JOHN RAPHEAL
Croydon
Summary
Experienced Front Office Manager with advanced knowledge of hotel operations. Skilled in HR management, effective communication, conflict resolution, and strategic planning. Proficient in financial management, tech-savvy, adaptable, and detail-oriented. Committed to delivering exceptional customer service while ensuring regulatory compliance.
Overview
6
6
years of professional experience
6
6
years of post-secondary education
Work History
Front office manager
Four points by Sheraton Gatwick
Horley, Surrey
12.2022 - Current
- Reviewed front office log books and guest feedback forms to identify areas needing improvement.
- Performed inspection of public areas and recommended improvements to appropriate departments.
- Completed weekly front office rota to guarantee optimal cover for operations.
- Prevented overspending by constantly monitoring budgets and payroll records.
- Generated reports and feedback for presentation to general manager.
- Maintained brand image by monitoring appearance, standards and performance of front office staff.
- Maximised front desk efficiencies by producing well-structured, comprehensive training manuals.
- Handled inventory control for front office and stationery supplies, reordering low stock items.
- Enhanced guest experience by anticipating needs and preferences, resulting in fewer complaints.
- Managed, trained and developed front office staff to consistently exceed individual performance KPIs.
Front office supervisor
Intelligent Suites
Port Harcourt/Nigeria
03.2021 - 09.2022
- Maintained hotel security by monitoring key control, using CCTV and security access software.
- Introduced incentive programme to achieve customer service best practice, boosting guest satisfaction levels by 79%.
- Developed and implemented guest engagement programme that boosted customer loyalty by 80%.
- Processed guest payments, including vouchers and online payments with 90% accuracy.
- Managed guest accounts with zero error, reviewing cashiers reports and verifying balances, banks and deposits.
- Responded to guest questions and enquiries, using hotel and local area knowledge to provide helpful recommendations.
- Oversaw 8 front desk agents in providing smooth and efficient service in compliance with hotel brand standards.
- Ensured smooth and efficient running of shift, delivering daily shift briefings to advise team of special events or VIP guests.
Hotel receptionist
Dotnova Hotels Ltd
Port Harcourt/Nigeria
07.2019 - 03.2021
- Scheduled and made reservations for guests using hotel and management software.
- Handled customer payments and updated reservations with oracle hospitality.
- Maintained tidy work area to support cleanliness and quality standards.
- Achieved 5-star reviews by delivering outstanding customer service.
- Greeted guests and facilitated check-in and check-out procedures.
- Collected and processed guest data in line with data protection regulations.
- Collaborated with housekeeping and maintenance to address needs of guests.
- Maintained clean, tidy reception areas, ensuring consistently positive first impressions.
Accountant
West African books publishers ltd
Abia state/Nigeria
07.2018 - 07.2019
- Created periodic reports comparing budgeted costs to actual costs.
- Prepared monthly bank reconciliations with 86% accuracy.
- Analysed monthly reporting to reconcile production operations and general ledger.
- Reviewed and processed employee expense reports and vendor invoices for payment.
- Analysed monthly balance sheet accounts for corporate reporting.
- Created quarterly and yearly balance sheets to track financial trends and performance.
- Maintained integrity of general ledger, including chart of accounts.
Education
Master of Business Administration - Administration
University for the Creative Arts
Epsom, Surrey 09.2022 - 11.2023
Higher National Diploma - Accounting
Federal polytechnic Nekede
Owerri/Nigeria 12.2011 - 08.2016
Skills
- Opera PMS
- Payroll cost analysis
- Staff engagement techniques
- Rota management
- Complaint resolution
- Revenue forecasting
- Hotel administration
- Customer service
- Attention to details
- Microsoft office
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Front office manager
Four points by Sheraton Gatwick
12.2022 - Current
Master of Business Administration - Administration
University for the Creative Arts
09.2022 - 11.2023
Front office supervisor
Intelligent Suites
03.2021 - 09.2022
Hotel receptionist
Dotnova Hotels Ltd
07.2019 - 03.2021
Accountant
West African books publishers ltd
07.2018 - 07.2019
Higher National Diploma - Accounting
Federal polytechnic Nekede
12.2011 - 08.2016
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