Hotel General Manager

STEPHANIE AMEREKA UKOJI

**B Adeoye Adeyemi Street, Maryland Estate, Maryland-Ikeja Lagos

PHONE: 080********, 070********. E-MAIL: ****************@*****.***

BIODATA

DATE OF BIRTH: AUGUST 08TH, 1985

SEX: FEMALE

MARITAL STATUS: MARRIED

STAE OF ORGIN DELTA

LOCAL GOVERNMENT AREA: UDU

PERSONALITIES

Competent Leadership skills, Hardworking, Good communication skills, Good interpersonal skills, Able to Work with minimum or no supervision, productivity and profitability oriented attitude and Good team work personality.

OBJECTIVES

To pursue organizational goals using my wealth of experience and acquired skills, and

Also to work assiduously to offer first class solutions that will enhance the accomplishment of my company’s goal and develop my skills for maximum input.

EDUCATION

INSTITUTION DATES CERTIFICATES.OBTAINED University of Ado-Ekiti 2010 Masters in Theology (Divinity) . (Grace Spring Lagos)

Nnamdi Azikiwe University 2007 B.Sc. App. Microbiology & Brewing . Awka Anambra State.

Davogha Model College 2002 Senior Secondary School Leaving

Sapele, Delta State. Certificate.

Omarin Primary School II 1995 First School Leaving Certificate.

Sapele, Delta State.

PROFICIENCY CERTIFICATE & TRAININGS

•Effective use of OPERA/PMS/MICROS (General Hotel Management software)

•Effective use of Tiger 2020 Software (Telephone Reports software)

•Effective use of Oasys2009 (Paymaster software)

•Effective use of Vein Card (key programming software)

•Effective use of Kerba card (key programming software)

•Effective use of RF-card (key programming software)

•MSL Billing Software

•Room Master Software

•Hotel management and operations training by African Sun, Zimbabwe.

•Certificate of Membership, 2010. Institute of Strategic Management.

•Ms Word, Access, Excel, PowerPoint, Outlook, Corel Draw, Page Maker.

WORKING EXPERIENCE

TRIPPLE4 HOTELS LIMITED

04, HAROLD SHODIPO CRESCENT, OFF JOEL OGUNAIKE STREET IKEJA, LAGOS

GENERAL MANAGER/BUSSINESS MANAGER (2019 - 2020)

QUIETLANE RESIDENCE

01, OLU AKERELE STREET, OFF BALOGUN IKEJA, LAGOS

GENERAL MANAGER (2017 - 2019)

SOLACE HOTEL

1, SHONNY WAY, SHONIBARE ESTATE, IKEJA, LAGOS

GENERAL MANAGER (2016 - 2017)

SUMMARY OF MY EXPERIENCE AS GENERAL/BUSSINESS MANAGER:

Oversee hotel restructuring and set-up of acceptable standard of operations (SOP's), train all staff to deliver exceptional satisfactory services to guest, in charge of all aspects of the hotel and property Management In accordance with the hotel mission statement, including maximization of financial performance, guest satisfaction and staff development within the hotel established quality standards. Responsible for hiring, training and discipline of all hotel staff. Represent owner at any level of operation or decision making.

BASIC DUTIES

•Oversees the general management and coordination of the hotel operations, human capital and facility maintainace.

•Performs the role of “Standard Bearer “ensuring that each criteria in the hotel is followed duly and all basics standard are communicated, understood and maintained by all hotel staff.

•Ensure that all guest services are delivered in a satisfactory manner..

•Creates an operating environment that assures consistent guest satisfaction by setting and ensuring that all SOPs are in place.

•Monitors the performance of the hotel through verification and analysis of guest satisfaction systems and financial reports. Carry out Audit regularly to ensure reports accountability.

•Make sure that policies of feedback from guest are adhered to and Initiates corrective actions.

•Maintains product especially food & beverages and service quality standards by conducting ongoing evaluations and investigating complaints.

•Develops accurate and aggressive long and short-range financial objectives consistent with the hotel mission statement.

•Prepares financial reports for management that clearly explain operational effectiveness, trends and Variances so as to evaluate performance level.

•Establishes and maintains a pro-active human resource function to ensure employee motivation, training and development, wage and benefits administration, and compliance with established labor regulations.

•Maintains an appropriate level of public affairs involvement.

•Executes marketing, sales, and operational activities, producing results that meet or exceed the hotel’s business plan.

•Ensures good safety practices of employees and guests, assisting in the maintenance of proper emergency and security procedures.

•Establishes and maintains applicable preventive maintenance programs to protect the physical assets of the hotel.

•Maintains effective open-door communication system that crosses departmental lines in order to reach all employees.

•Understands the government regulations affecting hotel’s operations, ensuring hotel is operated in compliance with all applicable laws, ordinances, regulations, and requirements of any federal, state or public authority.

•Deals with the general public, guests, employees, union and government officials with tact and courtesy.

•Plans and organizes the work of others and ensure efficiency is at peak.

•Accepts full responsibility for managing an activity.

ISLNDERS HOTEL

73, OPEBI ROAD, OPEBI-IKEJA, LAGOS

GENERAL MANAGER/OWNERS REPRESENTATIVE (2014 - 2016)

SUMMARY OF MY OFFICE: in charge of the general management, cordination and control of the hotel and gives general work report to the owner as owner is not fully involve in the management of the hotel.

BASIC DUTIES

•Owners representative; represent the hotel owner to all operational standard & management

•Creates an operating environment that assures consistent guest satisfaction by setting and ensuring that all SOPs are in place.

•Develops accurate and aggressive long and short-range financial objectives consistent with the hotel mission statement.

•oversee the general management and coordination of the hotel operations, human capital and facility maintainace.

•Prepares financial reports for management that clearly explain operational effectiveness, trends and Variances so as to evaluate performance level.

•Performs the role of “Standard Bearer “ensuring that each criteria in the hotel is followed duly and all basics standard are communicated, understood and maintained by all hotel staff.

•Ensure that all guest services are delivered in a satisfactory manner..

•Monitors the performance of the hotel through verification and analysis of guest satisfaction systems and financial reports. Carry out Audit regularly to ensure reports accountability.

•Make sure that policies of feedback from guest are adhered to and Initiates corrective actions.

•Maintains product especially food & beverages and service quality standards by conducting ongoing evaluations and investigating complaints.

•Maintains an appropriate level of public affairs involvement.

•Executes marketing, sales, and operational activities, producing results that meet or exceed the hotel’s business plan.

•Ensures good safety practices of employees and guests, assisting in the maintenance of proper emergency and security procedures.

•Establishes and maintains applicable preventive maintenance programs to protect the physical assets of the hotel.

•Maintains effective open-door communication system that crosses departmental lines in order to reach all employees.

•Plans and organizes the work of others and ensure efficiency is at peak.

•Accepts full responsibility for managing an activity.

•Understands the government regulations affecting hotel’s operations, ensuring hotel is operated in compliance with all applicable laws, ordinances, regulations, and requirements of any federal, state or public authority.

•Deals with the general public, guests, employees, union and government officials with tact and courtesy.

•Establishes and maintains a pro-active human resource function to ensure employee motivation, training and development, wage and benefits administration, and compliance with established labor regulations.

•Represent the hotel owner in all level of operation and decision making.

MIRADORAL HOTELS & SUITES

MIRADORAL COURT/CLOSE, ANTHONY VILLAGE, IKEJA LAGOS.

GENERAL MANAGER (2012 - 2014)

•Set tools and objectives for all departments to operate.

•Develop budgets and ensure department adheres to it.

•Participate in developing policies and procedures.

•Manage and coordinates staffs, maintain employee records.

•Hire, train, and terminate workers as needed.

•Determine salary brackets.

•Handle employee relations either within the company or outside.

•Attend and preside over meetings.

•Manage and direct overall operations.

•Set goals for each department.

•Clearly communicate goals to department heads.

•Measure the success of each department.

•Manage support staff.

•Delegate responsibility and follow-up on staff to effectively carry out their duties.

•Generate and present reports on departmental goals.

•Participate in seminars and conferences to enhance productivity and staff performance.

•Participate in lead generation and business development.

•Ensure high guest satisfaction.

•Solicit guest feedback and attends to negative feedback by quick response.

•Ensure inventory is stocked and consistently replenished.

•Promote company's mission and values.

AMBER RESIDENCE (AFRICAN SUN HOTEL).

16, ESUGBAYI STREET IKEJA GRA, LAGOS.

FRONT OFFICE SUPERVISOR & NIGHT AUDITOR DUTIES (2011 - 2012)

•Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.

•Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement plan.

•Cross Check all billing instructions are correctly updated and the hotel permitted credit limit is not exceeded.

•Operates the EPBX equipment, including, assisting incoming & outgoing calls, setting wake-up calls, enabling DND (Do Not Disturb) and paging for in-house guests.

•Build strong relationships and liaise with all other department's especially housekeeping, reservations etc.

•Ensure satisfactory outstanding customer service and is rendered to the hotel guest at all time.

•Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.

•Make sure that staffs maintain a friendly, cheerful and well-mannered performance at all times.

•Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns and receives and respond immediately to guest queries.

•Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.

•Supervise daily shift process ensuring all team members adhere to standard operating procedures.

•Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.

•Allocate rooms to expected arrivals after checking the guests preferences and special requests.

•Responsible for performing close of day scenarios for the hotel Front Office and account for daily activity by organizing and verifying information.

•Identifying and correcting discrepancies; posting accounts; running and distributing daily reports and produce accurate and timely reports

•To follow all specified procedures to audit the shift closing of all front office staff, including F&B shifts and completing an audit summary for each shift.

ROYAL HOTELS & SUITES.

KINGS WAY, AJAO ESTATE, IKEJA-AIRPORT ROAD, LAGOS.

FRONT OFFICE MANAGER (2010-2011)

•General management and coordination of the Front Office day-to-day operations which includes;

•Effective use of Hotel Tech. Billing Software and VEIN CARD Software for key programming.

•Proper and accurate bookings and Reservations either by phone, email or by face to face.

•Accuracy of computer input and rate codes.

•Ensuring quick and satisfactory guest check in not exceeding 3-5mins.

•Resolving Room discrepancy between housekeeping and front office e.g. Slippers and Skipper.

•Resolving problems arising from guests' complaints, reservation and room assignment activities, and unusual requests and inquiries.

•Managing all administrative and documentations in relation to clients GRC and Folios

•Carrying out Duty manager Responsibilities.

•Adjustments of rates and bills when necessary.

•Managing and training the concierge, night auditor and team of receptionists, inter-departmental communications and staff shift scheduling

•Forecasting and interpreting Budget.

•Knowledge of all Front office reports such as Night Audit Report, Daily Revenue Report and all OPERA Software billing and other reports.

•Ensuring the front desk provides a professional and friendly service for customers

ROYAL HOTELS & SUITES.

KINGS WAY, AJAO ESTATE, IKEJA-AIRPORT ROAD, LAGOS.

HOTEL GENERAL SUPERVISOR (2009-2010)

•oversees the hotel general operations and reports directly to the hotel Manager

•Helping coordinate guest arrivals and departures and making sure that they are well served during their stay in the hotel.

•While the hotel manager handles more complicated guest requests and special needs, I supervisor approaches guests to ensure they are enjoying their stay and makes sure any guest complaint or request gets handled immediately.

•Coordinates and supervises all outlets staff and their general operations.

•Oversees and confers with all other guest service agents, like concierge and bellmen

•Make operational reports to the hotel manager and ensure that all malfunctioning facilities are repaired.

MARBLE ACE HOTELS

Unizik Road, Awka, Anambra State.

FRONT OFFICE SUPERVISOR (2007 - 2009)

•Provides guests with professional, efficient, prompt, and courteous service.

•Performs and delegates various tasks, such as making or confirming reservations, verifying and collecting guest’ payments, issuing room keys and contacting housekeeping or maintenance when guests report a problem.

•Manages the daily operations of the front desk.

•Provides front desk agents with necessary training and support and supervises their jobs.

•Maintains all front desk equipment and supplies.

•Inspects all equipment and furniture in work area for hazards to employees and or guests. If hazards present themselves, report all hazards them to maintenance immediately for repair.

•Maintains a positive and professional attitude at all times.

•Ensure that occupancy is high on a daily basis.

•Performs and assists with other duties as assigned.

QUEENS SUIT HOTEL.

QUEENS DRIVE OFF AMOBIA STREET, UNIZIK TEMPORARY SITE, AWKA, ANAMBRA STATE.

GUEST SERVICE AGENT/CUSTOMER RELATION (2007)

•Effective use of ROOM MASTER Software.

•Dealing with reservations by phone, e-mail, and face-to-face.

•Welcoming guests on arrival and checking guests into and out of the hotel.

•Allocating rooms and handing out keys, (use of KABA card machine)

•Preparing bills and taking payments.

•Taking and passing on messages to guests.

•Answering questions about facilities in the hotel and the surrounding area

•Carrying out other hotel activities as directed by the front office supervisor.

•Connecting guest needs from their rooms to other outlets of the hotel as requested by guests.

N.Y.S.C

MINISTRY OF HEALTH AND ENVIRONMENT EBONY STATE. 2009 - 2010.

TUBERCULOSIS AND LEPROSY CONTROL UNIT.

•Monitory and supervision of statistical data with respect to tuberculosis and leprosy on new cases, patients undergoing intensive and continuous phases, cured defaulters, cohorts and others from the Thirteen (13) local government area in the state.

•Organizing seminars, lectures, workshops and public awareness campaigns.

HOBBIES

•Counseling

•Reading

•Football

REFERENCES

Available on request.

Contact this candidate