RUTH KUDINHA
Hospitality
Cape Town,WC
Summary
Guest Services Manager coordinating VIP arrivals, guest recovery, and concierge support for international travelers. Manages personalized transport, excursion bookings, and itinerary planning while resolving 11+ guest escalations per week quickly to protect guest satisfaction and online reputation. Partners with hotel teams to deliver seamless service across the full stay experience.
Overview
3
3
Languages
3
3
Certifications
2027
2027
years of professional experience
Work History
Senior Duty Manager & Guest Liaison
O'two Boutique Hotel
10.2019 - Current
- Team Leadership & Operational Excellence: Lead, schedule, and direct a cross-functional front-of-house team of 30+ staff members (Duty Managers, Receptionists, Housekeeping, Concierge, and Security), ensuring continuous, high-touch 24/7 guest service delivery.
- Financial Oversight & Revenue Control: Direct daily financial operations, auditing Business on Books (BOB) tracking, balancing daily revenue reports, and executing precise petty cash reconciliations with zero margin for error.
- Service Recovery & Guest Retention: Resolve complex guest escalations promptly using proactive service recovery strategies, consistently upholding premium guest satisfaction ratings and positive online reviews.
- Systems & Administrative Management: Manage master shift rosters, interdepartmental handovers, and real-time reservation software across Room Raccoon and protel PMS to optimize room inventory and check-in workflows.
- VIP Concierge Operations: Orchestrate end-to-end guest experiences, including luxury transport logistics, high-end excursion bookings, and personalized itinerary planning for international guests.
Hostess & Waiting Staff
Cubana
07.2014 - 09.2019
- High-Volume Hospitality: Managed seating logistics, waitlists, and guest flow during peak service hours in a high-volume hospitality environment, optimizing table turnover while delivering attentive service.
- Point-of-Sale & Financial Integrity: Handled daily cash balancing, credit card transactions, and POS operations with speed and accuracy under fast-paced shift conditions.
- Cross-Departmental Synergy: Coordinated seamlessly with kitchen and bar teams to maintain steady service pacing, guest satisfaction, and strict compliance with health and safety standards.
Receptionist
Holiday Inn
2012 - 2014
- Greeted and assisted guests with check-in and check-out procedures.
- Managed phone inquiries, providing information on hotel services and local attractions.
- Resolved guest complaints promptly, enhancing overall customer satisfaction.
- Coordinated communication between departments to ensure seamless guest experiences.
- Maintained accurate records of guest reservations and cancellations using hotel management software.
Education
No Degree -
Mutare Girls High School
ZimbabweEmpowerafriq - International Tourism & Hospitality
EmpowerAfriq Skill Academy International
Capetown SouthAfrica 01.2025
Skills
Room Raccoon PMS
protel PMS
Front desk management software
Booking engines
Master shift scheduling
Daily revenue audits
Petty cash reconciliation
BOB reporting
Inventory & purchasing
Interdepartmental coordination
Night audit
Occupancy forecasting
Rooms division operations
Guest relations management
Hotel reservations
Concierge services
Complaint resolution
Luggage handling
Certification
Short Course Certificate in International Tourism & Hospitality
References
- Ashley, Mushonga, Room Division Manager, O'two Boutique Hotel, +27 21 180 4433, +27 67 636 6786, O'two Boutique Hotel
- Cynthia, Jabu, Manager, Cubana, +27 21 557 7320, Cubana
Timeline
Senior Duty Manager & Guest Liaison
O'two Boutique Hotel
10.2019 - Current
Hostess & Waiting Staff
Cubana
07.2014 - 09.2019
Receptionist
Holiday Inn
2012 - 2014
No Degree -
Mutare Girls High School
Empowerafriq - International Tourism & Hospitality
EmpowerAfriq Skill Academy International