Edeghonghon Ogbeide
London,ON
Summary
Experienced Senior Room Operations Manager skilled in leading front office, housekeeping, and maintenance teams to enhance guest satisfaction and operational efficiency. Achieved a 10% improvement in efficiency, a 40% increase in guest satisfaction scores, and a 25% boost in audit performance through strategic resource management, process optimization, and staff training. Proficient in budget management, risk mitigation, and ensuring compliance with organizational standards, while fostering team collaboration and exceeding property goals.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Bill Gosling Outsourcing
London, Canada
05.2024 - Current
- Delivered exceptional customer service by resolving inquiries promptly and professionally, contributing to a 96% satisfaction rate.
- Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.
- Maintained accurate customer records and streamlined documentation processes, improving operational efficiency by 15%.
- Proactively updated customer accounts, achieving a 9% increase in customer retention, and meeting compliance guidelines for financial product services.
- Recognized as a top performer for demonstrating professionalism, courtesy, and adaptability in all customer interactions.
Room Operations Manager
Senos Collection
Asaba, Nigeria
04.2022 - 06.2023
- Managed daily operations of the front office, housekeeping, and maintenance teams, ensuring the smooth execution of services.
- Designed and executed targeted action plans to address operational challenges, achieving a 10% improvement in departmental efficiency.
- Improved stakeholder satisfaction by 30% by enhancing communication processes and providing clear, consistent organizational updates.
- Boosted guest satisfaction scores by 40% by implementing innovative service protocols, and conducting regular staff training to align with evolving guest needs.
- Maintained strict compliance with organizational and brand standards, resulting in a 25% improvement in internal audit performance.
Front Desk Supervisor
FZ Oil
Warri, Nigeria
07.2020 - 10.2020
- Improved resource utilization by 22% by optimizing resource allocation based on organizational needs and team capabilities.
- Achieved a 95% success rate in meeting check-in and check-out timelines by monitoring daily operations and making real-time adjustments to workflows.
- Contributed to reducing guest wait times by 10% by identifying potential service bottlenecks, and implementing proactive solutions to streamline processes.
- Enhanced budget accuracy by 12% by closely tracking front desk expenses, including supplies, staffing, and ensuring financial alignment with operational goals.
- Increased guest satisfaction by 15% through proactive communication, timely updates, and addressing concerns to maintain a seamless, positive guest experience.
Education
PGCert - Project Management
Fanshawe College
London, Canada04.2024
B.Sc - Political Science and Public Administration
Edo State University Uzairue
Uzairue, Nigeria08.2022
Skills
- Operational Management and Leadership – Skilled in managing multidisciplinary teams, ensuring operational efficiency, and meeting organizational goals
- Guest satisfaction and service excellence – expertise in understanding and exceeding guest expectations to improve satisfaction scores
- Budget management and cost control – proficient in tracking expenses, forecasting needs, and optimizing resource allocation
- Team development and engagement – strong ability to train, motivate, and retain high-performing staff
- Compliance and Quality Assurance – Experienced in implementing and monitoring standards to ensure organizational compliance
- Technology Proficiency – Proficient in using property management systems (Opera, Fidelio), and the MS Office Suite for reporting and analysis
Education
Uzairue, Nigeria,London, Canada
Certifications
- Associate Member, Project Management Institute (PMI)
- Certified Associate in Project Management, CAPM
- Agile Project Management, Udemy
- CPR & First Aid Training Certificate
- Workers' Health and Safety Awareness
- PMP-In view
Timeline
Customer Service Representative
Bill Gosling Outsourcing
05.2024 - Current
Room Operations Manager
Senos Collection
04.2022 - 06.2023
Front Desk Supervisor
FZ Oil
07.2020 - 10.2020
PGCert - Project Management
Fanshawe College
B.Sc - Political Science and Public Administration
Edo State University Uzairue
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