Pamela Phakathi
Apprentice Guest Relations Guide
Hillcrest
Summary
Dependable professional with wealth of experience in guiding and enriching visitor experiences. Known for exceptional interpersonal skills and meticulous approach to ensuring guest safety and satisfaction. Highly collaborative, adaptable, and focused on achieving outstanding results in dynamic settings.
Overview
7
7
years of professional experience
Work History
Guest Relations Guide
The South African Association Guide for Marine Biological Research
08.2024 - Current
- Providing Commentaries to the public.
- Problem Solving.
- Service Delivery Orientation.
- Communication and team orientation.
- Creating educational awareness programs for all education levels including the public.
- Organizing and Planning Resilience
- Managed unexpected challenges with flexibility and creative problem-solving, maintaining seamless experiences for guests.
- Utilized strong communication skills to effectively convey complex topics in a digestible manner to diverse audiences.
- Improved overall guest satisfaction by promptly addressing concerns and implementing appropriate solutions as needed.
- Maintained safety standards during excursions, resulting in zero accidents or incidents.
- Built personal relationships with guests to promote positive experiences.
- Trained new guides on company policies, procedures, and best practices, leading to consistently high-quality tours across the team.
- Maintained accurate records of tour members and managed customer paperwork for organizational maintenance.
- Guided groups of up to [Number] people on scheduled tours.
- Assists members of the community and general public.
- Maintains an up-to-date working knowledge in the field of nature conservation.
- Conducts safety inspections on work sites, on equipment and facilities.
- Ensures the health and safety of staff and the general public.
- Established positive relationships with tour members through fun and engaging conversation.
- Utilized effective communication and problem-solving skills to quickly resolve customer issues.
- Entertained tour guests with various props and signs for maximum engagement, fun, and lasting memories.
- Delivered timely and accurate updates to tour coordinator regarding tour progress.
- Informed tour members of safety risks associated with attractions, confirming customer security.
Assistant Guest Relations Guide
The South African Association Guide for Marine Biological Research
12.2023 - 07.2024
- Welcoming guests by creating a warm welcoming atmosphere.
- Demonstrating cultural awareness and sensitivity, especially in international setting.
- Providing accurate information about uShaka Sea World regarding services, amenities and local attractions.
- Assisting guests with inquiries, directions and special requests.
- Addressing and resolving guest concerns or complaints in a timely and efficient manner also collaborating with other departments to ensure guest satisfaction.
- Communication Liaison, communicating important information such as events, policies and updates.
- Event Coordination and VIP Services.
- Gathering, documenting and reporting feedback to management for continuous improvement.
- Crisis management, coordinating with appropriate personnel to ensure guest safety and wellbeing.
- Encouraging guests to participate in other services offered by the park.
- Representing the organization in a professional and positive manner, by upholding the organization image and values.
- Maintained safety standards during excursions, resulting in zero accidents or incidents.
Part-Time Education Guide for uShaka Sea World Education
The South African Association for Marine Biological Research
07.2023 - 12.2023
- Guide and control school groups.
- Providing high quality and interesting commentaries.
- Identifying exhibits during tours, providing basic conservation messages.
- Ensure a coordinated school flow.
- Assisting the Formal Education Department with educational l activities.
- Public speaking and creating awareness on marine conservation
- Aim is to encourage school groups to protect and conserve our sea life.
Project Admin Assistant
Wildlife and Environment Society of South Africa
03.2021 - 06.2022
- Community engagement, Tour Guiding, Collect, sorting and analyzing information
- Responsible for payroll, scheduling and coordinating meetings and events
- Assisting with special projects and assume certain responsibilities as assigned
- Coordinating educational awareness programs, Facilitating the experience of local, international and domestic visitors at Blue Flag Beaches
- Prepare travel arrangements, expense processing and other administrative duties
- Providing support to the municipality by ensuring Blue Flag standard is being met
- Conducting sites visits and reporting on findings and Report Writing
- I also have experience using Excel, Microsoft Office, Power Point, Google Spreadsheet etc.)
- Prepare and distribute project status reports
Project Assistant
Proco Group
07.2020 - 02.2021
- Budgeting, Assisting with Tender and other project application
- Administrative Duties, Logbook completion
- Supporting with preparations for plans of the project
- Project purchases and travel arrangements
- Internal and external communication.
Cadet/ Work Intergrated Learning
Ezemvelo KZN Wildlife
01.2019 - 06.2020
- Assisting with compliance and Law Enforcement
- Assist in implementing National Environmental Biodiversity Act, 2004 (Act no 10 of 2004) and Regulations and National Environmental Management Protected Areas Act 2003 (Act no 57 of 2003).
- Assisting with Alien Plants Control
- Assisting with Animal Monitoring.
- Environmental Education and Maintenance
- Conducting veld evaluation.
- Administration
- Assisting with Fire application, Office Management and Housekeeping.
- Permit Administration.
- Assisting with community outreach programs.
Education
Advanced Diploma - Nature Conservation
Mangosuthu University of Technology
04-2021
Diploma - Nature Conservation
Mangosuthu University of Technology
12-2019
Matric Certificate - undefined
Ridge Park College
01-2016
Skills
Communication and Listening
Time and Organizational management
Customer Service, Driving Code 10
Teamwork and Multitasking
Engaging personality and effective story telling
Cultural sensitivity and route navigation
Strong leadership and Group management
Training and mentoring
Public speaking and Presentation skills
Guest relations and Reports
Tourism management and development
Conflict resolution
ACCREDITED TRAINING
- PMP Basics, Simplilearn Skill Up - May, 2025
- Better Performance with Diversity, E-Study Learning Academy - May, 2025
- Harrassment in the Work Place, E-Study Learning Academy - April, 2025
- Project Management 101: PMP Certification Training - February, 2025
- 120 Hour TESOL Certificate Course, International Open Academy - September, 2021
- Tourism Guiding (NQF Level 2), Wildlife Environment and Society of South Africa - June, 2022
- Health and Safety, BS Training Services - March, 2022
- Basic Life Support and First Aid Procedures (NQF Level1), BS Training Services - November, 2021
- Geography Information System, Mangosuthu University of Technology - August, 2018
- Herbarium Technique Course, South African National Biodiversity Institute - September, 2017
Timeline
Guest Relations Guide
The South African Association Guide for Marine Biological Research
08.2024 - Current
Assistant Guest Relations Guide
The South African Association Guide for Marine Biological Research
12.2023 - 07.2024
Part-Time Education Guide for uShaka Sea World Education
The South African Association for Marine Biological Research
07.2023 - 12.2023
Project Admin Assistant
Wildlife and Environment Society of South Africa
03.2021 - 06.2022
Project Assistant
Proco Group
07.2020 - 02.2021
Cadet/ Work Intergrated Learning
Ezemvelo KZN Wildlife
01.2019 - 06.2020
Diploma - Nature Conservation
Mangosuthu University of Technology
Matric Certificate - undefined
Ridge Park College
Advanced Diploma - Nature Conservation
Mangosuthu University of Technology