Customer Service Front Office

Location:

Pretoria, Gauteng, South Africa

Posted:

January 12, 2025

Contact this candidate

Resume:

Olebogeng Mongae

XL Nexus Travel Head office: Travel Practitioner

Name:

Olebogeng Mongae

Contact Number:

Email:

072-***-****

*****************@*****.***

Nationality:

South African

Identification Number:

Physical Address:

92-02-20-578*-***

10785 Mmesi Street

Dobsonville Extension 3

Johannesburg

1863

Gender:

Male

Race:

African

Languages:

Home

Other

Setswana

English, IsiZulu, IsiXhosa, Sesotho

Education

INSTITUTION

QUALIFICATION

YEAR

Letsatseng Combined School

Matric

2011

Development & Training Strategies (Pty) Ltd

Travel Agency Operations

2013

KJ Bolton Consultants cc

Map Reading and Global Positioning System Orientation

2013

Micros South Africa (Pty) Ltd

Opera PMS

2014

Tour Plan V2 Training (Pty) Ltd

Tour Plan V2 Training

2014

Development & Training Strategies (Pty) Ltd

Domestic Fares and Ticketing Mundus

2015

Hospitality ITsolutions

Summit Event Manager Pro

2015

Travel port South Africa

Galileo Computer Based Training Programme

2015

Association of Southern Africa Travel Agents

Travel Practitioner Designation

2019

XL Nexus Travel

Position: Travel Consultant

Period: February 2018 – December 2022

Achievements

Successfully Awarded Certificate of excellent services in 2019

Key Duties

Travel Consultants

Travel Consultants meet with clients to discuss and learn about their travel requirements. They are responsible for advising clients about suitable travel options in accordance with their needs, wants and capabilities.

Customers

Excellent customer service: Handle all aspects of domestic and regional reservations/bookings.

Receive travel requests from COCT travelers/travel bookers.

Obtain best possible rates from suppliers.

Client Travel Queries: Receive and resolve travel queries from clients, e.g. provide assistance to the client in the event that they are amendments.

Customer service delivery: Ensure strict adherence to the customer's travel policy and SLA agreement.

Ensure client information is kept up to date, accurate and complete, together with customer profiles.

Business Process

Adherence to client SLA: Compile a quotation on the travel package and forward this to the traveler/travel booker.

Arrange bookings as per the requested quote on best available option.

Provide booking confirmation to the travel booker/traveler once bookings have been made with suppliers.

Confirm final hotel/transfers and car hire vouchers with the travel booker/traveler.

Receive signed travel order for issue/ re issues of the booking arrangements.

Financial

Revenue maximization: Responsible for accuracy and completeness of fees charged.

Responsible for all cancellation, updating the refund register and refunds due to COCT.

Provide/prepare all relevant supporting documentation to accounts for invoicing.

Responsible for accuracy and efficiency in all areas of consulting thus eliminating unnecessary financial loss.

Ensure that all quotes are accurate.

Learning & Growth

Self-development: Provide input into and agree to the implementation training and development according to Personal development plan. (PDP).

Read and research information in order to remain abreast with changes within the market.

Read travel alerts, relevant travel publications (TNW) and keep abreast of destinations where travelers frequently go.

Hilton Hotels and Resort Sandton

Position: Front Desk, Reservation and Switchboard Operation Trainee

Period: July 2016 – July 2017

Maintenance Technician

Period: August 2017 – November 2017

Achievements

Successfully enrolled guest for the Hilton honors rewards program.

Key Duties

Front Office

Responsible for handling front office reception and administration duties, including greeting guests and offering them a beverage, answering phones, handling company inquiries, and sorting and distributing mail. Mail also schedule meetings and travel for executives.

Duties & Responsibilities

Directs & coordinates the activities of the FO department.

Perform the function of a link between the management & front office employees.

Perform budgeting function.

Plan the present & future need of resources.

Schedules the tasks of the front office employees.

Evaluate the job performance of front office staff & fills their appraisals.

Conduct training programs.

Resolve guest problems quickly, efficiently & courteously.

Reviews all reports generated by all the sections, included night auditors report.

Ensure all SOPs (Standard Operating Procedures) are followed.

Maintain coordination & good communication with other departments of the hotel.

Conduct regular staff meetings & staff briefing.

Motivate the staff to work in a team to achieve the organization objectives.

Coordinate with the sales & marketing team to ensure maximum sales of hotel rooms.

Resolve employee grievances.

Reservation Agent

The main duty of a Reservation Agent is to assist customers with planning and booking reservations. This can mean booking a hotel room, a car rental, airplane tickets, a cruise package or tickets to a show. They may also help plan travel itineraries by suggesting local tourist attractions and places of interest.

Duties & Responsibilities

Make Reservations: The main responsibility of a hotel reservation agent is to help customers with planning and booking reservations for a hotel. Agents work with customers to plan out the duration of their stay and then send booking confirmation to guests after processing payments. They are often the first person a customer will contact to sort out any issues with a reservation.

Provide Customer Service: Another important responsibility for a hotel reservation agent is providing customer service support if there is a problem with payment confirmation or issues navigating a hotel website to book a stay. Hotel reservation agents must hold themselves to the highest standards of professionalism as they work through customer issues.

Sell Additional Services and Upgrades: Many hotels have a variety of package deal options that combine a room with additional opportunities to rent a car, buy travel insurance, or attend a local event at a reduced cost. Hotel reservation agents are usually encouraged (or required) to upsell and promote relevant travel packages and touring opportunities to customers.

Give Directions and Advice: Customers often turn to the hotel reservation agent who confirmed their booking if they have any questions about parking, directions to the hotel, or restaurants and attractions in the surrounding area. Reservation agents are expected to have knowledge about the area a hotel is located in and be prepared to offer advice when necessary.

Maintain Records: Hotel reservation agents are responsible for keeping accurate records about customer bookings, payments, and any additional information that hotel staff might need when interacting with a guest. They might also use records to follow up with previous customers to encourage them to book another stay at the hotel.

Maintenance Technician

Respond and attend to guest repair requests. Welcome and acknowledge all guests according to company standards anticipate and address guests. Understand and operate advanced electrical, plumbing, refrigeration, and boiler systems.

Duties & Responsibilities

Fix doors in the organization and change the locks if they are bad.

Carry out carpentry works by fixing furniture.

Repair electrical gadgets.

Repair plumbing appliances.

Repair mail box and replace when necessary.

Carry out flooring works.

Troubleshoot general problems.

Repair and replace general hardware.

Remove stains and paint building when necessary.

Reference

Name: Ntombi Mdletshe