Kendra-Joycelyn Selase Apenyo
Brampton,ON
Summary
Dedicated Hospitality professional with 12+ years of experience and a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
13
13
years of professional experience
Work History
Rooms Division & Reservations Manager
Airport View Hotel
Dr Amilcar Cabral Road, Accra
05.2020 - 12.2023
- Enhanced customer satisfaction by efficiently managing reservations and providing exceptional service.
- Streamlined reservation processes for increased efficiency and improved guest experience.
- Managed team of reservation agents, ensuring high-quality service and accurate bookings.
- Collaborated with sales and marketing teams to optimize revenue through strategic pricing strategies.
- Maintained strong relationships with key clients, resulting in repeat business and increased bookings.
- Analyzed booking trends to forecast occupancy rates accurately, informing revenue management decisions.
- Developed policies and procedures for the reservations department, ensuring consistency and adherence to brand standards.
- Negotiated contracts with corporate clients for preferred rates or allotments, strengthening partnerships and generating additional revenue streams.
- Assisted front office staff in managing walk-ins or last-minute changes during peak periods, maintaining smooth operations and guest satisfaction levels.
- Participated in industry events or networking opportunities to build relationships with travel partners or industry professionals for referral business generation purposes.
- Acted as a liaison between reservations and other hotel departments, ensuring seamless communication and efficient problem resolution.
- Created rate plans and worked with revenue manager to boost occupancy and average achieved room rate.
- Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Defined clear targets and objectives and communicated to other team members.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Front Desk & Reservations Supervisor
Best Western Premier,Accra Airport Hotel
17 Quartey Papafio Avenue, Accra
02.2017 - 04.2020
- Improved customer satisfaction by efficiently managing reservations and addressing guest concerns.
- Streamlined reservation processes for increased accuracy and reduced booking errors.
- Mentored team members to enhance their customer service skills, resulting in improved guest feedback.
- Collaborated with other departments to ensure seamless guest experiences from reservation through checkout.
- Developed training materials to help new hires quickly become proficient in company policies and procedures.
- Reduced wait times by optimizing scheduling and staffing levels during peak periods.
- Increased efficiency by implementing standardized procedures for handling common reservation scenarios encountered by staff members daily routine.
- Ensured compliance with relevant privacy regulations when handling sensitive guest information during reservation process.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Resolved various issues and discrepancies for customers.
- Handled billing information over phone.
- Communicated customer feedback and complaints to team members to promote proper resolution.
Assistant Housekeeping Manager
Mahogany Lodge
9 Kakramadu Link, Accra
05.2013 - 01.2017
- Carry out change to improve process.
- Coach team members to enhance service performance.
- Conduct staff performance assessment process.
- Engage in initiative to improve service.
- Ensure sustainable business operations through adoption of environmental practices.
- Foster teams’ initiatives and creativity.
- Lead team to build operational plan.
- Make use of critical thinking and analytical skills at work.
- Manage a diverse service setting.
- Manage operations for service excellence.
- Manage guest experience.
- Manage guest/residents’ concerns and feedback.
- Oversee housekeeping operations in rooms, laundry and public area.
- Read and assess work reports.
- Solve problems and make decisions at supervisory level.
- Support workplace relations and diversity.
- Support innovation process within own scope of work in business unit.
- Support strategies and work plans.
- Take measures to prevent loss/risk.
Junior Front Office Executive
Raybow International Hotel
19 Anita Mensah Street Dixcove Hill, Beach Road
12.2010 - 10.2012
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Streamlined front office operations for increased efficiency and improved guest experiences.
- Assisted in training new hires, ensuring a smooth onboarding process and high-quality service.
- Managed appointment scheduling and calendar updates for optimal staff coverage and client accessibility.
- Assisted coworkers and staff members with special tasks on daily basis.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Completed forms, reports, logs and records to quickly handle all documentation for human resources.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Liaised between clients and vendors and maintained effective lines of communication.
Education
Bachelor"s Degree - International Hospitality Business Management
University of Derby
Kedleston Rd, Derby DE22 1GB, UK05.2016
Higher National Diploma - Hotel & Institutional Management
Ho Technical University
VH-0044-6820 Volta Region10.2006
Skills
- Active Listening
- Troubleshooting
- Organization and Time Management
- Teamwork and Collaboration
- Public Speaking
- Attention to Detail
- Analytical and Critical Thinking
- Organizational Skills
- Verbal Communication
- Time Management
- Recordkeeping
- MS Office
- Interpersonal Communication
Languages
English
Native or Bilingual
Timeline
Rooms Division & Reservations Manager
Airport View Hotel
05.2020 - 12.2023
Front Desk & Reservations Supervisor
Best Western Premier,Accra Airport Hotel
02.2017 - 04.2020
Assistant Housekeeping Manager
Mahogany Lodge
05.2013 - 01.2017
Junior Front Office Executive
Raybow International Hotel
12.2010 - 10.2012
Bachelor"s Degree - International Hospitality Business Management
University of Derby
Higher National Diploma - Hotel & Institutional Management
Ho Technical University