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

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