Emmanuel Akpa
Edinburgh,Scotland
Summary
Dedicated hospitality professional with strong interpersonal and problem-solving skills. Skilled in adapting to diverse guest needs while ensuring cleanliness and safety. Experienced in customer service and service sales, contributing to team success in high-volume environments. Committed to health and safety guidelines, maintaining a welcoming atmosphere, and supporting daily operations through effective communication and organisation.
Overview
2
2
Languages
1
1
Certification
18
18
years of professional experience
Work History
Public Area Attendant
Virgin Hotel
Edinburgh, Scotland
10.2023 - Current
- Implemented deep cleaning schedules for public areas, ensuring thorough sanitation and upkeep.
- Trained new staff on proper cleaning techniques and the use of cleaning chemicals safely.
- Coordinated with event planners to prepare and clean areas before and after public events.
- Liaised with maintenance department to address and follow up on repair needs in public spaces, ensuring optimal guest experience.
- Facilitated real-time communication with team members using radio devices for operational efficiency.
- Collaborated with the security team to report any suspicious activities or safety hazards observed during cleaning.
- Managed inventory of cleaning supplies, placing orders before depletion to avoid work interruptions.
- Recorded and reported lost and found items to management, facilitating secure return to owners and enhancing guest trust.
- Provided directions and information to guests, enhancing their experience and satisfaction.
- Guided guests to bathrooms and food areas, improving their convenience and overall satisfaction with the venue.
Principal Consultant
Thomas Odey consulting Firm
Jos, Nigeria
11.2017 - 12.2022
- Led project teams in timely delivery and execution of client engagements.
- Managed client portfolios, fostering strong relationships and ensuring high levels of satisfaction and retention.
- Developed strategic partnerships with key industry stakeholders to enhance business development opportunities.
- Optimised processes and organisation structures to facilitate maximum profitability.
- Improved organisational resource utilisation, better leveraging current resources and controlling excess expenditure.
- Handled complex problems and issues by understanding root causes and implementing solutions.
- Outlined detailed plans for improvement actions and its implementation.
Cash Officer
Zenith Bank Plc
Bauchi, Nigeria
07.2008 - 11.2016
- Processed daily cash transactions, accurately handling payments and issuing receipts to maintain financial integrity.
- Monitored cash levels in tills throughout the day, requesting additional change to support smooth transactions.
- Liaised with bank representatives for cash collection and deposits, ensuring accurate financial reporting through meticulous record-keeping.
- Arranged for receipt or payment of bulk cash for important customers to deliver highest quality of service.
- Conducted regular audits of cash handling activities, identifying improvement areas and implementing corrective actions to enhance processes.
- Trained new staff on cash handling procedures and customer service excellence to maintain high service standards.
- Resolved finance-related queries from customers and employees, effectively addressing complaints and concerns to improve overall satisfaction.
- Provided exceptional customer service, addressing enquiries and resolving issues with professionalism and patience.
- Developed and maintained effective relationships with customers, building trust and loyalty through excellent service.
- Verified cash balances in Currency Chest fortnightly for accurate reporting purposes.
- Saved Cash related reports daily and kept hard copies of all reports filed adequately for future reference.
- Organised delivery of sorted ATM fit notes to ensure accurate processing for delivery to CAC and Nodal Officer and remitted Soiled Notes to the RBI per organisational guidelines.
- Upheld strict confidentiality regarding customer transactions and personal information, in compliance with data protection regulations.
Education
Bachelor of Science - Sociology
Ahmadu Bello University
Zaria01-2005
Skills
- Deep cleaning
- Sanitation standards
- Inventory management
- Event preparation
- Customer service excellence
- Customer service
- Team collaboration
- Staff training
- Communication skills
- Time management
- Problem solving
- Process optimisation
- Relationship management
- Front desk oversight
Languages
French
Intermediate
B1
English
Proficient
C2
Accomplishments
- Streamlined workflow by consolidating lengthy processes and redundant documentation which resulted in more effective and timely completion of tasks.
- Developed and instituted employee training and retention initiative that reduced employee turnover by 80% within 6 months.
Certification
- (Diploma in Nursing and patient care.) Certified
- (CPR, AED and First Aid.) Certified
Hobbies and interests
- playing tennis
- listening to music
- being with family
Timeline
Public Area Attendant
Virgin Hotel
10.2023 - Current
Principal Consultant
Thomas Odey consulting Firm
11.2017 - 12.2022
Cash Officer
Zenith Bank Plc
07.2008 - 11.2016
Bachelor of Science - Sociology
Ahmadu Bello University