To study further in tourism and business management so to stand out in the business environment
FAITH NKUNA
FRONT OFFICE MANAGER
Komatipoort,MP
Summary
Detail-oriented Front Office Manager experienced in overseeing operations and enhancing guest satisfaction. Achieved high levels of customer retention through effective leadership and management of vendor relationships. Focused on optimizing administrative processes and fostering a collaborative team environment.
Overview
4
4
Languages
17
17
years of professional experience
Work History
Front Office Manager
South African National Parks
01.2016 - Current
- Manage and monitor operational budgets, ensuring effective cost control and improved profitability of the camp
- Analyse and optimize revenue streams, contributing to increased financial performance
- Control and track daily operational expenses, identifying cost saving opportunities
- Ensure accurate administration and financial record keeping for camp operations
- Supervise cash handling, reconciliations and financial transactions at front office level
- Ensure compliance with financial policies, procedures and internal controls
- Monitor and report on camp performance, including revenue and expenditure trends
- Coordinate with relevant departments to maintain efficient financial and operational processes
- Manage staff productivity in line with budget and cost - efficiency targets
- Oversee assets maintenance and operational resources to minimise financial loss and downtime
- Improve service delivery while maintaining cost efficiency and financial discipline
- Supervised daily housekeeping operations to ensure cleanliness and maintenance standards across facilities.
- Developed training programs for staff to enhance service quality and operational efficiency.
- Implemented inventory management systems for cleaning supplies, reducing waste and optimizing resources.
- Conducted regular inspections to uphold safety and hygiene regulations throughout park properties.
- Coordinated schedules for housekeeping staff, ensuring adequate coverage during peak seasons.
- Fostered teamwork through effective communication, enhancing staff morale and productivity in diverse environments.
- Evaluated performance metrics to identify areas for improvement and implement strategic enhancements in operations.
- Collaborated with management to develop policies that promote sustainability in housekeeping practices across the parks.
- Worked with front desk to respond promptly to all guest requests.
- Managed inventory levels effectively, ensuring adequate supplies for daily operations while minimizing waste and costs.
- Communicated repair needs to maintenance staff.
- Investigated customer complaints promptly, seeking timely resolutions to maintain positive guest experiences throughout their stay at the hotel.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Managed team productivity and workflow to exceed quality standards.
- Completed schedules, shift reports, and other business documentation.
- Improved overall cleanliness scores with thorough inspections and prompt corrective actions as needed.
- Managed labor costs effectively by monitoring staffing needs based on occupancy levels and adjusting schedules accordingly to maximize efficiency without compromising service quality.
- Managed front office operations, ensuring seamless guest services and optimal staff performance.
- Streamlined check-in and check-out processes, enhancing guest satisfaction and operational efficiency.
- Coordinated communication between departments to resolve guest issues promptly and effectively.
- Implemented training programs for staff, fostering a culture of excellence in customer service.
- Oversaw scheduling and staffing, optimizing resource allocation to meet business needs.
- Developed standard operating procedures to improve workflow consistency and service quality.
- Conducted regular assessments of front office performance metrics to identify areas for improvement.
- Led initiatives for technology upgrades, increasing efficiency in reservation management systems.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
- Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
- Coached employees through day-to-day work and complex problems.
- Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
- Managed daily room inventory to maximize occupancy rates and revenue generation.
- Updated guests'' profiles systematically incorporating preferences and feedback for providing personalized experiences during future visits.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Streamlined check-in and check-out processes for faster service, resulting in higher guest satisfaction scores.
- Analyzed performance metrics to identify areas of improvement in front office operations, implementing changes for better efficiency.
- Implemented staff training programs, improving employee performance and team cohesion.
- Improved team morale and efficiency with regular training sessions and performance feedback.
- Streamlined communication between front office and other hotel departments, improving overall operation efficiency.
- Enhanced guest satisfaction by implementing streamlined check-in process that reduced waiting times.
- Coordinated with housekeeping and maintenance departments to ensure guest rooms met highest standards of cleanliness and repair.
- Facilitated team meetings to discuss performance goals, guest feedback, and areas for improvement.
- Enhanced onboarding process for new front office staff, reducing time to full productivity.
- Led front office team during major hotel renovation, maintaining high service standards amidst changes.
- Fostered culture of excellence within front office team, leading by example and encouraging continuous learning.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Established team priorities, maintained schedules and monitored performance.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Developed and enforced front office policies that ensured consistent and high-quality guest experience.
- Oversaw daily operations of front desk, ensuring all guest interactions were handled with high professionalism.
- Handled guest complaints with empathy and professionalism, restoring satisfaction swiftly.
- Organized staff schedules to ensure coverage during all operational hours, accounting for peak times and special events.
State Accountant
Department of health (Payroll / Salary administration)
01.2011 - 12.2015
- Management and delegation of duties to subordinates
- Salary and Payroll Management
- Capturing, Approval and Authorization of benefits e.g. allowances (fuel, Housing, S&T, Nightshift, standby, Sunday and holiday, Overtime, Leave gratuity)
- Recovering departmental liabilities
- Distribution of Salary Advice and IRP5 to employees
- Processing deductions e.g. garnishee orders and maintenance orders
- Registration of claims and deductions
- Record keeping and filing of salary-related matters.
State Accountant
Department of Health (Budget, Expenditure, and Accounts)
01.2010 - 01.2011
- Management of budget and Expenditure
- Financial reporting
- Payment of creditors and handling of queries
- Management of commitment register
- Reconciliation of statement
- Monitoring of claims
- Capturing of payments voucher in the BAS system
- Shifting of funds on BAS
- Capturing of original and additional budget on BAS
- Developed and maintained comprehensive payroll records, adhering to compliance regulations and organizational policies.
- Analyzed discrepancies in payroll data, implementing corrective actions to enhance accuracy and efficiency.
- Streamlined payroll procedures, reducing processing time by optimizing workflows and utilizing advanced software tools.
- Handled day-to-day accounting processes to drive financial accuracy.
Administration Clerk (Cash Hall/Revenue)
Department of Justice (Magistrate Hlanganani)
01.2009 - 01.2010
- Management of Petty Cash
- Processing of payments for service provider
- Issuing of vote receipt and banking of state money
- Request of Bas reports and payments
- Compiling monthly returns (drawing of cash book and bank reconciliation)
- Management of maintenance, Bail, deferred fine, court fine and admission of guilt monies.
- Submission of SARS returns
- Compilation of EFT maintenance payments
- Journalizing from unclassified and credit correct modules
- Capturing of S&T payments
Internship
Department of Health (Assets and Procurement)
05.2009 - 07.2009
- Requested and received price quotations from suppliers.
- Capture specification on the electronic purchasing system.
- Issue and receive bid documents.
- Provide secretariat or logical support during the bid consideration and contracts conclusion process.
- Compiled and drafted documents.
- Verify supplier on central Supplier Database.
- Receiving and capturing assets in the register Assets verification and bar coding Invitation and registration of quotations.
- Prepared bid documents to facilitate contract negotiations.
- Recording of bids received Updating asset and ordering register Management of asset movement Maintenance and condemning of assets.
- Maintained accurate records of all company assets.
Education
SCOA (BAS) - Payroll and Salary Administration PFMA, OHS
Bachelor of Accounting - Accounting
UNIVERSITY OF VENDA
Venda ,south Africa 04.2001 -
Matric - Matric
TSHIKEVHA CHRISTIAN SCHOOL
Venda South Africa 04.2001 -
Skills
Operations management
Financial management
Financial regulations
Planning and organization
Workflow optimization
Effective multitasking
Customer service
Team management
Teamwork and collaboration
Analytical skills
Conflict resolution
Interpersonal relations
Accomplishments
Acquired OHS certificate in a training programme
Interests
Timeline
Front Office Manager
South African National Parks
01.2016 - Current
State Accountant
Department of health (Payroll / Salary administration)
01.2011 - 12.2015
State Accountant
Department of Health (Budget, Expenditure, and Accounts)
01.2010 - 01.2011
Internship
Department of Health (Assets and Procurement)
05.2009 - 07.2009
Administration Clerk (Cash Hall/Revenue)
Department of Justice (Magistrate Hlanganani)
01.2009 - 01.2010
Bachelor of Accounting - Accounting
UNIVERSITY OF VENDA
04.2001 -
Matric - Matric
TSHIKEVHA CHRISTIAN SCHOOL
04.2001 -
SCOA (BAS) - Payroll and Salary Administration PFMA, OHS
CONTACT
- Work: 082 801 9898
- Phone: 082 076 3508/079 535 8388/
- 076 486 2572
- EMAIL: faithmathevula53@gmail.com
I love reading , meditating and going out for fun with family
I am a highly motivated and ambitious individual who believes in the power of education to create opportunities and achievesuccess .Furthering my studies will enable me to grow professionally, strengthen my skills and reach my long-team career goals .