Open To Work
Elemuo Peculiar Chinonso
Owerri
Summary
A highly experienced Guest experience expert with 4 years of experience in providing exceptional customer service, ensuring seamless guest experiences and efficient front desk operations. Proficient in reservations management, problem resolution, and handling guest inquiries with a strong focus on building long-lasting relationships. Excellent communication and interpersonal skills, with a demonstrated ability to work in fast paced hospitality environments. Committed to enhancing overall guest satisfaction and contributing to the success of the team.
Overview
6
6
years of professional experience
3
3
Certification
Work History
Guest Experience Expert(Front Desk)
Marriott International
04.2022 - Current
- Customer interaction: by addressing inquiries, complaints, Reservation bookings and feedback in person via phone, email or company’s WhatsApp
- Welcoming and ordering welcome drinks to Guest checking in and also allocating Guest rooms on Arrival, issuing rooms keys to Guest and collection of payment before Check-in
- Led initiatives to streamline check-in processes, significantly reducing wait times.
- Led initiatives to streamline check-in processes, significantly reducing wait times.
- Personalized service: by Anticipating Guest needs by following up on Guest complaints to a conclusive end
- Pre-Arrival planning on Guest on Arrival by checking for Guest preferences, Complains, birthdays surprises, Elite upgrades etc on GXP to enable me prepare and plan for Guest checking in to enable a swift check-in and also making their stay memorable
- Championing enrollment of Guest that are non members in our property by briefing them on the Marriott reward programs their benefits and entitlement as a member and also educating and assisting them on how to activate and download the app
- Problem resolution: by Resolve issues swiftly Eg billing errors, service delays, Guest Missing stays: which includes handling Guest complaint who haven’t received their Marriott bonvoy reward point in our property by sending their Folio’s to Marriott support on GXP to enable them get their points maintaining Guest satisfaction.
- Escalating complex Guest problems to their preferred departments to handle or the manager on Duty to handle and also following up to make sure the complaints has been resolved
- Crisis Management: handling emergencies such as over bookings, service disruptions calmly and professionally
- Enhanced guest satisfaction through personalized service and proactive problem-solving.
- Collaborated with cross-functional teams to improve operational efficiency and guest experience initiatives.
- Trained new staff on best practices for guest interaction and service standards.
- Analyzed guest feedback to drive improvements in service delivery and enhance overall experience.
- Implemented new systems for tracking guest preferences, leading to tailored service offerings.
- Collaborated with housekeeping staff for timely room turnovers and consistently meeting quality standards.
- Assisted guests with booking reservations, providing personalized recommendations based on preferences.
Waitress Trainer
Kokodome Lounge
02.2020 - 08.2021
- 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.
- Ensured smooth transitions between shifts by conducting thorough handovers with incoming waitstaff regarding ongoing table statuses or special requests from guests.
- Enhanced team efficiency by organizing shift schedules, delegating tasks, and ensuring timely completion of responsibilities.
- Maximized revenue potential by effectively suggesting daily specials or promotions to customers based on their preferences or dietary restrictions.
Receptionist
Bromford Hotel
03.2017 - 02.2019
- Warmly welcoming Guest upon Arrival, Directing them to the appropriate person, department, or waiting area
- Managing Phone Systems, answering and forward incoming calls professionally
- Take detailed messages and relay them promptly
- Provide basic information about the organization (e.g., hours, services)
- Scheduling and Appointments via official phone
- Administrative Support by sorting and distributing packages and deliveries to the preferred department
- Maintaining tidy reception and waiting areas.preparing ng documents (e.g., memos, invoices, visitor badges) on the system using Excel
- Data Entry and Record-Keeping Update eg contact databases, employee directories/ phone numbers
- Handling Queries and Complaints, Respond to general inquiries in person, using office phone
Education
Bachelor of Science - zoology
University of Ibadan
Ibadan, Oyo State 10.2019
Skills
- Customer service
- Guest complaint handling
- Customer interaction
- Active listening
- Clear communication
- Adaptability
- Issue resolution
- Verbal communication
- Written communication
- Analytical skills
- Problem-solving skills
- Multitasking
- Microsoft Office
- Opera PMS
- GXP
- Data Analyst
- Web Designer
Certification
Certificate of Completion of Guest Experience Training, by a certified Marriott trainer by Protea Hotel, Owerri, 11/01/22
Certificate of English for Tourism- Hotel Receptionist and Tourism by Alison
Diploma in Hospitality management by Alison
Languages
English
Fluent
Igbo
Native
Awards
GXP champion 2025
Accomplishments
Consistently achieved a 95%+ guest satisfaction score over a 12-month period by delivering personalized service, resolving issues promptly, and anticipating guest needs.
Successfully implemented a feedback loop that led to a 20% increase in positive guest reviews on Guest voice.
Timeline
Guest Experience Expert(Front Desk)
Marriott International
04.2022 - Current
Waitress Trainer
Kokodome Lounge
02.2020 - 08.2021
Receptionist
Bromford Hotel
03.2017 - 02.2019
Bachelor of Science - zoology
University of Ibadan