Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Marcelino Sousa

Marcelino Sousa

Guest Service Professional
Johannesburg

Summary

Hospitality professional with comprehensive background in guest services , ensuring exceptional guest experiences. Known for collaborative approach and reliability in dynamic environments. Expertise in conflict resolution and effective communication.

Overview

5
5
years of professional experience
3
3
years of post-secondary education
1
1
Certification
3
3
Languages

Work History

Guest Service Specialist

Funky Photo Booth
Sandton
12.2023 - Current
  • Processed financial transactions accurately while maintaining strict confidentiality of sensitive information.
  • Implemented strategies to achieve high customer survey scores consistently through excellent service delivery.
  • Utilized property management software efficiently for seamless booking management and data tracking purposes.
  • Enhanced guest satisfaction by promptly addressing inquiries and resolving issues.
  • Handled high-pressure situations with grace, maintaining professionalism at all times.

Guest Service Associate

Carnival Cruise Line
Miami FL
01.2023 - 01.2024
  • Resolved guest service issues and inquiries, providing information on ship, port, tours, and travel.
  • Managed Guest Service Desk duties, including financial transactions, lost luggage, stateroom changes, lost and found, guest card/OCEAN Medallion issuance, amenities sales, and announcements.
  • Delivered efficient customer service and handled reception area administration.
  • Collaborated with team members to consistently exceed guest expectations through exceptional service delivery.
  • Processed payments accurately, maintaining proper cash handling procedures and balanced registers at the end of each shift.

Guest Service Host / Concierge Host

Indaba Hotel, Spa, and Conference
01.2020 - 01.2021
  • Greeted guests upon arrival, ensuring a welcoming experience.
  • Administered check-ins and checkouts, provided front desk services, and assigned rooms.
  • Managed administrative tasks and assisted with personal services, including dinner and tour reservations, event recommendations, and transportation arrangements.

Education

Diploma - Hospitality Management with AHLEI License

INTERNATION HOTEL SCHOOL
South Africa
01.2020 - 01.2023

Certificate of Attendance -

SHIP-A-SHORE CRUISE CULTURE TRAINING
South Africa
01.2021 - 03.2021

Skills

Bilingual

Customer Service

Communication

Problem Solving & Conflict Resolution

Multitasking & Time Management

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Certification

Cabin Crew Licensing Training, EPT Aviation Training, 0275526066, 01/01/25

Timeline

Guest Service Specialist

Funky Photo Booth
12.2023 - Current

Guest Service Associate

Carnival Cruise Line
01.2023 - 01.2024

Certificate of Attendance -

SHIP-A-SHORE CRUISE CULTURE TRAINING
01.2021 - 03.2021

Guest Service Host / Concierge Host

Indaba Hotel, Spa, and Conference
01.2020 - 01.2021

Diploma - Hospitality Management with AHLEI License

INTERNATION HOTEL SCHOOL
01.2020 - 01.2023

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Marcelino SousaGuest Service Professional