Jeffrey Mensah
Dansoman,Accra
Summary
Dynamic professional with a proven track record within several industries, enhancing guest satisfaction through exceptional customer relations and workflow optimization. Uses leadership and strong communication skills to foster a collaborative team environment. Proficient in staff training, conflict resolution, financial tracking and reporting, ensuring operational excellence.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Front Office Manager
Ascend Hotel Collection
02.2022 - 12.2024
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
- Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
- Managed daily room inventory to maximize occupancy rates and revenue generation.
- Updated guests' profiles systematically incorporating preferences and feedback for providing personalized experiences during future visits.
- Streamlined check-in and check-out processes for faster service, resulting in higher guest satisfaction scores.
- Created, prepared, and delivered reports to various departments.
- Analyzed performance metrics to identify areas of improvement in front office operations, implementing changes for better efficiency.
- Implemented staff training programs, improving employee performance and team cohesion.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Ensured revenue maximization through better sell-out management concept.
- Put incentive programs in place to motivate employees.
- Managed and controlled employee payroll to avoid unnecessary overtime.
- Analyzed relocation costs on sold out nights.
Manager of Operations
Aldi Foods
10.2017 - 12.2021
- Ensured smooth day-to-day operations of the store, including the opening and closing of the store.
- Supervised entire staff, including cashiers, stockers, and departmental heads.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Ensured that all operational procedures were being followed correctly (e.g., stocking, cleaning, safety protocols).
- Oversaw facility maintenance activities to ensure optimal performance of equipment and infrastructure elements.
- Identified and resolved unauthorized, unsafe, or ineffective practices by ensuring that all operational procedures are being followed correctly (e.g., stocking, cleaning, safety protocols).
- Successfully managed budgets, consistently meeting financial targets while maintaining high-quality standards.
- Provided ongoing staff training, including customer service, safety standards, and operational procedures.
- Handled employee issues/grievances, performance reviews, and conflicts.
- Hired, trained, and onboarded new employees, set work schedules and assigned tasks.
- Streamlined operational processes by implementing efficient workflow management tools and strategies.
- Oversaw inventory levels, ordering, and receiving shipments.
- Monitored stock levels and the organization and rotation of stock (FIFO – First In, First Out)to ensure fresh products are always available for customers.
- Prepare regular reports on sales, inventory, staffing, and other key performance indicators and used the data to identify trends, forecast needs, and make decisions about staffing, inventory, and store layout.
- Presented findings and recommendations to upper management.
General Manager
Pryce Levenson Corporation - Transport Division
03.2014 - 09.2017
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Promoted optimization of fleet performance through increased efficiency and reduced cost of fleet operations.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Developed and implemented employee training programs and managed employee time and payroll.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Responsible for all logistics including fleet planning, maintenance, backlog, inventory and personnel management.
- Handled all delivery scheduling, billing, payments and payment disputes.
- Optimized supply chain logistics, ensuring timely delivery of products and significantly increasing customer satisfaction.
Front Office Manager
Hilton Hotel & Suites
05.2010 - 03.2014
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Led and motivated management staff to meet and exceed budget expectations.
- Ensured accountability from management staff in their respective departments.
- Developed effective communication channels within the team to improve decision-making processes and problem-solving abilities.
- Ensured revenue maximization through better sell-out management concept.
- Implemented incentive programs to motivate employees.
- Reviewed and resolved guest complaints in a timely fashion via the Satisfaction and Loyalty Tracking (SALT) scores. (A guest satisfaction measuring tool)
- Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
- Maintained a clean and organized work environment, promoting a professional image of the hotel to guests.
- Analyzed performance metrics to identify areas of improvement in front office operations ad implemented necessary changes for better efficiency.
Assistant Front Office Manager
Hilton Hotel & Suites
07.2006 - 05.2010
- Spearheaded the recruitment, training, developing, coaching and scheduling, of all front desk agents including PBX operators, night audit staff, concierge lounge, drivers, bell and door persons, ensuring a strong team of well-trained employees.
- Balanced daily cash transactions, accurately maintaining financial records for the front office department and resolving any guest billing issues in a timely manner.
- Doubled as the Night Manager, in charge of the entire property in the absence of the General Manager.
- Served as floating manager-on-duty, MOD, to cover shift shortage.
- Collaborated with housekeeping and maintenance departments to ensure room availability and quality standards.
- Spearheaded initiatives that improved overall communication between different departments within the hotel property.
- Encouraged and mentored employees to boost performance and remove process inefficiencies.
Assistant Front Office Manager
Hilton Hotel & Suites
04.2005 - 06.2006
- Assisted in the recruitment process for front office staff, ensuring a strong team of well-trained employees.
- Assisted in training, developing, coaching, firing and scheduling of all front desk agents including PBX operators, night audit staff, concierge lounge staff, drivers, bell and door persons.
- Balanced daily cash transactions, accurately maintaining financial records for the front office department and resolving any guest billing issues in a timely manner.
- Doubled as the Night Manager, in charge of the entire property in the absence of the General Manager and served as floating manager-on-duty, MOD, to cover shift shortage.
- Organized weekly team meetings to address challenges, review progress, and set goals for continuous improvement.
- Ensured accurate billing procedures were followed consistently by front desk staff members.
Education
Bachelor of Arts - Economics
University of Ghana
Accra, Ghana06-2000
Skills
- Hospitality services
- Operations management
- Workflow optimization
- Customer relations
- Staff training and development
- Sales and marketing
- Conflict management
- Time and Team Management
- Financial tracking and reporting
- Exceptional communication
- Effective multitasking
- Microsoft Office Suite
Accomplishments
- Sourced and secured large client accounts with Verizon and Avianca Airlines.
- Increased total revenue by approx. $250.000 – 75%.
- Increased RevPAR by almost 17%.
- Increased occupancy rate by over 21% and grew return guests percentage from 6% - 21% as a result of aggressive Guest Service initiatives.
- Completely eliminated credit card charge backs by pursuing due diligence from a monthly average of $ 1,700.
- Completely eliminated guest assistance intervention fees by responding to and closing all guest assistance files in a timely manner.
Certification
• Hilton Honors Management Training
• Embassy Suites/Homewood Suites - My Way Management Training
• Customer Relations Management - Day in the life Training
• Homewood Suites - Extended Stay - Front Desk Sales Training
• E-Checkin and Suite Selection Course - Homewood Suites
• Homewood Suites ipod training
• OnQ PM 5.15 Accounts receivable
• OnQ PM 5.15 – Basic Skills
• E Sales – Delphi Hotels
• E Sales – Non Interfaced Hotels
Languages
English
Native or Bilingual
Twi
Native or Bilingual
Ga
Native or Bilingual
Timeline
Front Office Manager
Ascend Hotel Collection
02.2022 - 12.2024
Manager of Operations
Aldi Foods
10.2017 - 12.2021
General Manager
Pryce Levenson Corporation - Transport Division
03.2014 - 09.2017
Front Office Manager
Hilton Hotel & Suites
05.2010 - 03.2014
Assistant Front Office Manager
Hilton Hotel & Suites
07.2006 - 05.2010
Assistant Front Office Manager
Hilton Hotel & Suites
04.2005 - 06.2006
Bachelor of Arts - Economics
University of Ghana
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