Chidera Odinakachukwu-Nwahiri
Odenton,MD
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Front Desk Supervisor
Courtyard by Marriott Hotel
Bowie, MD
01.2024 - Current
- Increased guest satisfaction by implementing innovative customer service initiatives and staff training programs.
- Managed hotel operations for seamless functioning, ensuring high levels of efficiency and guest satisfaction.
- Reduced operating expenses by negotiating with vendors and optimizing resource management.
- Enhanced the hotel''s online presence through targeted marketing campaigns and social media engagement.
- Implemented revenue management strategies to maximize room rates, occupancy levels, and overall profitability.
- Conducted regular staff performance evaluations, identifying areas for improvement and providing constructive feedback.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Regularly analyzed guest feedback data to identify and address areas where improvements could be made, resulting in consistently high customer satisfaction ratings.
- Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
Front Desk Agent/Sales Coordinator
FAIRFIELD INN & SUITES BY MARRIOTT BWI AIRPORT
03.2023 - 02.2024
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Monitor and maintain up-to-date on room availability and rates to maximize room revenue.
- Manage daily operational use of Front Desk Computer Systems; Property management System(PMS), FOSSE, Guest Experience(GXP), and Microsoft office etc.
- Handling all reservations bookings seamlessly, error free and obtaining accurate information.
- Reviewing and resolving guest billing accounts; resolving discrepancies, making adjustments when needed, processing payment, and managing overages and shortages
- Providing all guests with exceptional guest service during their stay and actively resolving complaints quickly and efficiently.
- Managed room inventory effectively, ensuring optimal occupancy rates and revenue generation.
- Collaborated with housekeeping staff to maintain cleanliness standards in the lobby and common areas.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
- Maintained clean and organized front desk areas to uphold polished company image.
- Increased sales revenue by establishing strong relationships with clients and identifying new business opportunities.
Marketing Manager
TRUE MILLENIAL MARKETING AGENCY
02.2022 - 01.2023
- Increased brand awareness by developing and implementing strategic marketing campaigns.
- Boosted sales performance through creation of engaging promotional materials and targeted advertising strategies.
- Analyzed market trends to identify new opportunities, adjusting marketing plans accordingly for maximum effectiveness.
- Implemented data-driven marketing strategies, utilizing analytics tools to track campaign success and refine tactics as needed.
- Spearheaded product launches, collaborating with product development teams to create comprehensive go-to-market strategies that drive sales growth.
- Established strong relationships with media outlets through regular outreach efforts, securing valuable press coverage for company news and events.
- Established, initiated and optimized business development strategies based on company targets, product specifications, market data, and budget factors.
- Executed comprehensive marketing plans that consistently achieved targets for increased revenue.
Night Auditor
SLEEP INN & SUITES
03.2021 - 01.2022
- Enhanced guest satisfaction by efficiently managing night audit tasks and resolving issues promptly.
- Streamlined check-in and check-out process for guests, ensuring smooth experience during overnight hours.
- Maintained accurate financial records by diligently balancing daily revenue reports and identifying discrepancies.
- Provided exceptional customer service to overnight guests, addressing inquiries, and offering assistance as needed.
- Upheld hotel security by vigilantly monitoring CCTV footage and conducting periodic property walkthrough.
- Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
- Ensured compliance with company policies and local regulations through meticulous record-keeping of nightly transactions.
- Handled emergency situations calmly and professionally, keeping guest safety as top priority at all times.
- Coordinated with housekeeping staff to address any overnight room maintenance requests or special accommodations needed.
- Promoted positive work atmosphere by maintaining high levels of professionalism, enthusiasm, and commitment to guest satisfaction during overnight shifts.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Called guests requiring wake-up calls within two minutes of scheduled call, constantly maintaining positive, and welcoming.
Bookkeeper
SEED INC LAYC
05.2020 - 02.2021
- Improved financial accuracy by reconciling accounts and identifying discrepancies in financial records.
- Enhanced cash flow management through timely invoicing and collection of outstanding receivables.
- Maintained accurate records of all transactions, ensuring compliance with company policies and applicable regulations.
- Implement more efficient filing system for financial documents, improving accessibility and organization.
- Contributed to development of annual budgets by providing input on historical expenses and anticipated future costs.
- Monitored incoming payments from clients, ensuring prompt application of funds against outstanding invoices.
- Maintained and processed invoices, deposits, and money logs.
- Tracked expenses and income for businesses while organizing and maintaining bank statements for checking accounts.
Sales Associate
GIANT FOOD
01.2018 - 04.2020
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing welcoming store environment.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Provided personalized shopping experiences for repeat customers by remembering their preferences and offering tailored recommendations.
- Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.
- Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Engaged with customers to build rapport and loyalty.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Listened to customer needs and desires to identify and recommend optimal products.
Education
High School Diploma -
Bladensburg HS
Bladensburg, MDAssociate degree - Health Science
Prince George’s Community College
Largo, MDSkills
- Revenue Optimization (Advanced)
- Marriott PMS System
- Marriott Global Source
- Cross-functional Collaboration
- Effective Communication
- Critical thinking
- Hospitality service expertise
- Guest accommodations
- Time Management
- Problem-solving aptitude
- Decision-Making
- POS System Operation
- Front Office Management
- Customer Service Management
Accomplishments
- I achieved the role of being a Marriott Bonvoy Connector while working at Fairfield Inn & Suites BWI Airport. The role supports the strategic direction and growth of enrollment.
Certification
- SSGI (Six Sigma Global Institute) Scrum Qualified Master Certification and Training Program
Timeline
Front Desk Supervisor
Courtyard by Marriott Hotel
01.2024 - Current
Front Desk Agent/Sales Coordinator
FAIRFIELD INN & SUITES BY MARRIOTT BWI AIRPORT
03.2023 - 02.2024
Marketing Manager
TRUE MILLENIAL MARKETING AGENCY
02.2022 - 01.2023
Night Auditor
SLEEP INN & SUITES
03.2021 - 01.2022
Bookkeeper
SEED INC LAYC
05.2020 - 02.2021
Sales Associate
GIANT FOOD
01.2018 - 04.2020
High School Diploma -
Bladensburg HS
Associate degree - Health Science
Prince George’s Community College
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