Jennifer Sodokeh
Accra
Summary
Personable and organised candidate with strong communication skills and a positive attitude. Possesses knowledge in customer service and hospitality software, including proficiency in handling reservations and managing check-ins/check-outs. Committed to providing exceptional guest experiences and ensuring smooth front desk operations.
With a proven track record at African World Airlines, I excel in enhancing customer satisfaction and streamlining operational processes. Leveraging exceptional interpersonal communication and meticulous attention to detail, I've successfully managed complex customer issues, boosting loyalty and operational efficiency. My expertise in administrative support and conflict resolution drives significant improvements in team performance and customer service standards.
Overview
7
7
years of professional experience
Work History
Receptionist/Front Desk Manager/Administrator
Lancaster Accra Hotel
04.2021 - Current
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Provided exceptional customer service for a memorable stay, addressing guest inquiries and resolving issues promptly.
- Enhanced guest satisfaction by efficiently managing check-ins and check-outs at the hotel reception.
- Collaborated with housekeeping staff to ensure timely room availability and cleanliness for incoming guests.
- Collected room deposits, fees, and payments.
- Completed late check-ins and directed guests to rooms and facilities.
- Continuously updated knowledge on local attractions, restaurants, and transportation options to provide relevant recommendations for guests seeking guidance.
- Preserved guest privacy and security through strict adherence to data protection policies when handling personal information or payment details.
- Developed strong rapport with guests through active listening, empathetic responses, and consistent follow-up on requests or concerns.
- Ensured high-quality telephone etiquette by answering calls promptly and professionally while managing multiple lines during peak hours.
- Streamlined reservation processes by diligently organising and updating booking information in the hotel management system.
- Contributed to a positive work environment by maintaining a professional demeanour and collaborating effectively with team members across departments.
- Demonstrated adaptability during busy periods by multitasking effectively to manage competing demands without compromising quality of service.
- Improved efficiency of team communication by relaying important updates regarding guest preferences or special requests to relevant departments.
- Optimized scheduling operations by tracking room occupancy trends and anticipating fluctuations in demand throughout seasonal changes.
- Coordinated transportation arrangements for guests as needed, liaising with external providers for seamless experiences.
- Prepared reports on guest satisfaction levels and other metrics.
- Monitored hotel's budget and financial records.
Customer Service Manager (Weekends)
African World Airlines.
02.2021 - Current
- Assisted passengers with special needs or requests, providing personalised attention to ensure their comfort during travel.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Collaborated with other departments to develop solutions for resolving recurring customer issues, improving overall satisfaction levels.
- Streamlined boarding processes for a smoother travel experience, reducing wait times and increasing customer satisfaction.
- Resolved escalated customer issues in a professional manner, resulting in increased loyalty from satisfied clients.
Administration Assistant
United Nations Ghana (UNOPS)GH
09.2017 - 12.2021
- Prepared documents and reports, ensuring clarity and completeness.
- Organised files and maintained accurate records for easy access.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Processed incoming mail and packages, distributing them to appropriate staff.
- Handled phone calls and greeted visitors in a friendly and professional manner.
- Assisted human resources department in maintaining up-to-date personnel records by collecting relevant documentation from employees periodically.
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
Education
Bachelor of Science - Huan Resource Management
Ghana Institute of Management And Administration
Accra, Ghana07-2017
Skills
- Excellent time management skills
- Adherence to high customer service standards
- Exceptional interpersonal communication
- Complaint resolution
- Exceptional telephone etiquette
- Conflict resolution techniques
- Call centre management
- Staffing coordination
- Deadline oriented
- Meticulous attention to detail
- Administrative support
- Work prioritization
- Active listening
- Conflict resolution
Languages
English
Full Professional
Timeline
Receptionist/Front Desk Manager/Administrator
Lancaster Accra Hotel
04.2021 - Current
Customer Service Manager (Weekends)
African World Airlines.
02.2021 - Current
Administration Assistant
United Nations Ghana (UNOPS)GH
09.2017 - 12.2021
Bachelor of Science - Huan Resource Management
Ghana Institute of Management And Administration
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