Mr

E-MAIL: ********@*****.***

Ekim, Emmanuel Anthony

SEX

Male

DATE OF BIRTH

19th May,1977

MARITAL STATUS

Married

PROFILE

Highly motivated individual with a demonstrated aptitude for learning and quickly applying technical knowledge.

Sound analytical and problem solving skills. Excellent oral, written and interpersonal skills

Ability to work collaboratively with team members to achieve common goals while maintaining responsibilities and commitments.

Competently manage multiple tasks while maintaining highest emphasis on quality.

EXPERIENCE

Nov.2010 to May 2011( Radissonblu Anchorage Hotel Lagos)

Assistant Front Office Manager

MANAGE AND COORDINATE FRONT OFFICE OPERATIONS TO PROVIDE THE HIGHEST STANDARD OF SERVICE

Achieves guest satisfaction and room revenue goals by supervising the Front Office operation

Ensures that Front Office is staffed according to need by utilising business forecasts to schedule employees

Oversees and participates in the prompt and courteous check-in and check-out of guests

Addresses questions or problems pertaining to customer room accommodations and rates

Controls open and closed dates, availability and condition of rooms

Keeps effective key control and participates in matters relating to customer room security

Ensures that guest mail and messages are delivered promptly by overseeing mail and message delivery functions

Controls room rates, and implements approved rate changes

Monitors advance deposit and credit procedures

Responds orally to positive and negative comments expressed in comments from guests, and in comment cards, and develops strategies to improve

Brings major needs for repair to the attention of the Front Office Manager

Checks the arrival list, conference guest list, and VIP list and informs appropriate individuals on returning guests, VIP’s and special guests

Blocks rooms for VIP’s and special guests

Is proficient in all Front Office procedures to be a resource when needed

Monitors Front Office activities regarding discounts, billing instructions, and compliance with hotel credit policies

Analyses the rate variance report to ensure proper room rate and revenue control

Analyses credit check report daily for possible doubtful accounts

MANAGING THE FRONT OFFICE TEAM

Utilises leadership skills and motivation to maximise employee productivity and satisfaction

Monitors the Front Office team’s overall service and team work daily and focuses on how to improve and increase service delivery efficiency

Recommends to Front Office Manager how to improve guest service and efficiency in Front Office operations

Helps Front Office staff increase REVPAR and Willingness to Return by increasing sales and average rate

Checks and revises night clerk source of business report

Co-ordinates billing with the Accounting Department

Controls and pre-assigns rooms and arrangements for groups booked

Provides effective sales effort at Front Office to maximise rooms revenue

Maximises the total occupancy of the hotels in the area, by serving as a liaison with other hotels

Checks Front Office equipment periodically

Maintains Front Office supplies

[July 2010 to Nov.2010]Lagos Oriental Hotel

Acting Assistant Front Office Manager

Receiving Guests into the Hotel

Attending to guests and their complains.

Taking Hotel Reservations via e-mail and Telephone.

Training new Front Office Staff.

Seeing to the smooth running of all front office activities

Handling guests transactions

Providing outstanding guests service throughout guests duration of stay

Responsible for Hotel core values i.e. Honesty, Personal Integrity and Team before Staff.

Prepare all reports in accordance with required quality standard.

Follow up on guest history cut off dates and group block pick ups

General running of the front office

Representing front office manager in his absence

[December 2008 to July 2010]Lagos Oriental Hotel

Receptionist/Front Office Supervisor

PROVIDE THE HIGHEST STANDARD OF SERVICE TO GUESTSS

Is available to register, process, and greet guests promptly

Checks the daily arrival list

Welcomes guests to the hotel

Responds to guests requests for information about the hotel and its surroundings

Arranges for special services requested by the guests

Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shift

Arranges fulfilment of guest services by working with Bell staff, Housekeeping, Reservations and Room Service

Allocates rooms and issues appropriate keys

Follows-up and verifies arrivals by updating registration cards in regards to spelling of guests name, address and method of payment

Changes room rates and guests rooms if approved by Service Manager

Handles incoming guests room reservations

Handles reservations for guests with rental cars, restaurants, etc.

Is aware, at all times, of current room status and room availability

Is fully aware of the relevant service concepts

Is fully aware of, and knows how to handle, all current and future hotel promotions

Minimises loss of revenue by adhering to all established credit procedures

Insures all guests establish credit upon check-in

Monitors guests accounts to insure adherence to hotel credit limits by completing high balance reports and verifies accuracy of registration information

Improves timeliness of cash flow by adhering to established credit and inventory control procedures

Receives proper approval codes for cash and credit card paying guests

Identifies and records special billing instructions and notifies accounting and Service Manager

Completes shift closing accurately by getting appropriate approval signatures and authorisation codes

Adheres to hotel policies regarding the use of cash banks

Communicates effectively with guests, colleagues, and supervisors

Demonstrates teamwork by co-operating and assisting colleagues as needed

Handles difficult situations effectively

Communicates open and closed dates, availability and condition of rooms

Keeps effective key control

Ensures that guests mail and messages are delivered promptly

Demonstrates a working knowledge of all services and facilities of the hotel, and effectively assists the hotel’s guests

Issues safety deposit boxes to guests upon request

[2006–Jan 2008] Hillside Gardens, Victoria Island Lagos.

Front Office supervisor/ Account Officer

Customer Relationship and Account Management.

Provision of Support Services to corporate guests

Prompt and Efficient Resolution of Customers’ Queries.

Ensuring delivery of excellent customer service by prompt resolution of customers’ queries as regards products and services, escalation of customers’ queries to other support units and departments when need arises.

Prompt and Accurate documentation of transactions at front desk

Ensure adherence to quality standards as agreed within the department and the organization as a whole.

Supervision of account setup and data entry for customers/corporate clients

Carrying out routine checks on activated accounts to ensure correctness and accuracy.

Accurate and Timely Preparation of Clients’ Account Reconciliation Statements.

Halliburton Energy Service Nigeria Limited

Position: Staff House Supervisor

Monitoring and evaluation of performance standards of the Staff House

Assess training and coaching needs and make provisions for bridging the need gaps

Managing day-to-day transactions of the front desk

Ensure adherence and compliance to operational and organizational policies and procedures.

Ensure that front office personnel comply with schedule adherence and quality delivery.

Co-ordinate and monitor activities of front office desk

Co-ordinate team meetings and feedback sessions.

TRAINING ACQUIRED

Customer Service Series Training

Effective Customer Service Skills

Time Management

Effective Leadership & Mentoring

Pronunciation & Elocution

Opera PMS (Version 5.0 Service pack 5.0.0.1.00/6

PROFICIENCY

Comfortable with Microsoft Word, Excel and PowerPoint

EDUCATION

2000 University Of Ibadan

Diploma in Business Administration Second Class (Lower Division

HOBBIES

Interacting & Travelling

REFERENCES

To be provided on Request

Contact this candidate