Opera PMS
Boitumelo Maleka
Front Office Manager
Atteridgeville
Summary
CAREER OBJECTIVES To obtain enough experience in the industry regardless of which, so that I could be more aware of what it entails and know more about its market as well as to sharpen my skills.
PERSONAL ATTRIBUTES: Hard working Approachable Team player Willingness to learn Reliable PROFFESSIONAL ACHIEVEMENTS: SPECIAL ACHIEVEMENTS AND HONOURS (HOSPITALITY MANAGEMENT NATIONAL DIPLOMA) Distinction in Hospitality Financial Management 2 and Occupational Emergency 1. Tuition funding for exceptional achievements in academy through Protea Hotels. Collaborative leader and productive Front Office Manager with dedication to partnering with coworkers to promote engaged and empowering work culture. Individual with excellent skills in customer service, office management and administrative support. Remains professional and tactful in all situations with focus on increasing satisfaction and retention.
Overview
14
14
years of professional experience
Work History
Front Office Manager
TsogoSun Hotels – Hi Monte Hotel Now Hotel Perte
01.2020 - Current
- And Responsibilities: - Guest Query Resolution telephonic/email
- Customer Relations ambassador
- Training of staff on operational procedures
- Incident reporting on cases
- Maintain effective communication with guests
- Checking of banking packs - Provide sufficient feedback to guests with regards to any requests
- Manage reservations telephonically and electronically.
- Coached employees through day-to-day work and complex problems.
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Analyzed data related to administrative costs and spending trends to prepare budgets for personnel.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Defined clear targets and objectives and communicated to other team members.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Established team priorities, maintained schedules and monitored performance.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Monitored customer service trends and provided insights to management team for further improvement.
- Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns.
- Delivered performance reviews, recommending additional training or advancements.
- Prepared agendas and took notes at meetings to archive proceedings.
Incident Manager
Micros South Africa
Midrand
09.2016 - 12.2019
- Protea hotels and Sun International
- Tasks and Responsibilities: - Managing Client Escalations - Monitoring Cases logged and Service Level Agreement conformity
- Ensure Cases are updated on system
- Provide Incident Report where required
- Maintain effective communication with clients
- To maintain effective communication with staff and forward relevant information regarding different group procedures
- Provide sufficient feedback to sites and assist with any escalations.
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
- Developed highly effective incident response team and trained extensively in preparation for possible events.
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Assessed incident priority based upon impact to business and escalated issues as necessary.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Delivered services to customer locations within specific timeframes.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Organized and detail-oriented with a strong work ethic.
- Demonstrated leadership skills in managing projects from concept to completion.
- Reviewed and assessed architecture design, implementation, testing and deployment needs to identify project requirements and costs.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
- Analyzed network security and current infrastructure to assess areas in need of improvement and develop solutions.
Hospitality Systems Consultant
Micros South Africa
Bryanston
04.2015 - 08.2016
- To provide telephonic /remote/onsite support -Be responsible for interaction with customers via email and telephone etc -Be responsible for interaction with customers via emai and telephone etc -To maintain effective communication with our customers at all times, through a planned program of scheduled telephonic conversations
- Prioritizing numerous issues of varying severity & service levels and dealing with them accordingly
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Proven ability to learn quickly and adapt to new situations.
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Developed and maintained courteous and effective working relationships.
- Provided professional services and support in a dynamic work environment.
- Applied effective time management techniques to meet tight deadlines.
- Self-motivated, with a strong sense of personal responsibility.
Front Office Manager
Tsogo Sun – Sunsquare Hotel
08.2013 - 01.2014
- And Responsibilities:Guest Account Management
- Checking of cashiers daily banking
- Invoicing
- Account query follow up and management
- Staff training
- Follow up on query accounts
- Audit requirements according to company policy
- Updating of Admin Files
Duty Manager-Front Office
Tsogo Sun – Sunsquare Hotel
11.2010 - 08.2013
- Guest Account Management
- Checking of cashiers daily banking
- Invoicing
- Account query follow up and management
- Staff training
- Follow up of finances
Guest Services Attendant
Tsogo Sun – Sunsquare Hotel
06.2009 - 11.2010
- Balancing end-of shift banking
- Guest Accounts
- Billing
- Guest Reservations and payment
- Guest Financial Records upkeep
- Follow up of finances
Education
National Diploma - undefined
University of Johannesburg
Graduate - Hospitality Management, Beverage Studies, Food and
Trainee (Hospitality Management - undefined
Southern Sun – Sunsquare Hotel
01.2009 - 05.2009
Occupational Emergency Care 1 - undefined
School of Tourism and Hospitality
Property Management Systems Certification - undefined
Bally Interface CertificationMicros - undefined
ITIL Foundation CertificationMicros - undefined
Skills
Language proficiency:English, Tswana, Afrikaans and ZuluPROFFESSIONAL SKILLSAttaining objectives through teamworkInterpersonal skillsTeamwork drivenMs Word, Excel, Outlook and OperaOpera PMS Certified
Oral and writing communication
Policy and procedure modification
Issue handling
Relationship building
Database administration
Inquiry response
Staff Management
Culturally sensitive service provider
New hire training
Proficiency in hospitality systems
Reservations management
Guest accommodations
Guest experiences
Vendor interaction
Customer service expert
Account Reconciliation
Software
MEWS PMS
Timeline
Front Office Manager
TsogoSun Hotels – Hi Monte Hotel Now Hotel Perte
01.2020 - Current
Incident Manager
Micros South Africa
09.2016 - 12.2019
Hospitality Systems Consultant
Micros South Africa
04.2015 - 08.2016
Front Office Manager
Tsogo Sun – Sunsquare Hotel
08.2013 - 01.2014
Duty Manager-Front Office
Tsogo Sun – Sunsquare Hotel
11.2010 - 08.2013
Guest Services Attendant
Tsogo Sun – Sunsquare Hotel
06.2009 - 11.2010
Trainee (Hospitality Management - undefined
Southern Sun – Sunsquare Hotel
01.2009 - 05.2009
National Diploma - undefined
University of Johannesburg
Graduate - Hospitality Management, Beverage Studies, Food and
Occupational Emergency Care 1 - undefined
School of Tourism and Hospitality