Overview
Work History
Education
Skills
Languages
Accomplishment
Certificates
Timeline
Generic
Elemuo Peculiar Chinonso

Elemuo Peculiar Chinonso

Guest experience Expert
Owerri

Overview

8
8

Years of professional experience in hospitality

Work History

Guest Experience Expert

Protea hotel by Marriott owerri select
04.2022 - Current
  • Provide hands-on care to 8-12 patients per shift, assisting with feeding, grooming, and toileting while ensuring adherence to individualized care plans
  • Monitor and document vital signs, reporting abnormalities to nursing staff, reducing emergency response times by 20%
  • Collaborate with RNs and physicians to turn/reposition bedridden patients, preventing bedsores and improving patient comfort
  • Maintain sanitized patient rooms and equipment, following strict infection control protocols and reducing hospital-acquired infections by 15%
  • Provide emotional support to patients and families, addressing concerns and escalating complex cases to social workers or supervisors
  • Enhanced guest satisfaction by addressing and resolving concerns promptly and professionally.
  • Streamlined check-in process for improved efficiency and reduced wait times.
  • Provided knowledgeable support to guests regarding hotel amenities and offerings, ensuring satisfaction with available options.
  • Collaborated with housekeeping staff for timely room turnovers and consistently meeting quality standards.
  • Trained new team members on company policies and procedures, fostering a culture of excellence in customer service delivery.
  • Contributed to the development of promotional materials highlighting hotel features and amenities, attracting potential guests through targeted marketing efforts.
  • Implemented effective up-selling techniques for additional revenue generation while maintaining genuine care for the guest''s needs.
  • Coordinated smooth communication between departments for seamless guest services delivery.
  • Handled guest complaints with tact and empathy, resulting in successful conflict resolution.
  • Conducted regular inspections of guest rooms to ensure adherence to safety regulations and maintenance standards.
  • Managed inventory of supplies to maintain adequate stock for daily operations, reducing costs from excess ordering or waste.
  • Developed strong rapport with guests, creating a positive atmosphere conducive to return visits.
  • Assisted guests with booking reservations, providing personalized recommendations based on preferences.
  • Monitored online reviews from past guests, identifying areas for improvement in service delivery or facility management as needed.
  • Supported front desk staff during peak hours by assisting with check-ins/check-outs or handling inquiries from walk-in guests.
  • Maintained high levels of cleanliness in common areas and guest rooms, ensuring a welcoming environment.
  • Participated in regular team meetings to discuss best practices or address challenges encountered in the course of daily operations, fostering a strong sense of teamwork and collaboration.
  • Utilized knowledge of local attractions to assist guests in planning their stays, enhancing overall experience.
  • Increased repeat business through exceptional customer service and attention to detail.
  • Organized special events for guests, promoting memorable experiences during their stays.
  • Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
  • Greeted guests upon arrival and offered assistance.
  • Assisted guests with check-ins, account inquiries, and any additional services needed.
  • Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
  • Answered guest inquiries and provided information regarding hotel services and amenities.
  • Streamlined check-in process to decrease wait times and increase customer satisfaction.
  • Handled customer complaints to satisfy and retain guests.
  • Created welcoming and comfortable environment for guests.
  • Maintained high level of professionalism and discretion when dealing with guests.
  • Greeted guests upon arrival by providing warm welcome.
  • Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
  • Responded to guest inquiries to maximize guest satisfaction.
  • Maintained accurate and up-to-date records of guest information.
  • Managed check-in and check-out procedures for guests.
  • Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
  • Utilized variety of organizational and communication skills to drive guest satisfaction.
  • Assisted guests with variety of services and local attraction information.
  • Upheld hotel policies and procedures by providing high level of customer service.
  • Maintained front desk's concierge book to provide visitors with access to relevant local information.
  • Provided accurate information regarding local attractions, restaurants and activities.
  • Facilitated and coordinated transportation services for guests.
  • Assisted with luggage handling, valet services and concierge services.
  • Provided each guest with list of resort's upcoming activities and events upon check-in to enhance stays.

Waitress Trainer

Kokodome lounge
03.2020 - 07.2021
  • Supported post-operative care for 15+ daily patients, assisting with mobility exercises and wound care under nurse supervision
  • Streamlined supply inventory management, reducing equipment shortages by 30% during peak shifts
  • Trained 5+ new hires on EHR documentation and patient safety best practices
  • Developed strong communication skills by effectively conveying information between kitchen staff, management, and waitstaff.
  • Improved customer satisfaction by providing exceptional service and addressing guest concerns promptly.
  • Maintained consistent customer satisfaction rates through attentive listening skills and prompt issue resolution when necessary.
  • Provided support during high volume periods by efficiently managing multiple tables simultaneously without compromising service quality.
  • Promoted teamwork among staff members through collaboration efforts and fostering a positive work atmosphere.
  • Assisted new hires in acclimating to the workplace by providing support, encouragement, and guidance throughout their training period.
  • Implemented proper food handling procedures for a clean and safe dining environment, resulting in fewer customer complaints.
  • Increased overall restaurant performance through comprehensive staff training on menu items, upselling techniques, and company policies.
  • Ensured smooth transitions between shifts by conducting thorough handovers with incoming waitstaff regarding ongoing table statuses or special requests from guests.
  • Recognized for exemplary training skills by management, resulting in increased responsibilities and involvement in onboarding new employees.
  • Reduced order errors by implementing standardized processes for communicating orders clearly between front-of-house and back-of-house teams.
  • Enhanced team efficiency by organizing shift schedules, delegating tasks, and ensuring timely completion of responsibilities.
  • Established rapport with regular patrons, leading to increased repeat business for the establishment over time.
  • Delivered personalized attention to each trainee''s learning style during training sessions to optimize comprehension of material.
  • Maximized revenue potential by effectively suggesting daily specials or promotions to customers based on their preferences or dietary restrictions.
  • Assisted with inventory management to control costs while maintaining adequate stock levels for efficient restaurant operations.
  • Collaborated with fellow trainers to continuously update training materials as needed to align with changing menus or restaurant policies.
  • Trained new team members on restaurant procedures, menu items, and performance strategies.
  • Demonstrated strong knowledge of food and beverage service standards and led by example to instill in new servers.
  • Provided feedback and guidance to help servers develop industry skills and knowledge.
  • Established and maintained positive relationships with trainees to drive successful learning outcomes.
  • Assisted in new server onboarding and orientation to cultivate seamless transitions.
  • Monitored new server performance and offered continuous support throughout training period.
  • Taught servers to memorize menu ingredients and provide information on preparation methods.
  • Instructed servers on proper techniques for taking orders, serving food and providing customer service.
  • Utilized effective communication techniques to support server learning and comprehension.
  • Developed job-specific competencies and performance standards.

Receptionist

Bromford hotel
03.2017 - 08.2019
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Kept reception area clean and neat to give visitors positive first impression.

Education

Bsc - zoology

University of Ibadan
10.2019

Skills

  • Patient Hygiene & Mobility Assistance
  • Vital Signs Monitoring
  • Infection Control & Safety Compliance
  • EHR Systems
  • Dementia & Elderly Care
  • Emotional Support & Patient Advocacy
  • Medical Terminology Proficiency
  • Crisis Response & First Aid/CPR
  • Patience and composure
  • Exceptional communication
  • Upselling strategies
  • Feedback implementation
  • Brand representation
  • Cross-functional coordination
  • Guest services
  • Guest communication
  • Hospitality and service industry background
  • Guest complaint resolution
  • Data entry proficiency
  • Client relationship management
  • Complaint handling
  • Team member development
  • Customer rapport
  • Hospitality best practices
  • Policy adherence
  • Guest inquiry resolution
  • Account management
  • Reservation management
  • Basic accounting
  • Guest services agent training
  • Concierge services
  • Local attractions
  • Account inquiries
  • Guest liaison
  • Timely complaint resolution
  • Guest conflict resolution
  • Guest account management
  • Teamwork
  • Customer service
  • Teamwork and collaboration
  • Problem-solving
  • Time management
  • Attention to detail
  • Problem-solving abilities
  • Multitasking
  • Multitasking Abilities
  • Reliability
  • Excellent communication
  • Clear communication

Languages

English
Fluent
Igbo
Native

Accomplishment

  • Was awarded Miss protea of the year 2022/2023 during the take care pageantry competition in protea hotel

Certificates

  • Certificate of completion of Guest experience training program by Marriott international
  • Diploma in hospitality by Alison

Timeline

Guest Experience Expert

Protea hotel by Marriott owerri select
04.2022 - Current

Waitress Trainer

Kokodome lounge
03.2020 - 07.2021

Receptionist

Bromford hotel
03.2017 - 08.2019

Bsc - zoology

University of Ibadan

Similar Profiles

CREATE PROFILE
Elemuo Peculiar ChinonsoGuest experience Expert