Hi, I’m
Emmanuel Gyamfi
Medicine Hat,AB
Summary
Proactive Front Desk Manager and Server with extensive experience in customer service, staff training, and hospitality management. Expertise in handling check-in/check-out procedures, resolving guest concerns, and maintaining accurate financial records. Bringing strong leadership qualities and a drive for advancing career in hospitality industry.
Overview
14
years of professional experience
Work History
Capital View Hotel
Front Desk Manager
12.2017 - 02.2024
Job overview
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- 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.
- 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.
- Checked guests in out of hotel, made reservations, and processed payments.
- Oversaw daily cash reconciliations, maintaining accurate financial records for the front desk department.
- Kept accounts in balance and ran daily reports to verify totals.
KFC
Server
01.2010 - 11.2017
Job overview
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Cultivated warm relationships with regular customers.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
- Bussed and reset tables to keep dining room and work areas clean.
- Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
- Assisted in training new hires, providing guidance on restaurant standards and best practices.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Handled cash transactions accurately, contributing to balanced daily financial reports.
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Developed strong rapport with regular customers through genuine hospitality efforts leading to repeat business.
- Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Coordinated with kitchen staff to ensure timely delivery of orders, resulting in satisfied customers.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
- Adhered to proper food handling procedures and safety guidelines for the well-being of guests and team members alike.
- Utilized communication practices with kitchen staff to deliver customer meals in timely manner.
- Implemented effective communication strategies between front-of-house and back-of-house staff for streamlined operations.
- Consistently met or exceeded performance goals related to sales targets, customer satisfaction ratings, and order accuracy.
- Maximized table turnover rate by managing reservations and seating arrangements.
- Learned and followed local alcohol laws to keep restaurant compliant with regulations.
Education
Institute of Hospitality, Accra
No Degree from Culinary Skills Cert, 360 Frontliner Cert.
01.2022
University Of Ghana, Accra, Ghana
Bachelor of Science from Accounting
05.2012
Skills
- Customer Service
- Check-in and Check-out Procedures
- Problem-solving skills
- Problem-Solving
- Guest Relations
- Conflict Management
- Leadership Qualities
- Hospitality service expertise
- Customer service expertise
- Hospitality Management
- Reception expertise
- Oral and written communications
- Staff Supervision
- Time Management
- Customer Service Management
- POS System Operation
- Sales and Upselling
Languages
English
Full Professional
French
Limited Working
Accomplishments
- Pursued relationships with local vendors to supply services to guests, which helped improve hotel revenues by 50 %.
- Promoted establishment services to guests and relayed information about the casino, golf course, spa, salon and restaurants, which boosted sales 70%.
- Established lasting relationships with clients through networking and promotional messages which increased repeat business by 40%.
- Communicated with all departments efficiently as well as with the hotel owner to ensure functionality throughout 250-room property.
Affiliations
- Institute of Chartered accountants Ghana
- Member Hospitality Professionals Network
Reading, Researching, Swimming, Music
Have read various books from Rich dad/poor dad, Ancient Babylon ways of finance.
Timeline
Front Desk Manager
Capital View Hotel
12.2017 - 02.2024
Server
KFC
01.2010 - 11.2017
Institute of Hospitality
No Degree from Culinary Skills Cert, 360 Frontliner Cert.
University Of Ghana
Bachelor of Science from Accounting
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