Microsoft Office
BELIEVE MADAKA
Guest Experience Coordinator
1 Derby Road, Kenilworth, Cape Town
Work Preference
Summary
Dynamic and results-driven professional with extensive experience at Knysna Hollow Hotel, excelling in client support and communication. Proven ability to enhance guest satisfaction through analytical problem-solving and strong interpersonal skills. Recognized for implementing cost-saving measures while maintaining high service standards, fostering teamwork, and delivering exceptional experiences.
Overview
8
8
years of professional experience
3
3
Languages
Work History
Concierge/Travel Agent
Hotel Associate of Vida Nova Retreat Hotel
09.2023 - 06.2025
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Maximized guest satisfaction by promptly addressing concerns and resolving issues.
- Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
- Enhanced guest experience by providing personalized recommendations for dining and entertainment.
- Facilitated smooth check-in and check-out processes, minimizing wait times and improving guest satisfaction.
- Developed relationships with local businesses to secure discounts and special access for guests.
Front of House Supervisor
Knysna Hollow Hotel
08.2019 - 03.2023
- Demonstrated adaptability in handling unexpected situations or challenges that arose during service hours, effectively addressing issues to maintain customer satisfaction levels.
- Implemented cost-saving measures without sacrificing quality or service levels, increasing overall profitability by about 10%
- Trained new employees on company policies, procedures, and service standards to ensure consistent guest experiences across the team and reduce wastage significantly by over 20%.
- Acted as a liaison between Front of House and Back of House departments, ensuring clear communication for seamless service delivery.
- Led pre-shift meetings for Front of House staff members, reviewing daily specials, upcoming events, or pertinent announcements as necessary.
Front of House Assistant
Sirocco Restaurant
09.2017 - 07.2019
- Maintained positive team environment by encouraging teamwork and respect in accordance with company mission.
- Managed and rendered hands-on day-to-day FOH operations to drive quality, standards, and meet customer expectations.
- Demonstrated leadership by keeping up with cleanliness and organization and delegating roles to employees.
Education
National Diploma in Geology - Geology
Zimbabwe School of Mines
Bulawayo, Zimbabwe 04.2001 -
High School Diploma -
Bradley High School
Bulawayo, Zimbabwe 04.2001 -
Skills
Strong communication
Interpersonal skills(empathy, active listening, patience)
Client support/ Customer service skills
Professional telephone and online communication
Analytical problem-solving
Dedicated work ethic
Attention to detail
Teamwork
Time management skills
Organizational skills
Accomplishments
- Created elaborate destination wedding and business travel packages to boost company sales.
- Marketed travel deals, special promotions and valuable discounts to clients through email, phone call, and monthly newsletters, which helped to boost sales volumes.
- Provided clients with incentives for referring new customers, resulting in 5% increase in incremental new business at Tendai Travels and the contracted hotels.
Additional Information
In possession of a Valid South African Driver's License.
Software
POS Systems
OPERA
CRM Systems
Interests
Travel
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Reading and music production
I have a great passion for music production, arts and creativity, I utilize most of my spare time researching and being creative in the arts space and embracing different tastes in music and culture thus enhancing my knowledge and understanding of relations and people in the process.
Languages
English
Bilingual or Proficient (C2)
Timeline
Concierge/Travel Agent
Hotel Associate of Vida Nova Retreat Hotel
09.2023 - 06.2025
Front of House Supervisor
Knysna Hollow Hotel
08.2019 - 03.2023
Front of House Assistant
Sirocco Restaurant
09.2017 - 07.2019
National Diploma in Geology - Geology
Zimbabwe School of Mines
04.2001 -
High School Diploma -
Bradley High School
04.2001 -