Gloria Josiah
administrative assistant, Customer Care/ Support Specialist, and Writer in Port Harcourt, Rivers State, Nigeria.
I'm a Customer Service and Administrative Excellence professional with 4+ years of hands-on experience spanning hospitality, healthcare, and corporate administration.
My work sits at the intersection of two things that rarely get talked about together: flawless operations and genuine human empathy.
I Turn Guests Into Loyal Clients. And Chaos Into Order.
At Empire Boutique Hotel, I've grown from Front Desk Receptionist to Supervisor & Acting Manager — a journey that's given me a 360° view of what it actually takes to run a guest-facing operation. I supervise front desk, housekeeping, F&B, and maintenance teams, lead full-cycle recruitment and staff training, manage departmental budgets and KPIs, and design service recovery programs that protect brand reputation when things go wrong. I don't manage from a distance — when the front desk is slammed, I'm on the floor helping resolve it myself.
Before hospitality, I spent nearly 3 years in healthcare administration — as an Administrative Assistant at Soldua Specialist Hospital and a Virtual Assistant/Data Manager and COVID-19 E-Recorder at Every Woman Health Centre — where I learned that anxious patients and frustrated guests need the exact same thing: to feel seen, heard, and safe before they're offered a solution.
What I bring to the table:
🏨 Guest & Client Experience — Service recovery frameworks (I built my approach around a HEAR-EMPATHIZE-APOLOGIZE-TAKE ACTION model), complaint de-escalation, and guest profiling systems that anticipate needs before guests even ask.
📋 Administrative & Operational Leadership — Staff scheduling, budget control, inventory management, compliance with licensing/fire/food safety regulations, and KPI reporting across multiple departments.
🗂️ Data & Systems — Accurate record-keeping and data management (including national database syncing during COVID-19 vaccination programs), plus growing capability in data analysis to help organizations make data-backed decisions.
🛠️ Tools — Asana, Trello, Google Workspace, CRM & administrative platforms, Microsoft Office, with certifications in HR Management, Project Management, and CRM & Administrative Tools.
🎓 Academically, I hold an HND in Office Technology and Management from Rivers State Polytechnic, Bori, and I'm currently completing a Bachelor's degree in Office Information and Management at Ignatius Ajuru University — deepening the theoretical foundation behind the operational skills I've built in the field.
I regularly write and share insights on LinkedIn about service recovery, team culture, and the crossover between hospitality and healthcare administration — because I believe the best administrative leaders don't just build efficient systems, they build human-first ones.
What drives me: the belief that no task is beneath anyone on a team, that an upset client is an opportunity — not a nuisance — and that operational excellence and emotional intelligence aren't competing priorities. They're the same job, done well.
📍 Based in Port Harcourt, Rivers State, Nigeria | Open to opportunities in Hospitality Management, Customer Service, Operations Management, and Administrative Leadership.
You can reach me through:
Https://m.facebook.com/josiah.gloria
https://wa.me/08059773022
08059773022.