Opera PMS, Microsoft Word, Microsoft Excel
Deborah Charles-Dede
Customer Experience Expert
Port Harcourt,Rivers
Summary
Dynamic Guest Service Representative with a proven track record at J’s Signature Hotel excelling in guest relations and problem-solving. Adept at enhancing customer satisfaction through personalized service and effective communication. Recognized for fostering loyalty and repeat business while maintaining meticulous attention to detail in a fast-paced environment.
As a result of publicity and repeat businesses, I interact physically and virtually with an average of a hundred and fifty (150) guests daily, and an average of 2500-3000 guests monthly, ensuring a credible and continuous improvement for lasting relationship.
Work with the J’s Signature social media team to create voiceover Ads; support the planning committee with red carpet hosting during some special events such as Valentine, Guest Appreciation Night, Children’s Day, Christmas celebration, Easter Celebration and the likes.
Reshare ads for the publicity of our facilities to reach algorithm of our prospective guests, which leads to constant restaurant, room and hall reservations.
Overview
7
7
years of professional experience
Work History
Guest Service Representative
J’s Signature
01.2024 - Current
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
- Collaborated closely with colleagues across departments to enhance overall guest experience throughout their stay.
- Contributed positively towards creating a welcoming atmosphere by maintaining a clean and organized front desk area at all times.
- Provided personalized recommendations for local attractions, dining options, and transportation services based on guest preferences.
- Participated in ongoing training programs to stay current on industry trends, best practices, and emerging technologies affecting the hospitality sector.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times, with the use of Opera PMS.
- Developed strong rapport with returning guests to foster loyalty and repeat business.
Executive Assistant
The Write House
01.2020 - 10.2020
• Solely in charge of organizing trainings for public and private firms interstate, alongside virtual trainings.
• Responsible for traveling arrangements for the Dean of the organization.
• Emceeing of trainings and conferences for the organization (rapporteur).
• Proofreading, reporting of training documents.
Administrative Coordinator
S&RC Limited
01.2019 - 01.2020
- Supported project management efforts by tracking deadlines, maintaining documentation, and communicating progress updates to stakeholders.
- Collaborated closely with department heads for strategic planning purposes while ensuring their alignment with overall organizational goals.
- Maintained a well-organized filing system to ensure easy access to important records and documents.
- Answered phone calls and responded to inquiries from customers, vendors and other external contacts.
- Organized successful events by overseeing logistics, managing vendors, and coordinating promotional efforts.
- Assisted with professional counseling of customers.
Education
Bachelor of Arts - English Education
Benson Idahosa University
Benin07.2016
Skills
Computer skills
Canvas Designing
Guest relations
Information protection
Reservation management
Verbal and written communication
Attention to detail
Multitasking
Excellent communication
Problem-solving
Teamwork and collaboration
Social media networking
Adaptability and flexibility
Analytical skills
Clear communication
Guest experiences
Continuous improvement
Teamwork
Problem-solving abilities
Multitasking Abilities
Self motivation
Effective communication
Team collaboration
Active listening
Relationship building
Event and party planning
Meeting organization
Decision-making
Key management system
Detail-oriented
Issue resolution
Guest accommodations
Event planning
Customer service
Accomplishments
Social Impact
An efficient Social impact expert, passionate in community development; through a vision(The Charity Kitchen Project) I championed; we made donation of food items for 120 families, payment of tuition fees for 5 undergraduates, empowerment of 13 small business owners with grant, and Payment of registration fee for 15 students to write the Joint Admission Matriculation Board Examination, an exam that qualifies them admission into Tertiary Institution in December 2025, effected another food bank project, donating food items to 200 families in December 2024, all in Port Harcourt Nigeria.
From 2014 till date, partnered with NGOs and Initiatives such as Total Girl Development Initiative, The Put a Smile Initiative, and The Fresh and Confident Initiative, all for community development, investment in the education of young girls and youths to live quality lives that will in turn be resourceful to them and their communities, all these across Benin City, Port Harcourt and Lagos.
Event Hosting (Emceeing)
Over the last 7 years, Hosted business and career conferences with 100 - 4000 participants, aimed at reaching young and long standing businesses, from knowing how to grow a business, to understanding how growth works without burning out, and maintaining a lasting structure for their career and business to thrive.
Speaking to young women and youths to build what lasts from handling their traumas with accountable steps, to seeking guidance when in doubt or swamped in depression.
Also hosting diverse events such as weddings, concerts, spelling B competitions, team bonding hang out and the likes.
Software
Interests
Writing, Singing, Talking, Interacting, traveling
Timeline
Guest Service Representative
J’s Signature
01.2024 - Current
Executive Assistant
The Write House
01.2020 - 10.2020
Administrative Coordinator
S&RC Limited
01.2019 - 01.2020
Bachelor of Arts - English Education
Benson Idahosa University