Keboneilwe Marumo
Tour Operations Manager
Cape Town
Summary
Resourceful Travel Consultant passionate about providing dream experiences in leisure travel. Strong research background and love of all things travel. Extensive career in hospitality working with clients pursuing unique vacation adventures. Sales-oriented with excellent administrative skills and experience in working for well-known agencies. Proven expertise in customer service and in resolving conflicts. Providing exceptional service and quality obtained from years of hands-on experience in the travel industry.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
Work History
Tour Consultant/Operations Manager
SAFARI PRIVATE TOURS (PTY) LTD.
Cape Town
10.2019 - Current
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Helped senior managers make effective decisions based on current and accurate reporting.
- Organized memorable and exquisite travel itineraries and vacations for high-level clients, celebrities, politicians and business executives.
- Researched and kept abreast of new travel destinations, attractions, hotels and restaurants to increase services offered.
- Generated reports on travel trends and customer feedback to inform business goals.
- Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.
Promoter
Perky Jems
Mafikeng
01.2018 - 12.2018
- Identified interested and qualified customers to provide potential customers with additional information regarding product.
- Identified potential marketing opportunities to increase brand awareness.
- Learned about competitors' products and consumers' interests to answer questions and provide more complete information.
- Provided product samples, coupons and informational brochures to persuade people to buy products.
- Motivated team members to meet and exceed sales targets.
- Researched and identified new business opportunities.
- Worked with team to achieve sales goals for products.
- Maintained accurate records of promotional events and customer interactions.
- Demonstrated products to customers to illustrate features, advantages and benefits.
- Greeted customers warmly and pleasantly answered inquiries.
- Educated customers on product features and answered questions regarding product use.
Guest/Hotel Front Desk Receptionist
Sedikwa Guest House
Mafikeng
04.2015 - 11.2017
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Resolved service-related problems and documented actions in system.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
- Checked lobby, bathrooms, and common areas near front desk for cleanliness multiple times per shift.
- Collected room deposits, fees, and payments.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Managed lost and found items to assist guests with retrieving belongings.
- Responded to guest inquiries and resolved complaints to establish trust and increase satisfaction.
- Oversaw and organized calendar to schedule reservations and monitor cancellations.
- Developed and maintained positive relationships with guests for satisfaction.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Kept accounts in balance and ran daily reports to verify totals.
Education
Bachelor of Science - Political Science And Government
North West University
Mafikeng 02.2014 - 11.2017
Skills
Leadership and Communication
Creative and Critical Thinking
Problem Solving
Interpersonal Skills
Sabre-GDS
Content Writing and SEOs
Editing Skills
Public Speaking
Knowledge of Social Media Platforms
Itineraries
Honesty and Integrity
Adaptability
Timeline
Tour Consultant/Operations Manager
SAFARI PRIVATE TOURS (PTY) LTD.
10.2019 - Current
Promoter
Perky Jems
01.2018 - 12.2018
Guest/Hotel Front Desk Receptionist
Sedikwa Guest House
04.2015 - 11.2017
Bachelor of Science - Political Science And Government
North West University
02.2014 - 11.2017