BRAIN OGHAINWE NDIFON
Al AIN
Summary
A dedicated and determined professional, fully motivated to bring about positive changes. Having strong educational ability to encourage high level creativity and thinking, building long term careers for passionate individuals of diverse backgrounds. Being patient, tolerant, flexible at all times and have good communication skills to manage learning environments. Great skills in research, acquisition, client relationship building and office management skills.
Overview
7
7
years of professional experience
Work History
Learning & Development Coordinator - Assist
AL AIN ROTANA HOTEL
10.2021 - Current
- Conduct off job training sessions for Colleagues in Population 4, in line with Rotana training courses portfolio and property portfolio
- Assist the Director of Learning and Development to measure effectiveness of Learning and Development activities through a variety of methods focusing on behavior and results to see if objectives were achieved
- Organize and monitor new Colleagues’ induction, including departmental orientation, initial job
- Training plan, new colleague cross-exposure and the off-job orientation
- Facilitate the cross training process in the property in order to enhance their job knowledge & competencies and to expose them to the operation of another department
- Measure and monitor Colleagues grooming, telephone standards, Guest feedback, quality audits and mystery Guest reports; communicate observations to the Director of Learning and Development and coordinate Learning and Development activities resulting from these observations
- Prepare the venue before a Learning and Development activity, including arranging coffee breaks, room setup, workbooks, handouts and other equipment
- Visit and attend departmental training sessions to check effectiveness and to keep a good relationship with Departmental Training Coordinators / Departmental Trainers
- Co-host monthly Departmental Training Coordinators / Departmental Trainers meetings
- Organize and conduct the monthly product knowledge quiz in order to upkeep the knowledge of all Colleagues
- Assist in preparing learning and development calendar
- Update and maintain the Learning and Development notice board ensuring that all relevant information in displayed to promote Learning and Development in the property
- Keep an accurate and up to date record of training attendance and carry out administrative tasks such as collecting and consolidating departmental calendars and reports, filing documents, preparing certificates and ordering office supplies.
Housekeeping Floor Supervisor
Al AIN ROTANA HOTEL
10.2021 - Current
- Reporting to the Assistant Executive Housekeeper
- Create a work environment that is high in employee morale and provides constant learning & development and use the feedback from employee satisfaction survey to draw an action plan
- Ensure that VIP rooms are inspected and are ready before guest arrival
- Check the maintenance of the equipment used by the employees and ensure that it is cleaned and stored correctly
- Ensure the correct and economical use of cleaning agents and their safe storage and that the all day to day maintenance is reported promptly and followed up
- Ensure that all vacuuming, polishing, carpet care, general cleaning is done in a professional manner and according to established schedules
- Responsible for implementing trainings of all team members and ensure they understand the purpose of their role and standards required
- Thorough knowledge of all the products and services provided by Housekeeping
- Making duty roasters and checking mid-year and annual performance review of attendants
- Providing a quality product that exceeds guest expectations, ensures adherence to Hotel standards, Train, counsels, supervises, and inspects the performance of Attendants and public area staff
- Monitor and control consumption of guest and cleaning supplies, devise methods for optimal usage of cleaning supplies
- Ensure regular monitoring of guest feedback, prompt, efficient and accurate service to all guests
- Ensure all operational standards procedures/guidelines set for all processes/activities/situations are followed
- Stay informed about industry innovations in cleaning techniques, preventive maintenance and cleaning product technology
- Plan and implement preventive maintenance and cleaning schedules for rooms and public areas
- Responsibility of Housekeeping operation of Guest rooms, Public Area, Linen Room, pest Control
- Supervise daily operations and ensure highest levels of cleanliness and services are maintained in the property
- Maintain good communication and cooperation with all other departments
- Conduct on job trainings when necessary.
Housekeeping Order Taker
AL AIN ROTANA HOTEL
11.2020 - 10.2021
- Good knowledge in handling guest requests
- Good knowledge of Housekeeping operations
- Responsible for Departmental keys and guest room master cards
- Responsible for all incoming calls and to convey the right message to the right person
- Ensure forwarding and receiving of all information pertaining to Housekeeping
- Maintain and update administrative data
- Maintain working area in a proper state of cleanliness
- Handle guest complaints, delegate immediately and report to Head Housekeeper
- Follow up with concerned departments in case of guest requests/ complaints
- Updating the Housekeeping data board with information like VIP in-house/ arrival, daily occupancy Percentage, arrivals, departures, to do list, rooms for deep cleaning
- Good understanding of the property management software like Opera, HR sky Bayan, Jana orders, Quality Management System (QMS), Unixs
- Allocate work for each staff according to point system/ work load for the day
- Very good telephone etiquette
- Make the relevant room status changes as per the instruction given by floorsupervisors
- Prepare the room discrepancy list for Front office
- Ensures smooth handover of daily activities to next shift
- Maintain the Lost and Found records
- Maintaining good relations with Housekeeping staff and other interfacing departments, in particular Front Office, Engineering and Laundry
- Has an awareness of all Housekeeping positions including their job functions
- Comply with hotel’s health, safety and hygiene policies
- Adhere to personnel grooming and hygiene standards
Telephone Operator
AL AIN ROTANA HOTEL
01.2018 - 11.2020
- Answers incoming call, placing calls on hold and transferring calls
- Following telephone etiquette
- Directs call to guest rooms, staff, or departments through the switchboard
- Places outgoing calls
- Receives guest messages and deliver the same to the guest
- Logs all wake-up call requests and performs wake-up call services
- Provides information about hotel services to guests
- Provides paging services for hotel guests and employees
- Knows what action to take when an emergency call is required
- Monitors automated systems including fire alarms and telephone equipment when engineering and maintenance department is closed
- Assists in reporting telephone equipment or service complaints and problems
- Polite and courteous while answering and responding to guest complaints, reservations and purchase orders
- Open and close telephone functionality on the hotel front office software
- Keep records of calls placed and received by all departments and recording the call charges
- Update directory information in Opera
Intern - Passenger Service Agent (PSA), Ground Staff
SHARJAH AVIATION SERVICE INTERN
06.2019 - 09.2019
- Adherence to Sharjah Airport uniform standards
- Welcome passengers at check-in counters and boarding gates
- Assist at various security check zones
- Communicate fluently
- Pure engagement with various nationalities
- Ensure various zones are well organized in cues and fast direction to counters
- Listen passionately to passenger queries and solve them with a smile
- Report every lost baggage to the lost and found department
- Verification of travel documentation and compliance of International Travel Requirements
- Other duties as assigned
- Support Kiosk use within Counter areas
- Check in of passenger baggage and ability to lift over 70lbs repetitively
- Ensure compliance with IATA, TSA and Federal Aviation Administration (FAA) regulations and policies
- Read and interpret aircraft weight and balance loading instructions, hazardous material identification labels, aircraft loading manifests, and baggage and cargo routing tags
- Understand and support product integrity required at the work place
- Worked on various shifts; holidays, Night and day and weekends
- Always thank the passengers for coming and leave them a bright smiling
- Knowledge on Galileo software
Front Desk Receptionist
LATITUDE GUEST HOTEL YAOUNDE
01.2016 - 01.2017
- Provide exceptional guest service
- Process arrivals and departures while assisting with guest accounting
- Receive in-bound and in-house phone calls, booking reservations and assisting with interdepartmental questions
- Respond to guest requests in a timely manner
- Respond to lodging, guest folio and general inquiries via email in a timely manner
- Log all maintenance items/requests and following up on completion, assisting when appropriate
- Prepare various daily reports- occupancy, arrival and departure
- Ability to work mornings, evenings, weekends and holidays
- Ability to stand for up to 8 hours
- Ability to work independently, without supervision
- Ability to multitask- prioritize and address issues accordingly
- Advanced computer navigation skills, use of office suites and the ability to learn/navigate new software
- Light housekeeping- assist with keeping lobby and back areas clean
- Assist guests when needed with bell service
Education
Google IT support specialist - Information Technology
Coursera
By Google08.2022
Diploma in Aviation- Passenger Service Agent - Aviation Management And Operations
Blue Ocean Institute
DUBAI, UAE06.2019
Bachelor of Education - Curriculum And Instruction
University of Buea
Buea, Cameroon10.2015
High School Diploma -
Government Bilingual High School
Jakiri, Cameroon06.2012
Skills
- Strong Presentation skills
- Build Relationship
- Forster Team work
- Strong administrative skills
- Excellent interpersonal skills
- Effective time management
- Self-motivated and committed to self-development
- Able to work independently
- Adaptable to new environments and cultures
- Able to develop and initiate new ideas
- Computer hardware/software
- Machine Operation
- Deadline Management
- Assignment Management
- Training Program Improvement
- Employee Performance Reviews
- Administrative Support
- Facility Supervision
- Cost Management
- Order Supplies
- Information Confidentiality
- Customer Relationship Management
- Coaching and Mentoring
Accomplishments
o Customer Service certified (CS)
o Destination Leadership (DL)
o Coach
o Performance management
Languages
English
Bilingual or Proficient (C2)
French
Intermediate (B1)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Success is not final; failure is not fatal: It is the courage to continue that counts.
Winston S. Churchill
Timeline
Learning & Development Coordinator - Assist
AL AIN ROTANA HOTEL
10.2021 - Current
Housekeeping Floor Supervisor
Al AIN ROTANA HOTEL
10.2021 - Current
Housekeeping Order Taker
AL AIN ROTANA HOTEL
11.2020 - 10.2021
Intern - Passenger Service Agent (PSA), Ground Staff
SHARJAH AVIATION SERVICE INTERN
06.2019 - 09.2019
Telephone Operator
AL AIN ROTANA HOTEL
01.2018 - 11.2020
Front Desk Receptionist
LATITUDE GUEST HOTEL YAOUNDE
01.2016 - 01.2017
Google IT support specialist - Information Technology
Coursera
Diploma in Aviation- Passenger Service Agent - Aviation Management And Operations
Blue Ocean Institute
Bachelor of Education - Curriculum And Instruction
University of Buea
High School Diploma -
Government Bilingual High School
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