Francis Kumuni
Marina,UAE
Summary
Dedicated hospitality professional with expertise in guest satisfaction and crisis situations response. Demonstrates exceptional professional phone etiquette and resilience to stress, ensuring seamless night shift operations. Proficient in handling guest complaints, room preparation, and bell cart operation, with a strong focus on enhancing guest experiences through comprehensive knowledge of hotel amenities. Career goal includes advancing within the hospitality industry to further develop skills in guest relations and operational management.
Overview
6
6
years of professional experience
3
3
years of post-secondary education
Work history
Bellhop
EMAAR HOSPITALITY GROUP
The Hills, United Arab Emirates
08.2023 - 01.2025
- Marked baggage accurately with claim checks
- Maintained security of guest luggage and business property.
- Handled and stored luggage and packages with care to prevent damage.
- Supported customers with special requirements to enhance service.
- Delivered messages and packages within desired timeframes.
- Welcomed guests in friendly, professional manner.
- Coordinated group arrivals and departures, handling multiple luggage items efficiently.
- Communicated with coworkers and managers to coordinate tasks.
- Assisted in event management activities at the hotel; ensured successful execution of planned events.
- Facilitated safe storage of guests' belongings to enhance their peace of mind.
- Handled all incoming phone calls, ensuring customer queries were addressed promptly.
- To ensure guest comfort, carried out efficient room maintenance checks prior to arrival.
- Maintained detailed records of luggage and other items stored in cloakroom; prevented loss or misplacement.
- Managed valet parking operations effectively for seamless guest experience.
Bellhop
KEMPINSKI HOTEL
Accra, GHANA
03.2019 - 03.2021
- Handled minor repair tasks within rooms; contributed to maintaining high standards of accommodation.
- Managed valet parking operations effectively for seamless guest experience.
- Provided concierge services for enhanced guest convenience.
- Handled all incoming phone calls, ensuring customer queries were addressed promptly.
- Enhanced guest satisfaction by providing timely room service delivery.
- Ensured clean lobby area to promote a positive first impression.
- For personalised guest experiences, managed luggage transportation promptly and efficiently.
- Facilitated safe storage of guests' belongings to enhance their peace of mind.
- Collaborated effectively with front desk staff during peak check-in and check-out hours; streamlined operations during rush periods.
Education
High School Diploma - ART
Half Assini Senior High School
Takoradi, Ghana 06.2017 - 07.2020
Skills
- Professional phone etiquette
- Crisis situations response
- Night shift readiness
- Guest satisfaction focus
- Handling guest complaints
- Room prep knowledge
- Resilience to stress
- Knowledge of hotel amenities
- Routing navigation
- Bell cart operation
Languages
English
Fluent
References
References available upon request.
Timeline
Bellhop
EMAAR HOSPITALITY GROUP
08.2023 - 01.2025
Bellhop
KEMPINSKI HOTEL
03.2019 - 03.2021
High School Diploma - ART
Half Assini Senior High School
06.2017 - 07.2020
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