Pearl Motaung-Mlangeni

• Improved operational efficiency by streamlining processes and implementing cost-saving measures.
• Led cross-functional teams to achieve key performance indicators and drive positive results across the organization.
• Developed and executed strategic plans for increased productivity, profitability, and overall business growth.
• Managed budgets, financial forecasts, and resource allocation to ensure achievement of organizational goals.
• Ensured compliance with industry regulations, company policies, and best practices within all areas of operation.
• Drove revenue growth by identifying new business opportunities and forging strategic partnerships.
• Delivered consistent results in challenging market conditions through sound decision-making based on comprehensive data analysis.
• Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
• Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.

RELATIONSHIP MANAGEMENT

• Interacted well with customers to build connections and nurture relationships.
• Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
• Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.

HR/Learning and Development

• Mentorship and Training of staff & University Students.
• Performance Management
• Increased employee retention rate by creating professional development programs.
• Trained, coached and mentored staff to support smooth adoption of new PMS program.
• Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
• Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
• Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
• Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
• Implemented operational strategies and effectively built customer and employee loyalty.
• HR Policies and regulatory custodian
• Chair Disciplinary enquiries
• Ensured legal compliance with labor laws by conducting regular audits and updating policies as necessary.
• Spearheaded successful workforce planning efforts, aligning staffing needs with company objectives.
• Oversaw payroll functions, ensuring accuracy while maintaining strict confidentiality standards for sensitive employee information.
• Promoted a culture of continuous learning through the coordination of professional development opportunities and workshops for employees at all levels within the organization.

• Increased Advisory Board effectiveness by providing strategic guidance and insight into industry trends.
• Enhanced company reputation through active participation in industry conferences, panel discussions, and networking events.
• Assisted in the development of long-term business strategies, ensuring sustainable growth and profitability.
• Collaborated with fellow board members to identify potential risks and opportunities for organizational improvement.
• Developed and implemented strategies to drive organizational growth and development.

• Improved overall company culture by cultivating a positive work environment and fostering teamwork.
• Spearheaded change initiatives by identifying areas of improvement and developing action plans for implementation.

• Overall Property management
• Responsible for all HOD's and acted as support for their respective roles
• Budgeting and revenue management
• Maintains management oversight of department heads in the operation of assigned departments including Human Resources, Employee Relations, Health and Safety, Information Technology, Planning, Marketing and Communications, Customer Relations and DBE Programs
• Collaboration with the General Manager and department heads to establish annual and long range goals, objectives, work plans, policies, programs and related matters, prepares detailed reports and recommendations for agenda items subject to approval by the Board of Directors
• Prepare Administration Division operating budget for presentation to the General Manager and Board of Directors; recommends purchase of necessary equipment, materials and supplies
• Oversees and participates in the development and administration of the budget for assigned departments; approve the forecast of funds needed for staffing, equipment, materials and supplies; approve expenditure and implement budgetary adjustments
• Develops and presents written and oral reports and analysis on a wide variety of highly complex issues having current and future District-wide impact
• Provides executive level support in particular to the Human Resources Department regarding employee issues
• Participates as a member of the executive management team
• Mentors and provides staff development opportunities to assigned departments
• Ensure that appropriate safety and health policies, procedures and programs are effectively implemented; that adequate resources and priority are assigned to correcting hazardous conditions, and that applicable safety program activities are carried out.
• Streamlined operations by identifying inefficiencies and implementing process improvements.
• Enhanced team productivity by providing ongoing coaching and mentoring to staff members.
• Achieved cost savings through strategic negotiation with vendors and suppliers.
• Increased customer satisfaction by addressing concerns promptly and implementing effective solutions.
• Established strong partnerships with stakeholders, fostering a collaborative work environment.
• Implemented new systems for better data management, leading to improved decision-making processes.
• Oversaw departmental budgeting, ensuring financial sustainability and responsible resource allocation.
• Facilitated cross-functional collaboration to drive successful project completion within deadlines.
• Led employee performance reviews, aligning individual goals with organizational objectives.
• Improved internal communication channels, fostering a culture of transparency and accountability among team members.
• Ensured compliance with relevant regulations by developing robust policies and procedures.
• Promoted a culture of continuous improvement by encouraging feedback from employees at all levels.
• Fostered a high-performance environment through setting clear expectations and recognizing achievements.
• Participated in planning process to achieve corporate objectives.
• Administered operating budget, approved expenditures and implemented budgetary adjustments.
• Reviewed performance results to target and take corrective measures with authorization and escalation.
• Analyzed market trends and competitor activities to create competitive advantages.
• Developed and implemented strategies to increase sales and profitability.

• Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
• Streamlined check-in and check-out processes for faster service, resulting in higher guest satisfaction scores.
• Managed daily room inventory to maximize occupancy rates and revenue generation.
• Implemented staff training programs, improving employee performance and team cohesion.
• Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
• Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
• Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
• Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
• Assisted sales department in upselling hotel services, increasing revenue through upgrades and add-on packages.
• Analyzed performance metrics to identify areas of improvement in front office operations, implementing changes for better efficiency.
• Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
• Maintained a clean and organized work environment, promoting a professional image of the hotel to guests.
• Coordinated special events bookings with event planning teams for smooth execution of functions held at the hotel premises.
• Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
• Established strong relationships with local tourism partners, generating leads on potential visitors requiring accommodations.
• Oversaw guest registration process by verifying personal information accuracy in line with security protocols.
• Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
• Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
• Updated guests'' profiles systematically incorporating preferences and feedback for providing personalized experiences during future visits.
• Reconciled end-of-day reports to determine accurate billing and payment processing.
• Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
• Coached employees through day-to-day work and complex problems.
• Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
• Developed procedures to establish accurate and organized check-in and check-out processes.
• Created, prepared, and delivered reports to various departments.
• Delivered performance reviews, recommending additional training or advancements.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.

• Set up - Pre Opening
• Increased team productivity by implementing streamlined processes and effective communication strategies.
• Achieved departmental goals by developing and executing strategic plans and performance metrics.
• Reduced operational costs through comprehensive process improvement initiatives and resource management.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
• Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.
• Launched new products and services with thorough market research, leading to increased revenue growth.
• Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
• Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
• Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
• Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
• Managed and motivated employees to be productive and engaged in work.
• Accomplished multiple tasks within established timeframes.
• Maintained professional, organized, and safe environment for employees and patrons.
• Cross-trained existing employees to maximize team agility and performance.
• Onboarded new employees with training and new hire documentation.
• Controlled costs to keep business operating within budget and increase profits.
• Improved safety procedures to create safe working conditions for workers.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Set aggressive targets for employees to drive company success and strengthen motivation.

• Responsible for Hotel Operation (Rooms Division Department, Reception - Housekeeping - Public areas and Laundry)
• To manage and control all aspects of the Hotel Operations to the required Standards within the agreed budgetary limits and parameters, and ensuring guest satisfaction and profit maximization
• Controlled Costs; Maximised Profitability; Effective business processes that support the achievement of Company goals and objectives; Satisfied guests and return business; Sustainable Competitive Edge; Competent, motivated and satisfied employees; Effective communication resulting in well informed employees.

• Employed as Front Office Manager, reported directly to the Operations Manager
• In charge of 20 staff which consists of Reception, Switchboard, Porters, Drivers and Night Team
• Drive customer service at the Front Desk as main priority
• Dealing with guest queries and challenges on a regular basis
• Compile weekly and monthly revenue reports in the absence of the Operations Manager
• Present revenue reports at Weekly OPS meeting.

• Overall management of Front Office Department
• Ensuring accurate Audit trail
• Implementing new innovative ideas of boosting the Revenue
• Ensure standards are met as per Mystery Guest Requirements
• Make sure the team understands the importance of turning a phone call into a sale
• Empower staff members to perform at their best and evaluating through Guest's feedback
• Monitor Guests questioners to evaluate areas of concerns
• Check reports to monitor occupancies through forecast
• Run the Front Office Department, Housekeeping and Operations
• Ensure that Budgets are met and Occupancies are high
• Staff Appraisal and Training.

• Responsible for Front Office Operation, Appraisals, Training ad Development, Housekeeping.
• Improved customer satisfaction by promptly addressing and resolving guest concerns and complaints.
• Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
• Enhanced team performance by providing ongoing coaching, feedback, and training opportunities for staff members.
• Collaborated with other department managers to develop strategies for improving overall hotel operations and guest experiences.
• Streamlined check-in/check-out processes, resulting in reduced wait times and increased guest satisfaction scores.
• Oversaw inventory management, ordering supplies as needed to maintain adequate stock levels and minimize waste.
• Implemented new procedures to optimize workflow efficiency within the front desk team.
• Monitored daily financial reports, reconciling discrepancies to ensure accurate accounting records were maintained at all times.
• Ensured compliance with all company policies, local regulations, and industry standards related to hotel operations.

• Events and Conferences
• Manage Functions Diary
• Government and Corporate contracting
• Proposals/ Invoices and Payments for Function and conferences
• Rates Management
• Pre planning meeting
• Function sheet meetings
• Menu tasting
• OPERA Sales and Catering.

• Enhanced guest satisfaction by providing exceptional customer service and promptly addressing their needs.
• Front Office Guest Service Attendant/Relief Duty Manager
• Streamlined check-in and check-out processes for improved efficiency, resulting in positive feedback from guests.
• Assisted in maintaining a clean and welcoming environment to ensure guest comfort throughout their stay.
• Front Office duties, daily administration duties
• Preparing Invoices
• Handling payments including forex.
• Maintained detailed records of guest preferences, enabling personalized experiences during repeat visits.

• Shortlead bookings
• Conference and Events
• All booking coming in within 45 days
• Invoicing and chasing for payment before handing the event to event managers
• Ensuring proper rooms and venues bookings
• Seating arrangements and Menus
• Micros OPERA and Sales and Catering.

• Reservations Duties, Invoicing, Payment and Refund administration
• Fidelio Hotel System
• Follow up on confirmations to ensure accurate arrivals.

• Guest Service at MVG Lounge
• Customer Interaction
• Promoted to Front Office Reservationist

• Hotel Management Trainee
• Practicals
• Learning the industry
• Front Office, F&B, Housekeeping, Bars and restaurant, Banqueting.