JOVIALE WOLOU
Accra
Summary
Dynamic hospitality professional with a robust track record in enhancing guest satisfaction and operational efficiency. Expertise in digital distribution, revenue management, and elevating guest experiences, supported by a Diploma in Hotel and Restaurant Management and certification from Cornell University. Proven success as a Guest Relations Manager at Ibis Styles Accra Airport, complemented by hands-on experience at Novotel and Ibis Abu Dhabi Gate. Committed to sustainability and continuous improvement, with a strong focus on implementing brand values and fostering team development.
Overview
3
3
years of professional experience
Work History
Guest Service Agent
Combo Novotel & Ibis Abu Dhabi Gate
Abu Dhabi
10.2023 - 11.2024
- Provided outstanding guest service, creating unique and memorable experiences.
- Fostered guest loyalty by conducting attentive and personalized conversations.
- Earned top performer status through outstanding guest feedback on multiple survey platforms.
- Excelled in multicultural settings, effectively communicating with individuals from various backgrounds and cultures.
- Swiftly adapted to dynamic environments while ensuring exceptional performance.
- Recognized institution as a champion of sustainable practices.
Guest Relations Manager
Ibis Styles hotel
Accra
11.2021 - 10.2023
- Coordinate with various departments to develop solutions enhancing guest satisfaction.
- Supported Revenue Management in handling reservations.
- Developed strategies to implement effective promotional initiatives.
- Supervise development of Ibis and Accor branded visual materials.
- Established streamlined process to oversee and regulate City Ledger credits.
- Confirmed OTA commission validity consistently.
- Ensured accuracy in billing and account reconciliation.
- Handled inquiries with urgency, maintaining positive guest experiences.
- Managed guest feedback and responses across online platforms.
- Encouraged customer retention by promoting membership benefits.
Guest Relations Agent
Ibis Styles hotel
Accra
03.2022 - 11.2022
- Set up new Guest Relations and Concierge Desk following COVID-19, leading to advancement as Guest Relations Manager.
- Managed communication with Accor headquarters to uphold brand standards and enhance guest satisfaction.
- Established goals with subsequent implementation and monitoring.
- Enhanced guest loyalty through strategic recruitment processes.
- Evaluated feedback to enhance guest relations protocols.
- Optimized the check-in process by collaborating with front office team.
- Engaged with high-ranking individuals to facilitate interactions before, during, and after visits.
- Delivered personalized service to enhance guest experience.
- Entered in-person guest interactions within tracking software.
- Resolved guest concerns to promote exceptional service quality.
Front Desk Receptionist
Ibis Styles hotel
Accra
11.2021 - 03.2022
- Conducted training sessions for new team members on company procedures, customer service, and issue resolution.
- Ensured clean and welcoming front office environment for guests and colleagues.
- Organized and maintained data within computer databases.
- Provided swift solutions to customer complaints.
- Handled check-in procedures while initiating meaningful dialogues with guests.
- Handled financial collections for room-related payments.
- Utilized effective decision-making to complete tasks independently.
Education
Hospitality Management 360 Certificate - Hospitality Administration and Management
Cornell University
Ithaca, New York, USA11.2023
Hotel Revenue Management Certificate -
Cornell University
Ithaca, New York, USA11.2023
Diploma of Arts - Hospitality Management
School of Hotel, Restaurant & Tourism Management
Accra, Ghana01.2019
Testimonial - English
Center of Language and Professional Studies (CELPS)
Accra, Ghana09.2017
Bachelor of Science -
College Jean Piaget
Cotonou, Benin07.2015
Skills
- Opera Cloud
- Guest complaint resolution
- Listening skills
- Guest relations
- Guest communication
- Empathetic communication
- Adaptability
- Conflict resolution
- Self-awareness
- Guest service and assistance
- Fluent in English and French
Timeline
Guest Service Agent
Combo Novotel & Ibis Abu Dhabi Gate
10.2023 - 11.2024
Guest Relations Agent
Ibis Styles hotel
03.2022 - 11.2022
Guest Relations Manager
Ibis Styles hotel
11.2021 - 10.2023
Front Desk Receptionist
Ibis Styles hotel
11.2021 - 03.2022
Hospitality Management 360 Certificate - Hospitality Administration and Management
Cornell University
Hotel Revenue Management Certificate -
Cornell University
Diploma of Arts - Hospitality Management
School of Hotel, Restaurant & Tourism Management
Testimonial - English
Center of Language and Professional Studies (CELPS)
Bachelor of Science -
College Jean Piaget
Similar Profiles
JOHN THOMASJOHN THOMAS
Duty Manager/Night Manager at NOVOTEL AND IBIS ABU DHABI GATEDuty Manager/Night Manager at NOVOTEL AND IBIS ABU DHABI GATE
Ayele Tania AdjeteAyele Tania Adjete
Sales Manager Multi Hôtels at Accor Hôtels - Novotel Suites**** ibis Styles *** ibis** Ibis Budget*Sales Manager Multi Hôtels at Accor Hôtels - Novotel Suites**** ibis Styles *** ibis** Ibis Budget*
JENNIE ROSE ENERIAJENNIE ROSE ENERIA
CASHIER at ABU DHABI COOPERATIVE SOCIETY ABU DHABI MALLCASHIER at ABU DHABI COOPERATIVE SOCIETY ABU DHABI MALL