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
Stock management
Team building
Scheduling and planning
Employee management
Customer relations
Employee relations
Sales development
Complaint resolution
Promotions and events
Health and safety
Customer service delivery
Patron satisfaction
Positive attitude
Team leadership
Self motivation
Multitasking
Computer skills
Data Capturing
Product promotion
Interests
Sports
Current Affairs
Community Service
Reading
Hiking
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
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