Mercy Bentil
Accra
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
25
25
years of professional experience
2
2
years of post-secondary education
Work History
Director of Operations
MEGAB Limited
Accra, Ghana
05.2011 - Current
- I develop and execute strategic plans to achieve organizational goals and drive sustainable growth.
- I establish strong partnerships with vendors, suppliers, and key stakeholders to improve collaboration and ensure alignment with business requirements.
- I oversee daily operations, ensuring seamless coordination and efficient execution of tasks.
- I conduct regular performance reviews to assess team progress, providing constructive feedback and guidance for continuous improvement.
- I contribute to talent acquisition efforts by participating in recruitment activities, identifying top candidates and facilitating smooth onboarding processes.
- I work with the Managing Director to develop and execute long-term corporate goals and objectives.
- I negotiate with clients to acquire mutually beneficial contracts and agreement.
- I establish and monitor quality assurance standards to achieve operational excellence.
- I analyze client feedback and identify areas for improvement to drive business success.
- I monitor office workflow and administrative processes to keep operations running smoothly.
- I interact well with clients to build connections and nurture relationships.
- I train and guide team members to maintain high productivity and performance metrics.
- I reduce financial inconsistencies while assessing and verifying billing invoices and expense reports.
Head Housekeeper
La Palm Royal Beach Hotel
04.2009 - 04.2011
- Improved overall guest satisfaction by maintaining impeccable cleanliness and organization of all hotel areas.
- Streamlined housekeeping processes for increased efficiency and reduced labor costs.
- Created a welcoming atmosphere with attention to detail in room preparation and presentation.
- Trained new housekeeping staff, ensuring adherence to high standards of cleanliness and professional conduct.
- Developed effective inventory management systems for linens, cleaning supplies, and guest amenities.
- Implemented eco-friendly practices to reduce waste and promote sustainability within the hotel.
- Managed scheduling of housekeeping staff, minimizing overtime expenses while maintaining quality service levels.
- Conducted regular inspections of rooms and common areas to ensure compliance with health and safety regulations.
- Collaborated with front desk personnel to address guest concerns promptly and courteously.
- Established positive relationships with vendors for timely delivery of essential supplies at competitive prices.
- Enhanced team morale by fostering a supportive work environment that encouraged open communication among staff members.
- Coordinated special event preparations, ensuring seamless execution of setup, service, and cleanup tasks.
- Maintained detailed records of maintenance needs and repairs, liaising with maintenance department for timely completion.
- Ensured proper handling of lost-and-found items, returning them promptly to their rightful owners whenever possible.
- Contributed to high occupancy rates by consistently delivering exceptional service that exceeded guest expectations.
- Revised standard operating procedures as needed, keeping up-to-date with industry best practices for optimal performance results.
- Reduced employee turnover rate through skilled recruitment efforts focused on selecting highly motivated individuals passionate about hospitality services.
- Assisted in budget planning by providing accurate forecasts for staffing levels, supply requirements, and associated costs based on historical data analysis trends.
- Handled emergency situations calmly and efficiently while prioritizing guest safety at all times.
- Participated in quality assurance reviews, implementing changes as needed to improve overall service and guest satisfaction.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Communicated repair needs to maintenance staff.
- Trained and mentored all new personnel to maximize quality of service and performance.
- Managed laundry sorting, washing, drying, and ironing.
- Completed schedules, shift reports, and other business documentation.
- Evaluated employee performance and developed improvement plans.
- Adhered to safety protocols by enforcing proper equipment usage.
- Maintained spaces with routine upkeep and basic repairs, coordinating with management on more advanced needs.
Assistant Head Housekeeper
La Palm Royal Beach Hotel
04.1999 - 04.2005
- Improved guest satisfaction by promptly addressing concerns and ensuring cleanliness throughout the property.
- Managed housekeeping team effectively for timely room turnovers and consistent high-quality results.
- Streamlined inventory management with regular audits, reducing waste and optimizing supply usage.
- Maintained a safe working environment by enforcing safety protocols and conducting regular inspections.
- Enhanced staff performance through comprehensive training programs and ongoing coaching.
- Established effective communication channels between housekeeping staff, front desk personnel, and maintenance teams for seamless operations.
- Developed strong relationships with vendors to negotiate favorable pricing on supplies and services.
- Assisted in hiring process of housekeeping staff to ensure an adequate workforce during peak seasons.
- Collaborated with management to develop and execute departmental budgets, consistently meeting financial goals.
- Optimized scheduling processes for efficient staff deployment during busy times, avoiding overstaffing or understaffing issues.
- Conducted regular performance evaluations of housekeeping staff to identify areas of improvement and recognize top performers.
- Oversaw laundry operations to ensure timely delivery of clean linens for the entire hotel property.
- Initiated preventive maintenance measures in guest rooms and common areas to minimize wear-and-tear issues over time.
- Facilitated open lines of communication between departments for better overall hotel operations coordination.
- Managed lost-and-found system efficiently, helping reunite guests with their belongings quickly.
- Ensured proper storage techniques were followed for cleaning chemicals, maintaining a safe work environment for all employees.
- Coordinated deep-cleaning projects during off-peak periods to keep the property looking fresh yearround.
- Provided exceptional customer service by addressing guest concerns and requests in a timely manner, often going above and beyond to exceed expectations.
- Trained and mentored all new personnel to maximize quality of service and performance.
- Communicated repair needs to maintenance staff.
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Increased employee performance through effective supervision and training.
- Developed and implemented detailed housekeeping standards to promote cleanliness standards for guest rooms and common areas.
- Completed schedules, shift reports, and other business documentation.
- Placed orders for housekeeping supplies and guest toiletries.
- Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
- Worked with front desk to respond promptly to all guest requests.
- Evaluated employee performance and developed improvement plans.
- Adhered to safety protocols by enforcing proper equipment usage.
Education
Bachelor of Arts - Hospitality Management
GIMPA
West Legon, 11.2008
Bachelor of Arts - Hospitality Management
CDI An Affiliate of Educational Institute of Ameri
Osu, Accra 08.1997 - 08.1999
Skills
- Strategic Planning
- Strategic Planning and Execution
- Process Improvements
- Capital Spending
- Quality Assurance
- Workforce Planning
- Customer Retention
- Customer Service Management
- Policy Development and Enforcement
- Staff Scheduling
Timeline
Director of Operations
MEGAB Limited
05.2011 - Current
Head Housekeeper
La Palm Royal Beach Hotel
04.2009 - 04.2011
Assistant Head Housekeeper
La Palm Royal Beach Hotel
04.1999 - 04.2005
Bachelor of Arts - Hospitality Management
CDI An Affiliate of Educational Institute of Ameri
08.1997 - 08.1999
Bachelor of Arts - Hospitality Management
GIMPA
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