MARYKE GEYER

Goal-Oriented Guest Relations & Loyalty Program Professional with 12 Years of

Industry Experience

Phone: 083-***-****

Address: ** *** ******

SOMERSET EAST

5850

South Africa

Email: adj22n@r.postjobfree.com

Successfully implemented an innovative loyalty system to organize meeting guests and upselling more efficiently. Capable of handling complex issues and effective guest relations skills. Created and implemented loyalty sales strategies to achieve 15% revenue growth per year. Highly effective management skills: able to motivate teams and design incentive programs to achieve short- and long-term loyalty sales goals. EXPERIENCE

Cape & Kantary Hotels, Thailand (Cape Nidra Hua Hin, Cape Kudu Koh Yao Noi, Cape House Langsuan Bangkok, Cape Fahn Hotel Koh Samui)

Front Office Manager Oct 2019 – 1st January 2021

Reports to: General Manager

• Provide upscale guest service experiences for clients throughout their stay (Hosted Christmas & New Year’s Events) Organized boat excursions, bicycle tours and other activities.

• Ensure clients are properly greeted upon their arrival.

• Monitor daily bookings and ensure assigned rooms are prepared prior to check-in. Prepare revenue & occupancy forecasting.

• Oversee and assist with check-in and check-out procedures, including reservations and financial transactions. Operate all aspects of Front Office computer system (Comanche) including software maintenance, report generation and analysis. Ensure emails are promptly answered on time.

• Promptly address guests’ requests, in an efficient manner.

• Actively listen to and resolve complaints in an efficient and courteous manner

• Ensure special guests, like disabled people, elderly, children, and VIPs, receive personalized services including assisting with planning their itineraries. Monitor all V.I. P’s and repeat guests’ special requests. Update Guest profiles (preferences)

• Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns.

• Inform clients of our hotel services, including breakfast and dining options. Do site inspections for leisure agents & walk-in guests.

• Promote all hotel amenities, conveniences and programs offered. Upsell rooms and facilities such as Spa & restaurants

• Manage guest relations team (including Receptionists and Concierges) to ensure we comply with all standards and operating procedures

• Appraise team’s performance and produce regular reports. Create and manage staff schedules.

• Verifies that accurate room status information is maintained and properly communicated. Ensure proper communication between Housekeeping & Engineering.

• Examine daily duties, assign tasks, and check on progress. Signing off all FO staff leave requests prior to submission for approval to the GM.

• Analyze customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings.

• Recommend local tourist spots, including places to dine, shop and sight-see (Increased positive online reviews on TripAdvisor, booking.com and other social media sites)

• Establish friendly relationships with regular hotel clients

• Ensure all stock takes of the mini shop is checked and signed off prior to submission to the financial controller.

• Hosting of guests on a roster basis (Manager on Duty)

• Maintain master key control (ONITY SECURITY) – Only FOM can assign Master cards and manages the expiry date and updates of all other Master Cards.

• Manager on Duty as per GM monthly schedule

• Attend daily HOD meetings as well as conduct daily front office briefings HMC (Hospitality Marketing Concepts) Vietnam July 2018 – December 2018 Sales Manager

Manage, develop & coordinate hotel programs

Ensure efficiency, productivity, and profitability of the program Maintain client relations and the development of business growth. Set up, administration, control, and after-sales service, sales reconfirmation, follow up payments and closure of accounts Conduct regular orientation for the personnel of the participating hotel (training on lead generation, sales scripts, Upselling, member renewals, closing techniques, financial examples Achieve monthly budgets in line with company standards, follow and implements company policies Organization, advertisement, research, promotion & development of hotel and hospitality marketing schemes. Assisted with guest queries and resolved customer complaints in an efficient and effective manner. Programs Managed: Priority Privilege Office - InterContinental LandMark72, HANOI, VIETNAM ProMark Strategies International 10 September 2013 – 31 May 2018 Program Manager (Promoted to Program Director)

Achieve program sales & profitability budgets

Develop sales strategies & tactics in pursuit of the budgets Manage sales lead generation and call contact procedures Recruit, train and motivate program sales consultants Effect staff weekly/monthly key performance & development reviews, Staff Payroll, and bonus Identify and train potential Sales Managers

Drive program Customer Service Initiatives (increase hotel & restaurant bookings via effective secondary CRM

Programs Managed:

Training period covered at YTL Platinum Card Office – JW Marriot Hotel, KUALA LUMPUR, MALAYSIA Platinum Card membership – Centara Grand Mirage Beach Resort, PATTAYA, THAILAND Membership Office – Holiday Inn, CLARK, PHILLIPINES Essence Membership Office – Four Seasons Hotel, BANGKOK, THAILAND Elite Membership Office – One World Hotel, PETALING JAYA, MALAYSIA Epicure Membership Office – Taj Pamodzi Hotel, LUSAKA, ZAMBIA Taste by Taj Membership Office – Taj Hotel, CAPE TOWN, SOUTH AFRICA Bayview Privilege Membership Office – Bayview Beach Resort, PENANG, MALAYSIA Airways Hotel - Papua New Guinea 10 February 2013 – 9 September 2013 Assistant Brands Manager

Administrative tasks (organize files, e-mails, etc.) Keep track on daily schedules or meetings and deadlines Oversee files and records of staff as well as assist the Director on spot checks with staff and the hotel facilities in line with the brand standard Assist in preparing corporate rate letter

Responding to client or group inquiries

Assist the Director of brands on handling group or VIP arrivals Coordinate with an advertising agency for any added work (follow up materials, design, quotations, etc.) Assist the Director of Brands in editing, checking, and producing flyers, brochures, other advertising materials that will be used to promote the facilities of the hotel.

Coordinate with a printing company for any printing requirements of the hotel, like timecards, business cards, envelopes, room key holders, etc. ST FRANCIS BAY – EASTERN CAPE September 2011 - Jan 2013 Food and beverage assistant

Stock control, requisitioned stock, worked on Club master Point of Sale system. Wirquin South Africa September 2010 – June 2011

Customer Care & Quality Control

Logged complaints on Pastel evolution, phoned customers for follow up, handled queries African Global Skills Academy March 2008 – May 2010 Hospitality Lecturer

Subjects Given: Hospitality & Tourism Reception & Professional Cookery Bushmansands Hotel (4 star) ALICEDALE – SOUTH AFRICA July 2007 – January 2008 Hospitality intern

Front office (bookings, checked guests in and out using Fidelio), Guest relations (customer care – handled customer queries and complaints), Food & beverage (stock control, waitress, restaurant supervisor) & Housekeeping department (stock take, folded laundry, used correct chemicals, room inspections) EDUCATION

DAMELIN COLLEGE; WALMER CAMPUS, PORT ELIZABETH, 1 ST APRIL 2008 (WITH SOUTH AFRICA DISTINCTION)

HOTEL & CATERING MANAGEMENT

REFERENCES

MR. S ZIETSMAN (HEADMASTER OF GILL COLLEGE) TEL: 042-**-***** DAMIAN VAN ZYL (GONDOLA MANAGER – AFRI SKI, LESOTHO) EMAIL: adj22n@r.postjobfree.com KIRSTY DODDS (HR MANAGER – ST FRANCIS LINKS GOLF ESTATE) TEL: 083-***-**** / 042-***-**** CEDRIC MERLE (OPERATIONS DIRECTOR PROMARKSTRATEGIES INTERNATIONAL) EMAIL:adj22n@r.postjobfree.com WRITTEN REFERENCES AVAILABLE ON REQUEST

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