Hi, I’m
Victoria Nwabuokei
Customer Service Management
Lekki,Lagos
A man is about as big as the things that make him angry.
Winston Churchill
Summary
Coordinated Guest Experience Manager with more than 2 years of experience working for one of the highest ranked hospitality group in Lagos. Diligent team player committed to providing exceptional guest services by directing staff, managing individual and group bookings and resolving common customer service issues. In-depth knowledge of hospitality industry and business administration. A detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
6
years of professional experience
Work History
CONSAT TV
Sales Executive
01.2015
Job overview
- Resolving complaints of customers
- Sales of decoders and installation appliances
- Coordination of marketing exercises and programmes
- Working overtime to attend to customers on weekends
- Collation of sales reports.
NYSC Orientation Camp
Kitchen Duties/Sanitation Committee
01.2018
Job overview
- Rendering assistance to the kitchen staff in cooking activities
- Serving food to Corps members
- Ensuring the cleanliness of the orientation camps
- Organizing Corps members into groups for sanitation exercises.
Methodist High School
English Studies Teacher
01.2018 - 01.2019
Job overview
- Tutoring students on vocabulary development, speech work and other English Language topics
- Writing and organization of lesson notes
- Grading and correction of students’ notes
- Evaluation, grading and recording of students’ performance.
Stella Holiday Inn
Front Desk Clerk
01.2019 - 01.2020
Job overview
- Welcoming walk-in and lodging guests
- Attending to inquiries of walk-in guests
- Booking reservations
- Check-in of lodging guests
- Check-out of leaving guests
- Directing calls from rooms to other departments like kitchen, bar, housekeeping etc
- Attending to complains of guests
- Handing out and preparing of bills and receipts
- Receiving cash payments and bank transfers from guests and customers
- Safe keeping of cash
- Making and keeping records of hotel profits and expenditure
- Preparing files for the management.
George Residence
Front Desk Executive
02.2021 - 02.2022
Job overview
- Handling check-in and check-out of guests
- Handling reservations from all platforms used such as Airbnb, Expedia, Booking.com, Fresha etc
- Handling phone calls from both prospective and existing clients
- Responding to messages from social media platforms such as Instagram, Whatsapp and booking platforms
- Sending and responding to mails to and from clients as well as colleagues and management
- Handling payments received from guests such as cash payments, bank transfers, card payments and cryptocurrency
- Handling cash received from the organization for in-house purchases and keeping accurate records
- Handling Front Desk software, Horeca, for collating clients’ information and payments received for apartments fees as well as other services
- Handling complaints, orders and requests from in-house guests
- Handling viewing sessions for prospective clients
- Preparation of payment invoices for prospective and existing clients
- Preparation of financial daily reports with Microsoft Word, Excel etc.
George Residence
Front Desk Manager
02.2022 - 12.2022
Job overview
- Overseeing activities at the front desk such as proper handling of reservations, proper record for in-house purchases, proper communication between staff and client, etc
- Confirming payment invoices for presentation to prospective and existing clients
- Overseeing other departments (such as housekeeping, kitchen, security etc.) within the organization to ensure proper Standard of Operation are followed
- Confirming accurate financial records and reports are kept and sent
- Preparation of overtime report for salary review using Microsoft Excel.
George Residence
Guest Experience/Front Desk Manager
12.2022 - 09.2023
Job overview
- Overseeing all front office activities (reservation management, standard of operations, communication with guests, sales) Overseeing all Online Travel Agent (Airbnb, Expedia, booking.com, official website) activities – addition of promos to boost sales, supervising guest communications with the front desk including reviews and inquiries, etc
- Overseeing other departments (such as housekeeping, kitchen, security etc.) within the organization to ensure proper Standard of Operation are followed and Guest Experience is always pleasant
- Confirming accurate financial records and reports are kept and sent
- Including preparation and review of monthly financial and status reports for partners
- Preparation of overtime report for salary review
- Interviews and trainings for front desk and guest experience hires Regulation and update of front desk and guest experience activities on the company’s property management software – RMS.
Education
Homat Unique College Ikorodu, Lagos, Nigeria
High School Diploma
08.2014
Kings Institute Ikeja, Lagos, Nigeria
Diploma in Basic Leadership, Relationship and People Management, Kings Institute Academy
01.2014
ESAE University, Cotonou, Benin RepublicCotonou, Benin Republic
B.Sc. Mass Communication, ESAE, University from Mass Communication
08.2017
Wavecrest College of HospitalitySurulere, Lagos, Nigeria
from Hotel Management
05.2023
Skills
- Collaborative Teamwork
- Concierge Services
- Critical Thinking Abilities
- Sales and Upselling
- Exceptional Communication
- Brand Representation
- Guest Inquiry Resolution
- Client Relationship Management
- Guest Services Agent Training
- Reservation Management
- Documentation and Reporting
- Team Building and Supervision
- Computer Reservations Systems
- Budgeting and reporting
- Personnel training and development
- Complaint resolution
- Exceptional interpersonal communication
- Exceptional telephone etiquette
- Sales proficiency
- Background in Hotel Management and Hospitality
Achievements Publications
- A detailed publication and successful defense of the “Constraints on Journalistic practice in Government-owned media organizations in South-South Geo-Political zone of Nigeria”.
- Startup and successful run of my property management and concierge service business – The Rose Haven in October 2023.
- Successfully signed up two luxury serviced apartments in Banana Island, Lagos under the business making millions for both apartments since inception.
- Partnered with several property owners and concierge services with the advertisement and sale of over 100 serviced apartments in Lagos.
Extra Curricular Activities Interests
- Reading
- Listening to music
- Meditation
- Crime shows/movies
Personal Qualities
- Good interpersonal skill and ability to learn on the job.
- Computer literate.
- Fluency in oral and written communication.
- Ability to work effectively in a team and as an individual.
- Integrity and honesty.
- Diligent and goal-oriented.
- Good observation and analytical skill.
- Productive, ready to learn and ready to work.
- Excellent ability to multitask
- Excellent leadership skills
- Property Management.
References
Available on request.
Accomplishments
Successful start up and run of property management and concierge service business - The Rose Haven.
Sign up of two luxury serviced apartments in Banana Island - registration under OTAs and impressive revenue generation for partners.
Hiring, training and supervision of front desk/guest experience agents.
Collaborated with the incorporation of property management software - RMS for smooth front office management, revenue reports, etc.
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Guest Experience/Front Desk Manager
George Residence
12.2022 - 09.2023
Front Desk Manager
George Residence
02.2022 - 12.2022
Front Desk Executive
George Residence
02.2021 - 02.2022
Front Desk Clerk
Stella Holiday Inn
01.2019 - 01.2020
Kitchen Duties/Sanitation Committee
NYSC Orientation Camp
01.2018
English Studies Teacher
Methodist High School
01.2018 - 01.2019
Sales Executive
CONSAT TV
01.2015
Homat Unique College
High School Diploma
Kings Institute
Diploma in Basic Leadership, Relationship and People Management, Kings Institute Academy
ESAE University, Cotonou, Benin Republic
B.Sc. Mass Communication, ESAE, University from Mass Communication
Wavecrest College of Hospitality
from Hotel Management