Pamela Okafor
Toronto
Summary
A well-presented, articulate and confident individual with a proven ability to provide exceptional customer service with the highest standards of hospitality and service to guests adhering to all the hospitality standards and hotel policies, procedures and regulations, while striving towards total guest satisfaction. Having an outgoing personality, good interpersonal skills and the ability to work in a multi-national team environment with confidence. Comfortable working in a fast paced environment and able to build and maintains good relationships with work colleagues and guests through a genuine desire to understand their needs and support them.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Call center Agent
PREMIER INN HOTEL
02.2020 - 04.2023
- Operate telephone switchboard station in order to answer telephone calls
- Process guest requests for wake-up calls, screening calls, and other requests related to placing or receiving telephone calls
- Taking in-house guest food order requests (order taker)
- Advise guests of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required
- Answer, record, and process all guest calls, requests, questions, or concerns
- Receive, record, and relay messages accurately, completely, and legibly
- Updating department Oasys
- Lobby coverage Departmental Trainer
- Ordering Office Supplies
- Helping FO with checkout
- Log all guest requests or issues into the computer, contact appropriate individual or department (e.g., Bell person, Housekeeping), and follow up with guest to ensure their request has been met to their satisfaction
- Provide information to guests about room features, property amenities, and local areas of interest
- Assist guests with accessing the internet
- Report accidents, injuries, and unsafe work conditions to manager.
Reservations Agent
COURTYARD BY MARRIOTT
03.2017 - 01.2020
- Utilize OpenTable to take and manage reservations both from incoming calls and ones request online
- Manage computerized bookings and reservations, corporate and private account management, credit card authorizations, billing, and discrepancy resolutions
- Provide exceptional level of customer service to incoming callers while focusing on sales by booking reservations consistently and correctly
- Used signature sales techniques to determine needs of guests, rates, and upsell
- Book reservations for hotel rooms, cabins, RV areas, tent sites, and bunk house rooms
- Discuss financial data and clarify information to ensure correct data entry relative to the individual booking
- Provide exceptional customer service in processing reservations, including resolving escalate customer problems; book VIP groups
- Demonstrate professionalism and efficiency assisting customers with hotel reservations and complaints worldwide or redirecting them to the correct department
- Used RV park specific software
- Complete reservations using LMS for casino members and non members
- Process campground check in/check out payments and provide office and retail store support
- Maintain organization and cleanliness of customer lounge, lobby and office work space
- Provide superior customer service to IHG guests, with quick and courteous telephone interactions
- Schedule dining reservations using the OpenTable program and arrange parties or special services for diners.
housekeeping room attendant
COURTYARD BY MARRIOTT
01.2015 - 02.2017
- Overall cleaning of the guestrooms and public areas
- Replenish rooms with supplies as per the hotel standards
- Responsible for signing in and out master keys daily
- Maintain proper usage of cleaning supplies and equipment
- Update and mark all cleaned rooms on their assignment paper
- Take accurate room status reports at the end of the shift
- Keep linen closets, supply closet, and service landing organized and clean
- Empty vacuum cleaner each time it is nearly full
- Report any problems or questions to the supervisor assigned to the floor
- To call room service for removal of trays/trolleys.
Education
Post Graduate Certificate - Business Management
Centennial College
Ontario, CanadaB.Sc. - Accounting
Enugu State University of Technology
State, NigeriaWest African School Leaving Certificate -
Sunbeam Comprehensive College
Skills
- Opera
- GXP-Guest Experience Platform
- Guest Ware
- Empower
- Hornbill
- Microsoft Office
- Department Coordination/Cross Department collaboration
- Problem-Solving
- Staff Evaluations
- Work Inspection
Certification
- Smart Serve Certificate
- Basic Credit Course Certificate (FITC)
- Customer Service Excellence Foundation Certificate (Customer Centricity Ltd)
- Basic Communication & Etiquette Programme Certificate (Poise Nigeria)
- Red Cross Volunteer
References
Upon request
Languages
English
Professional Working
Timeline
Call center Agent
PREMIER INN HOTEL
02.2020 - 04.2023
Reservations Agent
COURTYARD BY MARRIOTT
03.2017 - 01.2020
housekeeping room attendant
COURTYARD BY MARRIOTT
01.2015 - 02.2017
Post Graduate Certificate - Business Management
Centennial College
B.Sc. - Accounting
Enugu State University of Technology
West African School Leaving Certificate -
Sunbeam Comprehensive College
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