KHULANI DOUGLAS KHUMALO
Durban
Summary
Highly motived hospitality professional and innovative with 7 years cruise ship experience. My background includes managing onboard guest service’s operations for an upscale cruise line as well extensive experience in guest services as an agent where I grew to where I am today.
Overview
15
15
years of professional experience
Work History
Front Desk Manager
MSC Cruises
08.2024 - Current
- Implemented quality control measures to uphold company standards.
- Directed front desk operations with focus on hotel reputation, staff productivity and operational efficiency.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Assisted with training new staff members on front desk procedures and policies.
- Resolved guest complaints promptly and followed-up to verify restored satisfaction.
- Collaborated with staff to meet incoming guest needs, smooth check-in processes and maximize satisfaction.
- Processed employee time sheets, payroll information and other administrative documents.
Event Coordinator
MSC Cruises
At Sea
05.2022 - 05.2024
- Liaised with group coordinators to understand their vision and requirements, customizing events to meet their specific needs.
- Coordinated with media personnel such as photographers and videographers for capturing important moments during different events onboard.
- Coordinated with internal teams(housekeeping,bar,restaurant etc)to ensure timely delivery of products and services for events.
- Ensured compliance with all health, safety, and legal requirements, minimizing risk and liability.
- Collaborated with clients to identify their goals and expectations from the event.
- Attended and participated in onboard events while executing the success of the event.
- Worked with professional shoreside team to create memorable and successful events.
Guest Service Agent
MSC Cruise
At Sea
09.2016 - 05.2021
- Processing reservations and related administration duties
- Checking guest in & out of the hotel
- Supervision of all staff members
- Partnered with General Manager to cater to the need & comfort of guest
- Trained and supervised new hire
- Co-ordinate business function & wedding Ceremonies
- Ensure guest had a positive overall experience throughout their stay
- Assisted in resolving customer complaints in a courteous and professional manner.
- Welcomed large volume of guests and improved overall customer service.
- Maintained client accounts by obtaining, recording and updating personal and financial information.
- Performed check-in, check-out procedures for arriving, departing guests according to established standards.
- Spoke with patrons to make conversation, answer questions or to respond to complaints.
- Verified accuracy of billing statements before presenting them to guests for payment processing.
- Corrected guest issues promptly with knowledgeable and friendly service.
RESTAURANT HOST
WALT DISNEY WORLD RESORTS
06.2010 - 06.2011
- Company Overview: Walt Disney World Resort, commonly known as Walt Disney World, or often just as Disney World, is an entertainment complex in Bay Lake and Lake Buena Vista, Florida, near Orlando and Kissimmee, Florida
- Training of new recruits, to ensure safety and the values of the company to deliver a magical guest experience
- Managing of the facilities hygiene standards
- Hostess in planning seating arrangements for guests
- Taking reservations
- Walt Disney World Resort, commonly known as Walt Disney World, or often just as Disney World, is an entertainment complex in Bay Lake and Lake Buena Vista, Florida, near Orlando and Kissimmee, Florida
Education
National Diploma in Travel And Tourism -
ICESA CITY CAMPUS
Durban01.2009
Matric -
SIYABONGA SECONDAY SCHOOL
01.2005
Skills
- Team Leadership
- Communication
- Relationship building
- Coaching
- Management
Leadership Experience
I work well with people, and I get on with people from all walks of life. I am strategic in my thought process. I enjoy working in a team and confident to work on my own.
Own Transport
True
Languages
- English
- IsiZulu
- Basic Afrikaans
References
- Martha Hanley, Guest Relations Director MSC Cruises, +353 (85) 837 8975
- Lisa Moses, MSC Recruiting Agent,+27 (61) 728-5229 Lisa.Moses@msccruises.co.za
- Gill Bunting, Shoreside Events Manager, +27 (82) 570-0520
Communication Skills
I am able to convey information to people clearly and simply, in a way that means things are understood and get done. I can communicate and receive messages clearly by being a good listener. I am friendly, patient and confident.
Personal Information
ID Number: 871203 5474 081
Timeline
Front Desk Manager
MSC Cruises
08.2024 - Current
Event Coordinator
MSC Cruises
05.2022 - 05.2024
Guest Service Agent
MSC Cruise
09.2016 - 05.2021
RESTAURANT HOST
WALT DISNEY WORLD RESORTS
06.2010 - 06.2011
National Diploma in Travel And Tourism -
ICESA CITY CAMPUS
Matric -
SIYABONGA SECONDAY SCHOOL