Jovi Owumi
Farnborough,United Kingdom
Summary
Experienced Night Manager with a strong background in front-of-house operations, team leadership, and guest experience management across major hotel brands including Crowne Plaza, Holiday Inn and Atrium Hotel Heathrow. Proven ability to lead night teams, resolve escalated guest issues, conduct night audits, and maintain operational excellence. Known for improving service quality, enhancing guest satisfaction, and ensuring compliance with brand standards.
Overview
8
8
years of professional experience
4036
4036
years of post-secondary education
1
1
Certification
Work history
Night Manager
Atrium Hotel Heathrow
London
06.2025 - 11.2025
- Managing and monitoring the activities of all employees during the night shift
- Dealing with various complaints, problems, disturbances, special requests, and any other issues that may arise.
- Completing the night audit in a timely manner.
- Perform fire walks regularly and report irregularities to the relevant department head.
- Ensure the smooth running of the night team and the satisfaction of guests and visitors.
- Supervises the guest services representatives by leading, training, mentoring, evaluating and providing corrective feedback as needed
- Oversee the smooth operation of the front office department
- Assist colleagues as and when necessary
- Lead and coordinate all hotel night operations, ensuring consistent service delivery and adherence to procedures.
- Handle guest complaints and special requests, resolving issues efficiently to maintain guest satisfaction.
- Conduct full night audit and prepare daily management reports.
- Perform regular security and safety checks across all hotel areas.
- Supervise and support night team members, providing coaching and performance feedback.
Cluster Supervisor/Duty Manager
Aberdeen Altens Hotel and Aberdeen Dyce Hotel
Aberdeen
11.2022 - 06.2025
- Supervised daily shift processes ensuring all team members adhere to the standard operating procedures, are friendly and attentive to guest needs and services.
- Ensured outstanding customer service at all times
- Maintained a friendly, professional, cheerful and courteous demeanour at all times.
- Accurately answered inquiries from potential guests and accepted hotel reservations
- Consistently efficiently resolves guests' problems and complaints while demonstrating a sense of urgency.
- Responded to telephone and in-person inquiries regarding hotel information, reservation and guests' concerns in a timely fashion.
- Oversees the business center and ensures the area is clean and guest ready at all times.
- Adheres to company credit limit policies.
- Assists other departments in servicing guests.
- Takes responsibility in the absence of the front office manager.
- Oversaw daily shift activities ensuring adherence to SOPs and brand standards.
- Delivered exceptional guest service, resolving escalated concerns promptly.
- Handled reservations, guest inquiries and credit checks in line with hotel policies.
- Supported Front Office Manager and supervised team operations during peak periods.
- Maintained a clean and guest-ready business centre and lobby environment.
Night Manager
Crowne Plaza Aberdeen Airport Hotel and Holiday Inn Aberdeen Airport Hotel
11.2019 - 11.2022
- Facilitated the functioning of the guest services team by delivering expertise, resources and cultivating a positive team atmosphere.
- Supervised the guest services representatives by leading, training, mentoring, evaluating and providing corrective feedback as needed.
- Followed specified procedures to audit the shift closing of all front office staff, including personally closing shift three and completing an audit summary for all shifts.
- Carried out responsibilities as manager on duty during the night shifts, nightly reconciliation of room revenue and all other revenue sources
- Addressed all guests' concerns and delegated to staff as necessary
- Prepare and send out direct bill packets for hotel credit clients
- Reconciled hotel bank deposits to what was recorded in property management system
- Bookkeeping, accounting and auditing of numerical data to keep financial records complete and accurate at all times
- Provided maximum service quality to the guests
- Managed night operations including guest services, security checks and financial reconciliation.
- Led night audit process, prepared revenue summaries and ensured accuracy of financial records.
- Delivered coaching and mentoring for guest service representatives.
- Handled direct billing, deposit reconciliation and PMS reporting.
- Ensured maximum service quality and timely resolution of guest concerns.
Front Office Reception
Wembley International Hotel
08.2018 - 08.2019
- Ensured the front desk is ready for service; assists in supplies requisitions according to established procedures
- Assisted guests regarding hotel facilities in an informative and helpful way
- Coordinated and performed guest arrival, departure and cashiering tasks in accordance with hotel standards; provided genuine hospitality and recognition in the work area; adheres to hotel credit policies and procedures
- Opened, sorted and distributed incoming mail and provided progress reports
- Checked out departing guests in accordance with the established guidelines
- Strong time management and organizational skills, with the ability to manage multiple tasks and balance shifting priorities while maintaining confidentiality
- Proficient precise handling of guest issues; takes corrective action and/or reports to management for follow up
- Managed guest check-ins/outs and cashiering functions in line with hotel standards.
- Assisted guests with enquiries regarding hotel services and local information.
- Handled mail distribution, reporting and administrative tasks.
- Provided accurate resolution to guest issues while maintaining confidentiality.
Front Office Reception
Holiday Inn
02.2018 - 08.2019
- Analyzed, investigated and resolved guest complaints
- Opened, sorted and distributed incoming mail and provided progress reports
- Check out departing guests in accordance with the established standard
- Resolved guest complaints with professionalism and efficiency.
- Handled guest inquiries and resolved issues promptly to enhance overall customer satisfaction.
- Maintained accurate records of reservations and cancellations using hotel management software.
- Performed check-outs, mail processing and administrative duties.
- Demonstrated strong communication, organisation and time-management skills.
Education
MSc - International Tourism & Hospitality Management
Robert Gordon University
BSc - Geography
University of Ibadan
NigeriaSkills
- Night Audit & Financial Reconciliation
- Team Leadership & Staff Supervision
- Guest Relations & Complaint Resolution
- Front Office Operations
- Crisis & Emergency Management
- Operational Reporting & Compliance
- Reservation & Property Management Systems
- Process Improvement & Service Excellence
Interests
Reading, Gym, Travelling, Photography
Certification
- Scottish Innovative Student Award – Level 1
- Emergency First Aid at Work
- Proactive Coronavirus Action Training
- Fire Evacuation Training
REFERENCES
Will be provided on request
HOBBIES AND INTERESTS
Reading, Gym workout, Travelling, Photography
Timeline
Night Manager
Atrium Hotel Heathrow
06.2025 - 11.2025
Cluster Supervisor/Duty Manager
Aberdeen Altens Hotel and Aberdeen Dyce Hotel
11.2022 - 06.2025
Night Manager
Crowne Plaza Aberdeen Airport Hotel and Holiday Inn Aberdeen Airport Hotel
11.2019 - 11.2022
Front Office Reception
Wembley International Hotel
08.2018 - 08.2019
Front Office Reception
Holiday Inn
02.2018 - 08.2019
MSc - International Tourism & Hospitality Management
Robert Gordon University
BSc - Geography
University of Ibadan