Customer Service Manager

MARISKA WALTERS

* ******, ********** *******, **** Town, Strand,7410 Home: +27-021-***-**** Cell: +27-078-***-****

***************@*****.*** - ID 691**********

Professional Summary

Over the ten years I’ve been in the Hospitality Industry I accumulated a vast amount of experience including exceptional cleaning skills and great attention to detail. Laying a strong foundation for my high work ethics through which I strive for perfection in every task appointed to me. Since I worked with a variety of personalities I have developed strong interpersonal and communication skills giving me the ability to think on my feet. Problem solving became a second nature resulting in satisfied customers & clients.

Skills

Work Well Under Pressure Attention to Detail

Resolve Conflicts/Counselling Problem Solving

Interact well with Diverse Cultures/Groups Ability to work autonomously

Research & Planning Health & Safety Principles

Critical Thinking Leadership Skills

Insightful Versatility

Ability to Understand & Improve Human Relationships

Interpersonal Communication (oral & written)

Work History

Generalist, 02/2017 to Current

Sam McBride Properties – Somerset West, Cape Town, South Africa

Prompt & friendly customer service, Office Admin, Leads Generator, Email Correspondence, Housekeeping

Stewardess, 10/2016 to 11/2016

Sea Bourn Cruise Line – Washington DC, USA

Provided optimal level of customer services for all guests in cabin. Ensured neat & clean cabins at all times. Arranged room bedding twice a day in cruise liners. Performed various steward activities on everyday basis for each cabin. Coordinated with customers and analyzed all customer requirements. Provided assistance to customers in usage of various appliances. Assisted customers in all cruise activities. Managed luggage for all guests and ensured safe delivery to rooms.

Duty & Night Manager, 10/2013 to 12/2015

Hawksmoor Guest House – Stellenbosch, Cape Town, South Africa

Manage and maintain all year of seasonal lodging facilities. Resolve customers complaints, Greet & register guests, Coordinate front-office duties & resolve problems, Inspect Guest House for cleanliness & appearance, Assign duties to workers & schedule shifts, Observe & monitor workers performance to make sure that company rules & procedures are being followed, Safeguard the financial interests of the company & maintain a professional attitude while upholding the service standards of the Guest House, Responsible for high standards of health & safety, hygiene & customer service. Organizing & set up of Weddings and Functions. Site inspections & Tours.

Assistant Manager & Floor Manager, 03/2010 to 09/2012

Boomerang Restaurants – Strand, Cape Town, South Africa

Ensure a safe working & guest environment to reduce the risk of injury and accidents, Completes accident reports promptly in the event that a guest or employee is injured, Manage shifts which include: daily decision making, scheduling, planning while upholding standards, product quality & cleanliness, Investigate & resolve complaints concerning food quality & service, Ensure that proper security procedures are in place to protect employees, guests & company assets. Maintain an accurate and up-to-date plan restaurant staffing needs, Prepare schedules & ensure that the restaurant is staffed for all shifts, Manage all paperwork & cash duties, Interviewed, hired & trained employees, Supervised serving of meals, Manage all Slot Machines, cash-ups & pay-out winnings. V-slots & Grand-slots machines, Customer service.

Supervisor & Manager, 07/2008 to 12/2009

Maids4Africa – Noordhoek, Cape Town, South Africa

Supervised cleaning & maintenance, Hired temporary cleaning staff for busy seasons to maintain cleaning standards, Monitored inventory of available cleaning supplies & ordered replacements as needed, Resolved guests issues regarding maintenance and room cleanliness, Managed daily activities of cleaning staff & prepared staff reports, Handled emergency situations as necessary, To ensure all works carried out by the Cleaning Staff as set out in their Job Descriptions are completed with due observation to appropriate Health & Safety requirements, Take responsibility for making all cleaning assistants aware of & familiar with the correct use of all equipment & materials, Maintain a professional relationship with residents at all times, To show all residents & peers respect & ensure their privacy & confidentiality.

Day Care Teacher, 01/2004 to 10/2007

Happy Days Crèche – Plumstead, Cape Town, South Africa

Organizing & supervising play & work activities ( example reading, cooking, music, dancing, etc. ), Liaising with parents & professionals such as speech therapists & health visitors, Monitoring & recording progress, Providing a safe & stimulating environment that facilitates learning, Developing & implementing lessons & work schemes, using the Early Years Foundation Stage as a framework.

Assistant Banqueting Manager, Housekeeper, Guest Relations Manager, 07/2000 to 11/2003

Mijlof Manor Hotel – Kloofnek, Cape Town, South Africa

Pre-plan the event with the assistance from the manger. Coordinate with the catering staff. Ensure best food

& beverage service is given in the interest of the consumer, Make sure to offer optimum level services in terms of quality & hospitality. Supervised cleaning & maintenance staff. Ensure that proper security procedures are in place to protect employees, guests & company assets. Responsible for high standards of health & safety, hygiene & customer service. Observe & monitor workers performance to make sure that company rules & procedures are being followed. Manage shifts which include: daily decision making, scheduling, planning while upholding standards, product quality & cleanliness, Investigate & resolve complaints concerning food quality & service.

Education

High School Diploma: 1989

Jan van Riebeeck – Kloofnek, Cape Town, South Africa

Graduate: Pre-Primary, Childcare & First Aid Course, 1990

Pikkieland Crèche – City Center, Cape Town, South Africa

Graduate: Health & Safety Marshall, Aids Course, First Aid Course. 2007

Werner Hartlief – Ottery, Cape Town, South Africa

Graduate: Stewardess, ENG1, STCW CODE A-V1/6.4, STCW REGULATION V/2, 2016

Seabourn College – Seabourn Sojourn, France

References

Greg Huckle – Boomerang Restaurants ( Pirates ) - 083-***-****

*****@*****************.**.**

Charmaine Thompson – Maids4Africa – 079-***-****

cthompson ****@*****.***

Kirsten van der Westhuizen – Hawksmoor Guesthouse - 083-***-****

*************@*****.***

Esmirelda Beetge – Hawksmoor Guesthouse ( Functions/ Weddings ) - 078-***-****

***************@*****.***

Tertiary Education

1989-1990 First Aid Diploma

Childcare & Pre-Primary Diploma

1991-1993 Hotel in House Training

2007 Health & Safety Marshal

First Aid Course

Aids Course

2016 Seabourn College

Security Awareness

Crowd Management

Passenger Service Safety Training

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