Kiss Kissala Ngobola
Tour Guide Operator
Cape Town,Western cape
Summary
Dedicated professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Detail-oriented Tour Operator with a passion for sharing the history of the Western Cape with guests. Drives sales through excellent customer service skills. Adept with coordinating payments.
Overview
9
9
years of professional experience
3
3
Languages
Work History
Tour Operations Manager
Pineapple House Hotel & Royal Boutique Hotel
10.2022 - Current
- Developed innovative tour packages for increased sales and repeat business, catering to diverse clientele needs.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Optimized scheduling practices for efficient staff deployment across multiple tours while minimizing overtime costs.
- Streamlined booking procedures to simplify the reservation process, resulting in higher conversion rates and fewer cancellations.
- Increased revenue by creating targeted marketing campaigns that showcased unique selling points of various tours.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
Shift Supervisor
Starbucks, Barista
06.2021 - 09.2022
- Managed staff hiring, training and supervision.
- Collaborated with internal teams to streamline operations across materials handling, production, and shipping.
- Collaborated with other leaders and executives to direct workflow and support operations.
- Implemented policies and standard operating procedures for continuous improvement.
- Increased customer satisfaction and grew business by maintaining close relationships with customers.
- Analyzed sales figures and identified areas for improvement.
- Completed cash and credit card transactions accurately using POS software.
- Oversaw inventory and product stock to develop and maintain inventory controls resulting in cost savings and reduced overages.
- Prepared, calibrated, and monitored production levels to achieve targets.
- Built relationships with customers and managed accounts to drive revenue and profit.
- Managed inventory and ordered supplies to keep location well stocked with necessary supplies.
- Trained new employees and delegated daily tasks and responsibilities.
- Conducted performance reviews and provided staff with feedback and guidance.
Tour Operations Manager
The Glen Hotel
04.2015 - 04.2020
- Developed innovative tour packages for increased sales and repeat business, catering to diverse clientele needs.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Optimized scheduling practices for efficient staff deployment across multiple tours while minimizing overtime costs.
- Streamlined booking procedures to simplify the reservation process, resulting in higher conversion rates and fewer cancellations.
- Negotiated favorable contracts with vendors for better pricing, enhancing overall operational cost savings.
- Designed custom itineraries for clients seeking personalized travel experiences, leading to an increase in referrals and recommendations.
- Ensured safety and security measures were adhered to during all tours, maintaining a stellar safety record throughout tenure as Tour Operations Manager.
- Implemented comprehensive training programs for staff development, elevating the quality of services provided to customers.
Education
Associate of Arts - Tourism And Travel Management
Cape Academy of Guiding Services
Cape Town, South Africa09.2015
High School Diploma -
Maadini High School
Lubumbashi/Katanga/DRC07.2007
Skills
Operations Management
Time management abilities
Cross-cultural understanding
Proficient in french
Self Motivation
Professionalism
Records Organization and Management
Recruitment
Business Development
Mind Mapping
Interpersonal Skills
Sustainable Tourism
Emergency Response
Geography Knowledge
Multilingual Communication
Sport and Reading
Enjoy playing soccer, hiking, and running in my free time
Passionate about reading historical fiction and travel literature
Timeline
Tour Operations Manager
Pineapple House Hotel & Royal Boutique Hotel
10.2022 - Current
Shift Supervisor
Starbucks, Barista
06.2021 - 09.2022
Tour Operations Manager
The Glen Hotel
04.2015 - 04.2020
Associate of Arts - Tourism And Travel Management
Cape Academy of Guiding Services
High School Diploma -
Maadini High School