Berven Mashonganyika
MSC Cruises
Florida
3
Languages
24
years of professional experience
Led initiatives to elevate guest satisfaction by effectively addressing concerns. Implemented streamlined communication strategies to enhance overall guest experiences. Drove operational enhancements that fostered lasting positive impressions among guests.
Work History
Guest Service Supervisor
23 Years 7 Months- Delivered 5-star guest service by resolving 95%+ of complaints on first contact, driving positive reviews and loyalty.
- Managed check-in/check-out operations using Opera PMS, ensuring 100% billing accuracy and average processing time under 3 minutes.
- Advised guests on local attractions, dining, and transport options, tailoring recommendations to enhance their experience.
- Maintained guest records and administrative files in line with POPIA and hotel SOPs, ensuring audit readiness.
- Coordinated with Housekeeping, Maintenance, and F&B teams to resolve guest requests in a timely manner, ensuring prompt service recovery.
Receptionist
1 Year 5 Months- Used proper telephone etiquette, answered calls and caller questions, and transferred to proper extensions.
- Displayed pleasant and professional voice and demeanor, positively representing organization.
- Delivered accurate phone messages to personnel with legibly written call-back numbers and names.
- Developed effective working relationships with clients to ensure satisfaction with services provided.
- Managed daily calendar appointments for staff members.
- Operated multi-line telephone system to answer incoming calls and accurately direct callers to appropriate employees.
Duty Manager
1 Year- Demonstrated strong leadership abilities while managing daily operations of the business.
- Utilized problem-solving techniques when resolving conflicts among team members.
- Resolved customer complaints in a professional manner, leading to improved customer retention rates.
- Evaluated teamwork, flexibility and adaptability of departments, utilizing professional skills to meet and uphold company values and goals.
- Provided guidance and mentorship for junior staff members as needed.
- Devised innovative solutions for challenging operational problems.
Assistant Front Desk Manager
2 Years 10 Months- Coordinated with housekeeping staff to ensure timely delivery of requested items.
- Performed administrative duties such as data entry, preparing reports and maintaining accurate records.
- Demonstrated strong interpersonal skills while managing front desk operations, including scheduling staff and monitoring performance.
- Assisted guests with check-in and check-out processes, providing information about hotel amenities and services.
- Conducted regular inspections of public areas to identify any maintenance needs or safety hazards.
- Greeted visitors warmly upon arrival and provided directions as needed.
Education
High School Diploma - General Studies
Skills
Analyzed customer service performance metrics to implement strategic enhancements in service delivery processes.
Welcomed customers upon arrival
establishing connections to ensure a positive experience.
Achieved high guest satisfaction ratings through optimized check-in and check-out workflows. Improved operational efficiency by coordinating staff effectively and implementing training programs. Enhanced guest experience by ensuring timely communication of hotel services during arrivals and departures.
Achieved operational excellence through the implementation of effective administrative practices. Boosted team productivity by optimizing resource management. Fostered stakeholder collaboration to deliver successful project outcomes.
Oversaw integration of front and back office functions
fostering a collaborative environment and maximizing performance outcomes.
LANGUAGES
English - Advanced
C2
Bilingual or Proficient
Spanish - Advanced
B1
Intermediate
German
A2
Elementary
Accomplishments
- Enhanced Guest Satisfaction: Increased customer satisfaction score by 20% in one year.
Timeline
Receptionist
Goldstein Lawyers
07.2021 - 12.2022Read More
Duty Manager
Derwent Hotel
06.2020 - 06.2021Read More
Assistant Front Desk Manager
Atlantic Affair Boutique Hotel
01.2018 - 11.2020Read More
Guest Service Supervisor
MSC Cruises
01.2003 - CurrentRead More
St Francis And St Clare High School
High School Diploma from General Studies
Read More