Apex
Nkululeko Makhaye
Front Office Agent
Durban
Summary
- Warm and friendly individual with the ability to help customers in any situation. Enjoys working closely with team members to provide a positive experience.
- Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
- Driven Front Desk Agent highly skilled in managing reservations, telephone calls, and customer inquiries. Poised and professional with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication.
- Hospitality professional prepared to bring extensive customer service experience to new role. Proven ability to handle guest inquiries and issues efficiently while maintaining positive atmosphere. Reliable team player with strong focus on collaboration and adaptability to changing needs. Notable skills include effective communication and problem-solving.
Overview
5
5
years of professional experience
2
2
Certifications
1
1
Language
Work History
Front Desk Agent
Aha Hotel
12.2020 - Current
- Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate patrons to resort environment.
- Assisted guests by furnishing information and directions to various areas of property including casino, gift shop and dining areas.
- Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
- Politely welcomed arriving guests, providing room keys and information on amenities and policies.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Answered customer telephone calls promptly and appropriately handled needs.
Education
National Certificate Generic Management Level 5
BCONSULT
Johannesburg, South Africa 04.2001 -
National Senior Certificate
Nhlanhlayethu Secondary School
Kwa-Zulu Natal 04.2001 -
Skills
Customer service
Accomplishments
- Developed revenue streams for the hotel by informing guests of the establishment's array of services including the spa, upscale restaurants and the casino.
- Received high score ratings from guest surveys due to professionalism, exceptional service and quick response times.
- Asked by hotel manager to handle concierge duties due to high level of professionalism and attention to detail when that individual was out sick for a week.
Software
Opera
Word
Excel
PowerPoint
Certification
[Generic Management], [aha Hotel] - [1 year]
Timeline
Front Desk Agent
Aha Hotel
12.2020 - Current
National Certificate Generic Management Level 5
BCONSULT
04.2001 -
National Senior Certificate
Nhlanhlayethu Secondary School
04.2001 -
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