Customer Service Front Office
Resume:
Natasha Nyasha Makanda
About Me
Over * years’ experience in Reservations and Front Office
Management, Front of House Administration and Customer Service Management, at international, regional and national level. Career Objectives
To keep up with the cutting edge of technology
To use my skills in the best possible way to achieve company’s goals with a progressive organization that recognizes and encourages innovation, initiative and creativity.
Skills
I am a hands-on person with good analytical and interpersonal skills. Goal oriented team player who is highly computer literate. Ability to use various information communication and systems (internet, ms word, excel, Eres system, Nightsbridge and Opera System). Well versed with extranets ie Booking.com, Expedia, Air BNB, Agoda. Ability to work as part of a team and fully independently when required. Good communication skills and ability to convey technical skills and knowledge. Ability to interface with all levels of personnel within the organization. Ability to adapt to changes in the work environment; manage competing demands; accept criticism and feedback; adjust approach or method to best fit the situation.
Experience
September 2021- current
Mulota Hill Golf Club
Golf Club Manager
• Overseeing the daily operations of the course
• Managing staff, housekeeping, Kitchen, Bar and maintenance staff.
• Creating budgets and managing resources
9 Boydway, Southerton
Harare, Zimbabwe
natasha.makanda@gmail
.com
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• Receiving golf bookings, scheduling tee times and coordinating all booked meals and upcoming events.
• Ensuring that the course is following all SHEQ standards in line with the Management policy.
• Creating and implementing SOPs in line with the requirements of the SHEQ standards
June 2020 - June 2021
DMAC Lifestyle Centre
Events Manager
• Daily meetings and update on the development and events for the day and week.
• Organising procurement for Food and Beverages Department for the restaurant and for upcoming events.
• Direct management on the events department on bookings, payments set ups and coordination.
• Overseeing the organisation on flow of events and restaurant set up.
• Analysing departmental budgets and managing all procurement and budget controls.
April 2018 - April 2020
Pongwe Beach Hotel, Zanzibar
Front Office/ Reservations Manager
• Growing the online travel agent contribution.
• Managing extranets and updating no shows and provisional bookings, last minute bookings and cancellations.
• Ensuring Revenue per available room is kept above budget/target.
• Overseeing the housekeeping department including room checks.
• Maintaining a good relationship with all OTA’s, Travel agents, GDA, and regular guests.
I.D / 63 1386407 X 63
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• Monthly performance report to directors against targets with any variances explained.
• Overseeing and managing all reservations for the hotel with the systems currently in place.
• Keeping up to date with the latest reservations/ revenue management/ channel management trends.
• Creating invoices for all accommodation and monitoring payments for same through the various banking accounts.
• Ensuring visibility on all possible marketing platforms.
• Communicating with advertising and marketing companies in accordance with instructions from the Directors.
• Assisting with Reception and Front of House staff where necessary.
• Evening service duty in accordance with the roster set. January 2015 – April 2018
Monomotapa Hotel
Reservations Supervisor
• Dealing with customers grievances
• Deal with enquiries and complaints from clients
• Liaise with, request and receive information from other departments
• Compiling monthly and annual reports for key account
• Compilation of progress reports
• Ensure and comply with safety standards, guidelines, policies and procedures
• Manage and improve the customer relations system and process
• Develop and maintain relationships with clients
• Email, telephone and walk in bookings for all African Sun Hotels
• Handling travel agents and individual bookings
• Displaying courtesy and sensitivity towards others; managing difficult or emotional customer situations; meet commitments; respond promptly to customer needs; solicit customer feedback to improve service. Degree to which individual display’s role in 4
the overall objective of guest satisfaction that is unforgettable Jan 2012 – January 2015
African Sun Hotels
FIT Group Reservationist
• Taking telephone, walk-ins and email bookings for Monomotapa Hotel and African Sun Hotels.
• Inputting reservations and cancellations in the system (Opera)
• Taking bookings and doing reservations for airport transfers
• Doing telesales and confirmations for arrivals.
• Checking on arrivals lists and room allocation
• Ensure and comply with safety standards, guidelines, policies and procedures
• Manage and improve the customer relations system and process
• Develop and maintain relationships with clients
• Handling travel agents, individual bookings (FIT) and group bookings.
• Displaying courtesy and sensitivity towards others Jan 2012 – January 2012
Crowne Plaza Hotel
Waitress/Cashier
• Schedule and planning i.e. organising time and resources and managing trainees
• Checking with customers to ensure that they are enjoying their meals and take action to correct any problems.
• Taking correct orders from clients and bringing them to the table.
• Able to reconcile covers per shift
• Balancing reconciliations and daily banking.
• Liaise with, request and receive information from other departments
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Education
Bachelor’s Degree in Tourism and Hospitality Management
(Pending) Midlands State University
Certificate in Office Practice – Institute of Commercial Management (Speciss College (2022)
Diploma in Tourism and Business Studies- Institute of Commercial Management (Speciss College (2017)
Certificate in Travel & Tourism- Institute of Commercial Management (Speciss College (2009)
2 A Level Passes Lit in English and History (2007) 6 O’levels including English and Science (2005)
References
Miss J Sithole Miss L Thethani
[General Manager Pongwe Beach] [Sales Manager African Sun]
+255-***-***-*** +263***-***-***
Ms. N Sabau
[ Bus Development and Hospitality Manager Glenrise Investments]
Mr C Mutsakanyi
HOD Media [DMAC Lifestyle Centre]
Contact this candidate