Bongimpilo Ndlovu
Witpoortjie Roodepoort
Summary
Highly driven, motivated, responsible and experienced professional seeking employment in a dynamic and reputable company, which will utilize my skills in offering exceptional administrative and organizational knowledge, accompanied by my unmatched guest service and management skills acquired whilst working at The Fairmont Dubai and further refined during my time at The H Dubai Hotel, The H Resort in Seychelles and subsequently at The Saxon Hotel, Villas and SPA and The Indaba Hotel, Spa and Conference Centre.
Overview
11
11
years of professional experience
5
5
years of post-secondary education
Work History
Assistant Front Office Manager
Indaba Hotel, Spa And Conference Centre
Fourways
02.2022 - 02.2023
- I arrived at the time the department was severely under staffed, and as such it was all hands on deck
- As I have a driver’s license and PDP, there were time where I would volunteer to fulfill the duties of our drivers
- With that being said, I logged all the vehicles operated by the front office department, (Mini Bus, golf carts and van), kept them cleaned, serviced and repaired if needed
- And compiled a report to assist my successor and training in the form of delegation to the supervisors, below me
- Front Office Operations training for all staff.
- Training on the Opera System
- Used a system called PRP which essentially was payroll and rostering of the casual staff under a company call PPLE.
- Consolidation of commissions for all our online travel partners, and reconciling them with our intake, providing an accurate audit.
- Complete trust by senior management in conflict/complaint resolution
- Was the Executive Manager on Duty from 16 December 2022 till 26 January 2023, assuming the duties and authority of the GM in his absence, the managers for the respective departments were also present during this time, thus my responsibility was to provide them with the necessary assistance and make executive decisions when needed.
Assistant Front Office Manager
The Saxon Hotel
Villas
09.2017 - 01.2018
- My mandate was to refine the quality of service delivered at the hotel to be in line with international standards
- My immediate task was to prepare training programs geared towards a positive result in the LQA audit which was eminent
- To provide a conducive environment for the reception managers and supervisors to lead with confidence, and to ensure that all colleagues in the reception offer the same standard and only differ in their unique approaches
- To be visible in the reception area both in assistance of guests and colleagues
- To cover the night manager on days off and vacations, and hence completing all night audit procedures
- Working alongside the Front office manager with the departmental budget, upselling techniques, appraisals and way to push the benchmark of modern day hospitality.
Night Manager
The H Resort Seychelles
11.2015 - 12.2017
- I was requested by the corporate office to stay on in Seychelles as the resident night manager to continue the work, which I had already started in the pre-opening phase
- I fulfilled the duties and responsibilities of the duty manager, including but not restricted to overseeing daily operations supporting the shift supervisors in the execution of their functions and duties
- As well as dealing with guest related issues in an efficient and progressive manner
- As the night manager one was expected to make decisions in accordance with the executive management’s position and expectations
- Conducting the night audit procedures, as well as drafting of standard operation procedures specific the operation of the resort
- I designed training programs along with mechanisms and structures to monitor the training and development of each and every colleague
- I created the Front Office manual handed over to every colleague upon hire
Front Office Supervisor
The H Hotel Dubai
06.2014 - 11.2015
- Tasked with overseeing the operations of the reception desk
- Ensuring that the colleagues have all the equipment and resources to conduct the jobs
- Resolving guest concerns as the first level of leadership
- I was then tasked with rejuvenating the telephone operations, I was given complete authority and support by the management team, needless to say that after 6 months the telephone operations team managed to acquire 100% in both LQA audits that year
- I was then tasked to inspire the same change in the reception desk again with a high level of jurisdiction along with the duty managers
- Our LQA scores jumped from 60% to 85% by the next audit, and Trip advisor rankings moved from 125 to 60 within a few months
- I was requested by the senior management to be part of the Task Force team in the pre-opening stages of the Sister property in Seychelles.
Front Desk Agent
The Fairmont Dubai
12.2012 - 05.2014
Banquet Server
The Fairmont Dubai
05.2012 - 12.2012
Education
Matriculated/Grade 12 -
Bryanston High School
Bachelor of Arts - Law
University of The Witwatersrand
Johannesburg, South Africa 01.2007 - 12.2010
Bachelor of Arts - Hospitality Administration And Management
University of South Africa
Tswane, South Africa 01.2023 - Current
Skills
Organization and planning
Staff supervision
Scheduling
New-Hire Training
Microsoft Office Suite
Policy and procedure modification
Oral and writing communication
Account Reconciliation
Staff Management
Relationship building
Issue handling
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Bachelor of Arts - Hospitality Administration And Management
University of South Africa
01.2023 - Current
Assistant Front Office Manager
Indaba Hotel, Spa And Conference Centre
02.2022 - 02.2023
Assistant Front Office Manager
The Saxon Hotel
09.2017 - 01.2018
Night Manager
The H Resort Seychelles
11.2015 - 12.2017
Front Office Supervisor
The H Hotel Dubai
06.2014 - 11.2015
Front Desk Agent
The Fairmont Dubai
12.2012 - 05.2014
Banquet Server
The Fairmont Dubai
05.2012 - 12.2012
Bachelor of Arts - Law
University of The Witwatersrand
01.2007 - 12.2010
Matriculated/Grade 12 -
Bryanston High School