Summary
Overview
Work History
Education
Skills
Timeline
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Keinnnetse Motsepe

Lounge Manager
Johannesburg

Summary

Lounge Manager with a proven track record at SLOW Lounges, excelling in team leadership and operational efficiency. Enhanced customer satisfaction through strategic inventory management and staff training, driving revenue growth. Skilled in data analysis and guest relations, fostering a collaborative environment that prioritizes exceptional service.

Overview

15
15
years of professional experience

Work History

Lounge Manager

SLOW Lounges
08.2016 - Current
  • Fostered a positive working environment that encouraged open communication between employees at all levels of management.
  • Led a team of lounge hosts, bartenders, servers, and support staff to achieve consistently high levels of customer service.
  • Enhanced customer satisfaction by implementing efficient lounge management strategies.
  • Oversaw maintenance of the physical space, ensuring all equipment was functioning properly and any repairs or upgrades were completed in a timely manner.
  • Boosted overall revenue by optimizing food and beverage offerings and pricing.
  • Maintained compliance with all local, state, and federal regulations related to alcohol sales and consumption on premises.
  • Managed inventory levels effectively to reduce waste and maintain optimal stock levels for seamless service delivery.
  • Developed relationships with vendors, securing favorable terms and high-quality products for the lounge.
  • Analyzed daily sales data track which menu items were popular and where improvements could be made for increased profitability.
  • Implemented staff scheduling processes to ensure adequate coverage during peak hours while controlling labor costs.
  • Maximized customer service by training staff, overseeing operations, and resolving issues.
  • Motivated staff to perform at peak efficiency and quality.

Lounge Host

Comair Limited
06.2013 - 07.2016
  • Regularly communicated with other departments such as housekeeping or maintenance staff when necessary to address any facility-related concerns impacting guest experience within the lounge space.
  • Maintained a clean, organized lounge area for optimal guest comfort and visual appeal.
  • Adhered to all company safety protocols, ensuring a secure environment for both guests and employees alike.
  • Resolved guest issues diplomatically, striving for win-win solutions that resulted in satisfied customers more likely to return in the future.
  • Completed daily duties and opening and closing duties without fail.

Customer Service Agent

Airlink
09.2010 - 05.2013
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
  • Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
  • Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
  • Utilized strong problem-solving skills to quickly identify and address customer issues.
  • Assisted in training new hires, sharing best practices for effective customer service delivery.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Delivered prompt service to prioritize customer needs.

Education

Bookkeeping Short Course

University of Cape Town
Cape Town, South Africa
09-2024

High School Diploma -

Hillview High School
12-2008

Skills

Bookkeeping

Financial reporting

Data analysis

Customer service

Inventory management

Team leadership

Problem solving

Guest relations

Operational efficiency

Customer relationship building

Team collaboration

Training and mentoring

Timeline

Lounge Manager

SLOW Lounges
08.2016 - Current

Lounge Host

Comair Limited
06.2013 - 07.2016

Customer Service Agent

Airlink
09.2010 - 05.2013

Bookkeeping Short Course

University of Cape Town

High School Diploma -

Hillview High School

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Keinnnetse MotsepeLounge Manager