Oyindamola Marylene Olatunji
Nairobi
Summary
Dynamic and dedicated hospitality professional with over 4years of experience in guest services and hotel operations. Proven track record of enhancing guest satisfaction and leading teams to achieve excellence in service delivery. Exceptional communication skills, with a strong ability to manage diverse customer relationships.
Overview
4
4
years of professional experience
1
1
Certification
Work History
GUEST EXPERIENCE SUPERVISOR
Minor Hotels Oaks Ibn Battuta
11.2021 - 11.2023
- Part of rebranding and Relaunch Team
- Handle all reservations, check ins and check outs efficiently
- Demonstrate indepth knowledge of the hotel including room rates and details, hotel services and facilities, promotion and the local area
- Manage booking queries and all other enquiries
- Compute bills and process payments
- Headed the guest relations within the front office department and resolving guest complaints and enquiries
- Ensure maximum satisfaction through guest recognition
- Training new staff intake and supervising making sure standards are followed
- Welcome all VIPs and special guests
- Coordinate with other departments to prepare special amenity and requests
- Handle guests enquiries in a courteous and efficient manner and report guests complaint to supervisors if no immediate solution can be found and ensure follow up with the guest
RECEPTIONIST
Oaks Ibn Battuta Gate Hotel
07.2020 - 07.2021
- 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.
GUEST RELATION
Movenpick Ibn Battuta Gate
10.2019 - 06.2020
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Streamlined check-in process for improved efficiency and reduced wait times.
- Collaborated with hotel departments to ensure seamless guest experiences during their stay.
- Boosted online ratings by actively soliciting guest feedback and implementing improvements based on their suggestions.
Education
BACHELOR OF ARTS - MAJOR IN DRAMATIC ART
01.2016
Skills
- Excellent communication and networking skills
- Team Leadership and Training
- Proficient in MS Office Suite and Hotel Management Software(Opera)
- Strong Problem solving ability with a focus on guest satisfaction
- Operations Management
- Delivering quality results
Profileinfo
An experienced front of the house executive enthusiastic about constantly developing my skills. I am self-motivated and passionate as I have an excellent track record of efficiency and effectiveness in managing communications and guest relationships., Excellent communication and networking skills, Successful working in a team environment, as well as independently, The ability to work under pressure and multi-task, The ability to follow instructions and deliver quality results, IT skills: OPERA (PMS), MICROS
Certification
Certified Human Resource Professional and Manager (CHRP/ CHRM)
Timeline
GUEST EXPERIENCE SUPERVISOR
Minor Hotels Oaks Ibn Battuta
11.2021 - 11.2023
RECEPTIONIST
Oaks Ibn Battuta Gate Hotel
07.2020 - 07.2021
GUEST RELATION
Movenpick Ibn Battuta Gate
10.2019 - 06.2020
BACHELOR OF ARTS - MAJOR IN DRAMATIC ART
Certified Human Resource Professional and Manager (CHRP/ CHRM)
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