Enow Francis Ayuk

Experience

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  Divisional Delegation of Tourism as nd Leisure Fako

  Nov 2014 - Jan 2016

  Administrative Assistant

  SummaryThe role involves developing and maintaining administrative documents, facilitating training and workshops in the tourism sector, inspecting and ensuring compliance at tourist and leisure sites, and Process monthly statistical reports from hotels.• Development of Administrative Documents: Create, review, and maintain essential administrative documents to ensure the seamless functioning of operations and adherence to compliance standards• Communication and Development: Plan, coordinate, and facilitate workshops and training sessions for stakeholders in the tourism and leisure industry to enhance their skills, knowledge, and collaborative efforts. Discuss the importance and advantages of accurately collecting Guest Data while addressing potential risks. Provide communication, assistance, clarification, training, and updates regarding Ministerial Degrees and Communiqués. • Inspection and Control of Touristic and Leisure Sites: Implement control measures and conduct regular inspections of touristic and leisure sites to uphold quality standards and compliance.• Statistical Review: Gather and process monthly statistical reports from all hotels regionally and disseminate them for further analysis. Show less

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  Hotel Ibis douala

  May 2016 - Aug 2019

  Night Auditor and F.O Specialist

  SummaryThis role involves managing guest services, overseeing financial transactions and invoicing, promoting the loyalty program, conducting night audits, organising breakfast for early departures, and compiling monthly statistical reports for the Ministry of Tourism and Leisure.- Guest Services: Drive the management of reservations, ensure seamless guest arrivals, and take charge of check-in/check-out procedures to guarantee exceptional guest satisfaction. - Accounts Receivable and Cashiering: Maintain robust financial oversight, execute prompt invoice follow-ups and collections, - Loyalty Program: Actively engage with guests to promote the Accor Portal, highlight immediate benefits, and facilitate smooth enrolment into the program.- Business Operations: Manage night auditing, coordinate midnight snack offerings and organise continental breakfasts for early departures, conduct thorough guest folio audits, and ensure the efficient opening and closing of business dates while compiling and submitting the hotel’s monthly statistical report to the Ministry of Tourism and Leisure (MINTOUL). Show less

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  ONOMO Hotels

  Aug 2019 - Jul 2023

  SummaryThis role outlines accounts receivable and cashiering responsibilities, team supervision and development, guest relations management, and business operations, focusing on financial oversight, team coordination and training, guest satisfaction, effective reservations and hotel revenue management.• Accounts Receivable & Cashiering: I confidently oversee financial operations, ensuring timely invoice follow-up and collections, while compiling and submitting comprehensive monthly statistical reports to the Ministry of Tourism and Leisure.• Team Supervision & Development: I lead a dynamic team, driving enhanced KPIs through strategic planning and effective follow-up, while fostering competency development through training, mentoring of interns, and seamless onboarding, all in strict compliance with regulatory requirements.• Guest Relations Management: I expertly manage guest interactions across all social media platforms, proactively addressing reviews and enhancing the guest experience before, during, and after their stay, identifying trends to elevate satisfaction and promoting our loyalty program to strengthen brand image.• Business Operations: I efficiently manage reservations and prepare for guest arrivals, ensuring smooth check-in and check-out procedures, while strategically overseeing room availability, distribution channels, hotel revenue management, and conducting thorough audits of guest folios, alongside coordinating the opening and closing of business dates with precision. Show less

  • Accounts Receivable Supervisor, Front Office Supervisor and Night Auditor

    Dec 2019 - Jul 2023

  • Night Auditor

    Aug 2019 - Jul 2023

  • Night Auditor

    Aug 2019 - Jul 2023
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  BlueLink International CZ

  Feb 2022 - Dec 2023

  Customer Relationship Management

  SummaryThe main activities are as follows: Customer enquiries and crisis management involve handling cases related to upselling, flight delays, cancellations, delay/missing luggage, and financial transactions. Effective system and process management requires multi-tasking and compliance while handling sensitive data. Strong communication and teamwork skills are also essential for internal and external collaboration, focusing on performance metrics and adaptability.• Customer Inquiries/Queries Management: Proactively manage customer cases/calls, Crisis Management, effectively handle front and back office operations, drive upselling and cross-selling strategies, and swiftly address flight delays, cancellations, lost luggage, and financial transactions.• System and Process Management: Efficiently utilize multiple operational systems and customized tools, expertly manage sensitive data while upholding compliance to quality and regulations. • Communication and Teamwork: Take charge of responsibilities through strong collaboration both internally and externally, focus on achieving performance metrics, and demonstrate exceptional adaptability in dynamic environments. Show less

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  Johnson & Johnson

  Jan 2024 - Sept 2024

  Customer Service Specialist

  SummaryThis role involves managing customer cases and orders, ensuring accurate and timely processing through various systems, and maintaining professional communication and teamwork across internal and external stakeholders. The emphasis is on delivering excellent customer service while adhering to regulatory requirements and leveraging collaborative efforts to achieve service excellence.• Customer Case and Order Management: Investigate and process customer interactions, including orders, returns, and financial transactions, ensuring a high-quality service experience.• System and Process Management: Task management via multi-platforms ensuring timely approvals, maintain input accuracy and adherence to service standards and compliance protocols.• Communication and Teamwork: Coordinate activities across internal departments (customer service, supply chain, commercial, sales, finance) and external providers (distribution centres and transport providers) to ensure seamless service delivery.My experiences have been invaluable in effectively addressing a variety of customer concerns and inquiries in my work, bridging the gap between the company and the people it serves. My expertise in accurately processing orders and case files using various operational tools has ensured prompt and efficient service. These responsibilities and achievements highlight my commitment to providing excellent customer service and my ability to work systematically within a complex organizational structure. Show less