team members to ensure quality of operations
- Supervising daily shift process ensuring all team members adhere to standard operating procedures
- Taking of responsibility in absence of front office manager
- Attending meetings on behave of hotel
- Reporting to front office manager on daily basis
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Carried out day-to-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Consistently arrived at work on time and ready to start immediately.
- Offered friendly, efficient customer service and handled challenging situations with ease.
- Improved efficiency and productivity by acquiring new skills.
- Increased customer satisfaction by resolving issues.
Education
Senior Secondary School Certificate Examination (SSCE) - Business
O'Reilly Secondary School
Accra, Ghana 09.1996 - 08.1998
BSc - Business Administration. Banking And Finance
University College Of Management Studies
Accra Ghana 09.2013 - 07.2017
Diploma In Hotel Management and Tourism - Hotel Management
Alison Training Inst.
UK 10.2020 - 04.2021
Diploma In Operations Management - Operations Management
Alison Training Inst.
UK 02.2020 - 09.2020
Skills
- Great interpersonal and communication skills
- Excellent problem solving skills
- Compliance with hospitality standards
- Revenue maximisation
- Health and Safety Compliance
- Staff leadership
- Front office supervision
- Revenue growth strategies
- Customer relationship management
- Room allocation efficiency
- Exceptional customer-focus mind-set
- Front office operations familiarity
- Hotel operations oversight
- Interdepartmental communication
- Executive housekeeping
Custom
- Vicky Mills, Human Resource Manageress, Whitesands Beach Resort and Spa, Box CT 575, Cantonment, Accra, +233263050508
- Mr. Charles Paul Nyarko, Head of Department, University College of Management Studies, +233244116616, nyarkocharlespaul@yahoo.com
- Mr. Abraham Eyiku Essiem, DRO, Bortianor Ngleshi Amanfrom, P.O.Box Ml 793, Accra, Ghana, +233268866425, +233249367306, aessiem@yahoo.com
Languages
English
Fluent
Affiliations
- I like going to quiet places for prayers and visiting ophanage homes
Timeline
ROOM DIVISION MANAGER
D'AVENUE BOUTIQUE HOTEL
08.2023 - Current
FRONT OFFICE MANAGER
THE BIG BLUE RESORT LTD
05.2021 - 07.2023
Diploma In Hotel Management and Tourism - Hotel Management
Alison Training Inst.
10.2020 - 04.2021
Diploma In Operations Management - Operations Management
Alison Training Inst.
02.2020 - 09.2020
FRONT OFFICE EXECUTIVE
MEYDAN HOTEL
01.2019 - 04.2021
NATIONAL SERVICE PERSON
WHITESANDS BEACH RESORT AND SPA
09.2017 - 09.2018
BSc - Business Administration. Banking And Finance
University College Of Management Studies
09.2013 - 07.2017
NIGHT AUDITOR
WHITESANDS BEACH RESORT AND SPA
06.2008 - 09.2017
FRONT OFFICE SUPERVISOR
, BYBLOS HOTELS, OSU
01.2005 - 06.2007
Senior Secondary School Certificate Examination (SSCE) - Business
O'Reilly Secondary School
09.1996 - 08.1998
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