Front Office Customer Service

*

Resume of Samira daCosta-Dah

Mobile: +27-828-***-***

E-mail: *************@*****.***

Skype ID: samdacostadah

Current Address: Johannesburg, South Africa

Nationality: South African

Gender: Female

Date of Birth: 18/02/1998

Field of training desired: Hospitality and Events

Length of program: Full time

Earliest starting date: Anytime

Best time of day to contact: 11h00-22h00 South African time Education

The International Hotel School

Double Diploma in Hospitality Management

Enrolment January 2017

Graduation April 2020 University website: www.hotelschool.co.za Classes attended (relevant to desired position):

- Front Office Operations

- Hospitality Today

- Hospitality Sales and Marketing

- Communication

- Hospitality Legal Requirements

- Hotel and Restaurant Accounting

- Leadership and Management in the Hospitality Industry

- Training and Development for the hospitality Industry

- Web Development

- Conversational French for the Hospitality Industry

- Supervision in the Hospitality Industry

Experience

April 2015– April

2016

Solace Guesthouse and Spa (South Africa)

- Assistant

to the general manager.

- Skills attained

!") with diverse groups of people and guests from all over

!") to cultural sensitivity and professional growth

0%&1 to anticipate and respond to guest needs. 2

May 2017 – July 2017

Protea Fire and Ice by Marriott

- Kitchen trainee

In this internship I learnt the skills of how to deal with different customers when serving them and anticipating their needs.

I learnt skills on prepping, which helped with time management and prioritising. I was even given the opportunity to also assist in training with newer trainees once I was comfortable in my tasks and surrounding which pushed me to teaching and advising others with the knowledge I was given from my trainer.

- Skills attained

!"2(34 knowledge about a product

!"51 courses

!"5+’0&6 and Safety training

!"7+&$ up and catering to specific need

The Pepperclub Hotel and Spa – 5*

- Food and beverage trainee

In this traineeship, I was pushed to my own abilities, with the task of learning to be as quick and efficient as possible from spinning while serving guests in the restaurant to learning to be on my own shift in room service, learning to take responsibility of any faults and apologising when need be. Setting up events and conferencing centres to breaking down the event, doing my part in a team to have a seamless event without friction from obstacles that might present themselves in any event.

Learning the sub-departments within this department and the kinds of guest expectations.

October 2017 –

November 2017

- Duties

!"7 tables in restaurant

!")$3.4& guests to their seats before the meeting in banqueting

!"7+48%(* guests when called upon

!"9+’:1 to help if guest have concerns

!"7 at the back of the venue to greet latecomers and help them find a seat without too much disruption

0%8+4%(* room service to guests

February 2018 – April

2018

Twelve Apostles Hotel and Spa (South Africa)

Housekeeping trainee - Supervisor and housekeeping staff In this internship I was a challenge with working my way up from a room attendant to a supervisor, my trainer pushed me to understand all levels of this department not just choosing to give the easy work. I learnt to detect different errors and see different perspectives because I learnt from the lowest position. This traineeship enhanced my delegating ability and supervisor skills, it allowed me to be comfortable with the expectation that need to be met in a 5-star hotel and helped made sure I stuck to the goal ahead. I also was tasked with special projects such as helping with training plans as well as sorting out and updating files that were irrelevant to the department.

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- Duties:

0%(* duties

!"<6+3 rooms

4 on assigned projects

!"7&.3> take member

4 in linen room

July 2018 – September 2018 Twelve Apostles Hotel and Spa (South Africa) - 5* Front office trainee - Guest Liaison

This department showed me how to adapt my administrative skills and communication skills. The welcoming and comforting of guest was a priority and a refreshing approach to front office, guest interactions was one that did not go unnoticed. this internship thought me to be comfortable with all types of guests from entertaining kids to escorting elders around in the hotel. it allowed me to use my knowledge of other languages to communicate with guest no matter how basic the understanding was. it opened a whole different type of communication - body language- with the understanding of what one is saying.

this role allowed me to interact with all kinds of people and how to deal with them from a minor guest billing issue to a lost item during vacation. helping with putting guests at ease as well as selling them a magical experience.

- Duties:

4%(* phones

!"<6+3 in and checking-out guests

4 work for front office

03 guests

A3 property tours

April 2018 – January 2020 The Creamery Café

Café staff

– Duties:

!"2(&+4’3 with customers

!"73 ice cream

4 on point of sale system

!"<0 café

!"B dessert

January 2020 – August 2020 Gorgeous George Hotel – 5* Trainee manager front office

The purpose of this program is to equip the trainee with all the knowledge and exposure to manage different departments in the hotel. Exposure to challenges faced in the hospitality industry as well as becoming quick witted with solutions.

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May 2020 – December 2020 Delivery.com

Customer Service Agent

Delivery.com is an American food service provider that partners with merchants to deliver their food. The role of a customer service agent within Delivery.com is to aid customers such as: answering calls, placing orders, responding to emails, assisting in tracking orders and so forth. This role has really helped me to improve my customer service, dealing with all kinds of customers has equipped me with fast responses to issues.

- Duties:

!"2(&+4’3 with customers

436

!"4 0$"

!"9 3A 4"

36’&$

41"

" A(%3 6":4%8+4$" "

Qualifications and Skill

Activity and Interest

Photography

Yoga

listening to music

community involvement

group involvement

reading

People, travelling and learning about various cultures and languages First Aid Training

Wine Service Training

Bailliage du cap Certificate of Appreciation by Chains des Rotisserie Bronze for President Award

Fluent in English

Basic French and Portuguese

Oriented in Microsoft application such as: Microsoft Word, PowerPoint and excel knowledgeable Good communication skills

Experienced in assisting with complaints and queries – Customer service Experience TEFEL – 120 hours

5

Introduction letter

Greetings to Whom it may concern,

As seen from the information above, my name is Samira DaCosta-Dah and I am a soon to be graduate hospitality management ready to take up new challenging experience. I am a person who loves to socialize that’s why I engage myself in activities and community Involvement. I am persistent and determined to face new obstacles and challenges that will improve my overall skill and lead me to what I aim to accomplish. I am driven, reliable, flexible and goal oriented which is why I feel I would be a good asset to your establishment. My responsibilities and experiences help me to define my greatest strengths and assist in improving my weak points. These small triumphs also help me with a boost in confidence, and in my communication and social skills. I am writing this letter to express what has motivated me to work in the hospitality industry. This industry is all about creating magical moments, with the vast range in career options and multiple opportunities the hospitality industry has always been an industry I am fascinated with. The industry itself is dynamic and fast growing, this is something I have always admired and craved in a career journey. It allows one to experience cultural, social and economic differences. This industry holds a sense of comfort and acceptance to all no matter who. I can attest to the warmth I have received when I first experienced the industry as a child staying at a hotel. The various career options within one industry is amazing as it allows me to explore with various aspects of the industry until I am satisfied with my choice, it is not limiting to one type of career and that is very favourable and flexible. I have always wanted to create something that people can admire; this industry allows me to create moments and experiences that guests treasure and look back on, creating a feeling that is everlasting with the guest. This is something I have always applauded about individuals that can create phenomenal experiences with passion and warmth for strangers as if they were friends and family. There is a quote by Joan D Chittister that say “Hospitality is the key to new ideas, new friends, new possibilities. What we take into our lives changes us. Without new people and new ideas, we are imprisoned inside ourselves.” Which is something I think this industry teaches us when we are open to learning and experiencing all it has to offer. No one can say that this industry is not mentoring them on a daily basis. I believe it has so much to prepare me for.

The industry teaches skills that not many people can confidently carry, it is all about others and reading the person. It allows for beautiful interactions in cities and places that one can dream to visit. The endless freedom to explore and be part of a group of like-minded individuals is enthralling and what can any person as for?

I decided to apply to work in Events and Hospitality because I want to enhance my practical experience before I gain the theoretical knowledge, an internship and training at this level, would be like submerging myself into a dynamic and diverse professional environment where I can enhance my skills and gain different level of experience. I feel it will Increase my skills and expose me to different people and environments. It may also help me develop independence and more flexibility. To gain experience through an internship, will give me an edge and help me be a stronger, professional and globally competitive future asset to my end goal career. My responsibility and activities have moulded me into becoming strongly confident, to having a sense of purpose; and to giving my very best in everything I do. With my experience and qualification, I believe I am in position of joining your organization and becoming part of an efficient team. I will do my best to give quality 6

service while maintaining work ethics. Finally, I will bring you my highest level of commitment and enthusiasm for this exciting career opportunity.

Yours Truly,

Samira daCosta-Dah

To Whom It May Concern:

This serves as a reference letter to confirm that Samira da Costa-Dah has been a model chef working in the kitchen for Protea Hotel Fire and Ice Cape Town by Marriott. Her workmanship is of a high quality. This comes out of a strong combination of teamwork, sense of humor and commitment to this hotel. It has been a pleasure to have had her as part of my department. Samira has proven to be a very loyal and trustworthy colleague and always strives to better herself and her working environment. Samira has excelled at her work showing good ability with minimum supervision. She has earned my respect and the respect of the STAFF. Otherwise, she is a very pleasant person to work with and I am sure she will make a success of this career. Protea Hotels being part of the Marriot Group is Africa’s largest hotel group and wishes Samira all the best with her endeavors. Samira is always more than welcome back. Date: 22 August 2017

Kind Regards,

Jason Scott

Executive Chef

Protea Hotel Fire & Ice! by Marriott Cape Town

D +27 (0-21-488-****

T +27 (0-21-488-****

F +27 (0-21-488-****

E *****.*****@************.***

proteahotels.com

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