Rhoda Somuah Agyekum
Hotelier
Accra
Summary
Motivated [Job Title] with talent for coordinating guest services. Proactive with history of managing multiple tasks in various areas with specialties in conflict resolution, team coordination and customer support. Highly organized, detail-oriented and thrives in fast-paced, intense environment.
Overview
17
17
years of professional experience
Work History
Assistant Front Office Manager
Lancaster Caster (Former Golden Tulip Hotel, Accra)
Accra
09.2020 - Current
- Reported potential safety issues with facility, operational procedures or staff behaviors to protect guests and personnel while minimizing legal liability.
- Monitored office supplies to replenish needed inventory before depletion.
- Investigated customer complaints and took corrective action when necessary.
- Managed paper or electronic filing systems by recording information, updating paperwork and maintaining documents.
- Verified accuracy of charges on guest folios at check-out time.
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Oversaw CRM updates and backups, report generation and troubleshooting requisition.
- Coordinated and conducted classes to teach procedures to new staff members.
- Developed strategies for improving customer satisfaction ratings.
- Resolved billing discrepancies in a timely manner.
- Enforced safety regulations among front office staff members.
- Maintained up-to-date knowledge of all hotel products, services, pricing plans and promotions.
- Performed cashiering duties such as handling payments from customers.
- Recruited, trained and developed administrative team to support corporate growth and objectives.
- Monitored office inventory to maintain supply levels.
- Worked with management team to improve workflows and eliminate unnecessary tasks.
- Created reports related to guest feedback surveys and service quality metrics.
- Conducted daily briefing sessions with front office staff to review occupancy status, arrivals and departures, special requests and VIP guests.
- Provided leadership by setting an example for other employees to follow.
- Streamlined office processes and procedures to boost profits and productivity and facilitate continuous improvements.
- Guided and led office staff to optimize service delivery to employees and customers.
- Collaborated with other departmental leaders to establish organizational goals, strategic plans, and objectives.
- Pitched in to help with office tasks during busy periods and staff absences.
- Determined staffing requirements, interviewing, hiring and training new employees.
- Maximized revenues and profits by eliminating inefficiencies and building customer loyalty with exceptional support.
- Created and implemented administrative processes and procedures to prioritize job tasks and establish personnel responsibilities.
- Ensured that all staff members were properly trained on hotel policies and procedures.
- Orchestrated staff meetings to maintain open communication and quickly address concerns.
- Analyzed internal processes and recommended and implemented procedural or policy changes to improve operations.
- Liaised with customers, addressed inquiries, handled meeting requests and answer billing questions to provide outstanding customer care.
- Conducted staff performance evaluations to monitor progress and individual skills.
- Monitored front desk staff performance, ensuring adherence to company standards.
- Created and revised systems and procedures by analyzing operating practices, recordkeeping systems and forms control.
- Resolved complaints with knowledgeable support and referred advanced cases or upset customers to [Job title] as ultimate authority on [Area of expertise] matters.
- Met budget targets and quality standards by proactively leading team members and monitoring operations.
- Coached and counseled employees to enhance performance and eliminate process lags.
- Responded promptly to customer inquiries via telephone or email.
- Worked closely with housekeeping department to ensure rooms are ready for incoming guests.
- Assisted guests with reservations changes or cancellations as needed.
- Organized and maintained documents, files and records.
- Assisted the Front Office Manager in developing, implementing and monitoring operational policies and procedures.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Coordinated room assignments, check-in and check-out processes and other guest services activities.
- Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
- Assisted with customer requests and answered questions to improve satisfaction.
- Completed day-to-day duties accurately and efficiently.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Guest Service Supervisor
Golden Tulip Hotel, Accra
Accra
06.2015 - 09.2020
- Evaluated current and planned occupancy levels, seasonal trends and upcoming special events to help manager determine room pricing and availability.
- Maintained accurate records of daily transactions such as room bookings, payments received, refunds issued.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Gave clear directions to local museums, restaurants and places of interest to patrons.
- Identified opportunities for providing additional services or products to guests based on their needs.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Built and maintained productive relationships with employees.
- Advised housekeeping staff of rooms vacated and ready for cleaning.
- Maintained client accounts by obtaining, recording and updating personal and financial information.
- Investigated discrepancies in billing accounts and resolved them quickly.
- Oversaw reservations received from direct calls and provided room availability information to hotel reservation websites.
- Maintained up-to-date knowledge of hotel services, amenities, policies, and special offers.
- Delegated work to staff, setting priorities and goals.
- Assisted customers with inquiries about hotel services, reservations, check-in and check-out procedures.
- Implemented measures to reduce costs associated with guest services operations while maintaining high quality standards.
- Ensured compliance with company policies regarding confidentiality of customer information.
- Collected accommodation payments and recorded data pertaining to funds and expenditures.
- Conducted regular meetings with staff to discuss performance objectives and standards.
- Created training materials and conducted training sessions for guest service personnel on proper customer service techniques.
- Participated in weekly departmental meetings to discuss new developments or changes in processes related to guest services.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Gave accurate directions to hotel and local attractions in-person and via telephone.
- Established effective communication channels between front desk personnel and other departments within the hotel.
- Collaborated with various departments within the hotel organization such as housekeeping, maintenance, and accounting, when needed.
- Coached staff on strategies to enhance performance and improve customer relations.
- Responded to and resolved guest issues or complaints.
- Ran daily room reports for updates and maintained contact with housekeeping on room status.
- Analyzed customer feedback surveys to determine trends in customer satisfaction levels.
- Planned and coordinated weekly staff schedule to accommodate ongoing and seasonal needs of property.
- Resolved escalated customer service issues in a timely manner.
- Managed individual and group booking and reservation functions to gain maximum occupancy figures, improving revenue growth, and increasing market share.
- Provided guidance and assistance to new guest service employees during onboarding process.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Analyzed customer feedback surveys to identify areas where improvements could be made.
- Inspected and documented repairs and improvements to hotel, verifying cleanliness and overall appeal of property.
- Assisted customers by providing hotel information and resolving common complaints.
- Managed team of front desk agents, supervising personnel in issue resolution.
- Issued room keys and escort instructions to bellhops.
- Posted appropriate room charges to collect balances due from customers.
- Directed team of guest service representatives to ensure that all inquiries and complaints were handled promptly and professionally.
- Explained how TV remote, heating/cooling, WiFi access and locks worked to hotel guests.
Guest Service Guest
Golden Tulip Hotel, Accra
Accra
06.2007 - 06.2015
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Gave clear directions to local museums, restaurants and places of interest to patrons.
- Ensured compliance with company policies regarding confidentiality of customer information.
- Built and maintained productive relationships with employees.
- Investigated discrepancies in billing accounts and resolved them quickly.
- Posted appropriate room charges to collect balances due from customers.
- Responded to and resolved guest issues or complaints.
- Provided guidance and assistance to new guest service employees during onboarding process.
- Issued room keys and escort instructions to bellhops.
- Maintained accurate records of daily transactions such as room bookings, payments received, refunds issued.
- Worked directly with regional sales office to coordinate sales and marketing and meet occupancy objectives.
- Gave accurate directions to hotel and local attractions in-person and via telephone.
- Identified opportunities for providing additional services or products to guests based on their needs.
- Maintained up-to-date knowledge of hotel services, amenities, policies, and special offers.
- Maintained client accounts by obtaining, recording and updating personal and financial information.
- Assisted guests at check-in, providing information on various services within hotel.
- Assisted customers with inquiries about hotel services, reservations, check-in and check-out procedures.
- Transmitted and received messages using telephones or telephone switchboards.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Collaborated with various departments within the hotel organization such as housekeeping, maintenance, and accounting, when needed.
- Collected accommodation payments and recorded data pertaining to funds and expenditures.
- Explained how TV remote, heating/cooling, WiFi access and locks worked to hotel guests.
- Offered guests beverages and refreshments upon check-in.
- Assisted customers by providing hotel information and resolving common complaints.
- Established effective communication channels between front desk personnel and other departments within the hotel.
- Ran daily room reports for updates and maintained contact with housekeeping on room status.
- Advised housekeeping staff of rooms vacated and ready for cleaning.
Education
Bachelor of Arts - Hospitality Management
Institute of Commercial Management
Kanda, Accra02-2005
High School Diploma -
Institute of Commercial Management, UK
Kanda, Accra02-2004
GED -
Institute of Commercial Management, UK
Kanda, Accra02-2001
Skills
- Employee Supervision
- Employee Management
- Communication Management
- Operations Management
- Customer Service
- Workflow Optimization
- Staff Supervision
- Workflow Coordination
- Oral and Writing Communication
- Suggestive Selling
- Exceptional Customer Support
- Issue Handling
- Customer Relations
- Senior Leadership Support
- Schedule Coordination
- Operational Reporting
- Records Management
- Inquiry Response
- Account Reconciliation
- Hospitality Services
- Relationship Building
References
References available upon request.
Timeline
Assistant Front Office Manager
Lancaster Caster (Former Golden Tulip Hotel, Accra)
09.2020 - Current
Guest Service Supervisor
Golden Tulip Hotel, Accra
06.2015 - 09.2020
Guest Service Guest
Golden Tulip Hotel, Accra
06.2007 - 06.2015
Bachelor of Arts - Hospitality Management
Institute of Commercial Management
High School Diploma -
Institute of Commercial Management, UK
GED -
Institute of Commercial Management, UK
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