Manager Service

Susan Matlawe

ID No. 780********** Nationality: South African

Language: English Status: Divorced

Mobile Number: 073-***-**** Dependants: 3

Work Number: 011-***-****/ 011-***-****

SECONDARY EDUCATION

1999 Grade 12

Letsibogo Girls High School

Subjects: Afrikaans, English, Tswana, Accounting and Economics

FURTHER EDUCATION

Innovation Business College

Book-keeping

Business Communication

Business Law

Business Cost and Management Accounting

Financial Accounting 1 & 2

South African Income Tax

COMPUTER SKILLS

MS Word

MS Excel 5.0

Microsoft Outlook

Internet

E-mail System

Pastel Accounting

ACHIEVEMENTS

Reception Front Line Training (Certificate)

Reception Supervisory Skills Training

Tool Box Training (Certificate)

Written Business communication (Certificate)

Make every call count (Certificate)

2015(July) till at present company changed the name to Zest Hospitality

2013 (1 December) - 2015(July) transferred to the new company Inn staff Group

Team Leader

Take responsibility for welcoming all visitors, clients and employees to Standard Bank

Manage a dynamic, professional meet and greet and meeting room management service

Provide world class service to the client following the “Client First” ethos

Be proactive in ensuring that Client First team members are fulfilling their client requests in a timely and professional manner.

Escort visitors, where necessary, to the meeting room suites

Offer visitors refreshments where appropriate

Provide reading materials and a comfortable environment for visitors to the client site

Manage the plants, decorations, displays and publications in the reception and waiting areas to ensure that materials/products are current

Monitor the daily meeting room bookings to ensure the professional process of visitor to meeting room, collating data and reports as requested by the client

Manage on the day meeting room bookings, ensuring availability of rooms and the ordering of refreshments

Ensure that meeting rooms are clear of people and set up to the standard before each meeting is due to begin, assisting with the setup of furniture and equipment as required

Undertake basic AV equipment troubleshooting

Ensure that reception, meeting rooms and other client areas are kept to a high standard at all times, ensuring that a full daily check of rooms is carried out and that issues are raised promptly with the cleaning team and the Facilities Helpdesk and actioned in a timely fashion

Respond to all visitor / client requests regardless of their nature

Work closely with the Catering and Cleaning personnel to ensure that meeting rooms and other client areas are maintained and serviced to the defined standard

Be cross-trained in all front of house tasks, so that can undertake duties of any team member as required.

Welcome all visitors, clients and employees to the floor

Operate a dynamic, professional meet and greet service

Process all visitors to the floor in line with Client First Training procedures

To ensure that all client requests (Lounges and Multi-Purpose Rooms, Break Away Rooms and Interview Rooms) and enquiries are fulfilled in the designated timeframe - ensuring that a check has been done across campus should there not be availability on your floor - and exceed client expectations by ensuring that a first class service is delivered at all times

Maintain all telephone utilisation information on the applicable template and complete daily checklists

Manage the plants, decorations, displays and publications on the floor in the reception and waiting areas to ensure that materials/products are current and up to date (Newspapers / Publications)

Follow up on Helpdesk calls logged and escalate to relevant manager should calls logged remain un-actioned

Providing a point of contact on the floor with information and advice for new staff and visitors on way-finding and availability of space

Providing a liaison function between customer and FM / contractor when required.

Ensure that meeting rooms meet requirements and are set up according to pre-determined standards.

Order supplies (flipchart paper, markers, white board cleaners) as required ensuring full records of orders are kept

Check that all AV / VC Equipment is in working order, prior to meetings held, reporting any faults promptly and following up to ensure the resolution thereof

Respond and action to all visitor / client requests regardless of their nature within 1 business day

Be cross-trained in all front of house tasks, so that can undertake duties of any team member as required

Record and maintain statistical data of all tenants situated on the particular floor that you are based on (Head Count Listing)

Ensure that new occupants to the floor are indeed authorised to be there in line with communication as received from Space Planning and Management

Distribute Customer Service Index link / Forms as and when requested as well as encouraging tenants to complete

Collect mail items and keep for collection by UTI from floor tenants

Assist UTI by directing them to the intended recipients of mail items

Should the recipient not be available, receive the item and follow up with an email to the recipient advising them that an item for collection is waiting for them at reception. A log of all mail items received to be recorded on the Mail Register.

Consistent first class service delivery to visitors and internal clients

Delivery of Floor Concierge services in line with policies and procedures

Demonstration of behaviours in line with policies and procedures

Assisting the team as a whole (Reception, FM, GRES) achieve their KPI targets

2010(July) 2013(Nov) DRAKE & SCULL FM

Team Leader

Supervising, leading and motivating the reception team.

Assisting with training to ensure that security procedures are adhere to at all times.

Reporting staff problems and operational issues to management timeously.

Maintaining good communication in order to build a strong and efficient team.

Planning and organising housekeeping.

Arranging shifts roasters and ensuring adequate cover for operating hours.

Ensuring all equipment and system are in working order and that faults are reported immediately.

Managing visitors and replacement cards.

Recording all incidents on the logbook.

Ensuring that the reception area is kept neat all the times.

Promoting excellent customer service and assisting with all queries and complaints and providing feedback and resolution.

Assisting reception staff when necessary to defuse difficult situation.

2009 – 2010(June) DRAKE & SCULL FM

Receptionist

Adhere to documented access procedures for visitors, SB staff and

Contractors as per Reception manual.

Confirm the host exact location and direct the visitor or escort visitor to the

8th and 9th floor, without exception.

Ensure that the staff/contractor is a tenant of SBC and contact the tenant's

Manager if necessary.

All incidents at Reception must be accurately recorded in the logbook.

Complete daily access cards and report discrepancies to the Supervisor.

Provide adequate handover whenever you leave your workstation.

Discuss conflict issues with colleagues away from the Reception counter.

Understand what it means to go the extra mile and always be helpful.

Always project a professional, friendly image and only use professional

terminology.

Assist with Meeting Centre and floors

To act as an initial point of contact for all visitors to the floor

Keep an updated record of all staff on the floor in order to provide an efficient service.

Greet visitors in a friendly and professional manner and provide accurate information.

Respond to inquiries from visitors and staff.

Ensure a high level of customer service is maintained.

Manage reservations for all meeting rooms.

Monitor all Business Unit’s meeting rooms and manage AV equipment.

Ensure all meeting rooms are cleaned after meetings and ready for next meeting.

Identify non-compliance and report to the Helpdesk.

Follow-up on problems to ensure that they are resolved.

Render excellent Customer Service with respect and enthusiasm.

Tea and pause area to be kept clean and tidy at all times.

Fedics tea lady on the floor to be notified of dishes to be cleaned on a regular basis.

Adhoc requests from manager and supervisor to be adhered to.

Receive all mail and sort into pigeon holes.

Development Skills:

Action Orientated

Adhering to principles and values

Relating and networking

Following instructions and procedures

Coping with pressure and setbacks

Presenting and communicating information.

Problem analysis and problem solving

Planning and organising

Attention to detail

REFERENCE:

Name: Sharon Temblett

Position: Customer Services Manager

Company: Zest Hospitality

Mobile num. 082-***-****

Name: Thandi Ngubane

Position: Pay Point Controller

Company: Woolworths Pty: Jabulani Mall

Tel num. (011-***-****

Mobile No. 073-***-****

Contact this candidate