ITUMELENG MMAMELLO MOKHOBO
Johannesburg, Gauteng
Summary
Experienced with managing reservation systems to optimize booking efficiency. Utilizes effective communication to resolve customer inquiries and enhance service quality. Track record of adapting to dynamic environments and delivering seamless customer experiences.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Reservations Coordinator
Premier Hotels Quatermain & Falstaff
09.2024 - Current
- Handled and processed incoming reservations through phone, email, and online booking systems, ensuring accurate and timely booking confirmations for all guests.
- Provided excellent customer service by addressing guest inquiries, resolving booking issues, and assisting with special requests, including room upgrades, amenities, and special accommodations.
- Updated room rates, promotions, and special offers in booking systems, contributing to revenue maximization through effective room allocation and upselling techniques.
- Liaised with front desk, housekeeping, and other departments to ensure smooth guest check-ins and satisfaction, communicating special requests or needs as necessary.
- Promoted additional services and upgrades, such as room upgrades, dining packages, and local excursions, to enhance the guest experience.
Front Office Receptionist
Premier Hotels Quatermain and Falstaff
06.2023 - 09.2024
- Welcomed all guests consistently.
- Checked guests in and out, offering assistance as required.
- Handled complaints and concerns of customers.
- Handled guest requests within hotel guidelines.
- Updated guest lists throughout the day and notified appropriate departments.
- Made reservations when necessary.
- Managed the cash float and petty cash.
- Processed payments accurately and efficiently.
- Kept management informed about guests and their requests.
- Maintained communication with all relevant departments.
- Carried out instructions from management, including tasks from housekeeping.
Tourist Guide (Freelancer)
Freedom Park Heritage Site and Museum
08.2024 - Current
- Enhanced visitor experience by providing engaging and informative tours of various sites..
- Developed comprehensive knowledge of historical landmarks, cultural events, and natural attractions to provide accurate information during tours.
- Increased client satisfaction by tailoring tour content to suit individual interests and preferences.
- Strengthened company reputation as a premier tourist guide service through consistently positive reviews from satisfied customers.
Education
Bachelor of Tourism and Hospitality Management Honours -
University of Johannesburg
12.2022
Advanced Diploma in Tourism Management -
University of Johannesburg
12.2021
Diploma in Tourism Management -
Vaal University of Technology
12.2020
Skills
- Excellent Customer Service & Communication
- Front Office Operations & Guest Relations
- Reservation Management & Booking Systems
- Time Management & Multitasking
- Conflict Resolution & Problem Solving
- Cultural Awareness & Storytelling
- Attention to Detail & Organizational Skills
- Sales & Upselling Techniques
Certification
- Digital Marketing- Crafting a Winning Strategy, Mancosa, 2023
- Amadeus - Global Distribution System, University of Johannesburg, 2022
References
- Mr. Simon Mojapelo, Front Office Supervisor, Premier Hotels Quatermain and Falstaff, +27 67 259 8528, rec.quatermain@premierhotels.co.za/simonrossouwe@gmail.com
- Ms. Barbra Tshuma, Hotel Manager, Premier Hotel Falstaff, +27 83 770 6924, barbra.t@premierhotels.co.za
Timeline
Reservations Coordinator
Premier Hotels Quatermain & Falstaff
09.2024 - Current
Tourist Guide (Freelancer)
Freedom Park Heritage Site and Museum
08.2024 - Current
Front Office Receptionist
Premier Hotels Quatermain and Falstaff
06.2023 - 09.2024
Advanced Diploma in Tourism Management -
University of Johannesburg
Diploma in Tourism Management -
Vaal University of Technology
Bachelor of Tourism and Hospitality Management Honours -
University of Johannesburg
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