Onalaja Oluwakemi

Front Office Supervisor | Hospitality Management Professional

About

Highly experienced Front Office Supervisor with a proven track record in hotel management and guest relations, consistently achieving high guest satisfaction and operational efficiency. Adept at leveraging hotel management systems like eZee, resolving complex issues, and leading teams to deliver exceptional service in fast-paced hospitality environments. Committed to enhancing guest experiences and optimizing front office operations.

Work Experience

Front Office Supervisor

Sparklyn Hotels&Suites

Feb 2024 - Present

Currently leads front office operations and guest service initiatives at Sparklyn Hotels&Suites, ensuring high guest satisfaction and efficient team performance.

  • Resolved complex guest complaints and managed special requests, consistently achieving a 98% guest satisfaction rate through proactive problem-solving.
  • Trained and mentored a team of front desk staff on advanced customer service protocols and efficient utilization of hotel management systems (e.g., eZee), enhancing overall team performance.
  • Streamlined daily operational duties and provided comprehensive administrative support, contributing to a 15% improvement in front desk efficiency and workflow optimization.
  • Implemented effective communication strategies across various hotel departments, ensuring seamless fulfillment of guest requests and improving inter-departmental coordination.

Front Desk Officer

Sparklyn Hotels &Suites

Oct 2021 - Feb 2024

Managed guest arrivals, reservations, and inquiries as a Front Desk Officer, ensuring a welcoming experience and efficient service delivery.

  • Managed all guest reservations, walk-ins, and check-in/check-out processes, ensuring a seamless and welcoming experience for an average of 50+ guests daily.
  • Addressed and resolved diverse guest complaints and issues promptly and professionally, contributing to positive guest experiences and maintaining high service standards.
  • Handled all incoming inquiries and performed essential administrative tasks, maintaining accurate records and supporting overall front office productivity.
  • Coordinated effectively with housekeeping, food & beverage, and maintenance departments to ensure timely and accurate fulfillment of guest needs, enhancing overall service delivery.

Education

Mass Communication

Osun State Polytechnic, Iree

Sep 2014 - Jun 2016

Languages

English , Yoruba

Skills

Customer Service & Relations

  • Guest Service Supervision
  • Guest Relations
  • Conflict Resolution
  • Problem Solving
  • Customer Satisfaction
  • Service Excellence

Hotel Operations

  • Front Office Operations
  • Hotel Management Systems
  • eZee
  • Reservations Management
  • Check-in/Check-out
  • Operational Efficiency
  • Administrative Support

Leadership & Teamwork

  • Leadership
  • Delegation
  • Team Collaboration
  • Staff Training
  • Mentoring
  • Inter-departmental Communication

Organizational & Communication

  • Organizational Skills
  • Multitasking
  • Time Management
  • Strong Communication
  • Interpersonal Skills
  • Inquiry Handling

References

References

Available upon request.