Exploring my career, Traveling, life adventure
Ngomba Joceline Mutombo
Front House Assistance Manager
Cape Town,Western Cape
Summary
Dynamic reservationist with over 5 years of specialized experience in managing hotel and backpacker bookings, emphasizing exceptional organization and customer service. Expertise in processing inquiries and bookings through leading property management systems, including Semper, RoomRaccoon, and Opera, while leveraging platforms like Booking.com, Expedia, and Agoda to optimize occupancy rates and revenue. Proven ability to upsell services effectively, resolve guest issues swiftly, and maintain precise records to ensure smooth operational workflows. Committed to providing an outstanding booking experience that enhances guest satisfaction through meticulous attention to detail and superior communication skills.
Overview
9
9
years of professional experience
2
2
Certifications
2
2
Languages
Work History
Assistant Manager
THE BIG Guesthouse
Cape Town
01.2022 - Current
- Handled more than 30 guest reservations through phone, email, and online booking systems.
- Verified and updated reservation details as needed.
- Ensure accurate input of guest details and preferences into the reservation system.
- Answer inquiries about room availability, rates, special offers, and hotel facilities.
- Provide detailed information about the hotel's services, amenities, and local attractions.
- Address special requests such as room preferences, extra services, or accessibility needs.
- I promote upgrades, packages, and additional services to maximize revenue.
- Suggest alternative accommodations or dates if the hotel is fully booked.
- Inform guests about promotions, discounts, and loyalty programs.
- Maintain accurate and up-to-date records of bookings and guest details.
- Prepare daily reports on reservations, cancellations, and occupancy.
- Coordinate with the front office to ensure seamless guest experiences.
- I Handle guest complaints or issues related to reservations with professionalism.
- Collaborate with other departments to ensure guest satisfaction.
- Build positive relationships with guests to encourage repeat bookings.
- Operate property management systems (PMS) and reservation software efficiently.
- Ensure all data is secure and adheres at THE BIG privacy policies.
- Work closely with the front desk, housekeeping, and sales teams to ensure smooth operations.
- Participate in team meetings and training sessions to enhance knowledge and skills.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
Front Desk Assistant/stock Controller
Hospitality Suite Pty Ltd
Cape Town
06.2020 - 01.2021
- Greet and assist walk-in customers, vendors, and clients with professionalism.
- Answer phone calls, emails, and inquiries related to orders, product availability, and pricing.
- Resolve customer concerns or escalate them to the appropriate department.
- Manage daily correspondence and maintain accurate records of customer interactions.
- Process and coordinate sales orders, invoices, and delivery schedules.
- Organize and maintain the reception area to reflect a professional image.
- Act as a liaison between customers, the sales team, and the warehouse staff.
- Monitor and maintain accurate stock levels to meet customer demands.
- Conduct regular stock audits and reconcile discrepancies.
- Manage inventory software to track stock movements, purchases, and usage.
- Ensure timely procurement of linen products from suppliers.
- Track incoming and outgoing shipments to avoid delays or shortages.
- Inspect linens for quality, ensuring they meet company and customer standards.
- Organize and label inventory for efficient storage and retrieval.
- Coordinate with warehouse staff to fulfill orders accurately and on time.
- Maintain a clean and safe stockroom environment.
Assistant Maitre D'
Cape Town Hotel School Restaurant
Cape Town
03.2017 - 01.2020
- Welcomed and seated guests, ensuring an excellent first impression.
- Assisted with menu explanations, dietary preferences, and special requests.
- Addressed customer inquiries, complaints, and feedback to ensure satisfaction.
- Managed and trained front-of-house staff, including waiters and hostesses, to deliver exceptional service.
- Scheduled shifts and ensured optimal staff coverage during peak hours.
- Oversaw table reservations and dining room setup to maximize space and comfort.
- Coordinated with kitchen staff to ensure smooth communication between front and back of house.
- Assisted in planning and executing private dining events, banquets, and celebrations.
- Monitored daily sales, handled billing discrepancies, and ensured accurate reporting.
Front House Trainee
Radisson Hotel, Le Vendome
Cape Town
01.2019 - 07.2019
- Welcome guests with professionalism and friendliness upon arrival.
- Handle check-in and check-out processes using the hotel management system.
- Provide concierge services by assisting guests with inquiries about local attractions, transportation, and hotel facilities.
- Manage reservations, cancellations, and modifications.
- Address guest complaints or issues promptly and escalate to supervisors when necessary.
- Liaise with housekeeping, maintenance, and other departments to fulfill guest requests efficiently.
- Monitor the front desk area, ensuring it remains clean, organized, and welcoming.
- Participate in training sessions to improve skills in customer service, software use, and problem-solving.
Education
Bachelor of Science - Management
Cape Peninsula University of Technology
Cape Town, South Africa12.2022
Associate of Applied Science - Hospitality Management
Cape Peninsula University of Technology
Cape Town11.2020
High School Diploma -
College Bupole
Lubumbashi, Congo06.2009
Skills
Information System
Semper software
Opera
MS Office
Outlook
Multi-tasking
Attention to details
Operations management
Problem-solving
Task delegation
Staff management
Team leadership
Certification
Advanced Diploma in Management 12/22, Completed
Interests
Reading, preaching
Timeline
Advanced Diploma in Management 12/22, Completed
12-2022
Assistant Manager
THE BIG Guesthouse
01.2022 - Current
Diploma in Hospitality Management, Completed
12-2020
Front Desk Assistant/stock Controller
Hospitality Suite Pty Ltd
06.2020 - 01.2021
Front House Trainee
Radisson Hotel, Le Vendome
01.2019 - 07.2019
Assistant Maitre D'
Cape Town Hotel School Restaurant
03.2017 - 01.2020
Bachelor of Science - Management
Cape Peninsula University of Technology
Associate of Applied Science - Hospitality Management
Cape Peninsula University of Technology
High School Diploma -
College Bupole
Personal Information
- Gender: Female
- Nationality: Congolese
References
Name: Melissa Lewis (General Manager)
The Big Luxury Backpackers
Cell: +2781 711 7832
Email: melissa08lewis@gmail.com
Name: Afton (Manager)
Hospitality Suite Pty Ltd Whitehouse,CapeTown
Cell: +27738713134,
Email: afton@gmail.com
Name: Fatima (Human Resource Management)
Radisson Hotel Sea Point Le Vendome, Cape Town
Cell: 0218265100,
Email: Fatima.adams@raddisonblu.com
Name: Seager Beverley (Junior Restaurant Instructor)
Cape Town Hotel School Restaurant, Cape Town
Cell: 021 440 5727 / +27665396804,
Email: SeagerB@cput.ac.za