Summary
Overview
Work History
Education
Skills
Language Proficiency
Timeline
References
Generic
CHIAGOZIE OSITADINMA

CHIAGOZIE OSITADINMA

Muscat

Summary

Professional in guest services with experience in enhancing customer satisfaction and streamlining operations. Known for strong team collaboration and adaptability to changing needs, ensuring seamless service delivery. Skilled in conflict resolution, communication, and customer relationship management. Trusted to achieve results and foster a welcoming environment.

Overview

8
8
years of professional experience

Work History

Guest Experience Expert

JW Marriott Hotel Muscat Oman
12.2023 - Current
  • To perform Guest Relations duties by;
  • Acknowledging every guest with a smile and a friendly verbal greeting, using the guest’s name when possible;
  • Actively Listen and respond positively to guest questions, concerns, and requests using brand or property-specific processes (LEARN, PLEASED, GUEST) to resolve issues, delight, and build trust;
  • Anticipating guests’ needs, including asking questions of guests to better understand their needs, listening to guest preferences, and acting on them whenever possible;
  • Addressing guests’ service needs in a professional, positive and timely manner;
  • Assisting other employees to ensure proper coverage and prompt guest service;
  • - Engaging guests in conversation regarding their stay, property services, and area attractions/offerings.
  • To Process all Guest Check-in/Check-out by:
  • Confirming reservations in the computer system (PMS, OPERA, Mobile Check-in), verifying guest identity, requesting forms of payment, assigning rooms, and issuing room keys following property policies and procedures;
  • Securing valid forms of payment (credit card, cash, transfer) before issuing room key;
  • Advising guests of any messages (voicemail, mail) received for them and sent to the room;
  • Verify and adjust bills for guests;
  • Implementing identified sales and marketing strategies as per the Marketing Plan;
  • Continually reviewing and re-aligning sales and marketing strategies and activities against business forecasts.
  • To Work with Others by;
  • Supporting all co-workers and treating them with dignity and respect;
  • Handling sensitive issues with employees or guests with tact, respect, diplomacy, and confidentiality;
  • Developing and maintaining positive and productive working relationships with other employees and departments;
  • Actively listening to and considering the concerns of other employees, responding appropriately and effectively;
  • Collaborating, assisting others to promote an environment of teamwork, and achieving common goals.
  • Notifying Loss Prevention/security of any guest reports of theft.
  • To ensure Policies and Procedures are followed by;
  • Protecting the privacy and security of guests and coworkers;
  • Maintaining confidentiality of proprietary materials and information;
  • Ensuring uniform, name tag, and personal appearance are clean, hygienic, professional, and in compliance with company policies and procedures;
  • Protecting company tools, equipment, machines, or other assets following company policies and procedures;
  • Performing other reasonable job duties as requested by managers.
  • Complying with quality assurance expectations and standards.

Guest Experience Supervisor

Protea Hotels by Marriott Owerri Select
12.2022 - 11.2023
  • To perform Guest Relations duties by;
  • - Acknowledging every guest with a smile and a friendly verbal greeting, using the guest’s name when possible
  • - Actively listen and respond positively to guest questions, concerns, and requests using brand or property-specific processes (LEARN, PLEASED, GUEST) to resolve issues, delight, and build trust;
  • - Anticipating guests’ needs, including asking questions of guests to understand their needs better, listening to guest preferences, and acting on them whenever possible;
  • - Addressing guests’ service needs in a professional, positive, and timely manner;
  • - Assisting other employees to ensure proper coverage and prompt guest service;
  • - Engaging guests in conversation regarding their stay, property services, and area attractions/offerings.
  • To Process all Guest check-ins/Check-out by:
  • - Confirming reservations in the computer system(PMS, OPERA, Mobile Check-in), verifying guest identity, requesting forms of payment, assigning room, and issuing room keys following property policies and procedures;
  • - Securing a valid form of payment (credit card, cash, transfer) before issuing the room key;
  • - Advising guests of any messages ( voicemail, mail) received for them and sent to the room;
  • - Verify and adjust bills for guests;
  • -Implement sales and marketing strategies as outlined in the marketing plan
  • - Continually reviewing and re-aligning sales and marketing strategies and activities against business forecasts.
  • To Assist Management by;
  • - Serving as a departmental role model or mentor by working alongside employees to perform technical or functional job duties;
  • - Encouraging and motivating employees to perform their best, take responsibility for tasks and assignments, make decisions, and provide input on possible improvements;
  • - Ensuring that employees are trained on the company core values, job roles, responsibilities, and technical and service aspects of the job;
  • - Assign and ensure work tasks are completed on time and that they meet appropriate quality standards;
  • - Listening to employees’ suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions;
  • - Coaching and developing employees (create expectations for continual improvement, provide challenging tasks and assignments, and execute the development plan)
  • - Assisting management to ensure that employees have the necessary resources to effectively perform their jobs (supplies, equipment, and inventory);
  • - Coordinating tasks and working with other departments to ensure that the department runs effectively;
  • - Collaborating with management to develop and carry out ideas and procedures, and set goals to continuously improve department performance around the guest and employee satisfaction scores;
  • - Assisting management in establishing and communicating goals, performance expectations, timetables, and deadlines for shift or departmental operations to employees and ensuring that they are understood;
  • - Serving as employees’ first point of contact as a Guarantee of Fair Treatment/Open Door Policy;
  • - Collaborating with management in formally recognizing employees’ performance contributions.
  • To Work with Others by;
  • - Supporting all co-workers and treating them with dignity and respect;
  • - Handling sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality;
  • - Developing and maintaining positive and productive working relationships with other employees and departments;
  • - Actively listening to and considering the concerns of other employees, responding appropriately and effectively;
  • - Collaborating, assisting others to promote an environment of teamwork, and achieving common goals.
  • - Assist the I.T. department with I.T. related issues when the I.T personnel are not on the property
  • To keep Reports/Recordkeeping by;
  • - Running daily reports (number of arrivals, departures), identifying any special requests, and checking reports for accuracy;
  • - Running credit card authorization reports and checking for discrepancies;
  • - Reviewing shift logs/daily memo books and documenting pertinent information in logbooks.
  • - Ensuring contingency lists are printed to have a record of all guests in case of emergency.
  • Notifying Loss Prevention/security of any guest reports of theft.
  • To ensure Policies and Procedures are followed by;
  • - Protecting the privacy and security of guests and coworkers;
  • - Maintaining confidentiality of proprietary materials and information;
  • - Ensuring uniform, name tag, and personal appearance are clean, hygienic, professional, and in compliance with company policies and procedures;
  • - Protecting company tools, equipment, machines, or other assets following company policies and procedures;
  • - Performing other reasonable job duties as requested by managers.
  • Complying with quality assurance expectations and standards.
  • Scheduled employee shifts effectively, optimizing coverage during peak hours while minimizing labor costs during slower periods.

Guest Experience Supervisor (Task Force)

JW Marriott Hotel Muscat Oman
09.2023 - 10.2023
  • To perform pre-opening duties by
  • - Training Guest experience experts and getting the department ready for operations and setting up the LSOP

Front Desk/Night Auditor

Protea Hotels by Marriott Owerri Select
06.2017 - 11.2022
  • To perform Guest Relations duties by;
  • - Acknowledging every guest with a smile and a friendly verbal greeting, using the guest’s name when possible
  • - Actively Listen and respond positively to guest questions, concerns, and requests using brand or property-specific processes (LEARN, PLEASED, GUEST) to resolve issues, delight, and build trust;
  • - Anticipating guests’ needs, including asking questions of guests to better understand their needs, listening to guest preferences, and acting on them whenever possible;
  • - Addressing guests’ service needs in a professional, positive and timely manner;
  • - Engaging guests in conversation regarding their stay, property services, and area attractions/offerings.
  • To process all Guest check-ins/check-outs by:
  • - Confirming reservations in the computer system(PMS, OPERA, Mobile Check-in), verifying guest identity, requesting forms of payment, assigning room and issuing room keys following property policies and procedures;
  • - Securing a valid form of payment (credit card, cash, transfer) before issuing the room key;
  • - Advising guests of any messages ( voicemail, mail) received for them and sent to the room;
  • - Verify and adjust bills for guests;
  • - Running credit card authorization reports and checking for discrepancies;
  • - Reviewing shift logs/daily memo books and documenting pertinent information in logbooks.
  • - Ensuring contingency lists are printed to have a record of all guests in case of emergency.
  • Managed reservations accurately, preventing overbooking situations and guaranteeing smooth guest arrivals.
  • Supported daytime staff by preparing necessary reports and documents for seamless shift transitions.
  • To ensure Policies and Procedures are followed by;
  • - Protecting the privacy and security of guests and coworkers;
  • - Maintaining confidentiality of proprietary materials and information;
  • - Protecting company tools, equipment, machines, or other assets following company policies and procedures;
  • - Performing other reasonable job duties as requested by managers.
  • Complying with quality assurance expectations and standards.
  • Ensured accurate financial transactions for guests by meticulously processing night audit tasks.
  • Kept accounts in balance and ran daily reports to verify totals.

Education

B.Sc. - Microbiology

Anambra State University Uli
Uli, Anambra State
01.2015

SSCE - Senior School Certificate Examination

King David’s International Secondary School
Nnewi, Anambra State
01.2011

High School graduate - undefined

St. Christopher’s Junior Seminary 3-3
Onitsha, Anambra State
01.2010

Skills

  • MSWord

  • Excel

  • PowerPoint

  • Windows XP

  • Opera

  • GXP

  • Patience and composure

  • Exceptional communication

  • Upselling strategies

  • Feedback implementation

  • Guest communication

Language Proficiency

English

Timeline

Guest Experience Expert

JW Marriott Hotel Muscat Oman
12.2023 - Current

Guest Experience Supervisor (Task Force)

JW Marriott Hotel Muscat Oman
09.2023 - 10.2023

Guest Experience Supervisor

Protea Hotels by Marriott Owerri Select
12.2022 - 11.2023

Front Desk/Night Auditor

Protea Hotels by Marriott Owerri Select
06.2017 - 11.2022

SSCE - Senior School Certificate Examination

King David’s International Secondary School

High School graduate - undefined

St. Christopher’s Junior Seminary 3-3

B.Sc. - Microbiology

Anambra State University Uli

References

Available on request

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CHIAGOZIE OSITADINMA