Endeavour Agbeze

• Oversee daily operations of the front office department, ensuring smooth check-ins and check-outs for guests, while providing exceptional customer service.
• Supervise, train, and mentor front office staff, ensuring adherence to hotel policies and procedures.
• Manage guest reservations, process payments, and handle any inquiries or special requests to ensure guest satisfaction.
• Coordinate with housekeeping, maintenance, and other departments to ensure all guest needs are met promptly.
• Implement and manage staff rosters, ensuring adequate coverage during peak periods and optimizing department efficiency.
• Address and resolve guest complaints or concerns promptly and professionally, aiming for a positive guest experience.
• Monitor front office performance metrics and report to senior management on department performance.
• Assist in developing and maintaining training programs for new front office staff to ensure high standards of service.
• Ensure compliance with hotel policies, safety standards, and legal regulations.
• Manage and maintain front office supplies, systems, and equipment, ensuring the department runs efficiently.

• Operational Oversight: Supervise night operations including front desk, security, and guest services
• Ensure smooth functioning of all departments and address issues as they arise
• Staff Management: Lead night staff, including front desk and security
• Conduct briefings, manage schedules, and provide support for optimal performance and policy adherence
• Financial Control: Oversee invoices from third-party companies
• Verify accuracy, handle discrepancies, and ensure timely payments
• Guest Relations: Address guest inquiries, concerns, and special requests efficiently, maintaining high satisfaction levels
• Security Management: Monitor security systems, ensure guest and property safety, respond to emergencies, and coordinate with authorities
• Reporting: Prepare nightly reports on operations, incidents, and guest feedback
• Analyze trends and provide recommendations to senior management
• Compliance and Standards: Ensure adherence to health, safety, and regulatory standards
• Maintain a clean, organized work environment
• Reconciliation: Perform nightly cash and credit reconciliations, addressing discrepancies and maintaining accurate records
• End-of-Month Reporting: Prepare end-of-month financial and operational reports
• Analyze data, identify trends, and provide recommendations to senior management
• Assistance to FOM and AFOM: Support the Front Office Manager and Assistant Front Office Manager with operational tasks, special deals, promotions, and guest inquiries.

• Assisted in the management of nightly operations, including overseeing front desk activities, monitoring security protocols, and ensuring guest satisfaction
• Provided leadership and support to night staff, including training, scheduling, and performance evaluations
• Implemented efficient procedures to streamline overnight processes, resulting in improved productivity and guest experiences
• Acted as a liaison between departments to address any issues or concerns that arose during the night shift
• Maintained accurate records of nightly transactions, including cash handling and room occupancy reports
• Guest in House rate check
• Reconciliation PM accounts
• Preparing the Night Reports
• Counting the daily cash and reconciling it with the 'Daily Cash Report'
• Uploading the reports to chain - system
• Preparing the Commission Report (Reconciliation between the Report and factual bookings thought the agencies)
• Assistance in roaster - preparing
• Uploading the crew - reservations
• Filling the 'Cashiering'
• Cash depositing into the bank
• Sending the reports to assigned employees
• Help to Night Auditor if required
• Assistance in SOP's changes
• Assistance to Finance Department

• Provided exceptional, personalized, and enjoyable customer service while upholding luxury standards to ensure every guest felt welcomed and valued
• Professionally and courteously handled all incoming calls, consistently aiming for total customer satisfaction
• Conducted efficient check-in and check-out procedures for guests, maintaining accurate records using our Property Management System (PMS), Opera
• Addressed guest inquiries and concerns in a positive and efficient manner, striving to exceed expectations
• Collaborated daily with departments
• Preparation of bookings for crew members
• Profile merging
• Preparation of amenities for incoming rooms according to guest requests
• (Arrivals detailed)
• Checking the rooms after the departure time
• Room assignments for long-stay reservations
• Reason of downgrading the position: moving to Australia and necessity to proof qualifications.

• Managed the daily operations of the front office, ensuring seamless check-in/check-out procedures and a superior guest experience
• Led, trained, and supported a team of front desk staff, ensuring optimal performance and adherence to hotel service standards
• Addressed guest inquiries, concerns, and special requests, providing timely and professional solutions to enhance guest satisfaction
• Supervised reservation management, overseeing room assignments, guest data accuracy, and billing procedures
• Coordinated with housekeeping and maintenance teams to ensure rooms were prepared to the highest standards prior to guest arrival
• Enforced hotel policies and procedures to ensure safety, security, and compliance with operational standards
• Analyzed guest feedback and online reviews, proactively identifying opportunities for service improvement
• Worked closely with various hotel departments (housekeeping, concierge, food & beverage) to facilitate coordinated service delivery
• Developed staff schedules and managed rostering, ensuring appropriate coverage for peak and off-peak times
• Provided direct assistance to the General Manager by carrying out special requests and supporting various administrative tasks as needed.

Work&Travel USA

• Facilitated the seamless execution of requests from immediate superiors, primarily the Food and Beverage (FB) Manager
• Managed appointments and ensured punctual visits, optimizing the guest experience
• Actively promoted and facilitated the sale of new memberships, contributing to the growth of the club's clientele
• Handled reservations for tables at the prestigious Shenandoah Dining Room, ensuring optimal seating arrangements for guests
• Provided prompt and attentive responses to guest inquiries, requests, and concerns, maintaining high levels of satisfaction
• Compiled comprehensive daily reports to track activities and ensure accountability
• Proactively tracked significant dates such as birthdays and weddings for club members, facilitating personalized experiences
• Assisted the FB Manager in the preparation and execution of banquet events, ensuring seamless operations and guest satisfaction

Luxury collection

• Supervised daily guest relations operations, ensuring exceptional service and high guest satisfaction levels
• Managed guest feedback and handled complaints, resolving issues in a timely and professional manner to enhance the overall guest experience
• Trained and mentored front desk staff and guest service representatives, fostering a customer-focused team environment
• Coordinated with various hotel departments (housekeeping, maintenance, food & beverage) to fulfill guest requests and ensure seamless service delivery
• Assisted with VIP guest services, ensuring personalized attention and an elevated level of service for high-profile visitors
• Developed and maintained relationships with repeat and long-term guests to encourage loyalty and repeat business
• Implemented guest feedback systems and analyzed reviews to identify areas for improvement, contributing to enhanced guest satisfaction and hotel ratings
• Collaborated with marketing and sales teams to design and promote packages and promotions aimed at attracting new guests
• Supervised the handling of guest reservations and ensured accurate billing processes
• Participation in the development and promotion of the hotel's content plan on the Instagram platform
• Had the privilege of working in the best Boutique Hotel in Russia under the guidance of an esteemed Chef Concierge, who was a member of the Les Clefs D'or Association

• Conducted nightly audits of guest accounts, ensuring accurate billing, charges, payments, and room rates, and generating end-of-day financial reports
• Processed guest check-ins and check-outs during overnight hours, handling reservations, room assignments, and any guest inquiries or issues
• Balanced and reconciled cash drawers, credit card transactions, and night shift revenue, ensuring financial integrity and accurate reporting
• Supervised the night shift team, ensuring staff compliance with hotel policies and providing training and guidance to maintain high service standards
• Addressed guest complaints and special requests, resolving issues efficiently to ensure guest satisfaction and loyalty
• Monitored security systems and coordinated with security staff to ensure hotel safety and respond to any emergencies or incidents
• Worked closely with housekeeping and maintenance teams to ensure rooms and facilities were ready for the next day's guests
• Assisted in preparing nightly reports for the General Manager and upper management, highlighting operational issues and opportunities for improvement
• Managed guest services during low-traffic hours, ensuring a smooth and seamless experience despite reduced staffing
• (Design Hotels Collection)

• Skilled in controlling product deliveries according to event riders, ensuring quality and timeliness
• Experienced in coordinating event details with clients, ensuring their expectations are met or exceeded
• Proficient in managing the agreed-upon time frames with customers, ensuring events run smoothly and on schedule
• Capable of supervising maintenance personnel to ensure venue readiness and impeccable presentation
• Experienced in conducting comprehensive briefings for staff, ensuring clear understanding of roles and responsibilities
• Banquet event serving
• Adherence to pre-function checklist during event preparation