Hi, I’m
Sabina OduroKwarteng
Dubai
Summary
Efficient and articulate
professional with a strong focus on organization and customer satisfaction, eager to contribute to team success through hard work, attention to detail, and excellent training skills.
Overview
19
years of professional experience
Work History
MFive Cleaning Services, Royal Central Hotels & Resorts Dubai
HOUSEKEEPING SUPERVISOR
07.2022 - Current
Job overview
- Assist the Housekeeping Manager & Assistant Housekeeper in efficiently managing the department according to the established concept statement, providing a courteous, professional and efficient and flexible service at all times, following the hotel Standards of Performance
- To have full working knowledge and capability to supervise, making sure that all services offered by housekeeping are always carried out with the utmost efficiency and courtesy
- To assign responsibilities to subordinates, implement multi-tasking principles and check their performance daily
- To assist in maintaining and implementing a flexible employee base, with the right mix of employees
- Read the log book sign, note and follow up on them, (maintain the Daily Log Book)
- Prepare proper equal rooms allocation for all staff
- Highlight the VIPs, long staying and special request room number on Room Att
- Worksheet
- Take a 5-minute briefing of staff check grooming, arrival, departure, occupancy, special instruction from the management, and guest comments
- Take a round of your area and make sure that all areas are neat and clean,(Check the arrival rooms, Check the departure rooms, Check the occupied rooms, Check VIP's arrival and in-house)
- Check the room attendant worksheet and correct it if there is any mistake (from time to time)
- Make a discrepancy (housekeeper/ occupancy) report check the physical status of all rooms and update accordingly before the end of the shift
- Check for DND, Chain Lock no luggage rooms and out-of-service rooms should be followed up and physically checked to avoid any issues
- To ensure that NO defective or dirty rooms are sold to a guest
- To work closely with Front Office and Engineering Department to ensure that rooms are blocked accordingly for maintenance and to coordinate all repairs and issues and maintenance job orders
- Report and maintain for any damages or lost and found article immediately without any failure
- To assist in conducting monthly inventory checks on all operating equipment and supplies/linen
- Assist in planning the weekly duty roster and work schedules
- To ensure that all employees have a complete understanding of and adhere to the Hotel's Employee Rules & Regulations and adhere to the hotel's policy relating to Fire, Hygiene, Health and Safety
- To submit all guest and staff incident reports while easily adapting to changing priorities and meeting deadlines, and work in a teamwork environment
- Good Communications Skills in English
- Multitasking ability and Time Management Skills with good organizational skills and excellent customer relationship skills
- Ability to handle a large volume of work quickly and accurately under time constraints and minimum supervision
- Proficiency in general office duties and responsibilities, flexible and willing to learn new skills
- Aggressive, hardworking, resourceful, and dedicated to work
- To supervise departmental orientation programs for new employees to make sure that they understand the policy and procedures of the hotel
- To ensure that the workplace is kept clean, orderly and organized, both at the front as well as the back of the house
- To handle guest and employee inquiries courteously and efficiently and report guest complaints or problems to the manager if no immediate solution can be found and assure follow-up with guests
Rosewood Hotel, Abu Dhabi
HOUSEKEEPING SUPERVISOR
03.2016 - 10.2021
Job overview
- Responsible for assisting in the overall management of the Housekeeping Department
- Ensure that standards are maintained at a superior level daily
- Monitor and control operation of various sections including, but not limited to linen room, uniform room, floors, public areas, offices and storerooms
- Supervise, direct, coordinate, influence and persuade staff to maintain the service standards of the hotel
- Recommend hiring, developing, counselling, motivating and training staff by hotel policies and procedures
- Respond courteously, professionally and rapidly to resolve all guest and staff difficulties
- Interaction with supervisors, subordinates, co-workers, and guests in completing assignments, and resolving staff and guest complaints
- Perform various duties, often changing from one task to another of a different nature without loss of efficiency or composure
- Maintain cleanliness and safety of the work area and responsible for lost and found
- Prepare purchase requisition forms
- Maintain employee attendance, uniform and room history cards
- Ensure guest complaints are resolved promptly
- Inventory, issue and control the use of linen, amenities, cleaning, and other housekeeping supplies
- Maintain accurate records of linen and uniforms sent to and returned from laundry
- Ensure correct usage of cleaning chemicals for designated surfaces, according to OSHA regulations and hotel requirements
Rosewood Hotel, Abu Dhabi
HOUSEKEEPING COORDINATE
01.2016 - 03.2016
Job overview
- Run sold room reports, verify room status, determine discrepant rooms, prioritize room cleaning, and update the status of departing guest rooms assist Housekeeping management in managing daily activities
- Act as a liaison to coordinate the efforts of Housekeeping, Engineering, Front Office, and Laundry
- Document and resolve issues with discrepant rooms with the Front Desk
- Prepare, distribute, and communicate changes in room assignments
- Communicate issues to the next shift
- Complete the required paperwork
- Assist management in hiring, training, scheduling, evaluating, counselling, disciplining, motivating and coaching employees
- Follow all company and safety and security policies and procedures; report any maintenance problems, safety hazards, accidents, or injuries; complete safety training and certifications
- Ensure uniform and personal appearance are clean and professional; maintain the confidentiality of proprietary information; protect the company assets
- Speak with others using clear and professional language
- Develop and maintain positive working relationships with others; listen and respond appropriately to the concerns of other employees
- Ensure adherence to quality expectations and standards
- Enter and locate work-related information using computers and/or point-of-sale systems
Rosewood Hotel, Abu Dhabi
HOUSEKEEPING ATTENDANT
01.2015 - 01.2016
Job overview
- Clean guest rooms as assigned, ensuring the hotel's established standards of cleanliness
- Responsible for reporting any maintenance, deficiencies and handling guest requests or complaints
- Ensures the confidentiality and security of all guest rooms
- Policies, service procedures and standards
- Ensure that standards are maintained at a superior level daily
- Clean guest rooms by category priority
- Ensure the presence of fire safety, rate cards and DND sign
- Inspect condition and replace as needed
- Ensure the security of any assigned guest room keys
- Handle guest complaints by following the six-step procedures and ensuring guest satisfaction and reporting any damages or maintenance problems to the Supervisor
- Turn over any lost and found items from guest rooms to the Supervisor and exhibit a friendly, helpful and courteous manner when dealing with guests and fellow employees
- Adhere strictly to rules regarding health and safety and be aware of any company-related practices
- Responsible for following standard operating procedures
- Maintain complete knowledge of and comply with all departmental policies
M-Plaza Hotel, Accra Ghana
FRONT OFFICE AGENT
03.2010 - 12.2014
Job overview
- Provide information and assistance to all guests and visitors
- Meet with the Supervisor to review daily assignments and priorities
- Answer the department telephone within 3 rings, using the correct greeting and telephone etiquette
- Maintain guest history files on all guests
- Resolve discrepancies on the room status report with Housekeeping
- Maintain guest history files on all guests
- Pre-register designated guests and prepare key packets
- Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery)
- Set up a workstation with necessary supplies
- Maintain complete knowledge at all times of All hotel features/services, and hours of operation
- All room types, numbers, layout, decor, appointments and location
- All room rates, special packages and promotions
- Daily house count and expected arrivals/departures
- Room availability status for any given day
- Scheduled daily group activities / VIPs
- Verify reservation information with the guest (departure date, room type)
- Confirm reservation in the system and review all noted information
Golden Tulip Hotel, Accra Ghana
GUEST SERVICE AGENT
08.2008 - 02.2010
Job overview
- Ensure the desk is at all times equipped with functional equipment and stocked with enough stationery and collateral, forms and order them promptly
- Communicate with guests looking to make or cancel hotel reservations
- Greet guests entering the premise on arrival, assign them rooms and suites, issue keys, and collect payment information
- To provide our guests with an on-brand personalized arrival and departure experience
- To ensure guest ledgers are well controlled
- To effectively contribute to a high Guest Voice loyalty composite through recognition, friendliness, helpfulness and efficiency
- Review arrivals and departures
- Respond and take action on guest complaints and problems
- Coordinate with housekeeping, porters, transport providers and kitchen staff to meet guest requirements
- Ensure smooth and clear communication with all other FO, HK, Club and Room service associates
- Control high-balance reports daily
- Ensure compliance with PCI policies
- Ensure rooms allocated for VIPs are not changed unless amenities are shifted
- Acquire the proper product and service knowledge needed to perform properly
- Upselling revenue
Kakum National Park, Central Region Ghana
TOUR GUIDE
01.2006 - 07.2008
Job overview
- Greeting and welcoming customers to the tour
- Informing customers about the itinerary for each tour
- Planning itineraries by weather forecasts and the length of each tour
- Scheduling visits and purchasing tickets to museums, galleries, protected parks, and other attractions ahead of time, if required
- Planning alternate activities if cancellations, closures, or weather prohibit you from attending scheduled events
- Gathering and maintaining the requisite equipment for each tour
- Familiarize yourself with the layout and history of the region or establishment in which you will be working
- Familiarizing customers with each region or establishment
- Directing customers to other, non-competing services that might be of interest to them
Education
Regent University College of Science and Technology, Accra
Advanced Diploma from Hospitality and Tourism Management
07.2009
Trans African College, Accra
Hotel & Catering Management
09.2005
Wang Computer Training Institute, Accra
Computer Certificate from Microsoft Office (Outlook, Word, Excel, Powerpoint, etc)
04.2003
Krobo Girls Senior High School, Eastern Region
High School Certificate
11.2000
Skills
- Office-based computer applications
- Microsoft Office
- Opera
- Knowcross
- Hotsos
- Protel
- Medallion
- Detail-oriented
- Attention to detail
- Ability to analyze and classify data
- Planning
- Organizing work
- Good communication skills
- Multitasking
- Time management
- Organizational skills
- Customer relationship skills
- Ability to handle large volume of work
- Accuracy under time constraints
- Minimum supervision
- Proficiency in general office duties
- Flexibility
- Willingness to learn new skills
- Aggressive
- Hardworking
- Resourceful
- Dedicated to work
Languages
English
French
Arabic
References
Available Upon Request
Personal Information
- Visa: Residence Visa
- Nationality: Ghanaian
- Marital Status: Married
Timeline
HOUSEKEEPING SUPERVISOR
MFive Cleaning Services, Royal Central Hotels & Resorts Dubai
07.2022 - Current
HOUSEKEEPING SUPERVISOR
Rosewood Hotel, Abu Dhabi
03.2016 - 10.2021
HOUSEKEEPING COORDINATE
Rosewood Hotel, Abu Dhabi
01.2016 - 03.2016
HOUSEKEEPING ATTENDANT
Rosewood Hotel, Abu Dhabi
01.2015 - 01.2016
FRONT OFFICE AGENT
M-Plaza Hotel, Accra Ghana
03.2010 - 12.2014
GUEST SERVICE AGENT
Golden Tulip Hotel, Accra Ghana
08.2008 - 02.2010
TOUR GUIDE
Kakum National Park, Central Region Ghana
01.2006 - 07.2008
Regent University College of Science and Technology
Advanced Diploma from Hospitality and Tourism Management
Trans African College
Hotel & Catering Management
Wang Computer Training Institute
Computer Certificate from Microsoft Office (Outlook, Word, Excel, Powerpoint, etc)
Krobo Girls Senior High School
High School Certificate
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