Customer experience management, receptionist

TRACY CHAIBVA

Cell: +263-***-***-*** /+263-***-***-***

**************@*****.*** • LinkedIn: //www.linkedin.com/in/tracy-chaibva-854650263/ Customer Service Professionalism Interpersonal skills Hospitality Innovative PROFESSIONAL SUMMARY

Highly dedicated and enthusiastic professional with a strong background in tourism and hospitality, customer service, receptionist duties, customer experience, contact centre operations, and general administrative work. Possessing excellent interpersonal skills and a genuine passion for providing exceptional service, I consistently strive to exceed customer expectations and deliver memorable experiences. With a proven track record of success in various roles, I excel in fast-paced environments and have a keen eye for detail. Adaptable and resourceful, I am adept at handling diverse responsibilities and resolving customer issues effectively. Seeking opportunities to leverage my skills and contribute to the success of a dynamic organization in the tourism and hospitality industry. Core Competences and Skills

• Customer Service Excellence • Computer Proficiency • Hospitality

• Excellent Communication • Adaptability • Contact Centre Operations

• Team Collaboration • Multitasking and Time Management • Customer Experience Enhancement EDUCATION

• Bachelor of Science Honours Degree in Hospitality and Tourism (Chinhoyi University of Technology), 2023.

• National Foundation Certificate in Computer Operations and Packages (HEXCO)

• 3 Advanced level passes in Literature in English, History, and Divinity, Westwood College, 2017

• 5 Ordinary level passes in English & Mathematics, Kuwadzana 2 High School, 2014.

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TRAINING/ CERTIFICATES

● Professional Certificate in Customer Experience Management – (Distinction) Marketer Association of Zimbabwe. MEMBERSHIP AND AFFILIATIONS

● Member: Marketer Association of Zimbabwe (MAZ)

PROFESSIONAL EXPERIENCE

Crocodile Motel - Rusape August 2025 to date

Receptionist

• Welcoming and Greeting Visitors: Providing a warm and professional welcome to visitors, guests, and clients as they arrive at the premises. Help with luggage and direct guests to check-in areas.

• Directing them to the appropriate person or department and ensuring their comfort while they wait.

• Check-In and Check-Out: Process guest check-ins, check-outs efficiently and verify guest information and handle registration forms.

• Reservation Management: Manage hotel reservations and assist with booking inquiries and update and maintain the booking system for accuracy.

• Handling Payments: Process payments for room charges, additional services and issue receipts and manage cash transactions.

• Providing Information: Offer information about hotel services, amenities, and local attractions. Assist guests with directions and recommendations.

• Responding to Guest Inquiries: Address guest questions or concerns promptly and professionally and handle special requests, such as room preferences or dietary needs.

• Managing Communication: Answer phone calls and respond to emails related to reservations, inquiries and relay messages to guests and staff as needed.

• Coordinating Services: Arrange transportation services, tours, or activities for guests and collaborate with housekeeping and maintenance to ensure guest satisfaction.

• Maintaining Records: Keep accurate records of guest check-ins, check-outs, room assignments and update guest profiles and preferences in the system.

• Ensuring Security: Monitor the entrance and lobby area for safety and security and verify guest identities and manage access to the hotel.

• Handling Complaints: Address and resolve guest complaints or issues effectively and escalate concerns to management when necessary.

• Maintaining the Front Desk Area: Keep the front desk and lobby area organized and presentable and ensure brochures, maps, and other materials are readily available for guests.

• Providing Concierge Services: Offer concierge services, including restaurant reservations and event bookings. Assist guests in planning their itineraries.

• Training and Supervising Staff: Train new front office staff on procedures and systems, if applicable. Supervise junior receptionists and ensure adherence to hotel standards.

• Reporting and Documentation: Prepare daily reports related to occupancy, revenue, and guest feedback. Document any incidents or unusual occurrences during shifts.

Lorax Rowan Private Limited Jan 2023 to Dec 2024

Customer Experience Officer

• Welcoming and Greeting Visitors: Providing a warm and professional welcome to visitors, guests, and clients as they arrive at the premises. Directing them to the appropriate person or department and ensuring their comfort while they wait.

• Managing Incoming Calls: Answering and managing phone calls in a polite and professional manner. Transferring calls to the relevant individuals or departments and taking accurate messages when necessary.

• Scheduling and Appointment Management: Managing appointment schedules for clients, customers, or staff members. Coordinating meeting room bookings, ensuring availability, and sending reminders for scheduled appointments.

• Administrative Support: Assisting with various administrative tasks such as data entry, document preparation, photocopying, scanning, and filing. Updating and maintaining records, databases, and other relevant documentation.

• Mail and Email Handling: Sorting and distributing incoming mail and packages. Managing outgoing mail and coordinating courier services as needed. Responding to emails and forwarding them to the appropriate recipients.

• Customer Service: Providing excellent customer service by responding to inquiries, resolving complaints, and addressing customer concerns in a friendly and professional manner. Ensuring customer satisfaction and maintaining a positive image for the organization.

• Maintaining Reception Area: Keeping the reception area clean, organized, and presentable at all times. Monitoring and replenishing office supplies, brochures, and other materials as needed.

• Security and Access Control: Monitoring and managing visitor access to the premises, ensuring compliance with security protocols. Issuing visitor badges or access cards and notifying employees of visitor arrivals.

• Coordination with Other Departments: Collaborating with different departments within the organization to facilitate smooth operations. Communicating relevant information or updates to the appropriate individuals or teams.

• Multitasking and Time Management: Handling multiple tasks simultaneously while maintaining attention to detail and meeting deadlines. Prioritizing tasks effectively and managing time to ensure efficient workflow. Las Palmas Guest House 2020 to 2021 (internship)

Tourism Specialist Assistant

• Welcomed customers upon entrance and confirming reservations.

• Acting as the point of reference for guests who need assistance or information and attending to their requirements.

• Understanding customer’s needs and providing them with personalized solutions by suggesting activities and facilities provided by the Guest House

• Acquiring extensive knowledge of the premises and the nearby venues and businesses to make the most suitable recommendations.

• Arranging events, excursions, transportation etc. upon request from Guest house residents

• Answering the phone and make reservations, taking and distributing messages or mail and redirecting calls.

• Responding to complaints and finding the appropriate solution.

• Maintain cleanliness of the stairwells

• Perform all housekeeping duties.

• Cleaning assigned public and housekeeping areas.

• Using the POS system effectively on the payment for guests Chinhoyi University of Technology Hotel 2019 to 2021 (Practical Sessions) Tourism Students Assistant

• Prepare room the dining room by setting condiments, napkins, service plates, utensils, and table décor as required.

• Protect the establishment and patrons by adhering to sanitation, safety, and alcohol beverage control policies.

• Help patrons select food and beverages by presenting the menu; offering beverages; suggesting courses and answering questions about the menu.

• Transmit orders to the bar and kitchen by recording patrons' choices, identifying patrons' special dietary needs and special requests.

• Keep kitchen staff informed by noting the timing of meal progression.

• Serve orders by picking up and delivering patrons' choices from the bar and kitchen, delivering accompaniments and condiments from service bars.

• Complete and comprehensive knowledge of the menu and various liquors, beer, and wines

• Accurately execute guests' orders and requests in a timely fashion

• Consistently display the Steps of Service at all opportunities to guest. REFERENCES

• Available on Request

Contact this candidate