Summary
Overview
Work History
Education
Skills
Languages
Affiliations
References
Timeline
Generic
Fon Achu

Fon Achu

Johannesburg

Summary

Dynamic Front Desk Guest Service Agent with a proven track record at Protea Hotel by Marriott, excelling in customer service and conflict resolution. Adept at managing reservations and generating detailed reports, I consistently enhance guest experiences while ensuring safety compliance and efficient front office operations. Committed to delivering exceptional hospitality.

Overview

4
4
years of professional experience

Work History

Front Desk Guest Service Agent

Protea Hotel by Marriott
Cape Town
01.2022 - Current
  • Greeted guests in a friendly and professional manner.
  • Responded to customer inquiries and complaints in a professional manner.
  • Resolved customer complaints in an efficient and timely manner.
  • Updated records for all guests staying at the hotel including contact details, number of nights stayed, special requests.
  • Answered phones promptly and efficiently routed calls to appropriate personnel or departments.
  • Assisted in the check-in process by verifying guest identification, collecting payment, issuing room keys, and providing directions to rooms.
  • Ensured that all front desk areas were adequately stocked with supplies at all times.
  • Greeted guests upon arrival and provided them with information regarding hotel services, features, and local areas of interest.
  • Handled high volume of phone calls and routed to proper guest or internal department.
  • Reserved guest rooms over phone, in person and via computer for travelers and provided confirmations.
  • Answered telephones and greeted visitors to assist, answer questions and direct.
  • Assisted guests at check-in, providing information on various services within hotel.

Receptionist / Front Desk Agent

City Lodge Hotel Group
Johannesburg
03.2021 - 12.2023
  • Provided excellent customer service at all times while interacting with both internal and external customers.
  • Managed all incoming mail distribution, courier services, faxes, and photocopying documents as requested.
  • Provided administrative support to staff members including typing letters, filing documents, and scanning and copying documents when necessary.
  • Assisted in maintaining office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing orders for supplies; verifying receipt of supplies.
  • Greeted visitors and provided them with assistance.
  • Verified visitors' identification cards before allowing access to the building.
  • Updated daily log book with information about visitors entering the premises.
  • Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.

Education

Diploma in Hospitality And Hotel Management -

Catholic University Institute of Buea (CUIB)
Buea, Cameroon
11-2016

High School Diploma -

PCHS Bamenda
Bamenda, Cameroon
08-2013

Skills

  • Customer service
  • Reservation management
  • Data entry
  • Front desk operations
  • Multi-line phone systems
  • Conflict resolution
  • Visitor management
  • Team collaboration
  • Effective communication
  • Attention to detail
  • Problem solving
  • Language proficiency
  • Patience and tolerance
  • Guest relations
  • Professional appearance
  • Complaint handling
  • Registration
  • Record preparation
  • Administrative skills
  • Sales expertise
  • Report generation
  • Registration processing
  • Guest amenities
  • Hospitality services
  • Lobby oversight
  • Conflict management
  • Information protection
  • Front office support
  • Guest accommodations
  • Problem-solving skills

Languages

English
First Language
French
Advanced (C1)
C1

Affiliations

  • Volunteering at local tourism events and hospitality expos
  • Participating in customer service workshops
  • Learning new languages (currently learning Afrikaans and Zulu)
  • Attending hotel and hospitality webinars
  • Exploring different cultural cuisines
  • Engaging in travel and local tourism
  • Organizing community clean-up and awareness events
  • Networking with hospitality professionals via LinkedIn
  • Reading personal development and communication books
  • Practicing mindfulness and stress management techniques

References

References available upon request.

Timeline

Front Desk Guest Service Agent

Protea Hotel by Marriott
01.2022 - Current

Receptionist / Front Desk Agent

City Lodge Hotel Group
03.2021 - 12.2023

Diploma in Hospitality And Hotel Management -

Catholic University Institute of Buea (CUIB)

High School Diploma -

PCHS Bamenda

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