Makwate Coapoge
Guest Services Supervisor
Johannesburg,GP
Summary
Dynamic Guest Service Supervisor with a proven track record at Southern Sun, excelling in customer satisfaction and team management. Skilled in implementing policies and enhancing operational efficiency, I effectively resolved guest complaints and trained staff, fostering a culture of excellence and collaboration. Exceptional communication and problem-solving abilities drive my success in delivering outstanding guest experiences.
Overview
20
20
years of professional experience
3
3
Certifications
Work History
Guest Service Supervisor
Southern Sun
04.2025 - Current
- Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Maintained up-to-date knowledge of products and services offered.
- Ensuring all team members understand hotel policies, service standards and operational procedures.
- Address mistakes, check in with the team to see if improvements have been made.
- Recognize and appreciate the team's efforts when they correct their mistakes and show improvement
Front Office Supervisor
Tsogo Sun
09.2023 - 03.2025
- Assisted guests with special requests, demonstrating excellent problem-solving skills and a commitment to customer satisfaction.
- Coordinated with other departments to resolve any guest issues promptly, ensuring a seamless guest experience from arrival to departure.
- Organized staff scheduling effectively to maintain appropriate coverage during peak hours without compromising service quality.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
Guest Service Supervisor
Southern Sun
10.2018 - 08.2023
- Set and managed policies for concierge services and guest relations.
- Monitored team performance to confirm customer service standards were consistently met.
- Streamlined operational processes to maximize efficiency and customer satisfaction.
- Processed guest payments and provided accurate change.
- Trained junior team members in customer service strategies and property policies.
- Led monthly staff meetings to maintain continuity of service and quality standards.
Duty Manager
Sun International Hotels
07.2017 - 09.2018
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Trained employees in essential job functions.
- Handled escalated customer issues with diplomacy, ensuring satisfactory resolution while preserving long-term client relationships.
- Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
- Supervised and coordinated team to provide guidance and support and maximize performance.
- Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
Front Office Manager
AHA Hotels
12.2015 - 06.2017
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Implemented staff training programs, improving employee performance and team cohesion.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
Assistant Front Office Manager
Sun International Hotels
09.2014 - 11.2015
- Collaborated with housekeeping and maintenance departments to ensure room availability and quality standards.
- Reduced wait times during busy hours by implementing effective strategies for managing guest flow throughout the lobby area.
- Assisted in the recruitment process for front office staff, ensuring a strong team of well-trained employees.
- Provided support to the Front Office Manager during peak times or staff absences, ensuring consistent management presence at all times.
- Balanced daily cash transactions, accurately maintaining financial records for the front office department.
Reservation Agent
Sun International Hotels
10.2010 - 08.2014
- Provided customers with information about availability and pricing.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Maintained high levels of efficiency by managing multiple phone lines and email correspondence for reservation requests and adjustments.
- Worked closely with front desk to achieve full occupancy of property.
Receptionist
Sun International Hotels
06.2007 - 07.2014
- Confirm reservations, welcoming and check in and check out guests
- Handled cash transactions and maintained sales and payments records accurately.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in guests.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Assisted with onboarding new guests and securing paperwork completion
Cash Up Officer
Headline Leisure Management
10.2005 - 05.2007
- Cash Up Waiters & Waitresses
- Posted daily receipts and payments in accordance with corporate protocols.
- Prepared monthly bank reconciliations to ensure accurate representation of company''s financial position.
- Reconciled and corrected issues with financial records.
- Provided support during audits by supplying requested documentation promptly and accurately.
- Maintained and processed invoices, deposits, and money logs.
Education
Diploma - Reception Operations And Services
Food & Beverage Institution
Bloemfontein 04.2001 -
High School Diploma -
Fame College
Bloemfontein 04.2001 -
Skills
Customer service
Implementing policies
Team management
Operations management
Exceptional communication
Front office support
Team Training
Concierge services
Policy enforcement
Computer skills
Problem-solve
Decision-making
Certification
Front Office Management
Timeline
Guest Service Supervisor
Southern Sun
04.2025 - Current
Front Office Supervisor
Tsogo Sun
09.2023 - 03.2025
Manage Others
06-2023
Housekeeping Management
06-2022
Front Office Management
06-2020
Guest Service Supervisor
Southern Sun
10.2018 - 08.2023
Duty Manager
Sun International Hotels
07.2017 - 09.2018
Front Office Manager
AHA Hotels
12.2015 - 06.2017
Assistant Front Office Manager
Sun International Hotels
09.2014 - 11.2015
Reservation Agent
Sun International Hotels
10.2010 - 08.2014
Receptionist
Sun International Hotels
06.2007 - 07.2014
Cash Up Officer
Headline Leisure Management
10.2005 - 05.2007
Diploma - Reception Operations And Services
Food & Beverage Institution
04.2001 -
High School Diploma -
Fame College
04.2001 -