Manager Customer Care
Resume:
CURRICULUM VITAE
PERSONAL DETAILS
Name: Terresa Steenkamp
Identity No: 75-04-02-000*-** 5
Nationality: South African
Mobile: +27-67-815-****
E-mail: ***************@*******.***
Address: ** **tes Street Cambridge West East London 5201
Languages: English (speak, write and read)
Afrikaans (speak, write and read)
Marital Status: Divorced
Dependants: None
Health: Excellent
Driver’s Licence: None
Personality: Dedicated
People person
Creative/ problem-solver /Honest / Trustworthy/Re-liable
WORK EXPERIENCE
1. Winston Sahd Oxford Street
Duration: February 2019 - November
Position: Branch Manager
Duties: Opening & Closing of branch
Petty Cash
Stock Takes
Taking of payments – cash or card
All admin sales order, lay bye, refunds, complaints, own collections, pricing
Staff leave, staff canvassing, breakages, IBT
All daily reports: MD Reports, Telkom accounts
Assisting with sales
All branch floor display on new furniture priced and all descriptions match
Branch cleanliness inside and outside – no weeds on the pavement outside store
All deals in sales order book is written out correctly
All deals to be loaded on the system
All breakages to be reported
Putting up of promotions with in store
Arranging competitions with sponsors
Following up on lay-bys and payments
Following up on complaints
Floor walks
Staff discipline
Reason for Leaving: End of contract
2. Qwantani Berg & Resort
Duration: November 2017 – September 2018
Position: Duty Manager
Duties: Speaking with guests ensuring guests are happy
Checking on kitchen and food
Checking on the restaurant
Checking on the bar
Depositing and banking of all cash ups
Making sure the building secured and locked
Assisting with Boma evenings
Locking and arming of alarm
Reason for leaving: Relocating to East London
2.1 Qwantani Berg & Resort
Duration: December 2017 – February 2018
Position: Relief Administrator
Duties: Printing Day End Reports
Printing Micros /Oracle Reports
Printing Opera Reports
Daily Revenue Reports on First Resorts Chrome website
Checking daily banking’s verses Trial Balance
Banking recons of cash and credit cards
Petty cash daily balancing Reports
Daily purchase analysis report / collecting of invoices
Banking
All staff accounts
All staff gratuities
Creating the averaging of hours monthly week sheets for all departments
Ordering of stationary
Month end reports
Reason for leaving: When required
2.2 Qwantani Berg & Resort
Duration: December 2017 – September 2018
Position: Maintenance Administrator
Duties: Reports
Purchase orders
Collecting invoices
Daily roll calls
Daily petrol & Diesel dips recons
Capturing of daily rosters
Capturing of hours – averaging of hours
Staff leave rosters
Chemical ordering
Filling in when the assistant manager is off
Handing out duties
Making sure all tasks are done
Reason for leaving: When required
2.3 Qwantani Berg & Resort
Duration: April 2017 – September 2018
Position: Executive Housekeeping Manager
Duties: Housekeeping & Laundry
Supervising daily housekeeping operations
Purchase Orders
Sourcing of less expensive pricing – cross comparisons
(Room checks and public areas)
Stock control (Procurement, stock control)
Relevant administrative duties including reports
Issuing of all warnings
Attending meetings with senior staff and General Manager
Set ups for rooms photo shoots
Take care of all special cleaning services
Monthly stock takes on amenities
Monthly stock takes on linen
Quarterly OE stock takes
Complying with Policy & Procedures
Assisting with room shows
Basic maintenance
Assisting in all departments when needed
All administration
All purchases and ordering
Monthly on IPR
Assisting General Manager
Ordering of departments uniforms
Assisting with chalet refurbishment and redecorating
Sourcing of casual staff
Contacting suppliers when the machines need servicing
Reference: Shawn Mc Taggart 071-***-****
Reason for leaving: Relocating to East London
3. Ruslamere Hotel Spa and Conference Centre
Duration: 22 February 2016 – 31 January 2017
Position: Executive Housekeeping Manager
Duties: Housekeeping & Laundry
Supervising daily housekeeping operations
(Room checks and public areas)
Stock control (Procurement, stock control)
Relevant administrative duties including reports
Issuing of all warnings
Attending meetings with senior staff and General Manager
Set ups for rooms photo shoots
Special Turn Downs or setting rooms up for special occasions
Take care of all special cleaning services
Monthly stock takes on amenities
Quarterly stock takes on linen
Quarterly OE stock takes
Creating SOP’s
Assisting with room shows
Basic maintenance
Assisting in all departments when needed
Reference: Emile Killian +27-73-385-****
Reason for leaving: Personal
4. Western Cape Caterers (Huis Andre van der Walt Retirement Home)
Duration: July 2015 – 21 February 2016
Position: Executive Housekeeping Manager
Duties: Housekeeping, Laundry and Frail Care Units
Supervising daily housekeeping operations:
Room checks
Ward kitchen inspections
Inspections in selected “Special Residents apartments” Mrs Danie Craven
All maintenance reporting
Implementing Standard Operating Procedures of Western Cape Caterers Policies Staff management (Duty rosters, training, evaluation, and leave schedules)
Stock control (Procurement, stock control)
Relevant administrative duties including reports
Issuing of all warnings
Attending meetings with senior staff and nurses
Weekly meeting with the Manager of the Retirement Home and Operational Manager for WPC
Set ups for meetings, funeral services, weddings and activities with the residents
Monthly “white elephant sales”
Taking part in activities with the residents
Take care of all special cleaning services
Stock takes
Reference: Marelize Raath Unit Manager 076-***-****
Reason for leaving: Career advancement
5. Jozini Tiger Lodge – Jozini Kwa - Zulu Natal
Duration: 1 November 2013 – 30 April 2015
Position: Human Resources Officer
Duties: Updating Sage VIP payroll
In the process of learning to do salaries on Sage VIP payroll
Assisting Financial Manager with salaries
Taking care of staff
Where HR is participating in interviews, organise interview space
and setup the room for interviews
Updating staff files
Recruiting and staffing logistics
Performance management and improvement tracking systems
Employee orientation, development, and training logistics and recordkeeping;
Assisting with employee relations
Company employee communication
Compensation and benefits administration and recordkeeping
Employee safety, welfare, wellness, and health reporting and
Employee services
Maintaining employee files and the filing system
Assisting with the day-to-day efficient operation of the HR office
Creating policies & procedures
Implementing policies & procedures
Prepare and place all internal and external advertisements for recruitment.
Receive applications and send acknowledgement letters to candidates who have applied for positions.
Prepare and send out successful and unsuccessful letters to candidates.
Prepare all new contracts and follow up with interviewers on commencement formalities
Assist with the arrangements for organisational training.
Collect incoming publications for training courses and investigate other training opportunities for staff.
Book all training courses for employees.
Staff personnel files
Maintain and regularly update the personnel information.
Provide Reports
Ensure all Workers Compensation claims documentation is completed and provided to insurer. UI 19
Liaise with Insurer and Payroll about Workers Compensation Claims as required
Appraisal management - to assist with the administrative duties of the appraisal and salary review process
Maintain and update personnel records for staff (paper and electronic)
Record leave and staff changes
Update the Staff Handbook asrequired and when requested by the General Manager
Update the Handbook
Scan paperwork for electronic filing
Been responsible for –
International Hotel School Students
Tourism Buddies
DUT Students
Umfolozi Students
Assisting with petty cash and payments in the absence of the Financial Manager
Filling in documents for Tenders & Vendors
Filling in application for companies to become creditors
Achievements: Been promoted to Human Resources Officer
Reference: Craig Hill General Manager 082-***-****
5.1 Jozini Tiger Lodge – Jozini Kwazulu Natal
Duration: 1 November 2013 – 30 April 2015
Position: Personal assistant to the General Manager
Duties: Arranging all meetings
Assisting with day to day
Screening phone calls
Reading, monitoring and responding to emails
Answering calls and handling queries
Preparing correspondence
Commissioning work on the General Manager’s behalf
Liaising with staff
Liaising with clients
Managing the General Manager’s diary
Organising travel and preparing complex travel itineraries
Attending meetings
Writing minutes
Planning, organising and managing events
Attending events/meetings
Conducting research on the internet
Writing reports
Preparing presentations
Preparing papers for meetings
Managing and reviewing filing and office systems,
Typing documents
Sourcing and ordering stationery and office equipment
Managing projects
Compiling rosters – All departments
Duty Manager Schedule
Personal and work’s banking
Taking care of the pets in his absence
Reason for leaving: Career advancement
6. The Rex Hotel, Knysna, Western Cape (AHA – African Hotels and Adventures)
Duration: March 2013 – October 2013
Position: Receptionist / Reservationist
Duties: Reception
Reservations
Making bookings- updating bookings
Switchboard
Guest relations & customer care (travel arrangements)
Financial duties (Payments, banking, float)
Stock takes
Relevant administrative duties
Night Audit
Duration: March 2013 – October 2013
Position: Housekeeping Supervisor
Duties: Supervising daily housekeeping operations
(Room checks, maintenance reporting)
Implementing Standard Operating Procedures and Hotel Policy
Staff management (Duty rosters, training, evaluation, leave schedules)
Stock control (Procurement, stock control)
Relevant administrative duties
Reference: Leandra Duminy -076-***-****
Reason for leaving: Career advancement
7. The Moorings, Knysna, Western Cape (Premier Hotels)
Duration: July 2010 – March 2013
Position: Event & Wedding Co-ordinator
Duties: Client liaison & customer care
Sales & marketing (Incl. creating new promotions & updating website)
Administrative duties (Database, quotations, invoicing, collections, government tenders)
Site inspection
Hosting
Management of event staff
Achievements: Member of SKAL, Western Cape
Featured in Knysna Plett Herald
Reference: Chris Duncan (General Manager)
Transferred to Cape Manor – Cape Town
Reason for leaving: Career advancement
7.1 The Moorings, Knysna, Western Cape (Premier Hotels)
Duration: July 2010 – March 2013
Position: Housekeeping & Laundry Supervisor
Duties: Supervising daily housekeeping operations (Room checks, maintenance reporting)
Implementing Standard Operating Procedures and Hotel Policy
Staff management (Duty rosters, training, evaluation, leave schedules)
Stock control (Procurement, stock control)
Relevant administrative duties
Reason for leaving: Career advancement
Achievements: Qualified in Testing of Legionella Disease
Reference: Chris Duncan (General Manager)
7.2 The Moorings, Knysna, Western Cape (Premier Hotels)
Duration: July 2010 – March 2013
Position: Manager on Duty (When required)
Duties: Guest relations & customer care
Site inspections
Stock control (Bar)
Restaurant quality control
Cash-up
Reference: Chris Duncan (General Manager) +27-44-302-****
Reason for leaving: When Required
7.3 The Moorings, Knysna, Western Cape (Premier Hotels)
Duration: July 2010 – March 2013
Position: Front Office Assistant (When required)
Duties: Reservations
Switchboard
Guest relations & customer care (Incl. sightseeing arrangements)
Financial duties (Payments, banking, float)
Relevant administrative duties
Reference: Chris Duncan (General Manager) +27-44-302-****
Reason for leaving: When Required
7.4 The Moorings, Knysna, Western Cape (Premier Hotels)
Duration: January 2010 - July 2010 (Internal Promotion)
Position: Restaurant Manager
Duties: Hosting & customer care
Set-up of restaurant (Breakfast buffet, a la carte lunch & dinner)
Set-up of banquets & conferences
Function management (Banquets, conferences & gala dinners)
Quality control
Housekeeping (Restaurant & bar)
Staff management (Hiring, training, rosters)
Formulating & implementing Standard Operating Policy & Procedures (Restaurant & bar)
Bar stock control
Cash-up
Reason for leaving: Internal Promotion
Achievements: Hosting the French & Danish media launches for the 2010 FIFA World Cup
Hospitality ambassador to the French & Danish during the
2010 FIFA World Cup
Reference: Chris Duncan (General Manager)
Reason for leaving: Internal Promotion
8. Kuzuko Lodge, Addo National Park, Eastern Cape (Legacy Hotels & Resorts Intl)
Duration: August 2007 - May 2008 (Career advancement)
Position: Executive Housekeeper
Duties: Managing daily housekeeping operations (Room checks, maintenance reporting)
Implementing Standard Operating Procedures and Hotel Policy
Staff management (Duty rosters, training, evaluation, leave schedules)
Stock control (Procurement, stock control)
Relevant administrative duties
Mini bar stock control
Sourcing & procurement of guest favours (Turn-down chocolates, liqueurs)
Achievements: Gala dinner for Archbishop Desmond Tutu
Featured in Top Billing magazine
Featured in the Citizen newspaper
References: Gerhard de Lange (General Manager) +27-79-521-****, ********@************.**.**
Gert Brumme (Director of Operations) +27-83-375-****,
*******@************.**.**
Reason for leaving: Career advancement
8.1 Kuzuko Lodge, Addo National Park, Eastern Cape (Legacy Hotels & Resorts Intl)
Duration: August 2007 - May 2008 (When required)
Position: Manager on Duty
Duties: Guest relations & customer care
Site inspections
Stock control (Bar)
Restaurant quality control
Cash-up
Fire safety officer
References: Gerhard de Lange (General Manager) +27-79-521-****,
********@************.**.**
Gert Brumme (Director of Operations) +27-83-375-****,
*******@************.**.**
8.2 Kuzuko Lodge, Addo National Park, Eastern Cape (Legacy Hotels & Resorts Intl)
Duration: August 2007 - May 2008 (Internal promotion)
Position: Front Office Manager
Duties: Reservations (Incl. ReservHotel)
Guest relations & customer care (Incl. travel & sightseeing arrangements)
Travel agent liaison
Financial duties (Payments, banking, float)
Staff management (Duty assignment, training, motivation)
Relevant administrative duties (Incl. reports and day end)
References: Gerhard de Lange (General Manager) +27-79-521-****,
********@************.**.**
Gert Brumme (Director of Operations) +27-83-375-****,
*******@************.**.**
Reason for leaving: Internal promotion
9. Mpongo Private Game Reserve, East London, Eastern Cape (Premier Hotels)
Duration: April 2003 - July 2007
Position: Duty Manager & Bar Manager
Duties: Customer care
Banqueting & hosting
Restaurant & bar management (Incl. Optima POS & cash-up)
Housekeeping
Stock control & procurement
Fire safety officer
Reference: Ettalize Maclean (General Manager) +27-72-236-****
Reason for leaving: Career advancement
10. Regent Hotel, East London, Eastern Cape (Premier Hotels)
Duration: January 2002 - April 2003 (Internal promotion)
Position: Banqueting & Restaurant Manager
Duties: Customer care
Banqueting & hosting
Conference & functions planning
Relevant administrative duties
Restaurant & bar management (Incl. cash-up)
Stock control & procurement
Staff management (Incl. hiring casual staff)
Reference: Francois van Zyl (General Manager) +27-43-709-****
Reason for leaving: Internal promotion
11. Toys R Us Westgate, Johannesburg, Gauteng
Duration: March 2001 - January 2002 (Career advancement)
Position: Salesperson
Duties: Customer care
Sales & procurement
Stock control
Cash-up
Reasoning for leaving: Career advancement
12. Old Trafford Football Bar, East London, Eastern Cape
Duration: January 1996 - February 2001 (Owner passed away)
Position: Bar Manager
Duties: Customer care
Opening & closing in the owner’s absence
Private functions
Sales & procurement
Creating promotions
Stock control
Cash-up
Reason for leaving: Owner passed away
FORMAL TRAINING & EDUCATION
Qwantani Resort
Year: 2017 - 2018
Subjects: Opera – Reception and Reservations, Housekeeping, Administrative
Basic Micros
Level 1 – Health & Safety
Level 1 - First Aid
Jozini Tiger Lodge
Year: 2013
Subjects: Apex – Reception and Reservations
Basic Plus point and plus point central
Guest Relations Service
The Rex Hotel - Internal Hotel System
Year: 2013
Subjects: Apex – Reception and Reservations
The Premier Hotel Group - Internal Hotel System
Year: 2010 -2013
Subjects: Optima Touch Screen
Point of Sale
Food & Beverage
Reservations
Events
Legionella and Legionnaires’ disease – HACCP Approved
Legacy Hotels & Resorts International - Internal Hotel System
Year: 2007
Subjects: Basic Opera
Point of Sale
Food & Beverage
Reservations
Housekeeping
Micros
The Premier Hotel Group – International Hotel System
Year: 2002
Subjects: Optima Touch Screen
Point of Sale
Food & Beverage
Reservations
Marketing & Events (In-House Training)
Wexler Guest Relations
Computer Literacy
Year: 1993
Subjects: Microsoft Word
Microsoft Excel
MS-Dos
High School - Certificate
Year: 1993
Institution: West Bank High School, East London, Eastern Cape
Subjects: Afrikaans
English
Business Economics
Home Economics
Geography
Science
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