Ozemoya Aigbokhalia

      I have spent the past ten years working at a 13-room guesthouse in Nigeria. My career has been a remarkable evolution, taking me from the role of a cleaner to becoming a multifaceted professional specializing in customer acquisition, retention, and overall guest satisfaction.

From Cleaner to Front Desk

I began my journey in the hospitality industry as a cleaner, where my primary responsibility was to ensure that each room was immaculate and welcoming. This role instilled in me the importance of attention to detail and the significant impact a clean environment has on guest experiences. I quickly learned that cleanliness is not just about aesthetics; it is fundamental to guest comfort and satisfaction.

As I demonstrated my dedication and reliability, I was promoted to the front desk. This transition marked a pivotal moment in my career. At the front desk, I had the opportunity to interact directly with guests, manage reservations (through phone calls and in person), and address inquiries and complaints. I realized that my interactions could significantly influence a guest's perception of our guesthouse. This experience ignited my passion for customer acquisition and retention strategies.

      Through my interactions with guests, I developed a knack for indirectly selling our guesthouse to both new and existing customers. I engaged with local communities, sharing stories about our unique offerings and personalized experiences. By fostering relationships with guests, I encouraged them to refer friends and family, effectively expanding our customer base. I also implemented loyalty incentives, which not only rewarded returning guests but also created a sense of belonging within our community.

        My commitment and leadership qualities did not go unnoticed, leading to my promotion to supervisor. In this role, I oversaw the housekeeping team, ensuring that our standards(both high and regular standards) were consistently met. I took pride in training new staff, emphasizing the importance of exceptional customer service and operational efficiency. My experience in housekeeping allowed me to streamline processes, enhancing the overall quality of our services. As I honed my skills, I became recognized as a customer satisfaction specialist. I established feedback systems, by creating a whatsapp group and community, creating forms that were used to collect customer emails for marketing, utilizing the idea of a feedback kiosk to gauge guest experiences and identify areas for improvement. 

          I actively listened to our guests and addressing their concerns, I fostered a culture of continuous improvement within the guesthouse. This commitment not only enhanced our reputation but also solidified guest loyalty.

           Currently, I am on a journey to expand my skill set further by learning to utilize CRM tools, scheduling tools, and other technologies that can enhance customer success. Understanding how to leverage these tools and foster internal and external organizational relationships more effectively and streamline operations, has become my new career goal.

            I have also earned several certificates from Coursera in IT support, digital marketing, and personal branding. These courses have equipped me with valuable skills that I apply to my work daily. I am particularly excited about learning email marketing and manual script writing, as I believe these skills will further enhance my ability to connect with customers and promote any organization or a product effectively.

Looking Forward

As I reflect on my journey,  my experiences have shaped me into a passionate professional dedicated to delivering exceptional experiences. I look forward to continuing my education and applying new skills to drive success and ensure that every client leaves with a smile.