Paul Fick

• Reference:
  Natalie knight - Business Optimizations Manager ( HOD of Revenue and Reservations) +2712338730Enhanced 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.
• Acted as a liaison between reservations and other hotel departments, ensuring seamless communication and efficient problem resolution.
• Implemented training programs for reservation agents, improving their skills and enhancing overall performance.
• Managed team of reservation agents, ensuring high-quality service and accurate bookings.
• Maintained accurate records of bookings on hotel reservation system and forecasted probable revenue streams.
• Developed policies and procedures for the reservations department, ensuring consistency and adherence to brand standards.
• Conducted regular audits of reservation records, maintaining accuracy and reducing discrepancies.
• Defined clear targets and objectives and communicated to other team members.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Developed detailed plans based on broad guidance and direction.
• Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
• Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.
• Contributed innovative ideas to improve reservation management software functionality based on user experiences.
• Monitored inventory levels across multiple booking channels, preventing overbooking incidents and maximizing room revenue opportunities.
• Led cross-functional projects aimed at streamlining communication between departments involved in the guest booking journey.
• Streamlined reservation processes for increased efficiency and improved guest experience.

Reference:
Natalie knight - Business Optimizations Manager ( HOD of Revenue and Reservations) +2712338730

• Managed high call volume with exceptional attention to detail, resulting in fewer booking errors and cancellations.
• Provided outstanding customer service by addressing client inquiries and resolving issues professionally and courteously.
• Developed strong relationships with travel agents and corporate clients, leading to increased referral business and repeat bookings.
• Handled billing information over phone.
• Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
• Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
• Worked closely with front desk to achieve full occupancy of property.
• Resolved various issues and discrepancies for customers.
• Maintained awareness of types of rooms available in different resort locations.
• Implemented cross-training initiatives within the reservations team to promote versatility in handling diverse job responsibilities.
• Supported sales team efforts by providing detailed information on group booking requests and generating contracts as needed.
• Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
• Handled reservations and answered questions from interested patrons for busy [1000]-room hotel Group.

Reason for Leaving:

Internal Promotion

• Provided customers with information about availability and pricing.
• Selling of the rooms and facilities for the hotel 444 Rooms
• Selling all of the rooms under Tsogosun
• Checking arrivals list, to ensure that all bookings are done correctly, with the correct back up
• Checking all OTA sites ensuring rate parity
• Check all online payments to verify all is secured
• Updating proof of payments and vouchers to reservations
• Sending out revenue reports every day
• Making group bookings
• Taking care of groups (series) from initial inquiry to departure
• Making the dinner, portage and special request for each group liaising with the different departments in the hotel to ensure a good stay at the hotel
• Greeting each group on check in
• When front office is busy I need to assist with the checking in and out of guests
• Going to morning meetings and give feedback on all groups on arrival 7 days prior to arrival for all HOD's
• Doing site inspections for the hotel
• Selling the hotel and all its commodities on each call/email
• Ensuring your phone and email etiquette is up to Brand standards as you get tested at times
• Phoning all online cancellations to find out if there is not something we can do to secure the business
• Checking duplicate reservations
• Sending out group forecasts every week

Team Leader:

• Doing Spot checks on all arrivals and reporting.
• Doing the Core assessment feedback
• Observing and assessing Phone etiquette
• Check all the bookings made the prior day for all future dates to ensure no errors
• Handling summary discussions
• Doing the Rostering
• Joining weekly Revenue calls regarding

References:

Nosipiwo Mtara ( Portia) - Front Office Manager +27614349488

Amelia Ndlovu - Revenue Manager +27 711728238

Reason For Leaving

Growth Opportunity

• Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
• Generated and printed daily financial reports to track hotel performance.
• Looked over pending check-ins and payment processes to complete closing procedures.
• Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
• Entered customer data into room system and updated information whenever patrons changed rooms.
• Utilized strong problem-solving skills while handling any logistical challenges that arose throughout the course of nightly duties.
• Kept accounts in balance and ran daily reports to verify totals.
• Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
• Established rapport with regular clientele by providing personalized service tailored to individual preferences.
• Oversaw night auditing of daily room occupancy and hotel revenue.
• Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
• Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
• Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.

Reference:

• Rexy Mgwili (Hotel Manager) - 011 326 3300 or +2762 019 2711
• Evah Mogohloane (Reservations Manager) - 011 326 3300 or 0827765076

Reason For Leaving:

Growth Opportunity

• Managed all aspects of reservations
• Handled Check in and Out
• Prepared Breakfasts and Dinners
• Purchasing of Food and Beverages
• Managing the stock control

Accomplished multiple tasks within established timeframes.

• Managed and motivated employees to be productive and engaged in work.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.

Reference:

Annemarie de Wet (owner): +27 82 444 1634

Reason for Leaving:

Growth Opportunity

• Checked freezer and refrigerator prior to each shift to verify correct temperatures.
• Maintained well-organized mise en place to keep work consistent.
• Placed orders to restock items before supplies ran out.
• Reduced food waste with strategic menu planning and inventory control techniques.
• Prepared meals from scratch using authentic, popular recipes to generate repeat business.
• Assisted with menu development and planning.

Reference:

Dominique Barnard (Owner): +2779 502 4367

• Worked with the guests and was part of the cooking and serving team
• Reference: Agnes Joubert (Owner) +2783 292 8087