Nkosinathi Jonathan Masiya
Front Office Supervisor
Monavoni,GP
Summary
Dynamic Front Office Supervisor at Hazyview Sun Hotel with proven expertise in guest relations management and reservation processes. Enhanced customer satisfaction through effective issue handling and staff supervision, achieving high-quality service. Proficient in QuickBooks, I excel in multitasking and fostering strong client relationships, driving repeat bookings and positive reviews.
Productive Front Office Manager with excellent skills in customer service, office management and administrative support. Remains professional and tactful in all situations with focus on increasing satisfaction and retention. Versed in managing vendor and service provider relationships while maintaining meticulous records.
Leadership trained Front Office Supervisor with scrupulous eye for detail and commitment to big-picture objectives. Adept at cultivating productive and proactive office culture with organized systems and modern processes. Proficient in software implementation and troubleshooting.
Approachable Front Office Supervisor bringing 6 years of superior performance in administrative support and team leadership. Dedicated to fostering efficient and accurate office operations through superior attention to detail and excellent business acumen. Multitasks effectively and motivate coworkers to achieve high standard of communication.
Humble Front Office Supervisor with 6 years of experience and comprehensive understanding of leading through example. Successful at calmly multitasking during high-demand situations and streamlining processes without steamrolling functionality.
Overview
14
14
years of professional experience
4
4
Certificates
Work History
Front Office Supervisor
Hazyview Sun Hotel
11.2020 - Current
- 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.
- Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
- Maintained accurate financial records, including daily reports on sales transactions, cash drawer balances, and room charges.
- Collaborated with housekeeping and maintenance teams to ensure room availability and quality standards were met.
- Developed strong relationships with repeat customers through personalized service and attention to detail in meeting their needs.
- Contributed valuable insights during management meetings, ultimately influencing hotel policies and procedures for better guest satisfaction.
- Coached employees through day-to-day work and complex problems.
- Achieved high-quality service by maintaining open communication channels among team members.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Reservations Manger
Protea Hotel by Marriott Hazyview
03.2017 - 06.2020
- Enhanced customer satisfaction by efficiently managing reservations and providing exceptional service.
- Consulted with central reservations to discuss new rate plans and promotions.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Implemented training programs for reservation agents, improving their skills and enhancing overall performance.
- Effectively resolved guest issues related to reservations, resulting in satisfied customers and positive reviews.
- Analyzed booking trends to forecast occupancy rates accurately, informing revenue management decisions.
- Adjusted sales strategies to changing conditions, such as increased local competition and decreased industry rates.
- Streamlined reservation processes for increased efficiency and improved guest experience.
- Handled special requests from guests with utmost professionalism, personalizing their stay experience whenever possible.
- Assisted front office staff in managing walk-ins or last-minute changes during peak periods, maintaining smooth operations and guest satisfaction levels.
Groups and Conferencing Reservation Coordinator
Protea Hotel Nelspruit
03.2016 - 03.2017
- Entered data, generated reports, and produced tracking documents.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
- Collaborated with department heads to develop strategic plans aligning with overall company objectives, fostering a unified approach toward shared goals.
Groups Reservationist and Customer Care
Protea Hotel Kruger Gate
01.2012 - 02.2016
- Developed strong relationships with clients, leading to repeat bookings and referrals.
- Demonstrated excellent multitasking skills while juggling multiple phone lines, emails, and walk-in guests simultaneously during peak periods.
- Streamlined reservation processes for increased accuracy and reduced errors.
- Maintained up-to-date knowledge of hotel policies, rates, and promotions to provide accurate information to guests.
- Managed group bookings by coordinating with event planners and sales teams to ensure all requirements were met.
- Assisted front desk operations as needed by checking in guests or providing support during busy times or staff shortages.
- Consistently met or exceeded performance metrics for call handling, reservation accuracy and upselling.
Education
No Degree - Matric
Hlomani Secondary School
Lillydale 04.2001 -
Skills
Front desk operations
Shift scheduling
Issue handling
Reservation management
Staff management
Guest relations management
Staff supervision
Multitasking proficiency
Emergency procedures
Data entry
Inquiry response
Persuasion skills
QuickBooks proficiency
Oral and writing communication
Skilled in [software]
Certification
NQF L4 Toursim
Socializing
I wanted to take a moment to highlight one of my strengths that I believe adds value to our team—my social and interpersonal skills. I am confident in my ability to communicate effectively with colleagues, clients, and stakeholders from diverse backgrounds. I genuinely enjoy engaging with others, building positive relationships, and contributing to a collaborative work environment.
I am comfortable initiating conversations, facilitating discussions, and ensuring that everyone feels heard and respected. My approach is professional, approachable, and solution-oriented, which helps.
Accomplishments
- Achieved certification through the Institute of Certified Professional Managers (ICPM): Certified Manager (CM), June 2021.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Certificate in Manage Others
11-2022
Certificate in Managing Front Office Operation
06-2021
Front Office Supervisor
Hazyview Sun Hotel
11.2020 - Current
Reservations Manger
Protea Hotel by Marriott Hazyview
03.2017 - 06.2020
Groups and Conferencing Reservation Coordinator
Protea Hotel Nelspruit
03.2016 - 03.2017
NQF l4 Customer Care
12-2012
Groups Reservationist and Customer Care
Protea Hotel Kruger Gate
01.2012 - 02.2016
NQF L4 Toursim
12-2011
No Degree - Matric
Hlomani Secondary School
04.2001 -