Ntiamoah Nimako

• Led the successful pre-opening strategy for the Front Office department, including recruitment, training, and implementation of service standards.
• Developed and executed operational SOPs aligned with the hotel’s luxury service goals and Forbes-based standards.
• Collaborated with cross-functional teams (Housekeeping, Engineering, and People Services) to ensure seamless opening and guest readiness.
• Managed all front office operations, including reception, concierge, reservations, and guest services, ensuring exceptional guest experiences from day one.
• Oversaw the hiring, onboarding, and training of a 20+ member Front Office team, fostering a service-driven and collaborative culture.
• Monitored and optimized department performance metrics, such as guest satisfaction scores, arrival and departure efficiency, and problem resolution.
• Coordinated with IT and Finance teams to ensure the successful launch of property management systems and financial reporting tools.
• Created and managed department budgets and forecasts to align with pre-opening and post-launch operational goals.
• Served as a key point of contact during VIP arrivals and handled high-profile guest requests to ensure personalized service and satisfaction.
• Led daily pre-shift briefings and weekly department meetings to align the team on goals, guest feedback, and operational updates.
• Regularly analyzed performance metrics and implemented data-driven improvements to front office operations.
• Streamlined front office operations by implementing efficient systems and processes.

Director of Front Office (2.5 years)

• Led Front Office operations, including guest services, reservations, Valet, and VIP management.
• Developed and executed strategies to enhance efficiency and guest satisfaction.
• Managed a large team, focusing on leadership development, training, and performance management.
• Collaborated with executive leadership to drive revenue and operational success.

Complex Quality & Brand Manager (2 years)

• Expanded role to oversee quality assurance for multiple properties.
• Conducted audits and developed action plans for service improvements.
• Worked closely with department heads to align operations with brand standards.

Quality & Brand Manager (2 years)

• Oversaw brand compliance and service excellence across departments.
• Implemented and monitored Forbes Travel Guide and company service standards.
• Led training initiatives to uphold brand integrity and guest satisfaction.

Executive Assistant to Managing Director (1 year)

• Provided high-level administrative support to the Managing Director.
• Coordinated executive communications, meetings, and travel arrangements.
• Assisted in operational strategy development and project management.

Guest Relations Manager (1.5 years)

• Oversaw all aspects of VIP guest stays, ensuring seamless, personalized experiences from pre-arrival to post-departure. Developed tailored itineraries and exclusive offerings to enhance guest satisfaction.
• Amenity Program Development & Management: Designed and implemented a luxury amenity program that enhanced brand prestige and guest satisfaction, ensuring seamless coordination between departments for timely and flawless delivery.
• American Express FHR Liaison: Served as the primary contact for American Express Fine Hotels & Resorts travel agents, ensuring FHR guests received exclusive benefits and bespoke experiences aligned with program standards.
• Assisted team in handling and solving complaints and incidents, communicating results with corporate management.
• Guest Recovery & Service Excellence: Led service recovery efforts, resolving guest concerns with professionalism and efficiency while reinforcing brand standards and loyalty.
• Cross-Department Collaboration: Worked closely with Front Office, Housekeeping, Food & Beverage, and Concierge teams to ensure a synchronized and flawless guest experience.
• Training & Development: Provided guest service training to front-facing teams, reinforcing Forbes standards and enhancing overall service culture.
• Performance Analysis & Feedback: Monitored guest satisfaction metrics, including GSS scores and online reviews, using insights to implement service enhancements.

VIP Specialist (1 year)

• Managed VIP arrivals, departures, and personalized guest experiences.
• Coordinated special amenities, room preferences, and exclusive services.
• Maintained strong relationships with high-profile guests and ensured elevated service standards.

Guest Experience Agent (9 months)

• Provided personalized service and ensured seamless guest experiences.
• Assisted with check-ins, check-outs, and special requests.
• Addressed guest concerns and resolved service-related issues efficiently.

• Hired and organized Performers for Daily, Weekly, and Monthly Shows
• Organized staff incentives and vendor promotions for numerous events to raise revenue
• Recruited, hired, trained and supervised full-time and part-time employees
• Ensured that staff and customers meet the health & safety codes and liquor regulations were followed
• Maintained budget and employee records, prepare payroll, and pay bills, or monitor bookkeeping records
• Scheduled work hours for servers, kitchen staff, and Talent
• Maintained well-controlled business inventory with minimal losses by enforcing solid monitoring and management structures.
• Handled cash accurately and prepared deposits.