Customer Service Front Office
Resume:
Tshegofatso Kgotse
South Africa, Gauteng Centurion *****************@*****.*** +27-81-564-****
PROFILE SUMMARY
An administrative professional with over 5 years of experience ranging from trainee to hospitality graduate intern and administrator. Renowned for creating personalized and unforgettable experiences for distinguished guests through meticulous attention to detail and a deep understanding of luxury standards. Skilled in managing exclusive events, coordinating with elite service teams, and anticipating the needs of high-profile clientele. Adept at problem-solving, with a proven track record of enhancing guest satisfaction and fostering long-term relationships. Demonstrates strong communication, organizational, and interpersonal skills, committed to upholding the highest levels of professionalism and discretion. KEY SKILLS AND COMPETENCIES
● Native Level English
● Corel draw, SAP, OPERA
● Adobe Illustrator, Microsoft
● MICROS POS System
● Calendar Management
● Email & Task Management
● Sales and Customer Service
● Excellent Telephone etiquette
● Excellent Communication
● Highly Resourceful
● Problem Solver
● Honest & Hardworking
Goals:
• Enhance Guest Satisfaction: Ensure that VIPs have memorable and enjoyable experiences that encourage them to return.
• Increase Loyalty: Foster long-term relationships and loyalty among high-value customers.
• Boost Revenue: Contribute to the casino's profitability by encouraging VIPs to engage in high-stakes gaming and other revenue-generating activities. PROFESSIONAL EXPERIENCE
Intern Manketti Lodge February 2022 - January 2024
● Performing front office maintenance duties by organising and cleaning desk spaces and replenishing office supplies.
● Handling correspondence via email, phone calls, and other communication channels.
● Maintaining files and records by implementing effective filing systems that boosted efficiency and organisation. Performing data entry tasks accurately and efficiently
● Participating in opening and closing procedures by prepping inventory sheets, Balancing inventory to cash, and closing out point-of-sale systems.
● Supporting the recruitment teams by building a pipeline of top talent through multiple sourcing channels.
● provide excellent service to guests, professionally addressing all requirements, questions, and concerns.
● Keep up to date with all areas, services, and functions.
● Promoting hotel brand loyalty programs via social media, email, and direct mail.
● Using quick response and dynamic service skills to build relationships with patrons and improve customer retention rate. Building relationships with existing and new customers Hospitality Graduate Intern SAPS August 2019 - August 2020
● Carried out day-to-day duties accurately and efficiently.
● Receiving and processing stock into the inventory management system.
● Interact promptly and politely with guests face-to-face and on the telephone
● Resolving problems, improving operations, and providing exceptional service.
● Developing team communications, scheduling meetings, and writing minutes.
● Creating spreadsheets using Microsoft Excel for daily, weekly, and monthly reporting.
● Handling numerous calls per day to address customer inquiries and concerns.
● provide excellent service to guests, addressing all requirements, questions, and concerns professionally.
● Developing and implementing performance strategies and plans to promote continuous improvement.
Trainee City Lodge Lynnwood Bridge July 2018 - December 2018
● Attending to all incoming calls via the switchboard professionally and politely, constantly striving to provide Total Customer Satisfaction.
● provide excellent service to guests, professionally addressing all requirements, questions, and concerns.
● Handling customer's complaints, requests, and queries
● Compiling expense reports and inventory management for the organization
● Interact promptly and politely with guests face-to-face and on the telephone.
● Front office operation; Overseeing guest reservations, check-ins, and check-outs.
● Communicating effectively with other departments such as Housekeeping, Food & Beverage to assist guests regarding room changes, dining bookings etc
● Compiling and organizing rosters for all work for all departments. Performing miscellaneous tasks as assigned to support overall operations.
● Host and coordinate VIP events, manage guest lists EDUCATION
Adv.Diploma Business Administration, Tshwane University of Technology 2021 National Diploma Hospitality Management, University of Johannesburg 2018 Matric Certificate, Loreto Convent High School 2015 REFERENCES
Renandie Van Der Westhulzen
Lodge Manager Ferroland Manketti
********.***@******.***/ ********.*****@******.*** Jerry Matseke
Colonel South Africa Police services
***************@*****.***
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