Outdoor activities
Motlagomang Vinolia Raphako
Hospitality And Service Management
Johannesburg,GP
Summary
Dynamic Floor Manager at Protea Hotel with a proven track record in enhancing customer satisfaction and team performance. Expert in stock management and employee training, fostering a positive work environment. Skilled in complaint resolution and scheduling, ensuring seamless operations during peak hours while delivering exceptional service.
Overview
6
6
years of professional experience
4
4
Languages
6
6
years of post-secondary education
Work History
Floor Manager
Protea Hotel
03.2015 - 09.2019
- Managed store inventory and stock levels to maintain availability of products.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Developed staff scheduling plans that ensured adequate coverage during peak hours without compromising on service quality.
- Improved customer satisfaction by addressing and resolving concerns promptly and efficiently.
- Oversaw supply restocking, area cleaning, and product organization.
Restaurant Hostess
Maslow Hotel
01.2014 - 06.2017
- Provided exceptional service through friendly interactions with customers, answering questions and addressing concerns.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Checked in with servers to confirm preparedness before seating customers.
- Demonstrated strong multitasking skills by handling telephone inquiries while attending to in-person guest needs seamlessly.
- Maintained an organized waitlist for busy times, ensuring efficient seating of guests.
- Managed reservations effectively, accommodating special requests and ensuring accurate guest counts.
- Answered customer questions about hours, seating, and menu information.
- Delivered unparalleled service to drive positive dining experience and repeat customer visits.
- Resolved guest complaints professionally, taking appropriate action to address issues and improve future experiences.
Hotel Front Desk Receptionist
MASLOW HOTEL
Sandton, GAUTENG
03.2015 - 11.2016
- Collected room deposits, fees, and payments.
- Enhanced guest satisfaction by promptly addressing inquiries and concerns at the front desk.
- Provided exceptional customer service, resulting in a high percentage of repeat guests and positive reviews.
- Resolved guest complaints diplomatically, maintaining both guest satisfaction and hotel reputation.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Maintained an organized front desk area that contributed to smooth operations and professional appearance.
- Managed phone lines efficiently, directing calls appropriately while providing courteous assistance when necessary.
- Completed late check-ins and directed guests to rooms and facilities.
- Developed and maintained positive relationships with guests for satisfaction.
- Kept accounts in balance and ran daily reports to verify totals.
- Prepared reports on guest satisfaction levels and other metrics.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Education
High School Diploma -
Thamsanqa Secondary School
Johannesburg, South Africa 01.2005 - 12.2010
Skills
Department management
undefinedInterests
Sports
Current Affairs
Community Service
Reading
Hiking
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Microsoft MS Office
Quote
The first one gets the oyster, the second gets the shell
Andrew Carnegie
Timeline
Floor Manager
Protea Hotel
03.2015 - 09.2019
Hotel Front Desk Receptionist
MASLOW HOTEL
03.2015 - 11.2016
Restaurant Hostess
Maslow Hotel
01.2014 - 06.2017
High School Diploma -
Thamsanqa Secondary School
01.2005 - 12.2010
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