Nokuthula Princess Zulu
Tourism And Hospitality Professional
Johannesburg
Summary
Tourism and Hospitality Professional with customer and administration skills.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
15
15
years of professional experience
4
4
Certifications
Work History
Customer Experience Executive
Dream Hotels & Resorts Hotel Group
02.2019 - 06.2025
- Responding promptly and professionally to reservations enquiries via telephone, email and Frresdesk (central reservations system).
- Confirming reservations on eRes with client’s details and payment/cancellation policy.
- Confirming cancellations prior to time lapse
- Providing accurate, concise and brand approved resort info to clients
- Offer alternative accommodation if available for non – availability or due to a double bookings
- Ensuring that all deposits and balances of bookings are received prior to occupation
- Checking online bookings and ensuring all is in order as per client’s requests e.g: booking.com and Afri-stay, Bush-breaks, Thompsons, etc
- Generating arrivals lists for key performing resorts and forwarding data to the selected properties for their convenience and arrivals management
- Manage and maintain all series bookings for Thompsons Africa and any other Tour Operator
- Assisting with Staff bookings availability and bookings for all Head Office staff and all our hotels and resort staff
- Taking minutes for the weekly TEAM meeting and uploading on TEAMS and Public Folder
Sales Coordinator (Groups and conferencing department)
Protea Hotels by Marriot Hotel Group
04.2014 - 10.2015
- Provide administrative support to sales and marketing team and sales managers.
- Coordinate sales team by managing schedules and communicating relevant information.
- Respond to complaints from CLIENTS and give after sales support when requested.
- Facilitating site inspections for new employees and travel trade
- Pulling SFA reports and updating rates schedules.
- Co-ordinate hotel gifting and brochures.
- Maintain the Groups and conferencing document Database.
- Setting up sales calls for sales executives.
- Load corporate agreements (contracts)
- Assist in the preparation and organizing of promotional material for events.
Corporate Travel Coordinator
The Departure Lounge (Travel Agency)
01.2012 - 03.2014
- Managing and resolving all travel requirements for Petra Diamonds i.e. flights, accommodation, car hire or any other travel related services
- Ticketing, refunds and cancellations/tickets in exchange of domestic flight bookings on Galileo
- Issue all travel documents for accommodation, car hire, cruises, transfers and sightseeing tours
- Invoicing the client using Pastel
- Assisting with travel documents application i.e. visas and travel insurance
- General administration and office duties
- Outsource corporate clients via cold calling
- Meeting all agreed KPI’s
- Maintaining a up to date filing system
Quotations Consultant (USA division)
Travel Vision (Wholesale travel)
01.2010 - 12.2011
- Tour planning and budgeting for USA department
- Issuing of travel documents and invoicing i.e. hotels, car hire, cruises, transfers and sightseeing
- Checking flight routings and availability and pricing of flights and taxes;
- Preparing and planning itineraries on behalf of travel agents requested by their clients
- Manual calculations of packages;
- Preparing quotations on Travel Agents request for hotel, car hire, coach tours, airfare, Disney World packages and cruises and sightseeing
- Preparing confirmations for hotels, transfers, tours, sightseeing, tours and any other travel related services;
- Preparing and issuing vouchers for all land services
Education
National Certificate N6 - Travel And Toursim
Central Johannesburg College Parktwon Campus
Johannesburg, South Africa 04.2001 -
Skills
MS OFFICE
Galileo
Fresh Desk and Fresh chats (email and chats/WhatsApp enquiries)
Eres and Nebula
Opera (partial)
Call management
Adaptability and flexibility
Complaint resolution
Call center experience
Customer relations
Problem resolution
Decision-making
Computer proficiency
Customer relationship management (CRM)
Relationship building
Follow-up skills
Microsoft outlook
Team development
Coordination
Administrative support
Staff training
Minute taking
Travel planning
Accomplishments
- Kenya – Mombasa and Nigeria – Lagos with Sun and sand tours May 2012
- Sales coordinator of the Quarter award for 3rd quarter 2014 (Protea Hotels)
- Mauritius – with Holiday Tours – May 2013
- Cape town – with Protea hotels – Oct 2013
- Nort west Dream hotels properties educational
- KZN Dream Hotels properties Educational
- Western Cape Dream Hotels Properties Educational
Certification
TRAVEL AND TOURISM – NATIONAL CERTIFICATE N6 – CENTRAL JOHANNESBURG COLLEGE (2009)
Timeline
Customer Experience Executive
Dream Hotels & Resorts Hotel Group
02.2019 - 06.2025
Sales Coordinator (Groups and conferencing department)
Protea Hotels by Marriot Hotel Group
04.2014 - 10.2015
Corporate Travel Coordinator
The Departure Lounge (Travel Agency)
01.2012 - 03.2014
Quotations Consultant (USA division)
Travel Vision (Wholesale travel)
01.2010 - 12.2011
National Certificate N6 - Travel And Toursim
Central Johannesburg College Parktwon Campus
04.2001 -
References
- Carla, Palma, Owner and manager, 082 852 7961, The Departure Lounge Travel Agency
- Tumi, Motokwa, Corporate Sales Manager, 076 905 7839, Protea Hotels by Marriot
- Leanette, Baickes, Supervisor, 060 826 8413, Dream Hotels and Resorts