Jennifer Reichgelt

Finance

• Participate in monthly financial review meetings
• Responsible for budget input on Opera
• Cost analysis and comparison
• Understanding of STAR and analyses
• Review pack comments
• Dashboard input in terms of GuestVoice and STAR stats
• Assisted in releasing payments from bank statement in GM absence
• Good understanding of finance vs budget

Sales, Marketing & Revenue

• Attend monthly marketing meetings
• Partake in revenue, sales and marketing strategy meetings
• TripAdvisor comments
• Booking.com management feedback and content analysis
• Daily revenue report evaluation
• Analysis and understanding of market mix with structured input of marketing strategies per market segment
• Hoteligence evaluation and reporting

HR/IR/H&S

• Employee Recruitment
• Performance Management – performance appraisals, initiating disciplinary hearings
• Maintaining employee records, i.e timekeeping, leave planning, EEA1’s
• Training and Development
• Skills Facilitator across departments
• Chairperson of Equality Equity Committee S24 appointee
• Health and Safety Committee Member and 16.2 appointee
• Emergency Procedures and Planning
• Business Risk Assessment
• Crisis communication

Operations

• Operations planning and implementation
• Overseeing housekeeping, reservations, maintenance and front office
• Perform all duties related to front office management
• Quality assurance – service, quality and physical property
• Stock control – linen, room small, GUEST supplies, printing and Stationary
• OE management
• Systems and Controls – all IT related systems i.e Opera V5, Midas, Vincard
• GuestVoice analysis and feedback
• 2IC to GM
• Landed updates
• Marriott Rewards Enrolments tracking
• Office management
• Implementation of Marriott SOP’s
• Control of expenses in line with departmental budgets.

• Developed procedures to establish accurate and organized check-in and check-out processes.
• Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
• Oversaw guest registration process by verifying personal information accuracy in line with security protocols.
• Communicated corporate objectives to various divisions to meet deadlines and adhere to company budgets.
• Reconciled end-of-day reports to determine accurate billing and payment processing.
• Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
• Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
• 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.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Monitored financial transactions at front desk, ensuring accurate billing procedures and minimizing discrepancies.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Proved successful working within tight deadlines and fast-paced environment.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Passionate about learning and committed to continual improvement.
• Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
• Paid attention to detail while completing assignments.
• Participated in team projects, demonstrating ability to work collaboratively and effectively.

• Assisted in increasing hotel occupancy rates through proactive upselling of rooms, packages, and additional services.
• Reviewed and updated customer information to maintain up-to-date records for high-quality service.
• Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
• Worked closely with front desk to achieve full occupancy of property.
• Utilized advanced reservation software systems effectively to manage bookings, track availability, and update guest records accurately.
• Coordinated special requests from guests such as room preferences or dietary requirements with relevant departments for optimal guest satisfaction levels.
• Processed payments securely while adhering to strict confidentiality guidelines regarding personal financial information.
• Provided outstanding customer service by addressing client inquiries and resolving issues professionally and courteously.
• Provided customers with information about availability and pricing.
• Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
• Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
• Handled billing information over phone.
• Managed high call volume with exceptional attention to detail, resulting in fewer booking errors and cancellations.
• Maintained expert knowledge of available room types, pricing structures, and promotional offers to optimize revenue generation.
• Worked effectively in fast-paced environments.
• Gained extensive knowledge in data entry, analysis and reporting.
• Excellent communication skills, both verbal and written.

• Emergency procedures and planning
• Budget entry into Opera
• 2IC to General Manager
• Daily management reporting
• Health and Safety officer
• Revenue Management and rates yielding
• Inspected rooms for damages and sufficient housekeeping practices.
• Oversaw day-to-day operations of 123-room hotel with staff of 17 employees.
• Negotiated with vendors to obtain favorable rates for goods and services while maintaining good working relationships.
• Greeted and assisted guests by gathering information pertaining to reservations or requests.
• Hired and trained new employees, demonstrating best methods for serving clients and guests.
• Upheld high standards for customer service and led by example.
• Trained new employees on standards and hotel procedures.
• Collaborated with finance department to manage budgets, analyze performance metrics, and implement cost-saving measures.
• Worked well in team setting, providing support and guidance.
• Assisted with day-to-day operations, working efficiently and productively with all team members.

• Completed schedules, shift reports, and other business documentation.
• Enhanced team morale by fostering supportive work environment that encouraged open communication among staff members.
• Conducted regular inspections of rooms and common areas to ensure compliance with health and safety regulations.
• Ensured proper handling of lost-and-found items, returning them promptly to their rightful owners whenever possible.
• Rotated linens in storerooms and replenished when supplies ran low.
• Placed orders for housekeeping supplies and guest toiletries.
• Maintained spaces with routine upkeep and basic repairs, coordinating with management on more advanced needs.
• Gained extensive knowledge in data entry, analysis and reporting.
• Skilled at working independently and collaboratively in team environment.
• Self-motivated, with strong sense of personal responsibility.
• Adaptable and proficient in learning new concepts quickly and efficiently.
• Organized and detail-oriented with strong work ethic.
• Communicated repair needs to maintenance staff.
• Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
• Maintained detailed records of maintenance needs and repairs, liaising with maintenance department for timely completion.
• Collaborated with front desk personnel to address guest concerns promptly and courteously.
• Developed effective inventory management systems for linens, cleaning supplies, and guest amenities.
• Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
• Improved overall guest satisfaction by maintaining impeccable cleanliness and organization of all hotel areas.
• Adhered to safety protocols by enforcing proper equipment usage.
• Completed special housekeeping actions such as turning mattresses on set schedule.
• Participated in quality assurance reviews, implementing changes as needed to improve overall service and guest satisfaction.

Head Housekeeper

• Effective management of 15 cleaning staff to 79 roomed estate
• Placed orders for housekeeping supplies and guest toiletries.
• Maintained spaces with routine upkeep and basic repairs, coordinating with management on more advanced needs.
• Completed special housekeeping actions such as turning mattresses on set schedule.
• Completed schedules, shift reports, and other business documentation.
• Developed and implemented detailed housekeeping standards to promote cleanliness standards for guest rooms and common areas.
• Streamlined housekeeping processes for increased efficiency and reduced labor costs.
• Maintained detailed records of maintenance needs and repairs, liaising with maintenance department for timely completion.
• Developed effective inventory management systems for linens, cleaning supplies, and guest amenities.

Reception

• Switchboard operator
• Cashiering - capturing of Food and Beverage dockets to guest rooms; ensuring all outstanding bills are settled on departure; cashier shift closure and reconciliation to operating system
• Reservations - handling booking and property enquiries
• Guest check-in and rooming

Relief Accounts agent

• Creditors - capturing supplier invoices to Pastel
• Debtors - reconciling debtors and issuing debtor statements, following up on payments
• Balancing bank statements and petty cash on Pastel
• Data capturing