Manager Customer Service
Resume:
.OFF IKORODU SAGAMU RD
OKO-OBA, OGIJO.
**************@*****.***
***-*-*********** (Home)
Akogu, John Ekpah Raphaels
Objective
To help in achieving organizational goals and objectives, maximizing profit and to effectively promote positive image
of the organization.
Experience
March 2016 till Date Ikoyi Club 38 Ikoyi Club Road Ikoyi
Food Service Consultant
Train, monitor and evaluate service standard to conform with modern standard operational procedure
Ensure consistency and high quality food and beverage service.
Work on the menu with the chef to ensure good culinary experience by the members.
Training of the Food and Beverage manager on operational reports
Develop behaviour modelling and conduct to promote quality work, self-fulfilment and work ethic
Establish and maintain good customer relations through courteous daily contact with quality professional
service
February 2015 till December 2015 University of Lagos Guest Houses and Conference Centre, Akoka.
Food and Beverage Manager.
Plan, organize and supervise daily meals for various meetings involving university community.
Supervise catering of university governing council/senate members and convocational/matriculation
Events.
Coordinate food and Beverage outlets where products of Guest houses are sold.
Prepare operational reports and analyses progress, trends and make appropriate recommendations.
Maintain proper inventory controls for food, supplies, and equipment.
Control departmental revenue and expenses to ensure financial goals are met and exceeded.
Ensure the highest level of customer service excellence.
Develop training programs for Food and Beverage employees to promote quality services.
Ensure overall consistency and high quality across the various operations; plan menus based on such factors as market trends, customer preferences; Plan, develop and implement culinary production for special events and catered functions.
Select, train and evaluate supervisory and support staff. Handle corrective action process
with human resources and make recommendations.
2013 - 2015 Eko Tourist Beach Resort Akodo, Lagos
Resort Manager
Oversee the resort’s daily operations
Maintain high profile within the resort and have regular positive contact with guests throughout their stay
Assisting guests with all their requirements, problems and difficulties. Ensuring all guest issues are dealt with promptly and fully.
Regular quality control checks on chalet and monitor cleaning standard.
Keeping tracks of resort’s profit and losses, distributing funds to specific departments and approving
budget for various departments.
Hiring and training of staff.
2011 - 2013 Rockview Hotel Apapa, Lagos
Duty Manager (OTHER FUNCTION ALONG SIDE FOOD AND BEVERAGE MANAGER POSITION)
Oversee operations when the General Manager is off Duty or away from the hotel. Ensure that the operational departments work effectively as one team to provide a seamless service across the operation. Institute a clear communication strategy within the hotel and supporting teams to ensure effective
sharing and updating of information throughout the property, including a structured and active meetings and briefings process
2010 -2013 Rockview Hotel Apapa, Lagos
Food & Beverage Manager
Plan, organize and supervise daily culinary operation, Prepare operational reports and analyses setting forth progress, adverse trends and make appropriate recommendations. Maintain proper inventory controls for food, supplies, and equipment.
Control revenue and expenses to ensure financial goals. Prepares monthly P&L statements for review
Ensure the highest level of customer service excellence.
Develop culinary training programs for food production employees and serve as a culinary resource to promote quality food services. Plan, develop and supervise a culinary team using a comprehensive menu management program. Ensure overall consistency and high quality across the various operations; plan menus based on such factors as market trends, customer preferences; Plan, develop and implement culinary production for special events and catered functions.
Interview, select, train and evaluate supervisory and support staff. Handle corrective action process
with human resources and make salary recommendations
2006 –2010 Sheraton Lagos Hotel & Towers Ikeja, Lagos
Banquet Sales Executive
Develop new Banquet account base and maintain the existing ones
Coordinate Events/Meetings to ensure good service delivery
Conduct Exit interview to guide against Standard and improvement of Services.
2005 – 2006 Sheraton Lagos Hotel & Towers Ikeja, Lagos
Sales Executive
Develop new account base and maintain the existing ones to meet and exceed rooms and revenue target.
Manage marketing activities to drive marketing intelligence, revenue and brand awareness.
Implement strategies and programmes to add maximum value to the achievement of strategic and operational objectives.
Identify and anticipate consumer needs and motivations through consumer insights and represent these across the business.
Compliance with the company code in all proposed brand activities.
Contribute to the progress, evolution and success of the company through active membership of the executive team.
Deliver continuous year on year economic profit and value growth.
Maintain correspondence with the organizer (customer) to ensure effective coordination.
Coordinate with other departments during check in and out making sure the groups have a hitch free
stay at Sheraton Lagos.
2003–2005 Sheraton Lagos Hotel & Towers Ikeja, Lagos
Public Relations Office/Group Coordinator
In addition to PR function below.
Solicit for new and existing accounts to meet/exceed revenue goals through telephone solicitation,
outside sales calls, site inspections and written communication.
Prepare group estimate and follow up on the payment.
Coordinate with other departments to provide quality service to customers.
1999–2005 Sheraton Lagos Hotel & Towers Ikeja, Lagos
Public Relations officer
Update the hotel’s press kit, photo files, event clippings, advertisement of the hotel.
Develop, maintain, and upgrade press mailing list and distribution of press releases.
Preparation of monthly, quarterly PR reports and clippings.
Arranging of PR activities and events including, individual press visits, stay and press trip programmes,
press conferences, meetings, dinner etc.
Planning and organising Sheraton/UNICEF “Give Me Five” Celebrity walk that yielded
Over 5.8 million Naira in support of UNICEF programmes.
Coordinate with organizer of Compassion Explosion organised yearly to raise fund for Little Saints Orphanage, an NGO
Constant liaising with companies/organizations who invites dignitaries for functions in the hotel.
Attending functions on behalf of the General Manager.
1988–1999 Sheraton Lagos Ikeja, Lagos
F&B Department (Guests Service)
Waiting on Guests.
Education
2006 - 2008 Ogun State University Ago – Iwoye
MBA (Entrepreneurship & Small Business Strategy) – Awaiting Result.
1995/6 Ogun State University Ago - Iwoye
Post Graduate Diploma (Public Relations)
1990 – 1992 Yaba College of Technology Lagos
HND (Science Technology).
1985 – 1987 Federal Polytechnic (OND Science Tech) Idah
1984 Ochaja Boys Secondary School Ochaja
School Certificate
TRAINING
Micro soft 2003 - Basic Features of Excel & Excel 2003 Formulas and functions (on-line)
Certificate in Microsoft, 2000
Sheraton Hotels PR Executive - Africa, India & Middle East training (Cairo)
Sheraton Hotels PR Executive – Africa & Middle East (Morocco)
APCON – Seminar (Marketing Transport, Hotel &Tourism Services)
Sales presentation Skill
Sales Negotiation Skill
BIO DATA
Date of Birth: 5th May, 1968
Place of Birth: Onicha – Igo
State of Origin: Kogi
Nationality: Nigerian
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