Hi, I’m
Aphiwe Nomvalo
Guest Services Manager
Johannesburg
Summary
Goal-oriented professional with focused and tenacious approach to meeting guest needs. Adept at completing frequent reviews and inspections to maintain polished team and exceptional quality standards. Proficient in Microsoft , Hotel Property Management Systems, Hotel Rate Management Systems. Successful at implementing modern computer systems and increasing profits. Adept at maintaining long-term client relationships and innovative management. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
10
years of professional experience
Work History
Garden Court Milpark Hotel Johannesburg
Guest Services Manager
04.2024 - Current
Job overview
- Conducted regular performance evaluations of staff members to foster growth, development, and accountability in the workplace.
- Implemented staff training programs to reinforce customer service skills and elevate overall performance.
- Managed inventory control and resource allocation for optimal operational efficiency in the Guest Services department.
- Boosted revenue with strategic upselling of premium rooms, services, and amenities when appropriate.
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Retained high-quality employees by fostering a positive work environment that encouraged professional development opportunities.
Drakensberg Sun Resort Winterton
Guest Services Manager
02.2022 - 04.2024
Job overview
- Boosted revenue with strategic upselling of premium rooms, services, and amenities when appropriate.
- Enhanced internal communication by developing clear guidelines for interdepartmental collaboration related to guest requests or concerns.
- Retained high-quality employees by fostering a positive work environment that encouraged professional development opportunities.
- Increased repeat business through exceptional service, loyalty program promotion, and personalized follow-up communications.
- Optimized scheduling practices to ensure adequate coverage during peak times while controlling labor costs effectively.
- Set and managed policies for concierge services and guest relations.
- Managed 21 staff to deliver timely and courteous guest service in front desk, housekeeping and maintenance operations.
- Liaised between guests and hotel management, relaying information, promotions and issues.
Southern Sun And StayEasy MbombelaMbombela, Mpumalanga
Nodal Reservations Manager
12.2015 - 02.2022
Job overview
- Negotiated contracts with corporate clients for preferred rates or allotments, strengthening partnerships and generating additional revenue streams.
- Acted as a liaison between reservations and other hotel departments, ensuring seamless communication and efficient problem resolution.
- Collaborated with sales and marketing teams to optimize revenue through strategic pricing strategies.
- Analyzed booking trends to forecast occupancy rates accurately, informing revenue management decisions.
- Participated in industry events or networking opportunities to build relationships with travel partners or industry professionals for referral business generation purposes.
- Coordinated group bookings for events or conferences, ensuring a seamless process from inquiry to checkout.
- Developed policies and procedures for the reservations department, ensuring consistency and adherence to brand standards.
- Conducted regular audits of reservation records, maintaining accuracy and reducing discrepancies.
- Created rate plans and worked with revenue manager to boost occupancy and average achieved room rate.
- Developed policies and procedures for the reservations department, ensuring consistency and adherence to brand standards.
- Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Protea Hotel By Marriott NelspruitMbombela, Mpumalanga
Front Office Manager
04.2015 - 12.2015
Job overview
- Assisted sales department in upselling hotel services, increasing revenue through upgrades and add-on packages.
- Implemented staff training programs, improving employee performance and team cohesion.
- Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
- Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
- Assisted marketing efforts through data collection initiatives that resulted in targeted promotions thereby increasing reservations.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Established strong relationships with local tourism partners, generating leads on potential visitors requiring accommodations.
- Managed daily room inventory to maximize occupancy rates and revenue generation.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Protea Hotel Edward Durban, South Africa
Hotel Revenue Analyst
06.2014 - 04.2015
Job overview
- Contributed to the development of new pricing strategies, leading to increased profitability without compromising customer relationships.
- Supported management decision-making with detailed analysis of revenue patterns, identifying areas for growth and improvement.
- Assisted in budget preparation by providing accurate revenue forecasts based on historical data and current trends.
- Developed insightful management reports highlighting key revenue drivers, risks, and opportunities for growth.
- Enhanced financial reporting by developing and maintaining advanced Excel models for revenue forecasting and analysis.
- Implemented controls to ensure adherence to corporate policies regarding discounts, rebates, and other financial arrangements affecting revenue.
- Optimized pricing models by conducting competitive market research and analyzing customer price sensitivity data.
- Collaborated with cross-functional teams to develop comprehensive sales plans aligned with company goals and objectives.
- Supported contract negotiations by providing detailed analyses of customer usage patterns, pricing structures, and profitability margins.
- Increased revenue by identifying and analyzing trends, monitoring performance, and implementing effective pricing strategies.
- Continuously enhanced professional knowledge by attending industry conferences, participating in webinars, and staying current on relevant trends in revenue management.
- Monitored market trends and news to identify emerging opportunities.
Education
Durban University of Technology Durban,South Africa
National Diploma Hospitality Management from Hotel Management
Clairwood High School Durban, South Africa
Matriculation
Skills
Data analysis
Organized and distributed payroll for 21 staff members
Guest relations
Productive Guest Services Manager with years of experience Successful at implementing modern computer systems and increasing profits Adept at maintaining long-term client relationships and innovative management
Goal-oriented hospitality professional with focused and tenacious approach to meeting guest needs Adept at completing frequent reviews and inspections to maintain polished team and exceptional quality standards Proficient in Hotel Property Management Systems, Microsoft and Hotel Revenue Management Systems
Customer service abilities
Created and delivered effective training materials and courses
Budget balancing
Increasing occupancy
Increased repeat business through exceptional service, loyalty program promotion, and personalized follow-up communications
Implemented procedures and services to improve hotel services and amenities
Courses
Hotel Revenue Management
Managing Front Office Operation
Managing Housekeeping Operations
Financial Acumen for Hotel Managers
Microsoft Excel
Labor Law for Hotels
Emotional Intelligence
References
Mr. Theo Joubert
Deputy General Manager
Drakensberg Sun Resort 036 468 1000 / 0795112695
theo.joubert@southernsun.com
Ms. Catherine Ngomane
Deputy General Manager
StayEasy Emnotweni: 013 757 0000 catherine.ngomane@southernsun.com
Mr. Thuso Moroe
Hotel General manager
Hazyview Sun Hotel 013 737 9700
thuso.moroe@southernsun.com
Mrs. Mercia Basson
Revenue Manager
Protea Hotels: 021 430 5000 mercia.basson@mariotthotels.com
Availability
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Timeline
Guest Services Manager
Garden Court Milpark Hotel
04.2024 - Current
Guest Services Manager
Drakensberg Sun Resort
02.2022 - 04.2024
Nodal Reservations Manager
Southern Sun And StayEasy Mbombela
12.2015 - 02.2022
Front Office Manager
Protea Hotel By Marriott Nelspruit
04.2015 - 12.2015
Hotel Revenue Analyst
Protea Hotel Edward
06.2014 - 04.2015
Durban University of Technology
National Diploma Hospitality Management from Hotel Management
Clairwood High School
Matriculation