Joseph Akwagiobe
Derby,United Kingdom
Overview
4
4
years of professional experience
7
7
years of post-secondary education
Work history
Night Manager
Hilton Legend Airport Hotel
Lagos, Nigeria
09.2022 - 04.2023
- Oversaw front desk employees to determine performance and delivery of quality services.
- Formulated and submitted summary reports to management.
- Coordinated with caterers, event planners and florists to facilitate smooth events.
- Recruited and trained staff regarding logistics, protocols and procedures.
- Reported suspicious activities to authorities and security department.
- Escorted VIPs to rooms whilst upholding company standards and star service.
- Assisted with check-ins, check-outs and reservations to support front office operations.
- Forged professional relationships with diverse customers and staff and provided fun and safe ambience.
- Conducted night audits to balance reports and reconcile cash drawers.
- Maintained safe and secure environment by monitoring signs of disruptive behaviour.
Front Office Supervisor / Assist Night Manager
Lagos Marriott Hotel Ikeja Lagos
Lagos, Nigeria
01.2022 - 09.2022
- Kept focused on critical components of operations to drive guest satisfaction.
- Encouraged mutual trust, respect and cooperation among team members.
- Collaborated with travel agents to respond to special requests for rooms and rates.
- Prepared revenue and occupancy forecasting to efficiently manage cash flow.
- Respond to guest cues on timely manner
- Check in and out of guest professional based on brand standard
- Run Night Audit and stand as the Hotel Manager at Night to solve all guests complains.
- Reconcile guest account with payment tallying consumption
At Your Service Supervisor (Pre-Opening)
Lagos Marriott Hotel Ikeja
Lagos, Nigeria
04.2021 - 12.2021
- Devised and implemented improvements to service procedures, improving customer satisfaction scores.
- Supported departmental budget governance for expenditures, materials and labour.
- Prepared rotas and assigned workloads to achieve service targets.
- Built firm but respectful relationships with staff, leading by example and providing continued encouragement for high levels of motivation and satisfaction.
- Used data-driven strategies to improve quality of customer interactions.
- Coached and mentored new team members to build high-performing team for optimum productivity.
- Analysed customer feedback and trends to drive process improvements.
- Take food Orders and make sure meals are delivered to guest on timely manner.
- Operate telephone switchboard station in order to answer telephone calls.
Auditor/Duty Manager
Four Points by Sheraton Sharjah
Sharjah, United Arab Emirate
05.2020 - 09.2020
- Trained front office staff in interaction best practices, boosting guest satisfaction survey scores.
- Completed weekly front office rota to guarantee optimal cover for operations.
- Actioned and resolved guest feedback to boost service quality.
- Liaised with auditors and prepared facilities to support successful audits.
- Oversees Night Operations Across all Departments
- Met health and safety guidelines to maintain compliant working environments.
- Wrote end of shift reports to facilitate service continuity.
- Handled guest complaints to protect brand reputation.
Guest Service Agent
Four point by Sheraton
Sharjah, United Arab Emirate
12.2018 - 05.2020
- Answered guest calls and resolved queries promptly and politely.
- Delivered first-class reception, food and beverage service across hotel facilities.
- Booked conference rooms for events and seminars.
- Answered and transferred calls to designated recipients.
- Proficiency in MS- Office, OPERA PMS, MICRO, VIKAS, VINGCARD, Orchid ID Scanners.
- Proficient in GXP, GPS, MARSHA. MGS Etc.
Education
Bachelor of Science - Business Administration
University of Lagos
Nigeria 04.2011 - 11.2017
Master of Science - International Business and Human Resource Management
University of Derby
Derby 09.2033 -
Skills
- Guest expectation management
- Employee training and development
- First class customer service
- Guest feedback management
- Front Office operations
- Hotel emergency procedures
- Employee performance management
- Basic Food Hygiene
- Dispute resolution
- Guest experience improvement
- Hotel administration
- Transformational leadership
- People management
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
Master of Science - International Business and Human Resource Management
University of Derby
09.2033 -
Night Manager
Hilton Legend Airport Hotel
09.2022 - 04.2023
Front Office Supervisor / Assist Night Manager
Lagos Marriott Hotel Ikeja Lagos
01.2022 - 09.2022
At Your Service Supervisor (Pre-Opening)
Lagos Marriott Hotel Ikeja
04.2021 - 12.2021
Auditor/Duty Manager
Four Points by Sheraton Sharjah
05.2020 - 09.2020
Guest Service Agent
Four point by Sheraton
12.2018 - 05.2020
Bachelor of Science - Business Administration
University of Lagos
04.2011 - 11.2017
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