KENNETH MADU
30 DANIEL LOW TERRACE,NY
Summary
Accomplished Guest Service Manager at Thorntons Gas Station, adept in Operations Management and fostering staff development. Enhanced service quality through effective problem-solving and staff training, significantly increasing repeat business. Demonstrated exceptional communication skills, ensuring high guest satisfaction and team performance. Proven track record in implementing promotional strategies and maintaining financial accuracy. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
10
10
years of professional experience
Work History
Guest Service Manager
Thorntons Gas Station
01.2024 - Current
- Resolved guest complaints effectively, demonstrating empathy and problem-solving abilities.
- Attended to customer needs, responding to questions, complaints and escalations.
- Analyzed feedback from guest surveys, identifying areas for improvement and implementing necessary changes to enhance service quality.
- Increased repeat business by ensuring exceptional customer service and maintaining positive guest relationships.
- Managed team of staff, fostering a supportive work environment and enhancing overall performance.
- Oversaw daily cash handling procedures, ensuring accuracy in financial transactions while minimizing discrepancies or losses due to errors.
- Understood and implemented safety and emergency procedures.
- Monitored staff training, scheduling and shift changes.
- Developed and implemented promotional strategies to increase occupancy.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
Front Desk Manager
Crown Plaza Hotel
12.2014 - 12.2023
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Prepared weekly employee work schedules to meet operational needs.
- Entered and updated sensitive customer information during check-ins and room changes.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Mentored and trained new hires, fostering a supportive work environment that facilitated professional growth.
- Kept accounts in balance and ran daily reports to verify totals.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Managed front desk maintenance of client records and lab data.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Managed team schedules, ensuring adequate staffing levels for optimal front desk operations.
- Improved staff communication through regular meetings, leading to enhanced teamwork and overall efficiency.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Collaborated with housekeeping and maintenance departments to ensure rooms were ready in a timely manner.
- Coordinated with sales department to identify potential leads from incoming inquiries.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
Education
BBA - Business Management
Berkeley College
New York, NY06.2009
Skills
- Property Management Systems
- Staff Training and Development
- Guest accommodations
- Operations Management
- Staff Training
- Exceptional communication
Timeline
Guest Service Manager
Thorntons Gas Station
01.2024 - Current
Front Desk Manager
Crown Plaza Hotel
12.2014 - 12.2023
BBA - Business Management
Berkeley College