Open to opportunities

Tonbara Subai

@tonbarasubai

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Experienced customer service representative focused on guest satisfaction.

Nigeria

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What I'm looking for

I seek a role in a dynamic hospitality environment that values guest satisfaction and offers opportunities for professional growth.

I am an experienced customer service representative with over 7 years in the hospitality industry, dedicated to enhancing guest satisfaction and effectively handling customer complaints. My educational background includes a Master's Degree in Hospitality and a Post Graduate Diploma in Tourism Management from reputable institutions in Nigeria. I am passionate about delivering exceptional service and am eager to contribute my skills to a dynamic organization.

Throughout my career, I have successfully managed front desk operations, ensuring seamless guest check-ins and check-outs while reducing guest complaints by 62% through proactive communication and problem-solving. My experience includes overseeing front desk staff, maintaining accurate records, and collaborating with various departments to ensure a smooth operation. I am committed to continuous improvement and look forward to adding value to your brand.

Experience

Work history, roles, and key accomplishments

Assistant Front Office Manager

De-Brass Suites

Jan 2019 - Dec 2024 (5 years 11 months)

Managed front desk operations, ensuring quick and seamless guest check-in and check-out times. Successfully handled and reduced guest complaints by 62% through a dedicated open telephone complaint desk, preventing potential issues. Maintained accurate records of payments, guest interactions, and reports to support informed management decisions.

Scheduling Housekeeping Coordination Payment Processing

Hotel Front Desk Officer

Bayelsa State Tourism Development Guest Inn

Jan 2010 - Dec 2013 (3 years 11 months)

Managed reservations, cancellations, and inquiries efficiently via phone, email, and in-person interactions. Oversaw check-in and check-out processes for over 155 guests weekly, ensuring a seamless and efficient service experience. Ensured high guest satisfaction through effective and efficient resolution of complaints and service issues.

Customer Service Email Communication

Housekeeper/Receptionist Intern

Novotel Accor Hotel

Jan 2006 - Dec 2007 (1 year 11 months)

Maintained the cleanliness and orderliness of guest rooms and public areas, including changing linens, making beds, and cleaning bathrooms. Ensured all in-room appliances and fixtures were in good, usable condition for guest comfort. Performed vacuuming, sweeping, and mopping of floors throughout guest rooms and public spaces.

Public Area Maintenance Linen Management Appliance Inspection

Education

Degrees, certifications, and relevant coursework

National Institute for Hospitality and Tourism (NIHOTOUR)

Post Graduate Diploma, Tourism Management

Undertook a Post Graduate Diploma specializing in Tourism Management. Developed comprehensive knowledge of tourism operations, policy, and sustainable practices.

University of Port Harcourt

Masters Degree, Hospitality Management and Tourism

Completed a Master's degree focusing on advanced principles of hospitality management and tourism. Gained expertise in strategic planning, operations, and guest services within the global tourism industry.

Kaduna Polytechnic (Federal)

Higher National Diploma, Tourism and Hospitality Management

Obtained a Higher National Diploma in Tourism and Hospitality Management. Acquired foundational and advanced skills in hotel operations, guest relations, and tourism sector management.