RAQUELLE ROZALLI STEENKAMP

admpnp@r.postjobfree.com 060******* Malan Street, Upington, South Africa

A hardworking and proactive individual, who brings a strong work ethic alongside high levels of enthusiasm to the workplace. Very organised and goal driven to further drive development and anticipate the next steps needed to manage both myself and others effectively. Passionate in helping people and providing the best service to customers to ensure that every need is met, whilst also maintaining effective relationships with both the customers and team members.

WORK EXPERIENCE

Front Office Duty Manager November 2020 - Current

De Werf Lodge, Keimoes, South Africa

Checking in and out of guests; doing room checks before guests arrive.

Issuing and transferring stock to relevant departments.

Occasionally assisting with stock take in the kitchen and bar.

Doing waiters cash ups and running day ends.

Supervising the restaurant and bar area on each shift.

Doing stock controls, receiving goods and logging on the system.

Front Office Receptionist

December 2019 – June 2020

EasyHotel, Birmingham, United Kingdom

The hotel forms part of a super budget hotel group with limited departments. As a lone worker I took full responsibility on every shift managing the hotel operations. This greatly contributed to developing my management skills in every aspect. Below is a list of the main responsibilities I had whilst working at the property.

I ensured the reception area was always clean and tidy.

I often dealt with customer complaints and resolved the issues in the most effective way.

Any maintenance and housekeeping queries Guests had I resolved.

Ensuring payments for all arrivals prior to Guest arrival time was one of my daily tasks to secure Guest bookings and provide a swift check in experience for every Guest on arrival.

I continuously responded to online customer reviews, queries and complaints to ensure any issues were resolved as soon as possible to maintain the good reputation and customer loyalty of the hotel.

My interactions with Guests upon check-in and check-out was always in a friendly and professional manner to ensure each and every Guest felt warmly welcomed.

I did room inspections to ensure the cleanliness of each room was always up to standard, as the hotel was very well known for the cleanliness and comfort our rooms provided.

Front Office Supervisor

March 2019 – July 2019

Protea Hotel by Marriott Victoria Junction, Cape Town, South Africa

My role as a supervisor was equivalent to that of a duty manager. I mainly worked late shifts and was responsible for running the front office. This allowed me to expand my problem solving skills and staff management. It allowed me to deal with issues such as having to walk Guests due to over bookings, having to investigate any issues Guests might have had during a stay and find the most efficient solutions to maintain Guest loyalty. Below is a list of the main responsibilities I had whilst working at the property.

I was mainly responsible for all admin, which means I was mainly working in the office while at the same time supervising the reception area and assisting receptionists during peak moments at the front desk.

I had the role of being the duty manager on late shifts (which majority of my shifts were), I would overview the food and beverage department as well as the housekeeping department to ensure everything ran smooth during the evening.

I was responsible for changing the back-up tapes in our server rooms to ensure all our data was stored correctly.

I was responsible for setting up rotas and communicating to the staff transportation company to ensure everyone on each late shift was on the list to get transported home safely each night.

Interacting with Guests upon check-in, check-out and handling any Guest complaints was something I did on a daily in the most professional manner possible.

It was my responsibility to meet and greet VIP Guests on arrival to ensure they were warmly welcomed.

Monitoring check-ins and ensuring receptionists update Guest profiles and reservations to maintain accurate updated customer details.

Selling and closing sales for walk-ins as well as signing off FOREX for international Guests.

Assigning rooms, monitoring the properties Loyalty Program and Enrolment process to ensure the hotel reaches their monthly numbers for new loyalty enrolments.

Authorizing Direct Bills to Travel Agencies and ensuring correct paperwork is attached to Direct Bills, which would enable the Finance department to send it through without any issues.

Updating the Hotel House Accounts and making sure it gets sent to the Finance department monthly.

I continuously responded to emails and online customer reviews, queries and complaints to ensure any issues were resolved as soon as possible to maintain the good reputation and customer loyalty of the hotel.

Trainee (various departments)

During my three years of studies at the Cape Peninsula University of Technology I had to complete two work integrated learning practicals. Both consisting of six months at two different properties. The purpose of this was to apply the theory we’ve learnt to the real world and gain experience in the industry. We also worked in the Cape Town Hotel School restaurant each year to increase our knowledge and experience in the culinary and food and beverage field. These different training experiences have been listed below.

African Pride Arabella Hotel & Spa, Kleinmond, South Africa July 2018 – December 2018

Reservationist: handling incoming calls, reservation enquiries and taking advanced payments for future bookings. Upselling the hotel rooms and facilities to increase sales.

Receptionist: Daily interacting with Guests, checking in and checking out of Guests and settling of Guest bills.

Protea Hotel Fire and Ice! By Marriott, Cape Town, SA January 2017 - June 2017

Receptionist: Daily interacting with Guests, checking in and checking out of Guest and Settling of Guest bills.

Switchboard operator: Dealing with incoming calls and Directing calls to the correct departments, taking messages and advising where relevant.

Housekeeper: Cleaning and supervising of Guest rooms

Waitress/hostess: Welcoming Guests and directing them to their waiter, or seating Guests and ensuring their waiter sees to them.

Marketing assistant: Updating social media platforms as well as creating content for social media platforms

Continuously responding to online customer reviews, queries and complaints

Cape Town Hotel School – Granger bay Restaurant July 2016 – September 2016,

November 2017 – December 2017

Preparing the restaurant for service

Guest and bar service in the restaurant

Bar stock takes

Kitchen preparation in hot and cold sections

EDUCATION

2021GA Level 5 180 hour TEFL certificate

2019-2020 University College Birmingham, UK [1st Class BA (Hons) Hospitality Business Management]

2016-2018 Cape Town Hotel School, Cape Peninsula University of Technology, South Africa (National Diploma in Hospitality: Accommodation Management) Graduated with Cum Laude (with distinction)

2011-2015 Upington High School ( Distinctions: Consumer Studies & Life Sciences)

OTHER QUALIFICATIONS / SKILLS / LANGUAGES

English (Fluent) and Afrikaans (Fluent)

Computer Skills- Opera, Semper, Micros, MS Office, Pastel

Wine course certificates- South African Wines, Wines of the world, food and wine pairing

Cape Town Hotel school awards- Hoteltronix award (best information systems third year), Andrew Botha Bon hotel award (best finance third year), UCB Scholarship

Bartending course certificate- Shakers Bar School and Events

HIV training course, Fire fighting training and First aid course

INTERESTS

Exercising

Sports and hiking

Outdoor activities

Socializing with friends and family

References available upon request

Contact this candidate