Rilwan Adebayo Lawal
Lagos
Summary
Dedicated and detail-oriented professional with a strong background in guest services and hospitality operations. Experienced in managing room assignments, coordinating group arrivals, and ensuring seamless check-in and check-out processes. Recognized for exceptional problem-solving skills, clear communication, and the ability to balance operational efficiency with personalized guest experiences. Highly skilled in using property management systems to optimize room inventory and maintain accurate records. Committed to delivering outstanding service and fostering positive relationships with guests and colleagues to support organizational success.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Rooms Controller- Supervisor
St Regis Almouj Muscat Resort
03.2024 - Current
- Assign rooms according to guest preferences and special requests, ensuring personalized guest experiences.
- Pre-register VIP and designated guests, preparing key packets and ensuring smooth arrivals.
- Coordinate and organize check-in and pre-registration procedures for group arrivals.
- Track, review, and accommodate room or check-out change requests when possible; communicate updates to relevant staff.
- Confirm reservations and cancellations, maintaining accurate guest records.
- Review and manage out-of-order rooms daily, ensuring operational readiness.
- Ensure room rates align with market codes; document and address rate exceptions.
- Verify and adjust billing discrepancies, ensuring accurate and timely guest invoicing.
- Conduct duplicate reservation checks and block rooms as needed to manage over-commitments.
- Generate and review daily reports for room assignments and operational updates.
- Activate room keys and secure valid payment during guest check-ins/check-outs.
- Follow up with guests to ensure satisfaction with requests or problem resolutions.
- Accurately receive, record, and relay guest messages and service requests.
- Collaborate with other departments to ensure seamless operations and guest satisfaction.
- Maintain accurate records of guest documentation and administrative tasks.
Rooms Controller- FO Supervisor
Lagos Marriott Hotol
04.2022 - Current
- Assisting the front office management
- Supervised and managed employees in the Front Office team while maintaining all day-to-day operations and performed employee duties understanding employee's duties in their absence
- Led, inspired, and empowered team members by utilizing excellent interpersonal and communication skills while assisting in quality financial/business decision making
- Assisted in the functions of Front Office Manager in their absence
- Handled guest problems and complaints effectively while displaying outstanding customer service skills
- Interested with guests to obtain feedback on product quality and service levels and provided feedback to employees based on observation of service behaviors
- Ensured compliance with all Front Office policies, standards and procedures
- Monitored adherence to all credit policies and procedures to reduce bad debts and rebates while improving service performance
- Coordinated tasks and worked with other departments to ensure that the department runs efficiently
- Handled complaints, settled disputes, and resolved issues, or otherwise negotiated with others
- Supervised and managed employees, managed all day-to-day operations
- Understood employee conditions well enough to perform duties in employees' absence
- Supported all coworkers and treating them with dignity and respect
- Resolving and maintaining positive working relationships with other employees and departments
- Complied with quality assurance evaluations and standards
- Ensured that all reports and records are up to date and called accordingly
- Assigned rooms according to guest requests and preferences whenever possible
- Communicated to the appropriate staff that guests are waiting for an available room
- Coordinated with housekeeping to track the readiness of rooms for guests and to report guest concerns
- Reviewed requests for late check-outs and approved them according to occupancy
- Ensured rated market codes and that any exceptions are documented and included an explanation
- Verified and adjusted billing for guests
Front Office Coordinator
Lagos Marriott
06.2022 - Current
- Worked efficiently and tactfully with clients in my office in addition to some professional teams internally and externally
- Anticipating clients' and clients' needs to provide exceptional service
- Responded to and screened all incoming calls or electronic communications and distributed them to appropriate personnel
- Listening attentively to instructions given to avoid miscommunication/misunderstanding
- Mediating disputes between clients and the company amicably
- Administrative office duties
Front Desk Agent
Lagos Marriott Hotel
01.2021 - Current
- Answered inquiries pertaining to hotel services, registration of guests and travel directions
- Coordinated lobby activities
- Greeted visitors warmly and made sure they are comfortable
- Inputted reservations, operated switchboard, printed folios and compiled reports requested by management
- Maintained a safe drawer, prepared bank deposits and verified for items that guests may order or pick during their stay
- Offered the best room rate especially for the walk-in guests to increase hotel reservations
- Troubleshot any guest needs
- Answered customer telephone calls promptly and appropriately handled needs.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Answered multi-line phone system and enthusiastically greeted callers.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
Education
Bachelor of Science - Microbiology
Kaduna State University
Nigeria 02-2015
High School Diploma -
Grays International College
Nigeria11-2010
Skills
- Front desk management
- Guest relations
- Front desk reservations
- Customer Service
- Upselling and cross selling
- Quality assurance standards
- Front office operations
- Staff training and development
Certification
- Data Analysis Foundation, Google, 05/01/23
- Google - B Support Specialist, Google, 06/01/23
- Internet Connection: How to Net Online, Cisco Academy, 06/01/23
- Ultimate Facebook Tactics, BropN0 Academy, 06/01/23
Timeline
Rooms Controller- Supervisor
St Regis Almouj Muscat Resort
03.2024 - Current
Front Office Coordinator
Lagos Marriott
06.2022 - Current
Rooms Controller- FO Supervisor
Lagos Marriott Hotol
04.2022 - Current
Front Desk Agent
Lagos Marriott Hotel
01.2021 - Current
- Data Analysis Foundation, Google, 05/01/23
- Google - B Support Specialist, Google, 06/01/23
- Internet Connection: How to Net Online, Cisco Academy, 06/01/23
- Ultimate Facebook Tactics, BropN0 Academy, 06/01/23
Bachelor of Science - Microbiology
Kaduna State University
High School Diploma -
Grays International College
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