Summary
Overview
Work history
Education
Skills
Timeline
BusinessAnalyst

Sharon Agyei

Summary

A highly motivated and results-oriented professional with extensive experience in client services, front-of-house operations, and team leadership across corporate and hospitality sectors. Holding a 1st Class LLB Law degree, I possess exceptional analytical, organisational, and communication skills, enabling me to effectively manage complex responsibilities, maintain high service standards, and optimise operational efficiency.


Throughout my career, I have demonstrated a strong ability to deliver outstanding client experiences, resolve challenges proactively, and foster positive stakeholder relationships. My expertise extends to managing reception and guest services in corporate environments, overseeing administrative processes, and ensuring seamless front-of-house operations. Proficient in Microsoft Office Suite, OPERA, and retail-specific systems, I am adept at leveraging technology to enhance efficiency and service delivery.


Recognised for my professionalism, adaptability, and commitment to excellence, I thrive in fast-paced, client-focused settings where attention to detail and strategic problem-solving are essential. I am now seeking an opportunity to apply my skills in a dynamic organisation where I can contribute to operational success, drive service improvements, and support business objectives.

Overview

7
7
years of professional experience
3
3
years of post-secondary education

Work history

FRONT OFFICE ASSOCIATE

THE ADRIA
London, England
03.2025 - Current
  • Guest Interaction: Greet and welcome guests with a friendly and professional demeanour, handle check-ins and check-outs efficiently, and address guest inquiries, concerns, and complaints promptly.
  • Reservation Management: Assist in managing guest reservations, both online and over the phone, ensuring accuracy and adherence to LQA standards.
  • Coordination: Coordinate with housekeeping and maintenance to ensure rooms are ready for new arrivals and resolve any issues promptly.
  • Customer Service: Administer superior customer service to all guests, ensuring a positive and memorable experience.
  • Information and Assistance: Provide information about hotel services, amenities, and local attractions, helping guests organize their stay.
  • Problem Solving: Handle emerging issues clients face, utilizing problem-solving skills.

CORPORATE RECEPTIONIST

ST JAMES FACILITIES
London, England
08.2024 - 03.2025
  • To take full ownership and accountability of the reception and all associated areas, ensure that they are always kept in the best possible order, and liaise with cleaners, facilities, engineers, and other departments as deemed necessary
  • Ensure the manual, occupiers' procedures, and phone database are up to date
  • Delivering of monthly and weekly reports and appropriate FOH data as and when required
  • First point of contact for all guests, visitors, occupiers, and clients to the building, as outlined in the St James Guide
  • Dealing with all questions and queries
  • Responsible for meeting and greeting all guests and visitors into the building and providing them with exceptional service
  • To receive/answer calls promptly and efficiently, identifying the callers' requirements and transferring calls as appropriate
  • Manage difficult calls and/or distressed callers calmly and professionally
  • Where appropriate, reporting of accidents or incidents
  • Adhering to policies and procedures, code of conduct and to be fully conversant with the emergency procedures in relation to Health & Safety issues

NIGHT GUEST SERVICE ASSISTANT

Z HOTELS
London, England
05.2023 - 08.2024
  • Proven experience in handling customer queries and providing excellent customer
  • Proficiency in using hotel management software and basic computer applications for tasks
  • Exceptional verbal and written communication skills
  • Great understanding of the hotel's policies and services to sell the hotel's amenities effectively
  • Check in guest arrivals and check out guest departures using the OPERA system
  • Issue keys to guests, process cash and card payments using the Hotel software system and PDQ machine
  • Ensue all administration and night audit reports are completed to the hotel and departmental standards
  • To make additional charges to guest and conference accounts, using the Hotel's software system
  • To be responsible for the welfare and safety of all guests staying at the Hotel while on shift
  • To bring any security concerns to the attention of the Duty Manager
  • Responsible for monitoring access to the hotel, handling check-ins and check-outs, ensuring that only authorized individuals enter or exit during the night
  • To conduct security floor walks throughout the night
  • Acting as the Fire Warden and creating and maintaining fire evacuation records and procedures for all occupants
  • Managed and operated a multi-line telephone system, efficiently handling inquiries and directing calls
  • Provided excellent customer service by anticipating and responding to guest needs
  • Trained and mentored new customer service agents in airline procedures and customer service best practices
  • Developed customer service scripts to ensure consistent customer service across all customer service channels

TEAM LEADER

WAITROSE & PARTNERS
Canterbury, Kent
05.2020 - 05.2023
  • Helped customers to ensure they found what they needed in the store and offered alternatives like online ordering where possible
  • Resolving customer complaints to reduce the amount of refunds being made and retain customers who were thinking of leaving
  • Handled register transactions with accuracy and attention to detail, and upheld store return policy in challenging situations
  • Providing a friendly and helpful service to customers
  • Maintaining high standards of presentation and cleanliness across the store
  • Demonstrating useful product knowledge to customers on key promotions and offers
  • Approaching customers that may require assistance if you are on the shop floor
  • Conducting stock replenishment

STORE ASSISTANT

ZARA
London, England
07.2018 - 08.2019
  • Working as part of a shop floor team reporting directly to the retail manager
  • Responsible for maximising sales through proactive selling, and for providing an excellent customer service to retail customers
  • Ensuring shop floor was kept in immaculate condition and displays were maintained to highest level
  • Welcoming staff and providing confident and knowledgeable advice
  • Processing cash and card transactions
  • Daily reporting to the retail manager
  • Cleaning, tidying and carrying out stock rotation for next day
  • Have clientele knowledge and able to build relationships easily
  • Always looking for innovative ways to generate customer enquiries
  • Strong commercial awareness
  • Possessing comprehensive brand and retail industry knowledge
  • Tactfully resolving customer disputes
  • Encouraging customers to sign up for store cards
  • Able to do tedious and repetitive tasks such as sticking on sale labels, security tagging
  • Computer literate and knowledge of specialist retailing software
  • Extensive knowledge of shop security measures
  • Able to maintain high visual retail standards
  • Can accurately cash up a day's sales

Education

LLB - LAW

CANTERBURY CHRIST CHURCH UNIVERSITY
Canterbury
09.2019 - 06.2022

Skills

  • Communication
  • Organisation
  • Flexibility
  • Teamwork
  • Attention to detail

Timeline

FRONT OFFICE ASSOCIATE

THE ADRIA
03.2025 - Current

CORPORATE RECEPTIONIST

ST JAMES FACILITIES
08.2024 - 03.2025

NIGHT GUEST SERVICE ASSISTANT

Z HOTELS
05.2023 - 08.2024

TEAM LEADER

WAITROSE & PARTNERS
05.2020 - 05.2023

LLB - LAW

CANTERBURY CHRIST CHURCH UNIVERSITY
09.2019 - 06.2022

STORE ASSISTANT

ZARA
07.2018 - 08.2019

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Sharon Agyei