Summary
Overview
Work History
Education
Skills
Interests
Short Courses
System Knowledge
Personal Information
Timeline
Generic
Keorapetse Sonia Matlakasela

Keorapetse Sonia Matlakasela

Aspiring Attorney
Meadowlands East

Summary

Experienced professional with nearly a decade in leadership as a hotel reservations team leader, transitioning into the legal field. Strong communication, attention to detail, and client service skills. Skilled in managing high-pressure environments, leading diverse teams, and navigating complex administrative systems. Passionate about justice, legal advocacy, and applying interpersonal and analytical skills to a career in law. Currently pursuing admission as an attorney, bringing a unique blend of commercial awareness, professionalism, and a client-centered mindset to the legal profession.

Overview

17
17
years of professional experience
6046
6046
years of post-secondary education
5
5
Languages

Work History

Reservations

The Saxon Hotel
JOHANNESBURG
03.2023 - Current
  • Distribution and actioning of emails.
  • Answering calls.
  • Resolve and monitor complaints.
  • Liaise with IT and report faults on telephone lines or computer network and any technical issues.
  • Loading and updating agents contracted rates.
  • Supporting other departments (Events, Sales, Marketing, Front Desk, Banqueting and the Spa).
  • Ensure Reservation procedures for Opera Reservation System & Property Management System are being followed correctly.
  • Take necessary steps to assist hotels with any issues or concerns on all aspects of the reservation process and provide feedback in a timely manner.
  • Take personal responsibility for maximizing quality levels of product and service, and guest satisfaction. Ensure all issues relating to guest satisfaction are raised, monitored, and followed up on a timely basis.
  • Assist Fosters good relationship with key contracts & products buyers in the leisure sector.
  • Achievement of targets, room nights, conferences, banquets, events and functions sold.
  • Development of key clients and leads.
  • Develop & present a sales strategy & budget for the leisure & corporate markets.
  • Increasing the number of contacts we have recorded on our existing Accounts and have a plan to send these contacts regular sales information and specials.

Team Leader

Quantanite
04.2021 - 02.2023
  • Distribution of emails/tickets.
  • Weekly and Monthly Client Business Reviews Presentations.
  • Customer escalations.
  • Building and maintaining client relationships.
  • Ensure that the team's schedule and billables are up to date.
  • Resolve and monitor complaints.
  • Liaise with IT and report faults on telephone lines or computer network and any technical issues.
  • Support for the team (actioning emails and social media interactions with customers).
  • Processing refunds.
  • Maintain a motivational working environment within the department and with other colleagues in the company.
  • Proactively promote products.

Team Leader

Minor Hotels
10.2018 - 07.2020
  • Distribution of emails.
  • Ensure that the team's schedule is up to date.
  • Resolve and monitor complaints.
  • Liaise with IT and report faults on telephone lines or computer network and any technical issues.
  • Loading and updating agents contracted rates.
  • Support for the team (answering calls, actioning emails and live chat).
  • Ensure Reservation procedures for Opera Reservation System & Property Management System are being followed correctly.
  • Take necessary steps to assist hotels with any issues or concerns on all aspects of the reservation process and provide feedback in a timely manner.
  • Take personal responsibility for maximizing quality levels of product and service, and guest satisfaction. Ensure all issues relating to guest satisfaction are raised, monitored, and followed up on a timely basis.
  • Assist Fosters good relationship with key contracts & products buyers in the leisure sector.
  • Achievement of targets, room nights, conferences, banquets, events and functions sold.
  • Development of key clients and leads.
  • Develop & present a sales strategy & budget for the leisure & corporate markets.
  • Increasing the number of contacts we have recorded on our existing Accounts and have a plan to send these contacts regular sales information and specials.

Reservations Consultant

Minor Hotels
05.2016 - 09.2018
  • Assist in the effective operation of the Reservations department, to meet the business goals of the hotel.
  • Adhere to all Standard Operating Procedures.
  • Take personal responsibility for driving up selling, achieving set revenue targets by months.
  • Be fully aware at all times of the Selling Strategy, rates, packages and booking status of the Anantara Hotels & Spas or any Anantara owning resorts.
  • Process and respond within 4 to 8 hours to all reservation requests and inquiries according to company standards.
  • Maintain effective office administrative procedures within the Central Reservations Office that will safeguard and detect double-bookings, non-guaranteed bookings, filing errors and other inaccuracies.
  • Understand and apply hotel policies for no-shows, cancellation, credit and prepayment policies.
  • Quality check reservations made the previous day.
  • To be up-to-date with current information and data of the hotel product, including room types, rates, relative features and facilities, food and beverage outlets & promotion, spa and health club, and other services and facilities.
  • Monitor VIP's reservation by ensuring all guest requests are carried out, all realistic expectations are met, and reservations are honored.
  • Maintain a motivational working environment within the department, and with other colleagues in the hotel.
  • Proactively promote other sister properties of the Anantara Hotels - Resorts - Spas.
  • Understand the dynamics of Regional & Local Market, local Competitors and Events of the destination. In depth understanding of local seasonality and booking patterns.
  • Taking, amending and canceling reservation details as applicable. Confirming the method of payment. Replying to every request for information within the timeline specified by the Anantara Hotels Resorts and Spas.
  • Provide assistance and friendly gestures to local representatives of tour operators and travel agencies.
  • Providing information through the live chat.
  • Updating agent profiles.
  • Loading and updating agents contracted rates.

Assistant Sales Manager

Sun International
07.2015 - 05.2016
  • Ensure all account correspondence is kept in updated files.
  • All actions listed in account files have the appropriate trace dates.
  • All client files have complete details of contact names, telephone, email etc which must be loaded and kept up to date in the CRM.
  • Ensures that research work is undertaken in accordance with accepted research standards and growing competitor market intelligence (ie. Competitor rates & key accounts).
  • Assist Fosters good relationship with key contracts & products buyers in the leisure sector.
  • Increasing the number of contacts we have recorded on our existing Accounts and have a plan to send the contacts regular sales information and specials.
  • Visits potential clients to sell the facilities within each property.
  • Attends such meetings as deemed necessary by the Sales Director.
  • Assisting planning & hosting all necessary FAM/Sales Trips/site inspections to each property.
  • To update and check as necessary all company rates.
  • Attends and assists the Sales Director in organizing participation at trade exhibitions/workshops.
  • Performs all necessary administrative duties as laid out in the Group Operating Procedure Document (SOP).
  • Complete all required reports -daily, weekly, monthly Accounts Management.
  • Maintains a consistent & qualified sales call plan per week.
  • Understand your clients booking trends, potential volumes and other preferred properties.
  • To have face-to-face meetings with key influencers and bookers from assigned clients.
  • To set clear call objectives and complete detailed call reports for each appointment including follow-up/chase system.
  • To grow list of account contacts to ensure best possible account penetration.
  • To gain a clear understanding of your accounts' company structure and implement a plan to penetrate all relevant divisions.
  • To develop profiles for all key influencers, bookers and decision makers and include birthdays, anniversaries, personal preferences etc.
  • With support of the Sales & Marketing Coordinator, complete research on potential account.
  • To work closely with the Front Desk, Reservations & Banqueting Departments to collect all potential sales leads.
  • To be aware of key selling points of all properties within the group and to cross sell these on every relevant opportunity.
  • Provide a weekly sales update to the Sales Director.
  • Develops & grows leisure business from the leisure markets.
  • Develop & present a sales strategy & budget for the leisure markets in conjunction with the Sales Director.
  • Performs any additional duties that may be required or requested by the Sales Director.
  • Performance Standards & Assessment: The overall results of the properties in terms of sales volumes and key performance indicators, Achievement of targets, room nights, conferences, banquets, events and functions sold, Hotel/property revenue budgets will meet/exceed budgeted expectations, Development of key clients and leads, Timekeeping and appearance whilst on duty and representing the company outside of the properties, The quality of the administration practiced and the records that are kept, That Sales & Marketing expenses will be kept in-line with budgeted guidelines.

Reservations Administrator for Internal reservations, Sites & Educationals

Sun International
10.2014 - 06.2015
  • Coordinate with the sales and reservation team for all room bookings.
  • Have knowledge of the entire Reservation Procedure.
  • Responsible for Internal Reservations and Sites and Educational Reservations.
  • Review reservations booked daily.
  • Responsible for preparation of occupancy forecast.
  • Responsible for recording Company/Travel Agent Rates both in system and correspondence file.
  • Liaise with the Sales Department in regards to occupancy, Rates Reservation's Analysis.
  • Ensure special handling of repeat guests and very VIP guests.
  • Review room blocking for Long Stay. Suites and special group requests.
  • Supervision of Group Reservations.
  • Responsible for implementation of policies and procedures.

Reservations Consultant

Sun International
03.2011 - 11.2014
  • Obtaining client information by answering telephone calls and verifying information.
  • Determining eligibility by comparing client information to requirements.
  • Establishing policies by entering client information, confirming pricing.
  • Informs clients by explaining procedures; answering questions; providing information.
  • Maintaining and improving quality results by adhering to the call quality script.
  • Upselling and cross selling.
  • Confirming and amending bookings.
  • Job Skills: Verbal Communication, Phone Skills, Listening, Data Entry Skills, People Skills, Informing, Customer Focus, Customer Service, Attention to Detail, Professionalism, Multitasking

Student Worker

UNISA
11.2009 - 01.2011
  • Data processing and capturing, Information provision, Document processing and messenger duties.

Sales Representative

Atlas Finance
03.2008 - 09.2008
  • Inbound, Outbound, Follow up on clients and bring in new clients.

Education

National Diploma - Marketing and Sales

University of South Africa
Florida Campus
10.2014

Bachelors of Law (LLB) -

University of South Africa
Florida Campus
10.2025

Grade 12 - English, Tswana, Geography, Accounting, Mathematics, Physical science and French

Letsibogo Girls High
Soweto

Skills

  • Customer Service

  • Complaints/ Escalations Management

  • Communication Skills

  • Inbound Management

  • Sales Training

  • Cross Selling

  • Up selling

  • Debt Collecting

  • Questioning and Listening Skills

  • Effective Business Writing

  • Negotiation Skills

  • Assertive Skills

  • Disciplined

  • Work well with other people

  • Pay attention to details

  • Personal Impact

  • Operational policies

  • Leadership Skills

  • Meeting Skills

  • Coaching Skills

  • Performance Management

  • Presentation Skills

  • Computer Literacy

  • Ms Word

  • Ms Excel

  • Ms Powerpoint

Interests

Traveling
Reading
Interacting with people
Human Rights activists

Short Courses

  • Call Center Inbound, Computer and Outbound Training, Cornerstone, 02/01/08
  • Sales Training and Basic & Advanced Customer Service, Thene Recruitment Services, 08/01/08
  • Effective Business Writing, Maurice Kerrigan International Institution, 07/01/15
  • Report Writing, Maurice Kerrigan International Institution, 10/01/15
  • Online Reservations Academy, Minor Hotels, 12/01/16
  • Online Decision Making Training, Minor Hotels, 08/01/17
  • Online Problem Resolution Training, Minor Hotels, 11/01/17
  • Diversity Training, Date Not Provided
  • Basic Labour Relations Training, Labour Guide, 02/01/19
  • Disciplinary Hearing Training, Labour Guide, 08/01/19
  • Basic Employment Equity Training, Labour Guide, 02/01/20

System Knowledge

  • ORS & PMS (Opera Reservation System)
  • SVC (Single View of a Customer)
  • Timeshare: Vacation Club Members
  • AVAYA
  • Citrix
  • Interaction Client
  • Internal Online Booking System
  • Business Manager
  • Eres
  • Zendesk
  • Tymeshift
  • Monday.com
  • Maestro
  • Cin7
  • Shopify
  • Shipwire
  • Ezi-Return
  • Amazon
  • Magento
  • PACE
  • Worldline

Personal Information

  • ID Number: 8910190276081
  • Date of Birth: 10/19/89
  • Driving License: Code 08 and own car

Timeline

Reservations

The Saxon Hotel
03.2023 - Current

Team Leader

Quantanite
04.2021 - 02.2023

Team Leader

Minor Hotels
10.2018 - 07.2020

Reservations Consultant

Minor Hotels
05.2016 - 09.2018

Assistant Sales Manager

Sun International
07.2015 - 05.2016

Reservations Administrator for Internal reservations, Sites & Educationals

Sun International
10.2014 - 06.2015

Reservations Consultant

Sun International
03.2011 - 11.2014

Student Worker

UNISA
11.2009 - 01.2011

Sales Representative

Atlas Finance
03.2008 - 09.2008

National Diploma - Marketing and Sales

University of South Africa

Bachelors of Law (LLB) -

University of South Africa

Grade 12 - English, Tswana, Geography, Accounting, Mathematics, Physical science and French

Letsibogo Girls High

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Keorapetse Sonia MatlakaselaAspiring Attorney