Phindokuhle Dlamini

• Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
• Greeted guests upon arrival by providing warm welcome.
• Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
• Streamlined communication between departments, ensuring efficient service delivery to guests.
• Explained security policies and procedures to guests and hotel staff to promote visitor confidence and safety.
• Created welcoming and comfortable environment for guests.

• Increased customer satisfaction by efficiently handling inbound and outbound sales calls.
• Navigated multiple software platforms concurrently while engaging customers in conversations, enhancing multitasking skills in a fast-paced environment.
• Boosted revenue by identifying up-selling and cross-selling opportunities during customer interactions.
• Utilized CRM systems proficiently to track customer interactions, ensuring accurate records for future reference and followups.
• Reduced average call times by quickly addressing customer inquiries and resolving issues proactively.
• Exceeded monthly sales targets through effective prospecting, lead generation, and closing techniques.
• Generated leads and established relationships with potential customers through outbound telephone calls.

• Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
• Trained team members on performance metrics and consumer behavior identification.
• Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
• Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
• Enhanced team performance with consistent coaching, feedback, and development opportunities.
• Maintained open lines of communication between management and staff, fostering a transparent workplace culture that encouraged collaboration and innovation.

• Fostered a culture of accountability and continuous improvement within the escalation team, inspiring high levels of commitment and job satisfaction.
• Showcased excellent multitasking abilities while managing multiple high-priority escalations simultaneously without sacrificing quality or attention to detail.
• Developed strong relationships with internal departments to expedite issue resolution, fostering cross-functional collaboration.
• Improved customer satisfaction by quickly identifying and resolving escalated issues.
• Assisted in creating comprehensive reports on key metrics related to escalations, informing data-driven business decisions.

• Accurately processed payments and balanced daily cash drawer, maintaining financial integrity at the front desk.
• Maintained an organized, welcoming lobby area to create a positive first impression for visitors.
• Enhanced guest satisfaction by efficiently managing check-ins and checkouts.
• Utilized reservation software proficiently, ensuring quick response times during high call volumes.
• Enhanced customer satisfaction by efficiently managing reservations and promptly addressing inquiries.
• Proactively communicated potential availability issues or overbooking concerns with management to find solutions before impacting guest experience.
• Handled billing information over phone.
• Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.

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• Learned proper procedures for handling biohazardous materials, minimizing risk of contamination or illness among guests and coworkers alike.
• Adhered to safety guidelines and protocols during the trainee period, minimizing accidents and injuries in the workplace.
• Gained proficiency in operating various cleaning equipment for optimal results.
• Supported senior housekeepers with the completion of large-scale tasks, contributing to a well-maintained facility.
• Improved room cleanliness by learning and implementing proper housekeeping techniques.
• Restocked towels and amenities in bathrooms, bedrooms and kitchen spaces.

• Addressed guest inquiries in a professional manner via phone calls, emails, or face-to-face interactions.
• Coordinated with sales department for group bookings, ensuring smooth arrival and departure experiences for large parties.
• Provided exceptional concierge services by making restaurant reservations or arranging transportation as requested by guests.
• Built rapport with returning guests through genuine interactions and personalized service, fostering loyalty and repeat business.
• Welcomed each new arrival pleasantly and confirmed reservations and identification.

• Kept supplies in sufficient stock by assessing inventory levels and reporting lower stock items.
• Strictly followed sanitation and food safety guidelines as required by regulatory agencies and company.
• Distributed food during busy peak periods to drive customer satisfaction.
• Kept register accurate through correct billing, payment processing, and cash management practices.
• Utilized POS system to receive and process food and beverage orders.
• Handled cash transactions accurately while maintaining confidentiality of customer financial information.

• Cleaned kitchen counters, refrigerators, and freezers.
• Mastered proper knife skills to efficiently complete vegetable cuts, meat trimming, and filleting tasks.
• Prepared mise en place prior to service hours for seamless execution of menu items during peak times.
• Received positive feedback from supervisors for exceptional teamwork and adaptability during busy shifts.
• Learned essential time-management strategies while working under pressure in fast-paced kitchen environments.
• Assisted head chef in creating innovative dishes for daily menus, resulting in increased customer satisfaction.