Imoleayo Oluwaseyi Ojo
Awoyaya,Nigeria
Summary
Results-oriented professional with strong leadership and motivational management skills. Demonstrates exceptional client-focused service, effective complaint handling, and relationship management. Adept at coordinating training, team building, and ensuring time management efficiency. Proficient in reservation systems (LUPEA) and Excel, with a proven ability to quickly learn and organise event sequencing. Career goal includes leveraging extensive customer service expertise to enhance organisational success.
Overview
12
12
years of professional experience
2014
2014
years of post-secondary education
Work History
GUEST RELATIONS MANAGER
Pelican international hotel
Lagos, Nigeria
02.2018 - 02.2019
- Produced communication strategies to meet client's KPIs.
- Established a friendly rapport with guests during their stay at the hotel.
- Worked tirelessly to resolve customers' problems to their satisfaction, which resulted in a loyal customer base and increased company's positive reputation.
- Integrated customer database to keep records of patronage.
- Address guest inquiries and concerns in a timely and professional manner.
- Coordinate with Event Coordinator in organizing meetings and specials events as requested by guests.
- Escalate unresolved guest issues to General Manager for immediate resolution.
- Welcome and escort VIP guests and special guests from driveway to assigned rooms.
- Developed strong relationships with regular clients through exceptional service delivery.
- Assisted in planning events, leading to successful functions and conferences.
- Manage the travel desk by booking flights for clients in addition to airport pickup and drop-off.
- Coordinated with housekeeping and maintenance teams for timely room readiness.
- Managed reception operations, ensuring smooth check-ins and check-outs for guests.
- Delivered detailed information about the resort's facilities to guests upon arrival.
- Collaborated closely with other department managers to ensure seamless operation across different services.
- Maintained up-to-date knowledge about local attractions, recommending suitable options for guests' needs.
- Welcome, greet and meet customers in lobby.
- Follow and enforce established policies and procedures.
- Allocate and change room assignments according to guest requirements.
- Trained new staff members for improved customer service delivery.
- Coordinated transportation arrangements for arriving or departing guests as required.
- Confirmed rooms and services were ready for guest stays for prompt check-in.
- Replied to negative online feedback with constructive, helpful responses, seeking to resolve service issues.
GUEST RELATIONS MANAGER
Orchid Hotel Limited
Lagos
09.2013 - 02.2015
- Ensure that guest check-in and check-out services are done promptly and courteously.
- Ensure that front office staff is available at all the times for customer assistance.
- Provide outstanding services and ensure guest satisfaction.
- Provide direction and guidance to front office staff to meet hotel goals.
- Address guest inquiries and concerns in a timely and professional manner.
- Coordinate with Event Coordinator in organizing meetings and specials events as requested by guests.
- Escalate unresolved guest issues to Director for immediate resolution.
- Monitor and manage expenses within allotted budget.
- Welcome and escort VIP guests and special guests from driveway to assigned rooms.
- Maintain the facility clean; safe and appealing.
- Co-ordinate with Florist for flower decorations in lobby and rooms.
MANAGER
Peninsula Resort Limited
Ajah
01.2008 - 08.2013
- Introduced new human resources policies.
- Created customer database and follow up.
- Monitored stock intake by suppliers and eradicated wastage and long term debts.
- Overseeing all day-to-day administrative functions in the organization.
- Recruitment and selection of new employees and giving out to skills to judge potential candidates for hiring.
- Ensuring administrative efficiency and proper procedure in the organization.
- Maintaining employee records, analyzing and developing information needed for managerial decision making.
- Compliance with labour law.
- Enhancing the quality of work life & personal life of the employees.
- Delegation of work to staff and monitoring its progress towards completion.
- Increased revenue in July 2012-Aug 2013 by 85% (DPR 6wks new inductees training-N64,734,822.00), First Pension Custodian software training (6weeks N12,016,200.00) Glo Soccer Academy, season 1 (5weeks reality show N18,006,000.54), Lasg Ministry of finance Annual retreat (4day training N6,200,519.00), Lasg Auditor General Annual Retreat (3 day training N4,000,000.00) Bank of Industry Progm for Nigerian Journalist (3 day conference-N7,250,356.00) DMO Abuja (2 day retreats-N6,331,440.00) Gtbank - Lagos, ICAN Annual Retreat 2012, Grand Oak Retreat, Promasidor Retreat, Akintola Wiilams Training.
DIRECT SALES REPRESENTATIVE
Standard Chartered Bank
Lekki
05.2007 - 01.2008
- Selling of SME liability products, domiciliary account, and other bank products. (corporate account).
- Sales of VISA BUSINESS DEBIT CARD.
- Maintaining good customer relations to enhance customer service image of the bank.
- Enforcement of KYC role as prescribed by the bank.
Education
MBA - Business Administration
National Open University
BACHELOR OF SCIENCE - undefined
Ekiti State University
WA S S C E - undefined
Eva Adelaja Girls' Secondary Grammar School
FIRST SCHOOL LEAVING CERTIFICATE - undefined
Air Force Primary School
Skills
- Client-focused
- Customer Service
- Quick learner
- Organization
- Event sequencing
- Excellent communication
- Coordinating training
- Team building
- Results-oriented
- Empathy and understanding
- Time management efficiency
- Knowledge of reservation systems( LUPEA)
- Excel proficiency
- Strong leadership
- Motivational management
- Complaint handling
- Relationship Management
Languages
English
Yoruba
Personal Information
- Title: Guest Relations Manager
- Date of birth: 11/29/82
- Nationality: Nigerian
- Marital status: Single
Affiliations
- Reading
- Travelling
- Swimming
References
References available upon request.
Timeline
GUEST RELATIONS MANAGER
Pelican international hotel
02.2018 - 02.2019
GUEST RELATIONS MANAGER
Orchid Hotel Limited
09.2013 - 02.2015
MANAGER
Peninsula Resort Limited
01.2008 - 08.2013
DIRECT SALES REPRESENTATIVE
Standard Chartered Bank
05.2007 - 01.2008
BACHELOR OF SCIENCE - undefined
Ekiti State University
WA S S C E - undefined
Eva Adelaja Girls' Secondary Grammar School
FIRST SCHOOL LEAVING CERTIFICATE - undefined
Air Force Primary School
MBA - Business Administration
National Open University
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