Front Desk, Reservations, Guest Relations Specialist
Resume:
MICHELLE MUSHAYABASA
Reservations, Front Desk and Guest Relations Specialist
***************@*****.***
HARARE, ZIMBABWE
ZIMBABWEAN
SINGLE
CLEAN CLASS 4
FEMALE
Profile
As a dynamic MBA student with a robust background in the tourism and hospitality industry, I bring over three years of valuable experience from my tenure at Zambezi Cruise & Safaris. My dedication and passion as a hotelier are evident through my hands on experience in administrative coordination, front office operations, reservations, housekeeping and restaurant services.I am proactive in identifying opportunities for improvement and possess strong collaborative skills that allow me to work effectively with cross-functional teams. My love for people drives my commitment to creating positive workplace cultures where every individual feels valued and motivated. I am empathetic in nature which allows me to connect with clients on a personal level, fostering trust and loyalty. This diverse professional exposure has equipped me with the skills necessary to excel as Reservations, Front Desk and Guest Relations Specialist. I am eager to leverage my expertise and enthusiasm to contribute to the success of a forward-thinking organization.
Professional Experience
SENIOR GROUP RESERVATIONS SPECIALIST
ZAMBEZI CRUISE AND SAFARIS
•Handle inbound inquiries and reservations for bookings via phone, email, whatsapp, in-person and social media channels. 03/2022 – 12/2024
SELOUS, ZIMBABWE
•Operate switch board to handle incoming, outgoing calls, direct calls, taking and relaying messages.
•Room allocation according to rate, size and preferences
•Achieved Semper Champion status through exceptional knowledge of Semper system.
•Diligently administered guest accounts by updating all in- house payments.
•Led extensive training programs, elevating the proficiency of new reservation agents.
•Optimized follow-up processes by effectively integrating Customer Relationship.
•Supervision of the front office.
•Communicate effectively with clients to determine their requirements and preferences.
•Guests complaints handling.
•Work closely with sales, marketing, front desk and operations teams to ensure a seamless booking experience.
•Assist in coordinating special requests and arrangements for events.
•Generate reports on group bookings and occupancy rates. ACTING GROUP RESERVATIONS MANAGER
ZAMBEZI CRUISE AND SAFARIS
•Problem Solving
07/2024 – 10/2024
SELOUS, ZIMBABWE
•Decisions Making
•Risk Management
•Planning and Strategy
•Team leadership
•Performance Management
•Communication
•Training Management
•Meetings
STUDENT INTERN
ZAMBEZI CRUISE AND SAFARIS
Front Office Key Duties & Responsibilities
12/2019 – 12/2020
SELOUS, ZIMBABWE
•Greet and welcome guests in a friendly and professional manner.
•Provide information about the lodge and offerings
•Manage phone calls, route inquiries, and take messages as necessary.
•Handle check-in and check-out processes efficiently.
•Conduct stationary order
•Conduct safety briefing.
•Conduct room checks before the guest arrival.
•Maintain accurate records of guest information and reservations.
•Maintain a clean and organized front desk area.
•Process payments and maintain financial records as needed.
•Perform administrative tasks, such as filing and data entry. Food and Beverage Key Duties & Responsibilities
• Greet and seat guests, presenting menus and explaining daily specials.
•Respond to guest inquiries and provide information
•Take food and beverage orders accurately and efficiently.
•Maintain comprehensive knowledge of the menu, including ingredients, preparation methods, and potential allergens
•Provide recommendations to customers based on their preferences.
•Serve food and drinks to guests, ensuring timely delivery.
•Check in with guests to ensure satisfaction and address any needs or concerns.
•Prepare and process payments, handling cash and credit transactions.
•Gather customer feedback to identify areas for improvement in service and offerings.
•Monitor stock levels of food and beverage items and assist in inventory control.
Housekeeping Key Duties & Responsibilities
• Perform thorough cleaning of guest rooms, bathrooms, and common areas, including dusting, vacuuming, mopping, and polishing surfaces.
•Use appropriate cleaning agents and equipment to ensure cleanliness and hygiene
•Monitor and manage housekeeping supplies and equipment, reporting any shortages or maintenance needs to management.
•Ensuring beds are neatly spread and there is clean linen on the bed at all times.
•Respond promptly to guest requests for additional items (e.g., toiletries, towels) and accommodate special requests whenever possible.
•Maintain a friendly and professional demeanor while interacting with guests.
•Prioritize tasks based on guest check-in/check-out schedules and occupancy rates
•Restocking guestroom amenities like toiletries and tea supplies. Kitchen Key Duties & Responsibilities
•Assist in food preparation, including chopping, slicing, and measuring ingredients.
•Cook menu items according to recipes and quality standards.
•Properly store food items and manage waste disposal according to safety guidelines.
•Monitor food quality during preparation and cooking to ensure taste and presentation meet standards
•Taste dishes before serving to ensure flavor profiles are correct.
•Communicate effectively with front-of-house staff regarding menu items and specials.
•Help with inventory management, including receiving and storing food supplies.
•Follow food safety and sanitation guidelines at all times Education
MASTERS OF BUSINESS ADMINISTRATION
ZIMBABWE OPEN UNIVERSITY
02/2024 – present
HARARE, ZIMBABWE
BACHELOR OF COMMERCE IN TOURISM, HOSPITALITY AND CULTURE MANAGEMENT
GREAT ZIMBABWE UNIVERSITY
CLASS 2.1
02/2018 – 12/2021
MASVINGO,
ZIMBABWE
A’LEVEL
MOLELI HIGH SCHOOL
3 A'LEVEL PASSES
02/2016 – 12/2017
NORTON, ZIMBABWE
O’LEVEL
WADDILOVE HIGH SCHOOL
8 O'LEVEL PASSES
01/2012 – 12/2015
MARONDERA,
ZIMBABWE
Skills
RESERVATIONS SYSTEMS (
SEMPER )
MICROSOFT OFFICE TOOLS
STRONG COMMUNICATION
SKILLS
SOCIAL MEDIA MANAGEMENT
EMOTIONAL INTELLIGENCE
SWITCHBOARD
POS
SALESMANSHIP
LEADERSHIP
Languages
ENGLISH
NDEBELE
SHONA
References
PRECIOUS MUKUMBA, GROUP RESERVATIONS MANAGER, ZAMBEZI CRUISE AND SAFARIS ********@********************.***, +263-**-***-****/ 086-****-**** VICTOR MUBIANA, GROUP SALES AND MARKETING MANAGER, ZAMBEZI CRUISE AND SAFARIS *****@********************.***, +263-***-***-***
ELEANOR MARIMO, PAMUZINDA LODGE MANAGER, ZAMBEZI CRUISE AND SAFARIS *******@********************.***, +263-*********/ 071*******/ 086-****-****
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