KINGSLEY NKENGASONG NJUAKA
Dubai,UAE
Summary
Highly motivated and results-driven hospitality professional with a proven track record of providing exceptional guest experiences. Possessing a strong passion for delivering top-notch service, I have developed a comprehensive understanding of the hospitality industry, including hotels and resorts. With excellent interpersonal and communication skills, I excel in creating a welcoming and comfortable environment for guests, ensuring their satisfaction and loyalty. Skilled in managing front desk operations, coordinating reservations, and resolving guest inquiries, I am committed to upholding the highest standards of service excellence. With a strong attention to detail, multitasking abilities, and a proactive approach, I consistently exceed guest expectations while fostering a positive and collaborative team environment. Seeking to leverage my expertise in hospitality to contribute to a renowned establishment committed to providing memorable experiences for guests.
Overview
4
4
years of professional experience
5
5
years of post-secondary education
Work history
CUSTOMER SERVICE AGENT
MTN CAMEROON
DOUALA, CAMEROON
10.2019 - 11.2020
- Ensure the telephone is answered in a timely and professional manner.
- Building a rapport with the customers, striving to understand their preferences, needs, and expectations. Provide personalized service and follow up to ensure customer satisfaction and loyalty.
- Develop a comprehensive understanding of the company exclusive offer and ongoing promotions to provide accurate information to customers.
- Manage guest queries through telephone, Email and online chat platform, Provide accurate and helpful information, troubleshoot problems, and resolve issues in a timely manner.
- Listen attentively to customer concerns, showing empathy and understanding. Investigate and analyze issues, identify root causes, and propose effective solutions to meet customer needs to achieve satisfaction
- Keeping records of customer interactions, transaction, comments, and complaints
- Identify and escalate complex or unresolved customer issues to appropriate internal teams, ensuring prompt resolution and customer satisfaction. Follow escalation procedures and maintain communication with customers throughout the process
- Adhere to established customer service standards, guidelines, and performance metrics. Strive to achieve or exceed key performance indicators (KPIs), such as response time, customer satisfaction ratings, and resolution rates.
- Actively seek opportunities to enhance the customer experience and contribute ideas for process improvements. Provide feedback to management on customer trends, pain points, or suggestions for service enhancements.
Hotel Receptionist
Chariot Hotel
BUEA, CAMEROON
12.2020 - 06.2021
- Greet and welcome guests warmly, aiming to provide positive, smooth check-in experiences. Provide guests with relevant information about the hotel.
- Managed guest bookings and enquiries accurately and efficiently for continued guest satisfaction.
- Handling customer payments and updated reservations with the hotel system
- Achieved 3-star reviews by delivering outstanding customer service.
- Maintained clean, tidy reception areas, ensuring consistently positive first impressions.
- Registered guest information on hotel database to maintain accuracy.
- Submitting incident and activity reports to manager to inform future decision-making on policies.
- Addressing questions and escalating complaints to management.
TELEPHONE OPERATOR
Sofitel Dubai The Palm
Dubai, UAE
08.2021 - Current
- Ensuring the telephone is answered in a timely and professional manner, providing a positive first impression of the hotel.
- Manage guests queries through telephone, Email and online chat platform, ensuring smooth and seamless transitions.
- Respond to inquiries from guests by providing accurate and relevant information about the ongoing promotion or service offered by the hotel, operating hours, or other requested details. Maintaining a good knowledge base to address frequently asked questions.
- Provide exceptional customer service and display a friendly and professional attitude towards guests, Handle challenging guests with patience and empathy, striving to resolve customer issues and escalate major concerns to management for further assistance.
- Handle emergency calls with a calm and composed demeanor, communicate frequently with the manager and the entire team to determine the appropriate emergency response, and follow established protocols.
- Operate and monitor telephone switchboards or computerized phone systems efficiently. Troubleshoot basic technical issues, such as connection problems or equipment malfunctions, and escalate complex technical problems to the appropriate team.
- Maintain accurate records of call logs, message details. Generate and arrange reports on call statistics, including call volume, average call duration, or peak call times, as required.
Education
Certificat d’Aptitude Professionnelle - Equipment Electrician
Government Technical College Limbe
Cameroon 09.2011 - 06.2014
High School Diploma - Electrical Technology
Government Technical High School Ombe
Cameroon 09.2016 - 06.2019
Skills
High school diploma
Experience as a receptionist and customer-facing role
Familiarize with office software applications (eg, Microsoft Office Word, Microsoft Office Excel)
Flexible to work in shifts, including evenings, weekends, and holidays
Problem-solving and guest service orientation to handle inquiries, requests, or unexpected situations
Excellent skills, with the ability to manage multiple tasks and prioritize effectively
Excellent verbal and written communication skills, with a professional and courteous demeanor
Professionalism, reliability, and a strong sense of confidentiality in handling sensitive information
Achieve a certificate for the act of reservations from Signature Worldwide and Emotional intelligence attestation
Proficiency in using office equipment, such as multi-line phone systems, computers, printers, scanners and fax machines
Interests
Sport oriented, reading, Travelling, Watching news, Music
Additional Information
- Trained receptionist
- Height: 1.82m
Languages
English
Native
French
Upper intermediate
Sports, Reading, Travelling, Movie, News
I love sport like gymnastic, reading books relating to education while travelling, watch movies and news while resting
Timeline
TELEPHONE OPERATOR
Sofitel Dubai The Palm
08.2021 - Current
Hotel Receptionist
Chariot Hotel
12.2020 - 06.2021
CUSTOMER SERVICE AGENT
MTN CAMEROON
10.2019 - 11.2020
High School Diploma - Electrical Technology
Government Technical High School Ombe
09.2016 - 06.2019
Certificat d’Aptitude Professionnelle - Equipment Electrician
Government Technical College Limbe
09.2011 - 06.2014
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