Front Office Customer

Pʔʑʈʇʕʕʋʑʐʃʎ Sʗʏʏʃʔʛ

Sʍʋʎʎʕ

Wʑʔʍ Hʋʕʖʑʔʛ

Zʃʊʇʇʔʃ Iʕʏʃʋʎ

** ******* ****, ********, *******-Natal, South Africa, 4001

+277******** - *.**.***@*******.***

Personable Dynamic Individual skilled in communicating with guests to provide information, resolve challenges and deliver exceptional service, Known for excellent customer relations and welcoming attitude.

Focused on driving company growth and revenue in fast-paced and competitive climates. Well-versed in Guest Service operations and guest account management and dedicated to a team-driven environment. Expert communicator passionate about fostering a positive and results-oriented team culture. Excellent Leadership Abilities.

Strong Problem Solving Skills.

Experience in Front Office on a Five

star level

Good Communication skills

Good knowledge of Opera

Effective Planning

Luxury Hotel/Cruise Experience

Ability to work and communicate in a

multinational environment

Basic knowledge of Micros

Able to Organize, Coordinate, and

Direct Team Activities.

Food & Beverage experience

Knowledge of hotel operations &

Computer systems

First Aid/CPR

Guest Services

Good Time management Knowledge

of VIP welcoming protocol

02/2019 to 11/2019 Guest Service Agent

Mediterranean Shipping Company (MSC) – Miami, Florida Welcome guests with a warm and friendly disposition Answers questions

Handles complaints immediately

Attends to requests in a professional and timely manner. Provides information and general assistance to guests Answers phone calls and requests from guests

Performs all necessary administrative tasks

Manages a variety of financial transactions and responsible of cash floats. Ensure Outstanding customer care at all times.

Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.

Anticipate and address guests' service needs, thank guests with genuine appreciation

Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service. Build strong relationships and liaise with all other department's especially housekeeping, room service etc.

Follow up with guests to ensure their requests or problems have been met to their satisfaction

Respond to special requests from guests with unique needs Worked closely with guests, some VIP/VVIP or celebrity, with high degree of respect for privacy.

Provided guest assistance, including recommendations for tourist attractions. 10/2011 to 12/2018 International Flight Attendant

Qatar Airways – Doha, Qatar

Welcoming, genuine and warm

Created an environment of relaxation and enjoyment Give guests' a complete five star experience and a perfect journey Engaged professionally with guests' to improve satisfaction and exceed expectations throughout the journey

Provide value and superior, personalized service

Drove guests' satisfaction by answering questions and providing solutions to issues arising promptly

Maintained high standard of cleanliness and personal appearance to promote sense of professionalism and guests' confidence in crew Collaborated with various team members to ensure guest requests were addressed appropriately and timely

Resolved service-related problems in timely manner Provided services efficiently and with high level of accuracy Increased customer service ratings through personable service Developed team communications and information for VIP, VVIP, Special Needs Guests and Medical cases as well as special requests from guests with unique needs

Attended workshops and trainings in customer service and conflict resolution tactics to keep abreast of all new requirements and procedures 09/2010 to 08/2011 Freelance Assistant

Reno Dec Interior Design – Durban, South Africa

Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance

Worked with VIP customers to understand requirements and provide exceptional tailor made service

Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies

Received and routed business correspondence to correct departments and staff members

Kept physical files and digitized records organized for easy updating and retrieval by authorized team members

Coordinated, scheduled and arranged meeting and travel calendars, including business and social events

Managed office inventory by restocking supplies and placing purchase orders to maintain adequate stock levels

Interacted with customers professionally by phone, email or in-person to provide information and direct to desired staff members

Maintained transaction security checking payment cards against identification Introduced organization systems to keep filed customer documents confidential and increase operational efficiency

01/2010 to 08/2010 Hair Care Brand Ambassador

The Creative Counsel – Johannesburg, South Africa

Represented Proctor and Gamble

Targeted customers to increase awareness, created a specific image, generated sale opportunities and built customer preferences

Implemented a system based testing features to use on final product Performed initial client assessment and analysis to begin research process Verified data integrity and accuracy

Developed new process for customer evaluation which resulted in marked performance improvements

Researched and updated all required materials needed for firm and partners Worked with management to assess and improve processes and policies. Uphold and enforce company policies

Addressed customer complaints and performance issues as needed Meet regularly with upper management to stay informed on company issues 01/2008 to 12/2009 Aquarium Tour Guide

UShaka Marine World – Durban, South Africa

Built personal relationships with guests to promote positive experiences Assist with special educational activities and programs Work to ensure guest satisfaction, notifying appropriate personnel about challenges and successes in the exhibit area

Be an active part of the aquarium team

Researched and studied on topics that pertained to tour locations so that such information could be added to scripts

Answered questions, pointed out important features, and offered further details about special exhibits to educate visitors

Eʆʗʅʃʖʋʑʐ

Developed tour programming to enhance guest experiences Provided services efficiently and with high level of accuracy 2019 Customer Services Certificate: Customer Services Elearning College - Online

Coursework in:

What is Customer Services

Knowing your Customer's Needs

Importances of Customer Feedback and Complaint

The Value Of Training and Development in Customer Services Importance of Building Long-Term Customer Relationships 2019 Hotel Management Certificate: Hotel Management Elearning College - Online

Coursework in:

Introduction to Hotel Management:

* What is Hospitality

* Characteristics Of the Hospitality Industry

* Scope of The Hospitality Industry

* Career Prospects Of the Hospitality Industry

* The Accommodation Sector

* Types of Accommodation

Managing Front Office Operations:

* Front Office Functions

* Front of the House Operations

* Back of the House Operations

* Organisational Structure

Introduction to Housekeeping:

* Housekeeping

* Organisation of Housekeeping Department

* The Functions of the Housekeeping Department

* Management of Guest Amenities

2009 Certificate In Conference, Exhibition And Events Management Damelin College - Durban, South Africa

Course in:

Introduction to the Event Industry

Role of the Event Manager

Defining and Describing Events

Event Strategy and Administration

Selecting and Dealing with Venues

Catering

Financial Planning

Presentation and Production Techniques

Selecting Personnel for an Event

Pitching for an Account

The Event Programme

Exhibition Management

Sponsorship

Marketing Communication for Events

Stakeholder Management

Risk Management

2006 Bachelor of Business Administration: Human Resource Management University Of Kwa-Zulu Natal - Durban, South Africa YEAR 1

Induction to Business Studies

Business Numeracy

Introduction to Business Management

Business Communication

Principles of Microeconomics

End-User Computing

Marketing Management Practice

Business Law

Principles of Macroeconomics

Principles of Accounting

YEAR 2

Principles of Human Resource Management

Finance for Managers

Business Ethics

Management and Leadership

Workplace Relations

Project Management

YEAR 3

General Management

Organisational Behaviour

Performance and Productivity Management

Business Research Methods

Strategic Human Resources Perspectives

Entrepreneurship

Technology and Innovation Management

2003 Merit Pass: Grade 12

Ridge Park College - Durban, South Africa

Cʇʔʖʋʈʋʅʃʖʋʑʐʕ

Majored in:

English. Afrikaans, Biology, Geography, History, Travel and Tourism Hotel Management

Customer Services

Crowd Management and Passenger Safety

Personal Safety and Social Responsibilities

Personal Survival Techniques

Security Awareness Training

Elementary First Aid

Fire Prevention & Fire Fighting

Qatar Airways Customer First Workshop

Qatar Airways Premium Service Excellence Program

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