Moses Egwuda
E133 AB Bagare Sreet NAF Valley Estate Asokoro
Summary
Energetic Hotel Manager enthusiastic about delivering superior service to every guest. Successful at cutting costs without impacting quality of service and guest satisfaction. History of driving company growth through outermost dedication and great commitment. Customer Manager offering 10-year track record of cultivating customer loyalty and retention. Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. Superb analytical skills leveraged to proactively improve customer service processes and garner stellar customer feedback.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Operations Manager, Customer Experience
Blackrock Apartments & Suites
Abuka, Federal Capital Territory
09.2022 - Current
- Manage over 50 customer calls per day.
- Increased sales by 15%
- Initiated successful loyalty program that contributed to higher customer retention rates.
- Managed inventory levels, reducing stock shortages while minimizing excess inventory costs.
- Improved customer satisfaction ratings by implementing new training programs for staff.
- Enhanced employee engagement through development of performance management systems and recognition programs.
- Mentored team members in developing their skills and advancing their careers within organization.
Hotel Manager
Pearl Manor Luxury suite
Abuja, Federal Capital Territory
01.2021 - 06.2022
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Booked large groups for weddings, seminars, conferences and other events, providing best available room rates.
- Provided exceptional service and assistance to guests upon check-in.
- Streamlined Operational process, budgets and procurement strategies, leading to 50% bottom-line improvement.
- Established internal databases and record management systems to enhance accuracy and integrity of documentation and data.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Promoted hotel brand by incorporating new social media marketing program, resulting 80% increase in new business.
Assistant Operations Manager
Grand Ibro Hotel
Abuja, Federal Capital Territory
03.2012 - 09.2018
- Managed over 50 customer calls per day
- Increased sales by 20%
- Spearheaded daily staff meetings to identify improvement strategies, discuss policy updates and facilitate open communication.
- Leveraged fair evaluation processes, employee reviews and staff mentoring to drive performance and job satisfaction at all levels.
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
- Enhanced employee management by developing schedules, tracking time and administering payroll.
- Collaborated with cross-functional teams to identify areas of improvement and implement solutions for optimal performance.
- Contributed to long-term planning efforts by analyzing trends in industry data and suggesting potential strategic shifts.
- Managed daily operations effectively, ensuring timely completion of tasks and accurate reporting of results.
Sales and Marketing Manager
Halbiz Apartment
02.2015 - 11.2017
- Developed sales strategy based on research of consumer buying trends and market conditions.
- Evaluated costs against expected market price points and set structures to achieve profit targets.
- Forecasted sales and established processes to achieve sales objectives and related metrics.
- Gave benefit-oriented, polished presentations driving dramatic revenue growth across multiple sales channels.
- Worked diligently to resolve unique and recurring complaints, promoting loyalty and enhancing operations.
- Instructed sales staff on cross-selling and up-selling techniques resulting in increased net sales revenue by 5% in sales
- Created and expanded sales presentations to new and existing customers increasing net sales revenue by 5% in sales
- Instructed sales staff on cross-selling and up-selling techniques resulting
Night Shift Manager
Summerset Continental
Abuja, Federal Capital Territory
04.2009 - 08.2012
- Guided and motivated night team by establishing and communicating responsibilities and duties to each team member.
- Reviewed audits and reconciled nightly sales transactions by balancing cash registers and reporting discrepancies.
- Exercised composure under pressure and in escalated customer service scenarios.
- Checked building to confirm maintenance and cleaning met code and regulations.
- Evaluated performance, adjusted strategies and maintained agile, sustainable operations.
- Supervised employees and oversaw quality compliance with company standards for food and services.
- Managed 30 employees in delivering smooth, productive night shift operations.
- Achieved consistent compliance with company standards, adhering to local regulations governing nighttime business operations.
Receptionist/Cashier
Gubabi Royal Hotel
Abuja, Federal Capital Territory
03.2007 - 05.2009
- Lifted up to 20 pounds at once and used forklift to move heavier loads
- Managed multiple tasks and met time-sensitive deadlines.
- Answered central telephone system and directed calls accordingly.
- Confirmed appointments, communicated with clients and updated client records.
- Maintained confidentiality of information regarding clients and company.
- Scheduled and confirmed appointments and meetings for senior management team.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
Cook
Gubabi Royal Hotel
Abuja, Federal Capital Territory
02.2006 - 03.2007
- Assisted in inventory management and ordering supplies, maintaining adequate stock levels for efficient kitchen operations.
- Maintained clean and sanitary workspace, ensuring compliance with health and safety regulations.
- Took food orders from cashiers and cooked items quickly to complete order items together and serve hot.
- Enhanced teamwork within kitchen staff by fostering collaborative environment focused on meeting high standards of quality and efficiency.
- Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
- Prepared multiple orders simultaneously during peak periods with high accuracy rate, maximizing customer satisfaction, and repeat business.
- Reduced food waste significantly by implementing proper portion control and storage techniques.
- Prepared meals efficiently under time constraints for timely service during peak hours
Education
Bachelor of Science - Business Administration
School of Administration & Economics
Cotonou05.2019
GED -
G.S.S Nnamdi Azikwe International Airport
Abuja07.2004
GED -
Army Children School Bauchi
Bauchi09.1996
Skills
- Telephone etiquette
- Excellent Communication
- Customer Service Management
- Effective Communication
- Proficient in hotel management software
Accomplishments
- Handled all cash and credit cards for payment, resulting in zero errors over the course of 12 months.
- Implemented a new process which cut wait times for checking in by 80%.
- Contacted previous guests through email messages with information on events and happenings at the resort, which led to a 65% upswing in business over a six-month period.
- Acquainted hotel guests with resort amenities at check-in effectively decreasing the percentage of calls to the front desk by 75%.
- Carefully mentored newly hired employees on customer service techniques which helped improve focus on guests and visitors.
- Supervised team of 42 staffs members.
Certification
- Certificate of Food Hygiene and Basic HACC
- Certified Trainee in fire life safety.
- Certificate in Project Management.
Languages
English, Hausa
Native language
English
Proficient
C2
Timeline
Operations Manager, Customer Experience
Blackrock Apartments & Suites
09.2022 - Current
Hotel Manager
Pearl Manor Luxury suite
01.2021 - 06.2022
Sales and Marketing Manager
Halbiz Apartment
02.2015 - 11.2017
Assistant Operations Manager
Grand Ibro Hotel
03.2012 - 09.2018
Night Shift Manager
Summerset Continental
04.2009 - 08.2012
Receptionist/Cashier
Gubabi Royal Hotel
03.2007 - 05.2009
Cook
Gubabi Royal Hotel
02.2006 - 03.2007
Bachelor of Science - Business Administration
School of Administration & Economics
GED -
G.S.S Nnamdi Azikwe International Airport
GED -
Army Children School Bauchi
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