Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Gloria Asiamah

Bronx,NY

Summary

Dynamic Guest Service Agent with a demonstrated history of enhancing guest satisfaction and driving operational efficiency at Oak Plaza Suites. Achieved notable revenue growth through exceptional interpersonal skills and expertise in property management systems. Proficient in conflict resolution and dedicated to prioritizing guest safety and satisfaction, fostering a welcoming environment for all guests.

Overview

12
12
years of professional experience

Work History

Guest Service Agent

Oak Plaza Suites
Kumasi, Ghana
01.2020 - 08.2023
  • Greeted walk-in and phone guests, determining interests and needs.
  • Acquire extensive knowledge of the hotel, the nearby venues, and businesses to make the most suitable recommendations.
  • Assisted guests in answering questions and completing check-in and check-out processes.
  • Respond to guest enquiries and finding appropriate solutions to complains
  • Understand quest needs and providing them with customized solutions, suggesting activities and facilities provided by the hotel
  • Answer the phone and make reservations Manage phone calls, mail, luggage and deliveries
  • Perform general administrative,secretarial or reception functions
  • Run errands to assist guests when requested
  • Arrange transportation and social visits upon visitor request
  • Provide information and recommendations on local features, attractions, shopping, restaurants, dining, entertainment, nightlife, and recreation
  • Making dinner/event reservations for guests
  • Securing tickets for events for guests
  • Arrange events, excursions and transportations etc upon request from hotel residents
  • Manage guest requests for housekeeping and/or maintenance
  • Develop network and keep records of contacts, service providers and businesses within their communities to serve guests
  • Maintain the lobby cleanliness and professional appearance
  • Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
  • Responded to guests, including email, telephone, and in-person inquiries.
  • Directed front desk operations with focus on hotel reputation, staff productivity and operational efficiency.
  • Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
  • Streamlined daily operations, including check-in and check-out processes, to increase efficiency, and satisfaction.
  • Maintained accurate records of all transactions for auditing purposes.
  • Offered guests beverages and refreshments upon check-in.
  • Initiated preventive maintenance programs such as replacing light bulbs or minor repairs when needed.
  • Detailed all policies and procedures, including safety information to guests upon hotel check in.
  • Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
  • Provided information regarding room availability and rates to potential customers.
  • Shared key hotel information to guests and provided details about pool and restaurants.
  • Managed customer complaints and rectified issues to complete satisfaction.
  • Participated in training seminars related to hospitality industry trends.
  • Maintained client accounts by obtaining, recording and updating personal and financial information.
  • Monitored the performance of housekeeping staff ensuring high level of service quality is maintained.
  • Provided guest assistance and information regarding local attractions and points of interest.
  • Established knowledge of local restaurants, historic sites, nightlife and shows so that such information could be given to interested guests.
  • Reviewed safety, health and sanitation processes throughout areas and enforced rules to promote security and safety.
  • Maintained an up-to-date knowledge of all hotel services, amenities, promotions, packages and special events.
  • Worked with room service, housekeeping, maintenance and security to meet all guest needs.
  • Arranged for tours and expeditions, setting accommodations, transportation, equipment and medical personnel availability.
  • Investigated guest complaints and utilized critical thinking to foster expedient resolution.
  • Provided directions to various locations within the city as requested by guests.
  • Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
  • Developed lasting relationships with guests that built loyalty and drove hotel revenue.
  • Scheduled reservations for groups such as meetings, conferences or weddings.
  • Handled payment processing and provided customers with receipts and proper bills and change.
  • Balanced hotel accounts at end of each shift.

Call Center Representative (ECG)

eServices Africa Limited
Accra, Ghana
07.2015 - 05.2017
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
  • Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
  • Attended regular training sessions on updates and changes within the industry or organisation.
  • Stayed current on services for enhanced customer satisfaction.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
  • Participated in daily huddles with team members in order to discuss common goals and objectives.
  • Managed customer expectations by clarifying needs, identifying options, and offering suitable solutions to customer issues.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Navigated through computer systems to review information and respond appropriately to callers.
  • Maintained high levels of professionalism while interacting with customers via phone or email.
  • Utilized knowledge base to answer inquiries from customers quickly and effectively.
  • Prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Maintained detailed records of customer interactions and transactions for future reference.
  • Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Handle customer enquiries and concerns via phone calls with high enthusiasm and empathy
  • Accurately record and report customer issues using provided system
  • Calming angry customers with tact and professionalism
  • Empathizing with customers
  • Timely follow up on customer escalated complains
  • Contribute to team effort by accomplishing related results as needed
  • Work with customer relationship manager to ensure proper customer service is being delivered
  • Worked effectively in team environments to make the workplace more productive.

Call Center Representative (Vodafone Call Center

Teletech Ghana Ltd.
Accra, Ghana
07.2011 - 10.2014
  • Responded to customer inquiries and complaints via email, chat, and phone.
  • Leveraged computer systems to manage heavy call traffic.
  • Resolved customer concerns using innovative solutions.
  • Adhered to standardized scripts during interactions.
  • Managed policy updates effectively.
  • Enhanced satisfaction by delivering support across multiple channels.
  • Launched new products to the customer base.
  • Communicated promotions and special offers to customers.
  • Provided solutions to fundamental customer issues.
  • Resolved escalated customer concerns by ensuring consistent follow-through for effective solutions.
  • Delivered prompt and precise details regarding products and services to customers.
  • Record comprehensive details of customer interactions in CRM system.
  • Maintained high levels of professionalism while interacting with customers via phone or email.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
  • Attended regular training sessions on updates and changes within the industry or organization.
  • Resolved customer complaints in a timely manner to ensure customer satisfaction.
  • Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Maintained detailed records of customer interactions and transactions for future reference.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
  • Provided accurate information regarding products and services while upselling additional products when appropriate.
  • Navigated through computer systems to review information and respond appropriately to callers.
  • Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
  • Identified opportunities to upsell additional products or services when appropriate.
  • Engaged actively with callers, confirming or clarifying information and diffusing anger.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.

Education

Certificate - Customer Interaction

Ghana Technology University College
Ghana
01-2014

Bachelor of Art Degree - Political Science

University of Ghana, Legon
Ghana
06-2008

BBA - Certificate of Participation

Synergy Global
Ghana

Skills

  • Excellent oral and written communication skills
  • Hotel amenity information
  • Registration management
  • Friendly and patient
  • Ability to exercise good judgement
  • Strong decision-making abilities
  • Strong work ethic
  • Ability to follow standard procedures
  • Ability to multitask
  • Ability to manage time effectively
  • Attention to details
  • Able to prioritize tasks
  • Understanding and empathetic
  • High sense of urgency and responsibility
  • Ability to work in fast-paced environment
  • Fast learner
  • Adaptable to changes
  • Excellent interpersonal skills
  • Good team player
  • Good organizational skills
  • Check-in and Check-out procedures
  • Guest communication
  • Concierge services
  • Conflict management
  • Issue resolution
  • Writing and verbal communication
  • Account management
  • Meeting room setup
  • Security awareness
  • Fluent in English langauge
  • Effective planning
  • Listening skills
  • Patience and composure
  • Housekeeping coordination
  • Guest safety
  • Client relationship management
  • Cash management
  • VIP guest services
  • Special requests handling
  • Baggage assistance
  • Guest relations
  • Payment collection
  • Reservation management
  • Property management systems
  • Team player mentality
  • Data entry proficiency
  • Information confidentiality
  • Timely complaint resolution
  • Proficient in Customer Reporting System
  • Guest account management
  • Guest conflict resolution
  • Cash handling experience
  • Analytical mastery
  • Invoice processing
  • Strong interpersonal skills
  • Transportation arrangements
  • Administrative skills
  • Room assignment
  • Guest inquiry resolution

References

WILL BE PROVIDED UPON REQUEST

Timeline

Guest Service Agent

Oak Plaza Suites
01.2020 - 08.2023

Call Center Representative (ECG)

eServices Africa Limited
07.2015 - 05.2017

Call Center Representative (Vodafone Call Center

Teletech Ghana Ltd.
07.2011 - 10.2014

Certificate - Customer Interaction

Ghana Technology University College

Bachelor of Art Degree - Political Science

University of Ghana, Legon

BBA - Certificate of Participation

Synergy Global

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Gloria Asiamah