Claude-Francois NDALA

• Managing the Guest services and Concierge Department.
• Overlooking the Front Office Department.
• Handling guest and employee issues.
• Overseeing operations, including maintenance, cleanliness and efficiency.
• Ensuring that security and safety regulations are met.
• Providing a visible management presence while on duty.
• Ensuring each department is prepared and staffed for each shift.
• Dealing with sales enquiries in absence of sales Department.
• Recruiting new members to join the team, train, develop and motivate the staffs.
• Lead and guide the entire team in order to deliver a best service.
• Evaluating the KPI for the team members.
• Overlooking different hotel outlets or restaurants in order to ensuring the proper and efficient service delivery to all the guests.
• Monitoring health and safety throughout the hotel.
• Maximizing the revenues.
• Overlooking day-to-day operation of the whole facility.
• Communicating with guests (handling complaints, collecting ideas on improving the operation, providing information, selling facilities, checking premises, reporting any damages and breakdowns and checking if repairs have been completed).
• Communicating with employees (problem solving, distributing work duties and providing all means to get the work done).
• Assisting the other Heads of departments with their work.
• Oversaw a team of 15 guest service staff which includes (Drivers, Porters, Concierges and Guest service officers).
• I implemented new SOP in the Guests service Department for a great service delivery.
• Managed scheduling and payroll for the department, successfully reduced labor costs by 10% while maintaining high service standards.
• Reporting to the General Manager.

• The supervision and control of all guests services and administration of all Guest Service related tasks, including maximizing and growing the production and utilization in terms of accommodation revenues, conference revenues and Food and Beverage revenue to achieve forecasts.
• Since this position forms part of the Rooms Division Department, general Front Office duties.
• Create, manage and control all guest profiles, Supplies relevant information to other departments to assist them in planning and running their departments.
• Maintain excellent relationship with hotel guests.
• Evaluating the KPI (Key Performance Indicator of the team members).
• Ensure operating standards of the hotel are achieved.
• Responsible for maintaining a high guest service environment.
• Meet and greet of regular guests and VIP's.
• Responsible for resolving guest queries and complaints.
• Responsible for maintaining departmental standards at all times.
• Responsible for all distribution and/or collection of guest information when and where necessary.
• Adhere to hotel standards and policies & procedures at all times.
• Build and maintain positive relationships with all in-house guests in order to anticipate their needs, to handle guest requirements and solve guests queries and/or complaints.
• Assist all departments in being receptive to the guest needs.
• Assist guests with airline bookings and reconfirmation.
• Responsible for all welcome letters and guest/VIP room drops.
• Responsible for all gifting and special turndowns when and where needed.
• Responsible for all guest communication when necessary.
• Check-in all arrival rooms, including Site rooms and completing the room checklist on a daily basis.
• Update the guest profiling on a regular basis.
• Check that the registration cards have been updated with the guest contact details.
• Contact regular guests and invite them back to the property.
• Arranging Networking events on a monthly basis to increase revenue.
• Arranging special events when there are big local and international Sporting Events, State Events, Elections, etc.
• Arranging and managing events specific to the property which I am appointed for.
• Ensuring that any specific requests are communicated to the relevant departments as soon as possible.
• Very familiar with the products we are selling. E.g. Venues, menus, rooms, equipment, service levels, facilities, operating stock etc.

• Direct liaison to all the guests.
• Interacting with the guests and solving complaints.
• Escalating all problems to all appropriate departments and ensuring all requests and complaints are resolved.
• Recommending the guests to the upscale restaurants in the city, to all the sightseeing of Western Cape.
• Ability to communicate in French and Spanish to some of the guests and assist them in their needs.
• In charge of all the groups, Airline Crews check in and VIP guests.
• Doing a daily round of the restaurant during breakfast to interact with all the guests in order to ensure that the service is efficient and consistent.
• Ensuring a warm welcome to all the guests and a good rooming with the explanation of all the hotel facilities.
• Ensuring a smooth operation in the service delivery in the hotel.

Direct liaison between guests and the hotel. Welcome VIP guests and escorting them and checking them in directly from their rooms. Explaining them all the facilities in the hotel and following up and coordinating with all the departments to ensure the consistency and efficiency delivery of the guest needs. Demonstrating the Fairmont's Service Plus Standards in all interactions.

Welcoming and assisting guests according to FHR Brand Standards. Ambassador of the Fairmont Lodge and Fairmont Resort by providing memorable guest service experiences, increasing the JD Power of the company and getting more positive feedback on trip advisor from guests. Maintaining a perpetual presence throughout the hours of the shift. Remaining observant, taking notes preferences of the guests,and responding accordingly to inquiries and requests. Following Occupational Health & Safety regulations.

Report suspicious people,behavior, parcels, and vehicles to security. Ensuring adherence to Fairmont's code of ethics.

Managing,controlling, analyzing,leading the concierge team. Consistently offer professional,friendly,and engaging service. Assist guests with mail, messages, & any plans or arrangements require.

Assist with any plans or arrangements the guest intend to make during their stay. Assist guests regarding hotel facilities in an informative & helpful way. Follow Department policies,procedures and the service standard.

• Managing, controlling, leading the entire team of the management in order to complete all task and get all the needs of customers and deliver an excellent service up to the standard.
• Overseeing all activities done daily by different departments.
• Explaining the functions carried out in Airfreight export, import and complaints solid action operation.
• Describing the functions carried out in a surface freight operation.
• Following up with the work carried out by the clearing and compliance function in the forwarding operation.
• Ensure the typical support function within the company.
• Following up the work of Marketing and sales departments in the Organisation.
• Outlining the translation of the industry from a traditional freight forwarding to international supply chain management.

• Company Overview: Red Carnation Hotel Group
• Managing, controlling, analyzing, leading the entire Concierge team, working in order to complete all tasks and requests from the guests.
• Organizing cars, flights, restaurant bookings, tours, transfers & special occasions like e.g Wedding anniversaries, birthdays and proposals.
• Recommending guests to special tourist sites and activities around the city.
• Ensuring that all transfers for next days are pre-booked and confirmed.
• Managing the Cinema Screening for the guests and ensuring that guests are happy and satisfied with the service.
• Organizing tickets for special events like sports, theater, concerts and booking tables at upscale restaurants.
• Red Carnation Hotel Group

• Company Overview: Southern Sun Hotel Group
• Welcoming the guests, explaining the business facilities, organizing special events, planning, translating and interpreting for the guests in French and Spanish.
• Maintaining a good relationship with all the hotel guests in the database of the hotel.
• Inviting them to return back to the hotel.
• Organizing transfers and tours for the guests.
• Making a pleasant stay for the guests.
• Going extra miles to deliver a good service.
• Organizing bookings and reservation of different venues, restaurants, flight tickets, Concert, Rugby, Soccer match tickets.
• Bringing more positive energy and a warm welcome in the hotel lobby.
• Coordinating the entire guest experience in the Hotel.
• Creating a memorable environment for the guests.
• Southern Sun Hotel Group

• Company Overview: IHG - Inter-Continental Hotel Group
• Welcoming the guests, directing them to different venues, assisting them with all their needs.
• Interpreting for them in French and Spanish.
• Managing all aspects of the restaurant's operation.
• Managing the entire team of restaurant employees including servers, bartenders, hosts, and food preparation staff.
• Ensuring the guests receive an excellent service and great food, and that they have a memorable quality experience.
• IHG - Inter-Continental Hotel Group

• Responsible for serving food and assisting with catering duties at banquets, buffets and events.
• Assisting with food preparation in the kitchen, keeping buffets fully stocked with fresh dishes.
• Clearing away dirty plates and cutlery.
• Providing and maintaining table and beverage service to effective customer service, teamwork and collaboration and basic supervisory skills.

• Demonstrated strong communication and time management skills to meet and exceeded sales targets.
• Handled customer returns, refunds and exchanges at customer service desk.
• Processed customer orders with accuracy and efficiency, contributing to increased sales targets achievement.