PROFESSIONAL SUMMARY:
An experienced and energetic worker with lots of experience in hotel and customer service along with excellent attention to detail seeking to utilize my experience and excellent customer service skills to improve operations, promote growth, and assist in the achievement of company goals.
EDUCATION:
High School Diploma – Accra High School
SKILLS:
Ability to interpret numbers and draw conclusions from various data
Great time management and project management skills
Basic understanding of organizational processes, supply chain and service environment
Ability to coordinate with departments, employees, and individuals for a common goal
Adaptability to change and ability to leverage technology
EXPERIENCE:
Pamela Vacation Club
October 1998 – December 2023
Operations Manager
• Complete all payroll functions and ensured that overall financial performance including revenues, expenses, and labor were in accordance with budgetary limits
•Evaluate employee performance and provide coaching and/or recommend additional training as needed
•Assisted in selecting prospective applicants, establishing a training curriculum, and structuring performance improvement initiatives
•Resolved customer complaints, using them as tools to review and improve operational issues and employee performance
•Improved operational processes in collaboration with strategic goals from divisional leadership
Vinelcia Braids LLC
January 1997– December 2002
Housekeeping/Receptionist
Responsible for restocking supplies, cleaning and sanitizing work area and entire client relaxing areas.
Vacuum rugs, dusted picture frames, polished hard floors, glass surfaces, and windows
Communicate courteously and professionally with clients, providing a comfortable environment while they wait on service
Empty garbage cans, ensured sanitory environments, and ensured cats and storage areas are well stocked and clean
Complete customer requests timely while implementing a VIP status to each customer
Ensure that customers are served timely, escalating grievances to upper management as appropriate
Kata International Hotel, Accra, Ghana
July 1990 – December 2001
Hotel Manager
Responsible for hiring, training, and participated in performance coaching for employees
Promoted the hotel brand and services by ensuring that service was performed with excellence, timeliness, and professionalism
Worked with other department officers to implement a dynamic customer service
Created and continually updated achievable, measurable, and client-oriented plans to remedy customer service grievances
Identified areas of improvement through customer surveys and prior interactions with customers for an enhanced customer service and work atmosphere
References: Furnished upon request