DAVID SHADE HELEN
Abuja,NIGERIA
Summary
Accomplished professional with extensive expertise in hotel operations and front desk administration, demonstrating proficiency in reservation systems and the Opera Property Management System. Adept at ensuring service quality assurance and facilities maintenance coordination, while excelling in proactive leadership and team collaboration. Possesses strong communication skills, critical thinking abilities, and a thorough understanding of recruitment processes, aiming to leverage these competencies towards enhancing operational efficiency and guest satisfaction.
Overview
10
10
years of professional experience
14
14
years of post-secondary education
Work history
Front office supervisor
Rockview Royal Hotel
Abuja, FCT
02.2024 - Current
- Reviewed shift logs regularly, identifying potential areas of improvement.
- Trained new employees to ensure adherence to hotel standards and practices.
- Resolved conflicts amongst team members, fostering a harmonious work environment.
- Liaised with other departments ensuring consistent delivery of services across all units.
- Tracked inventory levels, facilitating timely procurement of necessary supplies.
- Assisted in budget preparation and control to maintain financial health of the establishment.
- Oversaw 15 front desk agents in providing smooth and efficient service in compliance with hotel brand standards.
- Processed guest payments, including vouchers and online payments with 95% accuracy.
- Maintained high standards of accuracy and quality in data entry and recordkeeping.
- Created and submitted progress reports to upper management.
- Communicated policy changes and business priorities to streamline office team tasks.
- Instructed employees in company policies and procedures, maximising compliance and consistency.
- Directed team in producing diverse work with word processing and desktop publishing applications.
Front Office Supervisor
De Silver Green Luxury Hotel
Gudu, Abuja
01.2023 - 01.2024
- Resolved conflicts amongst team members, fostering a harmonious work environment.
- Maintained professional work environment with effective supervision of front office team.
- Liaised with other departments ensuring consistent delivery of services across all units.
- Collaborated with housekeeping department for seamless guest services.
- Coordinated room assignments for optimal utilisation of resources.
- Addressed guest queries promptly, enhancing overall guest experience.
- Maintained cleanliness standards at the front desk, promoting professional image of the establishment.
- Reviewed shift logs regularly, identifying potential areas of improvement.
- Managed bookings and reservations to eliminate overbooking incidents.
- Trained new employees to ensure adherence to hotel standards and practices.
- Streamlined check-in and out processes to enhance guest experience.
- Responded to guest questions and enquiries, using hotel and local area knowledge to provide helpful recommendations.
Front Office Manager
Qualibest Grand Hotels
Crescent Utako, Abuja
01.2020 - 01.2023
- Conducted regular performance reviews, promoting continuous improvement amongst staff members.
- Upheld high levels of cleanliness and organisation in the front office area.
- Managed inventories of office supplies-ensured availability of necessary items at all times.
- Facilitated swift problem resolution in case of any issues or disputes raised by customers or staff members alike.
- Coordinated with housekeeping to ensure rooms were ready for new arrivals.
- Handled administrative tasks like filing reports and managing mail-ensured smooth running of front office operations.
- Handled reservation enquiries effectively, providing accurate information to potential guests.
- Attended to special requests from guests, ensuring their needs were met satisfactorily.
- Liaised with different departments, ensuring seamless communication.
- Streamlined front office operations for improved efficiency.
- Cultivated a professional environment through effective staff management.
- Encouraged mutual trust, respect and cooperation among team members.
- Facilitated revenue forecasting by accurately anticipating guest movement, occupancy levels and inventory availability, using opera oracle software.
- Updated office management on team's activities and progress at weekly meetings.
- Created and submitted progress reports to upper management.
G.S.A (Guest Service Agent)
Qualibest Grand Hotels
Crescent Utako, Abuja
01.2018 - 01.2020
- Assisted guests in locating local attractions to enrich their stay.
- Processed payments promptly, ensuring accurate billing.
- Handled telephone calls professionally, directing them appropriately within the hotel.
- Offered personalised service to regular guests, fostering loyalty towards our hospitality brand.
- Demonstrated problem-solving abilities by effectively managing challenging situations.
- Resolved customer complaints with professionalism and patience.
- Greeted guests warmly and professionally for positive first impressions.
- Applied local area knowledge to provide guests with information about dining options, sports events and live entertainment.
Customer Care Service (Servicom)
Federal Airport Authority of Nigeria
Yola, Nigeria
01.2016 - 01.2017
- Carried out day-to-day duties accurately and efficiently.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Successfully delivered on tasks within tight deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Supported team by demonstrating respect and willingness to help.
- Offered friendly, efficient customer service and handled challenging situations with ease.
- Used Microsoft Word and other software tools to create documents and clear communications.
Education
Higher National Diploma - Office Technology and Management
Kogi State Polytechnic
Lokoja, Kogi State 01.2013 - 01.2015
National Diploma - Office Technology Management
Kogi State Polytechnic
Lokoja, Kogi State 01.2009 - 01.2011
Senior Secondary Certificate Examination - NECO
Okebukun High School
Kabba/Bunu, Kogi State 01.2003 - 01.2008
First School Leaving Certificate - undefined
Kubwa III Modern Primary School
FCT, Abuja 01.1996 - 01.2001
Skills
- Critical thinking
- Good customer service
- Working in team
- Good interpersonal relationship
- Communication skills
- Recruitment process knowledge
- Reservation systems proficiency
- Facilities maintenance coordination
- Proactive leadership
- Multi-Line phone system use
- Service quality assurance
- Hotel operations understanding
- Front office software mastery
- Front desk administration
- Budget management
- Vingcard key machine operation
- Conference and events assistance
- Opera system administration
- Telephone etiquette
- Key control systems
- Opera Property Management System
- Filing processing
Custom
Reading Dancing Meditation Travelling Sports
Personal Information
- Date of birth: 12/12/87
- Gender: FEMALE
- Nationality: NIGERIAN
- Marital status: SINGLE
- Place of birth: OKEBUKUN BUNU
References
References available upon request.
Timeline
Front office supervisor
Rockview Royal Hotel
02.2024 - Current
Front Office Supervisor
De Silver Green Luxury Hotel
01.2023 - 01.2024
Front Office Manager
Qualibest Grand Hotels
01.2020 - 01.2023
G.S.A (Guest Service Agent)
Qualibest Grand Hotels
01.2018 - 01.2020
Customer Care Service (Servicom)
Federal Airport Authority of Nigeria
01.2016 - 01.2017
Higher National Diploma - Office Technology and Management
Kogi State Polytechnic
01.2013 - 01.2015
National Diploma - Office Technology Management
Kogi State Polytechnic
01.2009 - 01.2011
Senior Secondary Certificate Examination - NECO
Okebukun High School
01.2003 - 01.2008
First School Leaving Certificate - undefined
Kubwa III Modern Primary School
01.1996 - 01.2001
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