Jessica O Unuakhe
Front Office Manager at Belfast Africa- Claim this Profile
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Bio
Nii Th. (Theo) M.M. Tiemessen
I have worked with Jessica both at The George Ikoyi/Lagos Nigeria, and at Belfast Africa Ltd. Ghana. Jessica is a very professional FO/RD manager with extensive experience. She is well versed in numbers and has the right commercial insight to achieve the maximum together with her team. In addition to all this, Jessica is a very pleasant colleague, good sense of humor, very good communication skills and always willing to learn and go the extra mile. I wholeheartedly recommend her in an equivalent or higher position.
Tobias Byamugisha Kasaija
Jessica has been a beauty to work with. She approaches work with high professionalism and integrity. She is a good team player with attention to details.
Nii Th. (Theo) M.M. Tiemessen
I have worked with Jessica both at The George Ikoyi/Lagos Nigeria, and at Belfast Africa Ltd. Ghana. Jessica is a very professional FO/RD manager with extensive experience. She is well versed in numbers and has the right commercial insight to achieve the maximum together with her team. In addition to all this, Jessica is a very pleasant colleague, good sense of humor, very good communication skills and always willing to learn and go the extra mile. I wholeheartedly recommend her in an equivalent or higher position.
Tobias Byamugisha Kasaija
Jessica has been a beauty to work with. She approaches work with high professionalism and integrity. She is a good team player with attention to details.
Nii Th. (Theo) M.M. Tiemessen
I have worked with Jessica both at The George Ikoyi/Lagos Nigeria, and at Belfast Africa Ltd. Ghana. Jessica is a very professional FO/RD manager with extensive experience. She is well versed in numbers and has the right commercial insight to achieve the maximum together with her team. In addition to all this, Jessica is a very pleasant colleague, good sense of humor, very good communication skills and always willing to learn and go the extra mile. I wholeheartedly recommend her in an equivalent or higher position.
Tobias Byamugisha Kasaija
Jessica has been a beauty to work with. She approaches work with high professionalism and integrity. She is a good team player with attention to details.
Nii Th. (Theo) M.M. Tiemessen
I have worked with Jessica both at The George Ikoyi/Lagos Nigeria, and at Belfast Africa Ltd. Ghana. Jessica is a very professional FO/RD manager with extensive experience. She is well versed in numbers and has the right commercial insight to achieve the maximum together with her team. In addition to all this, Jessica is a very pleasant colleague, good sense of humor, very good communication skills and always willing to learn and go the extra mile. I wholeheartedly recommend her in an equivalent or higher position.
Tobias Byamugisha Kasaija
Jessica has been a beauty to work with. She approaches work with high professionalism and integrity. She is a good team player with attention to details.
Credentials
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Certified Front Office Manager
International Hospitality Institute -
Certified Rooms Division Manager
International Hospitality Institute
Experience
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Belfast Africa
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Ghana
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Hospitality
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1 - 100 Employee
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Front Office Manager
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Jun 2022 - Present
Directing operations at the front desk and ensuring customer service meets high expectations. Implementing front office objectives and procedures. Tending to guest remarks and requests and a timely resolution. Conducting performance reviews of the front office staff. Standard operating procedure training and re training. Improving guest reviews online whilst making sure guest is satisfied with service delivery. Effective management of the reception area, supervising the team members, enforcing hotel policies and ensuring guest services are exemplary. Driving reviews, thereby improving the hotel’s rating on all platforms, especially TripAdvisor. Show less
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The George Lagos
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Nigeria
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Hospitality
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1 - 100 Employee
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Front Office Manager/Sales
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Feb 2019 - Jun 2022
Managing and co-coordinating front office operations to provide efficient, prompt, courteous, trouble free & proactive service to guests, hence maximizing room revenue and guest satisfaction. Also manage and co-ordinate the hotel sales and marketing staff and functions. All work will be in line with the hotel's and departmental guidelines and business plan and best practice. Responsibilities; Controls room rates and implements approved rate changes. Monitors advance deposit, credit procedures and cash ups. Ensures that front offices is staffed according to need by utilizing business forecasts to schedule employees. Keeps effective key control and participates in matters relating to customer room security. Monitors front office activities regarding discounts, billing instruction and compliance with hotel credit policies. Utilizes leadership skills and motivation to maximize employees productivity and satisfaction. I control the channel manager, I ensure parity on all OTA booking platforms and rates are loaded correctly on the GDS for international corporate companies. I manage website bookings, follow up on payment and ensure payment is received appropriately. I handle corporate rate contract for local companies and ensure the right amount of revenue and negotiated room nights is achieved yearly. I create seasonal packages to maximize revenue. I ensure the highest ADR and revPar is achieved daily, which automatically helps to exceed the targeted daily expectations of room revenue. Show less
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The LilyGate Lagos
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Nigeria
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Hospitality
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1 - 100 Employee
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Reservation Sales Manager
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Jun 2018 - Jan 2019
Responsible for existing corporate and travel agent room sales for the hotel. Conducts daily sales calls and arrange site inspection trips to hotels by corporate clients. Develop strong relationships with on property front office team to ensure working in unity and always striving to achieve the same goals. Attending all department and hotel meetings as necessary. Develops relationships within community to strengthen and expand customer base for sales opportunities. Knowledgeable in hotel and guest room facilities/services and ensures reservations agents are equally knowledgeable. Reviews no-show and cancelled reservations and processes charges according to hotel’s policy. Responsible for hotel and local reservations and reservation - links to best western world wide. Review room blocking for long stay. Suites and special group request. Follows up tentative bookings and update reservation status. Social Media handling, Instagram, Facebook. Replying guests feedback on TripAdvisor. Show less
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Front Office Manager/Reservations
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May 2017 - Jun 2018
Ensures the smooth and efficient operations in the reservations unit through swift, effective and proper reservations service to achieve maximum room revenue in order to meet or exceed the revenue target.In general, I am creating rate plans, loading rates into the property management system and channel manager. Working with Sales department to boost occupancy and the average daily room rate.Key Responsibilities:1. Liaising with travel agents and loading rates and availability on the system.2. Managing my team effectively3. Ensuring all reservations are made accordingly.4. Preparing occupancy forecast.5. Upholding the standard of the hotel regarding policies, procedures and credit limit.6. I observe and ensure the proper telephone etiquette are maintained at all times.7. I maintain a cordial and good communication skills with clients and Guests.8. Supervising group reservations and ensuring good hospitality service is rendered accordingly.9. Ensuring special handling of VIP and repeat Guests.10. I have sound knowledge of hotel facilities, and services and also ensuring that travel agents are knowledgeable.11. Directly supervising the front office staff duties, from concierge to guest service agent, night auditors, guest relations and front office supervisors.12. To ensure that the team works hand in hand with other departments.13. Ensuring that the team has a drive towards revenue with up selling skills.14. Social Media handling, Instagram, Facebook. Replying to guests feedback on TripAdvisor. 15. taking enquiries and booking event space for clients. Show less
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Front Office Manager
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Apr 2016 - Dec 2016
Directly supervises all front desk personnel and operations. Ensures proper completion of all front office duties. Directs and coordinates the activities of the front desk, reservations, guest services, Concierge and telephone areas. Prepare monthly reports and budget for front office department. I also ensure that a warm welcome, speedy, efficient check-in and check-out service for guests.Key Responsibilities:1.Involved in training and hiring front desk staff. 2.Attending to Guest complain.3.Personally escorting VVIP Guest in the absence of the General Manager. 4.Updating rates and availability on OTA and GDS. 5.Skilled in upselling rooms. 6.Representing the General Manager in meetings with online travel agents. 7.Keeping good relationship with online travel agent, and Hotel Guests. 8.keeping the standard of the hotel and making sure my team members are doing the same. 9.Verifies with House-keeping and maintenance department that accurate room status information is maintained and properly communicated.10.Working tirelessly to make sure that hotel room revenue keeps going up by initiating interesting ideas to boost sales.11. Very good computer skills and a sound knowledge of Opera PMS.12. Very good Knowledge of Hotel environment, standards, rules and regulations. Show less
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Reservations Agent
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Jan 2016 - Mar 2016
1. Attending to Guest Reservations via email.2. Attending to Guest complains and comments online and on the property.3. Process reservations from sales office, travel agents and other hotel departments, Sending confirmation of Guest Reservations. 4. Creates and maintains reservation records by date of arrival and alphabetically.5. Prepares letter of confirmation and send to clients or guest emails accordingly.6. Ensuring that Guest satisfaction is priority.7. Processes cancellations and modification and promptly relays this information to the front desk.8. Tracks future room availabilities on the basis of reservations.9. Understands the hotels policy on guaranteed, non-guaranteed reservations and No-Shows10. Attending to all enquires pertaining to the hotel services. Show less
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Protea Hotels by Marriott®
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South Africa
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Hospitality
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700 & Above Employee
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Guest Service Agent
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Apr 2014 - Dec 2015
1. Attending to walk in Guest, Guest enquires and making sure they are satisfied with hotel services. 2. Check-in and checkouts of Guests. 3. Taking care of Guest bills. 4. Using up selling techniques to sell rooms and also to promote Hotel standard. 5. Posting all credit charges to Guest folio. 6. Coordinates room status updates by notifying housekeeping department of all check-out rooms late check-out, early check-ins, special request and day use rooms. 7. Good knowledge of room locations, types of rooms available and room rates. 8. Good knowledge of Opera PMS. 9.To promote loyalty amongst a broad range of Guests. 10. Reviews arrival list daily, 11. Ensuring Guests receive a first class service. Show less
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Domus Fidei
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Toyin Street, Near St Leo Catholic Church Ikeja, Lagos Nigeria
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Front Desk Receptionist
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Aug 2012 - Apr 2014
1. Taking phone calls and transferring it to the appropriate department. 2. Answering all incoming calls. 3. Working as communication hub during emergencies. 4. Preparing and posting Guest bill at appropriate time on or before check out. 5. Forwarding incoming calls to the desired office extension. 6. Register guest and assign rooms, understand room status. 7. knows room location, room rate and type of rooms available. 8. Uses proper telephone etiquette. 9. Report any unusual occurrence to the line Manager. 10. Understands proper credit and cash handling procedures. 11. Analog procedure for a hundred and eight rooms (108) Show less
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Education
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Confederation of Tourism and Hospitality
Diploma 4, Diploma 4 in Tourism and Hospitality Management -
Wavecrest College of Hospitality
Professional Certificate in Hospitality, Hospitality