Mavis Appiah
Front Desk Agent
Waterloo,ON
Summary
Motivated professional seeking a challenging environment to leverage competencies and skills. Eager to enrich my education and gain valuable experience while contributing effectively to team success.
Overview
5
5
years of professional experience
4
4
Certification
Work History
Front Desk Agent
BEST WESTERN PLUS HOTEL
08.2023 - Current
- Achievements
- Customer Satisfaction: Consistently received positive feedback from guests, contributing to a high customer satisfaction rating.
- Sales Performance: Achieved or exceeded sales targets for room upgrades and promotional packages.
- Efficient Check-in/Check-out: Streamlined the check-in and check-out processes, reducing wait times and enhancing guest experience.
- Problem Resolution: Successfully resolved guest complaints and issues, improving overall guest retention.
- Team Collaboration: Fostered a positive working environment by effectively collaborating with housekeeping and maintenance staff.
- Responsibilities
- Guest Services: Greet guests upon arrival, provide information about hotel, and assist with check-in/check-out processes.
- Reservations Management: Handle reservations, cancellations, and modifications using hotel management system.
- Payment Processing: Process payments and maintain accurate financial records for transactions.
- Communication: Serve as point of contact for guests, addressing inquiries and providing recommendations for local attractions.
- Handling Complaints: Address guest complaints and concerns promptly and professionally, ensuring satisfactory resolutions.
- Administrative Tasks: Perform various administrative duties, including maintaining records, filing, and responding to emails.
- Safety and Security: Ensure safety and security of guests and hotel property by following established procedures and protocols.
Room Attendant/Housekeeping
Best Western Plus Hotel
05.2023 - 08.2023
- Administering cleaning and serving guest rooms in a timely and organized manner adhering to Hotel standards
- Listens to customers' complaints and suggestions and helps to resolve them immediately
- I have strong organizational and time management skills and this always helps me to execute my task on time
- Assist guests with luggage storage
- Report needed repairs, non-functioning or missing equipment or room items to the supervisor or others as instructed
- Ensuring the security of equipment, keys and supplies at all times and reporting lost and found items immediately to the concerned Manager
- Performing other general and housekeeping duties
HOTEL SUPERVISOR
MV HOTEL AND PUB
08.2020 - 01.2023
- Ensure that all the workers are in on time and performing their assigned duties
- Receiving incoming orders from customers and making sure they are all dispatched to the appropriate customers
- Making sure that all items needed are bought at a good price
Head of Administration
Websys Technology
11.2018 - 02.2020
- Plan strategies for streamlining and improving business operations
- Reorganize or hire staff to expand to operations in collaboration with human resource team
Human Resource Office
National Petroleum Authority
09.2017 - 08.2018
- Receiving incoming calls and redirecting them to appropriate staff or departments
- Ensure visitors sign in and out
- Make calls on the behalf of staff and keep records of all calls made
- Receiving letters and dispatch them to the appropriate unit
- Assisted in coordinating a training organized by the authority both at GIMPA and the head office
- National Service
Trainee Internship
Gold Spot Capital
06.2015 - 08.2015
- Receiving visitors, incoming calls and makes outgoing calls to clients
- Typing of documents
- Marketing of the company’s products and services
- Filling of documents
- Organizing of management meetings
Trainee Internship
Judicial service
06.2014 - 08.2014
- Filling of documents in the office
- Typing of mediation letters for Alternative dispute resolution
- Receiving of visitors
Education
Post Graduate Certificate - Global Hospitality Management
Conestoga College Institute of Technology And Advanced Learning
Waterloo, ON12-2023
Post Graduate Certificate - Global Business Management
Conestoga College Institute of Technology And Advanced Learning
Kitchener, ON08-2024
Bachelor of Science - Business Administration
Ghana Institute of Management And Public Admin
Ghana04-2020
HND - Bilingual Secretariaship And Management Studies
Accra Technical University (ATU)
09-2016
Skills
- Excellent verbal and written communication
- Capacity to work independently or as a team play
- Due Diligence
- Reliable, trustworthy, punctual and firm
- Computer literacy (MS Windows, MS word and MS Excel)
- High personal integrity and able to relate to, and create trust in all
- Results-driven, logical and methodical approach to achieving tasks and objectives
Accomplishments
- Received high score ratings from guest surveys due to professionalism, exceptional service, and quick response times, resulting in a 25% increase in positive feedback over a one-year period.
Received a job promotion within 6 months of hire date due to outstanding performance, demonstrating strong leadership and commitment to team success.
Oversaw reservation payments via credit card and cash and had zero errors over the course of 6 months, contributing to the hotel's financial accuracy and trustworthiness.
Resolved product issues through consumer testing, leading to a 30% improvement in customer satisfaction ratings for the specific product line.
Achieved a 20% increase in upselling success rates through effectively helping with training new staff on sales techniques and product knowledge.
Languages
English - Fluent
PERSONAL QUALITIES
Mavis Appiah is a well-organized person with broad ranging exposure. Possessing good communication skills and having the ability to relate very well with people at all levels. My strength includes easily adaptability to new environments, ability to work for long hours under minimal supervision, a great team player, a fast learner, high sense of discipline and versatility. I am also hardworking, devoted to obtaining theoretical and practical knowledge pertaining to my career path as well as other disciplines.
PERSONAL INFORMATION
- Language Spoken: English
- Nationality: Ghanaian
- Marital Status: Single
Certification
- Advanced Hospitality and Tourism Management Certificate – eCornell or other recognized hospitality schools.
- Hospitality Sales Professional (HSP) – Hospitality Sales and Marketing Association International.
- ON, Driver's License
- First Aid Certification
- ServSafe Food Handler's Certification
Interests
- Youth Development Programs
- Participating in cultural exchange programs and homestays
- Outdoor Recreation
- Cooking
- Food Tourism
- Learning new cooking techniques and expanding my culinary skills
Work Preference
Work Type
Full TimePart TimeLocation Preference
On-SiteImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursHealthcare benefitsPaid time offTimeline
Front Desk Agent
BEST WESTERN PLUS HOTEL
08.2023 - Current
Room Attendant/Housekeeping
Best Western Plus Hotel
05.2023 - 08.2023
HOTEL SUPERVISOR
MV HOTEL AND PUB
08.2020 - 01.2023
Head of Administration
Websys Technology
11.2018 - 02.2020
Human Resource Office
National Petroleum Authority
09.2017 - 08.2018
Trainee Internship
Gold Spot Capital
06.2015 - 08.2015
Trainee Internship
Judicial service
06.2014 - 08.2014
Post Graduate Certificate - Global Hospitality Management
Conestoga College Institute of Technology And Advanced Learning
Post Graduate Certificate - Global Business Management
Conestoga College Institute of Technology And Advanced Learning
Bachelor of Science - Business Administration
Ghana Institute of Management And Public Admin
HND - Bilingual Secretariaship And Management Studies
Accra Technical University (ATU)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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