Carol Zwane
Front Office
Johannesburg
Summary
Experienced Front Office at busy hotel offering strong interpersonal and financial management skills. Organized with strong attention to guest needs. Dynamic team leader and consensus builder who leads by demonstrating outstanding guest services.
Overview
8
8
years of professional experience
29
29
years of post-secondary education
Work History
Front Desk Supervisor
Aurum Restaurant
11.2023 - Current
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- improved guest experience and reduced waiting times.
Front Office Night Audit
Extended Stay America
1 2023 - 10.2023
- Prepared and reconciled daily sales and payment transactions, ensured safety and security of the hotel premises and guests, completed end-of-day accounting procedures, updated and maintained guest reservations, and provided excellent customer service.
- Elevated guest satisfaction ratings with attentive service and prompt resolution of any issues encountered during overnight stays.
- Played an integral role in upholding brand standards through diligent application of company policies and guidelines during overnight operations.
- Enhanced guest experience by providing personalized recommendations for local attractions and dining options.
- Contributed to a positive work environment by effectively communicating with team members across all departments.
Front Desk Team Leader
JW Marriott Austin
10.2022 - 07.2023
- Assisted guests with hotel reservations, provided information about room types and hotel amenities, coordinated group bookings, and resolved booking issues.
- Managed phone lines professionally, directing calls appropriately and handling reservation inquiries with ease.
- Upheld strict confidentiality of guest information in compliance with hotel policies and data protection regulations.
- Implemented strategies to optimize room occupancy rates and maximize revenue.
- Reviewed daily reports identifying patterns or trends and adjusted front desk operations accordingly to deliver exceptional service.
- Created a welcoming environment for guests upon arrival by maintaining a clean and organized reception area.
- Prioritized tasks effectively during peak hours by delegating responsibilities among team members based on skillset.
- Developed strong relationships with guests, fostering loyalty and repeat business.
- Communicated effectively with housekeeping and maintenance staff to ensure rooms were ready for guest arrivals.
- Resolved billing discrepancies quickly, providing clear explanations to guests in order to maintain trust and satisfaction.
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer concerns promptly.
- Monitored inventory levels of essential supplies at the front desk, proactively ordering when necessary to avoid shortages.
- Managed front desk maintenance of client records and lab data.
Front Desk Supervisor
Aurum Restaurant
08.2019 - 10.2022
- Welcomed guests, managed reservations, accommodated special requests, coordinated with servers and staff, provided exceptional customer service, and managed waitlists.
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Empowered front desk staff by promoting a supportive work environment and recognizing individual achievements, resulting in increased morale and productivity.
- Communicated regularly with management on front desk performance, identifying areas for improvement or growth opportunities.
- Created lasting relationships with guests that built loyalty and drove hotel revenue.
- Managed group reservations effectively, providing smooth check-in experiences for large parties or corporate events.
- Implemented an organized filing system for important
Front Desk Agent ,Housekeping ,Hostess
Menlyn Boutique Hotel
02.2017 - 12.2018
- Rotated through housekeeping and front desk duties, including cleaning and sanitizing, greeting and welcoming guests, handling reservations, dealing with guest requests, and performing administrative tasks.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
Education
Higher Certificate in Hospitality Management - hospitality management
International Hotel School
Johannesburg, South Africa 04.2001 - 01.2019
Certificate in Customer Service - humanies
Centurion Accademy
Johannesburg, South Africa 04.2001 - 01.2013
High School Diploma -
Tetelo Secondary School
Johannesburg, South Africa 04.2001 -
Skills
ADAPTABILITY
COMMUNICATION
CREATIVITY
LEADERSHIP
MICROSOFT OFFICE
PROBLEM SOLVING
STRATEGIC PLANNING
TEAMWORK
TIME MANAGEMENT
LANGUAGES
ENGLISH
Customer Service Management
File Management
Guest Relations
Time Management
Staff Supervision
Compliance Monitoring
Issue Resolution
Staff Training
Concierge support
Drivinglicense
yes, Present
Personal Information
- Date of Birth: 08/18/94
- Nationality: South African
- Marital Status: Single
References
KENELWE MASOLUKE Aurum Restaurant (Events Coordinator)
T: +27 61 420 3139
E: keneilwe95@gmail.com
SUSAN NIGHT AUDIT
SUPERVISOR JW Marriott Austin
T: (678) 992-6642
E: susan.brown@whitelodging.com
KEETLA GENERAL MANAGER Extended Stay America
T: +1 (737) 703-6362
E: aus@extendedstay.com
ELAUN RABE GENERAL MANAGER Menlyn Boutique hotel
T: 0797323660
E: gm@menlynhotel.com
Timeline
Front Desk Supervisor
Aurum Restaurant
11.2023 - Current
Front Desk Team Leader
JW Marriott Austin
10.2022 - 07.2023
Front Desk Supervisor
Aurum Restaurant
08.2019 - 10.2022
Front Desk Agent ,Housekeping ,Hostess
Menlyn Boutique Hotel
02.2017 - 12.2018
Higher Certificate in Hospitality Management - hospitality management
International Hotel School
04.2001 - 01.2019
Certificate in Customer Service - humanies
Centurion Accademy
04.2001 - 01.2013
High School Diploma -
Tetelo Secondary School
04.2001 -
Front Office Night Audit
Extended Stay America
1 2023 - 10.2023
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