MAKANAKA MONICA DUBE
Johannesburg
Summary
Hospitality professional with 5 years of experience in luxury hotels and high-volume environments. Expertise in guest relations, front office operations, and reservations. Focused on delivering personalized guest experiences and efficiently resolving issues. Pursuing a Guest Relations, Front Office Agent, or Hostess role within a premium international hospitality setting.
Overview
6
6
years of professional experience
Work History
Guest Relations Officer
Indaba Hotel
Johannesburg
05.2026 - Current
- Deliver high-level guest relations services ensuring exceptional guest satisfaction and loyalty.
- Cultivated strong guest relationships through proactive communication and meticulous attention to detail.
- Resolved guest complaints, requests, and service recovery with professionalism to enhance satisfaction.
- Coordinate with front office, housekeeping, and F&B departments for seamless guest experiences.
- Assist guests with check-in support and personalised service delivery.
Guest Service Agent
Best Plaza Hotel
Doha
01.2025 - 04.2026
- Managed guest check-in and check-out processes efficiently in a fast-paced hotel environment.
- Handled reservations, amendments, and cancellations using hotel management systems.
- Provided accurate information on hotel services, facilities, and local attractions.
- Resolved guest complaints promptly to maintain high satisfaction levels.
- Supported front office operations including telephone handling and guest coordination.
Guest Relations Officer
Shamwari Private Game Reserve
Eastern Cape
08.2023 - 01.2025
- Delivered personalized luxury guest experiences in a high-end hospitality environment.
- Managed guest inquiries, complaints, and special requests across multiple communication channels.
- Coordinated VIP guest experiences and bespoke arrangements.
- Collaborated with departments to ensure seamless and memorable guest stays.
- Ensured effective service recovery and maintained high guest satisfaction standards.
Front Desk Agent
Chula Vista Resort
Wisconsin Dells
02.2022 - 02.2023
- Performed guest check-in and check-out procedures with accuracy and professionalism.
- Managed guest records, payments, and reservation details using hotel systems.
- Handled incoming calls and directed inquiries appropriately.
- Ensured smooth front desk operations and consistent guest satisfaction.
Reservations Agent
Indaba Hotel
Johannesburg
03.2020 - 01.2022
- Processed reservations via phone, email, and booking platforms accurately and efficiently.
- Coordinated booking amendments, cancellations, and guest requests to ensure guest satisfaction.
- Recommended room upgrades and hotel packages that enhanced guest experience and contributed to revenue growth.
- Maintained accurate guest profiles and reservation databases.
- Facilitated communication of guest requirements to front office, housekeeping, and F&B teams for seamless service delivery.
Education
Diploma in Hospitality Management -
International Hotel School
Johannesburg, South AfricaHigh School Diploma - Matriculation
Blue Hills College
Johannesburg, South AfricaSkills
- Guest relations
- Front office operations
- Reservation management
- Complaint resolution
- Upselling & Revenue Generation
- Concierge services
- Customer communications
- Interdepartmental Communications
- Attention to detail
- Time management
- Cultural Awareness
- Stress Management
Technical Systems
- Opera PMS
- Opera Cloud
- Semper Systems
Languages
English
Proficient
C2
Timeline
Guest Relations Officer
Indaba Hotel
05.2026 - Current
Guest Service Agent
Best Plaza Hotel
01.2025 - 04.2026
Guest Relations Officer
Shamwari Private Game Reserve
08.2023 - 01.2025
Front Desk Agent
Chula Vista Resort
02.2022 - 02.2023
Reservations Agent
Indaba Hotel
03.2020 - 01.2022
Diploma in Hospitality Management -
International Hotel School
High School Diploma - Matriculation
Blue Hills College