Customer Service Front Desk

Self-motivated and goal-oriented Customer Service Professional with over 5 years’ experience.

Excellent interpersonal, verbal, and written communication skills, as well as strong logical, analytical, and critical thinking skills. Superior telephone etiquette and strong computer skills. Resolute and tactful Customer Service Representative with extensive knowledge and experience in customer care and conflict resolution. Enthusiastic about ensuring guests and employee satisfaction by addressing their concerns, questions, and experience. Extremely patient when dealing with difficult clients and driven. Customer Service

Active Listener

Good Analytical Skills

Calendar Management

Critical Thinking

Complaint Resolution

Data Entry

Proficiency with CRM

software

Galileo and Amadeus

Administration Skills

Client Relationship

Management

Hospitality

Data Research and Analysis

Project Management

Resource Scheduling

Inbound & Outbound Calling

Experience with VIP clients

Hotel management systems

Scheduling

Conflict Resolution Skills

High Typing Speed

Team Management and Supervision

Performance Evaluations

Report Preparation and Analysis

Recruiting and Hiring

Document Management and

Storage

Microsoft Office Suite

Key Skills

Grand Hotel Golf Resort and Spa, Fairhope, AL

Front Desk Representative and Housekeeping Supervisor Welcomed walk-in clients and processed their requests in a timely manner. Answered, record, and process inbound calls, messages, requests, questions, or concerns and originated outbound calls for the hotel and guest queries. Directed calls to the most appropriate department based on the caller’s needs. Ensured efficient guest reservations, check-in, and check-out process Followed up with guests regarding satisfaction with guest-related issues Created order forms for the development team.

Ensure compliance with safety and sanitation policies in all areas. 01/2023 - 10/2023

N Richards Group of Companies, Harare, Zimbabwe

Customer Service Phone Representative

Maintaining a high-volume workload with short deadlines Assisting an average of 160 clients each week while consistently meeting performance goals Directing customers by telephone and email to correct departments. Maintaining a professional and polite telephone manner while entering and updating customers’ query information into systems database.

Continuously achieving high ratings on my team for low call time and customer satisfaction Analyzing reports to discover weaknesses and implement personal improvements. 11/2020 - 10/2022

Professional Experience

Hotel Management Housekeeping Supervisor Front Desk Supervisor 682-***-**** · **********@*****.*** · Denver, CO 80216 KUDZAI HEDWICK TOM

Professional Experience

682-***-**** · **********@*****.*** · Denver, CO 80216 KUDZAI HEDWICK TOM

Madanhi and Mugadza Legal Practitioners, Harare, Zimbabwe Front Office Assistant

Office administrator for the legal office.

Welcoming clients and identifying the purpose of their visit before directing them to the appropriate person

Managing the partners’ calendar, including making appointments and prioritizing matters. Overseeing the firm’s engagements by dealing with various national office queries and ensuring a smooth flow of information.

Assisting the partners in making travel arrangements, expense reports, additional reports, proposals, and presentations.

01/2018 - 03/2018

Ebenezer City Lodges, Harare, Zimbabwe

Receptionist and Housekeeping Supervisor

Keeping office secure by following procedures, monitoring logbooks, and issuing visitor badges Complying with procedures, rules, and regulations on keeping a safe and clean reception area Training housekeepers on cleaning and maintenance tasks Overseeing staff performance daily

Establish and educate staff on cleanliness, tidiness, and hygiene standards. Monitor and replenish cleaning products stock including floor cleaner, bleach and rubber gloves. 02/2014 - 12/2017

BSC Hons Supply Chain Management Chinhoyi University of Technology, Harare, Zimbabwe Education

Holiday Inn, Harare, Zimbabwe

Front Deck, Cashier, and Room attendant

Welcomed walk-in clients and processed their requests in a timely manner. Handling guest reservations, complaints, and questions. Directed calls to the most appropriate department based on the caller’s needs. Booked appointments for guest reservations and processed guest check-ins and check-outs. Created order forms for the development team.

Performing general cleaning of common areas, such as stairs and corridors. Cleaning and tidying rooms, making beds, and changing linen. 04/2018 - 06/2021

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