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Customer Service Assistant

Location:
Cape Town, South Africa
Salary:
12k
Posted:
August 11, 2018

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Resume:

ROCHELLE BEUKMAN

Address: ** **** ***** ****** ******

Mitchell’s Plain, Cape Town

Nationality: South African

Marital Status: Single

D: O: B: 21 Nov 1987

ac6mtz@r.postjobfree.com

Cell: 063-***-****

QUALIFICATION SUMMARY

A conscientious customer service professional with over 7 years customer care, front of house, and guest relations experience in the Hospitality and corporate sector. A passion for delivery and exemplary customer service is fuelled by an organized mindset, superb attention to detail and genuinely caring attitude. A dependable character and respected Individual with discretion, loyalty and personal responsibility as key values.

Talent for identifying customer needs and presenting appropriate company and destination product and service offerings.

Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral business.

Expertise in resolving escalated customer service issues.

Relied upon for dealing with high profile and corporate and VIP guest using the Hotel.

EDUCATIONAL QUALIFICATION

High School: Grade 12

School: Oval North Senior Secondary School

Year: 2005

PROFESSIONAL EXPERIENCE

Head Concierge December 21 2015 to Present

The Capital Mirage Hotel (Eyona Travel & Tourism)

Job Profile

To oversee and coordinate the daily running and duties of the concierge services. To ensure that the concierge team are at all times updated with the knowledge and training to perform their daily tasks. To attend to guest inquiries, preferences and requests ensuring at all times that the best interest of the Hotel and the guest is prioritized. Have full knowledge and assist guest with reservations and information of resorts activities, restaurant, spa and sales promotions. Have full knowledge of local sights, attractions, events, shopping, tours and activities. Have available maps and contact details in order to assist guest with any request or interest they might have. Communicate or present confirmations and follow up communications to the guest regarding requested information.

Duties and Responsibilities

As part of the guest Services and Concierge desk quality standard and services are always met.

Develop new training procedures for new and existing associates and ensured each associate adheres to hotel standards, policies and procedures.

Hands on in delivering extraordinary of our discerning and varied clientele.

Recruited, trained and developed new employees.

Regulated shift coverage for optimum effectiveness.

Prepared vacatio0n scheduling according to guests needs.

Managed guest services operations and maintained high standards of work.

Created innovated incentive programs right from scratch resulting in high levels of motivation among the team.

Liaise with respective departments of special guest or group needs and requirements to ensure guest satisfaction.

Handled all guest requests and follow through to assure satisfactory outcome and compliance.

Office Admin Assistant August 24 2014 – 19 Dec 2016

Sales Assistant FOREVER 21

Job Profile

Working in a target driven environment, at the heart of a retail store, Welcoming customers and asking about their needs and satisfying those needs.

Operating the till and accurately handling cash, credit / debit card payments.

Keeping the store and displays neat and tidy

Receiving deliveries, unpacking and re-shelving or storing stock.

Involved in stock takes and stock checks.

Being vigilant at all times and to help minimize stock loss through theft, loss or damage.

Responsible to work with HR, general office administration and executive support.

Accountable to schedule meetings, travel and expenses.

Serve as an office receptionist by answering calls, greeting visitors.

Head Concierge 03 Dec 2011 – 15 May 2014

PEPPER CLUB HOTEL

Job description

High level position of significant responsibility organizing all on and off site activities and requirements of all leisure and corporate guests.

Leading a team in daily operations of the highly customer focused department. Collaborate with Front Office Manager to create strategic plans and packages to enhance customer satisfaction. Provide employees with tools to maintain and increase service levels to both internal and external customers. Work closely with other departments to promote the hotel, clarify information and build relationships with the guest of the Hotel.

Responsibilities included:

Organizing bespoke services for all our leisure and corporate clients. These Include:

oTravel, tours and transport arrangements

oTickets, VIP access and Hospitality packages for major events

oVIP and repeat guest requirements ensuring particular items are in room before check in and meet and greet on arrival.

oManaging Porters and Drivers and 2 Concierge Consultants.

PREVIOUS EMPLOYEMENTS

Assistant Teacher July 2011 – Sep 2011

Oval North Senior Secondary School

National Girl Child Organiser 19 Jan 2006 – Dec 2010

Children’s Recourse Centre

REFERENCES

The Capital Mirage: Chrysanthe Smith / Valerie Madhani – 021-*******

Eyona Travel and Tourism: Mishkah Benjiman / 021-***-****

Pepper Club Hotel: Ilhaam Davids – 021-***-****



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