Puseletso Rudolph Moganetsi
Front Office Duty Manager
Summary
Multi-tasking Manager well-known for creating positive workplace culture and high-performing teams. Demonstrated [Product or Service] expertise, including competitive offerings, pricing, and market positioning.
Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
11
11
years of professional experience
Work History
Front Office Duty Manager
Palala Boutique Game Lodge & Spa
11.2020 - Current
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Launched quality assurance practices for each phase of development
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Streamlined check-in and check-out processes for improved guest experience and reduced wait times.
- Participated in developing marketing strategies aimed at attracting more customers while retaining existing ones.
- Established effective shift scheduling for front office staff, ensuring optimal coverage during peak hours and balanced workloads for team members.
- Implemented new reservation management system, leading to increased accuracy in bookings and enhanced guest experience.
Reservation Agent/ Front Desk Team Leader
Anantara The Palm Dubai Resort
03.2018 - 03.2020
- Provided customers with information about availability and pricing.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Maintained high levels of efficiency by managing multiple phone lines and email correspondence for reservation requests and adjustments.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Handled billing information over phone.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Resolved various issues and discrepancies for customers.
- Provided personalized assistance for guests with specific needs or requests, fostering positive relationships and repeat business.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Worked closely with front desk to achieve full occupancy of property.
- Boosted revenue with upselling additional services such as room upgrades, meal plans, and special event bookings.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
- Maintained awareness of types of rooms available in different resort locations.
- Consistently met performance targets in both call handling time and customer service ratings, contributing to the overall success of the reservations department.
Front Office Attendant
Hilton Garden In Dubai Mall of the Emirates
03.2016 - 02.2018
- Process and confirm guest room reservations made by clients on the phone, letter or fax.
- Show complete product knowledge, understand rate structure and apply rate management.
- Remain up to date with all the promotions in and around the hotel and follow established procedures to process all room reservations, rates, confirmations, hotel facilities.
- Maintains complete knowledge of PMS and manual systems.
- Greeting and thanking guests in a sincere, friendly manner.
- Operating switchboard and assisting with inquiries.
- Anticipating and addressing guests' need`s and resolving their problems and complaints.
- This is a 4 Star property that is located within the heart of Dubai and close to one of the biggest Malls in the UAE. 370 air-conditioned rooms featuring refrigerators and DVD players. Wired and wireless Internet access is complimentary.
- Promoted hotel services and amenities persuasively to increase revenue through upselling or cross-selling opportunities.
- Coordinated with other departments effectively to address any special requests or needs of VIP guests promptly.
Front Desk Agent
Novotel & Ibis Abu Dhabi Gate Hotel
11.2014 - 02.2016
- Greeting and thanking guests in a sincere, friendly manner.
- Anticipating and addressing guests' need`s and resolving their problems and complaints.
- Operating switchboard and assisting with inquiries.
- Posting charges to appropriate guest accounts and processing check in & check out.
- Correcting guest bills and ensure that there are no discrepancies.
- Complying with company procedures and safety policies.
- Ensuring that the arrival prep is done and communicating with other departments regarding guest's request.
- The 4-star Novotel Abu Dhabi Gate hotel is ideally located between Abu Dhabi Gate City and Bain Al Jessrain in Rabdan Area. The three vibrant restaurants, pool bar and Hookah lounge make this hotel so perfect for both business or leisure. Flexible and intimate conference rooms to facilitate productive and memorable meetings, trainings and events.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
Front Desk Agent
Novotel & Ibis Abu Dhabi Gate Hotel
11.2014 - 02.2016
- Greeting and thanking guests in a sincere, friendly manner.
- Anticipating and addressing guests' need`s and resolving their problems and complaints.
- Operating switchboard and assisting with inquiries.
- Posting charges to appropriate guest accounts and processing check in & check out.
- Correcting guest bills and ensure that there are no discrepancies.
- Complying with company procedures and safety policies.
- Ensuring that the arrival prep is done and communicating with other departments regarding guest's request.
- The 4-star Novotel Abu Dhabi Gate hotel is ideally located between Abu Dhabi Gate City and Bain Al Jessrain in Rabdan Area. The three vibrant restaurants, pool bar and Hookah lounge make this hotel so perfect for both business or leisure. Flexible and intimate conference rooms to facilitate productive and memorable meetings, trainings and events.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
Education
Occupational Health & Safety Management
Diploma - Tourism Management
01.2012
GRADE 12 OR MATRIC - undefined
01.2008
Skills
Front desk operations
Employment References
- Ms. Nandipha Nkonzo - Palala Boutique - Assistant Operational Manager - 071 379 0063
- Mr. Patrick Shoba, Hilton Hotels, Duty Manager - 073 723 1585
- Mr. Shadreck Muyengwa - Palala Boutique - Front Office Manager - 064 630 9471
Own Vehicle
Code 10 - Light passenger Vihecle
Availability Notice Period
One-month service period is required
Personal Information
- Citizenship: South African
- Date of Birth: 07/12/1989
- Marital Status: Single
- Children: 1
Timeline
Front Office Duty Manager - Palala Boutique Game Lodge & Spa
11.2020 - Current
Reservation Agent/ Front Desk Team Leader - Anantara The Palm Dubai Resort
03.2018 - 03.2020
Front Office Attendant - Hilton Garden In Dubai Mall of the Emirates
03.2016 - 02.2018
Front Desk Agent - Novotel & Ibis Abu Dhabi Gate Hotel
11.2014 - 02.2016
Front Desk Agent - Novotel & Ibis Abu Dhabi Gate Hotel
11.2014 - 02.2016
Vaal University of Technology - Diploma, Tourism Management
Buhlebemfundo Secondary School - GRADE 12 OR MATRIC,
- , Occupational Health & Safety Management