Innocentia Mahima
Rservations Manager
Nelspruit
Summary
Proactive and meticulous Reservations Manager with over 15 years of experience in the hospitality industry. Proficiencies in inventory control, sales, staff training and development. Customer-oriented team player with expertise generating optimal satisfaction levels while building profits and client generation.
Overview
19
19
years of professional experience
Work History
Reservations Manager
Protea Hotel Nelspruit
06.2023 - Current
- Effectively resolved guest issues related to reservations, resulting in satisfied customers and positive reviews.
- Maintained strong relationships with key clients, resulting in repeat business and increased bookings.
- Collaborated with sales and marketing teams to optimize revenue through strategic pricing strategies.
- Developed policies and procedures for the reservations department, ensuring consistency and adherence to brand standards.
- Managed team of reservation agents, ensuring high-quality service and accurate bookings.
- Participated in industry events or networking opportunities to build relationships with travel partners or industry professionals for referral business generation purposes.
- Monitored inventory levels across multiple booking channels, preventing overbooking incidents and maximizing room revenue opportunities.
- Coordinated group bookings for events or conferences, ensuring a seamless process from inquiry to checkout.
- Assisted front office staff in managing walk-ins or last-minute changes during peak periods, maintaining smooth operations and guest satisfaction levels.
- Streamlined reservation processes for increased efficiency and improved guest experience.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Worked closely with front desk to achieve full occupancy of property.
Business Optimization Manager
Protea Hotel Hatfield, Pretoria
10.2017 - 11.2020
- Implemented revenue strategies through statistical analysis
- Administered annual revenue budget to facilitate profitability
- Prepared reports to summarize operational results and financial performance
- Established and maintained relationships with individual and business customers and provided assistance with problems they may encounter
- Maintained an above 80% occupancy average during peak periods
- Recruited staff members and oversaw training programs
- Maintained frequent interaction with senior management to measure goal achievement and determine areas of improvement
- Conducted monthly meetings to create business plans to drive successful monthly business
- Addressed and resolved customer enquiries to foster superior levels of service
- Conducted quality, timely performance feedback and appraisals.
Revenue Manager
Protea Hotel Hatfield, Pretoria
05.2010 - 09.2017
- Part of the opening team
- Implemented revenue strategies through statistical analysis
- Administered annual revenue budget to facilitate profitability
- Prepared reports to summarize operational results and financial performance
- Established and maintained relationships with individual and business customers and provided assistance with problems they may encounter
- Maintained an above 80% occupancy average during peak periods
- Recruited staff members and oversaw training programs
- Maintained frequent interaction with senior management to measure goal achievement and determine areas of improvement
- Conducted monthly meetings to create business plans to drive successful monthly business
- Addressed and resolved customer enquiries to foster superior levels of service
- Conducted quality, timely performance feedback and appraisals.
Front Office Manager
Protea Hotel Gold Reef City, Johannesburg
02.2009 - 05.2010
- Led and directed team members on effective methods, operation and procedures
- Facilitated month-end closing processes, invoicing and entries
- Administered bookkeeping functions to generate invoices and handle accounts payable and receivable
- Created weekly schedules based on predicted staffing needs, budgets and employee requests
- Minimized staff turnover through appropriate selection, orientation and training
- Implemented and developed operational standards, policies and procedures.
Executive Housekeeper
Protea Hotel Nelspruit, Nelspruit
03.2007 - 01.2009
- Coordinated activities with other departments to provide services in an efficient and timely manner
- Inspected work performed to ensure that it met specifications and established standards
- Performed and assisted with cleaning duties as necessary
- Ensured that supplies and equipment were available in adequate amounts
- Recommended and arranged for additional services such as deep cleaning, carpet cleaning, repair work and floor scrubbing, buffering and polishing
- Advised managers and front office team of rooms ready for occupancy
- Investigated complaints about service and equipment and took corrective action
- Evaluated employee performance, recommended personnel actions such as promotions, training and dismissals.
Sales Consultant
Capitec Bank, Nelspruit
10.2006 - 03.2007
- Handled incoming service enquiries, overcoming objections in order to capture new revenue
- Followed up with clients who were defaulting on their loan products
- Assisted clients with opening accounts, applying for loans and queries on their accounts
- Handled client deposits and transactions as well as assisted with ATM services.
Receptionist
Protea Hotel Nelspruit, Nelspruit
02.2006 - 09.2006
- Performed routine services of making reservations, checking in and out of guests
- Performed bookkeeping tasks to record and store financial transactions
- Operated a multi line switchboard to answer incoming calls and accurately directed callers to the appropriate employees
- Complied with privacy and confidentiality policies when communicating with callers and guests
- Used proper telephone etiquette, answered calls and caller questions and transferred to proper extensions
- Answered questions about the property, provided callers with addresses, directions and other information.
Education
Programme in HR Hiring Practices -
UNISA, Online
Certificate in Cosmetics - undefined
Tshwane North College, Pretoria
Skills
Inventory management
Interpersonal
Customer service
Problem solving
Data analysis
Communication
Attention to detail
Teamwork
Leadership
Languages
English
isiZulu
SiSwati
Setswana
References
- Siphiwe Masete, Former General Manager, Protea Hotel by Marriott Pretoria Hatfield
- Werner Lotter, Former General Manager, Protea Hotel Hatfield
- Berneace Nel, Former Rooms Division Manager, Protea Hotel Nelspruit
Timeline
Reservations Manager
Protea Hotel Nelspruit
06.2023 - Current
Business Optimization Manager
Protea Hotel Hatfield, Pretoria
10.2017 - 11.2020
Revenue Manager
Protea Hotel Hatfield, Pretoria
05.2010 - 09.2017
Front Office Manager
Protea Hotel Gold Reef City, Johannesburg
02.2009 - 05.2010
Executive Housekeeper
Protea Hotel Nelspruit, Nelspruit
03.2007 - 01.2009
Sales Consultant
Capitec Bank, Nelspruit
10.2006 - 03.2007
Receptionist
Protea Hotel Nelspruit, Nelspruit
02.2006 - 09.2006
Programme in HR Hiring Practices -
UNISA, Online
Certificate in Cosmetics - undefined
Tshwane North College, Pretoria