Sanele Tshonaphi
Mthatha
Summary
Experience in Front Office and Housekeeping, with a passion for providing exceptional guest service. Known for warm and friendly demeanor, consistently goes above and beyond to assist guests in any situation. Collaborates closely with team members to create a positive and memorable guest experience. Proven track record in busy and successful settings, adept at handling high-pressure situations while maintaining professionalism and efficiency.
Overview
4
4
years of professional experience
Work History
Front Desk Agent
Arjaan by Rotana
12.2023 - 07.2024
- Property Name: Arjaan by Rotana Dubai Media City.
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Increased customer loyalty with exceptional communication skills and personalized service.
Rooms Division
The Union Club Hotel
07.2022 - 07.2023
- Property Name: The Union Club Hotel (By Marriot and Autograph Collection)
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Maintained clean, safe and orderly procedure rooms, storage areas, dressing rooms and film storage areas.
- Maintained cleanliness of the lobby, auditorium, and restrooms for a welcoming environment.
- Washed and folded towels and linens to properly stock guest rooms.
- Contributed to a welcoming environment by maintaining clean and organized common areas such as lobbies and conference rooms.
- Collaborated with housekeeping staff to maintain high standards of cleanliness in guest rooms and common areas.
Housekeeping and F&B
Liz McGrath Collection
03.2020 - 04.2021
- Employer Name: Liz McGrath Collection which trades as The Cellars-Hohenort Hotel
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Sanitized all kitchen surfaces, wiped down cabinets, and swept and mopped floors
- Disposed of trash and recyclables each day to avoid waste buildup.
- Maintained pristine hotel appearance, performing thorough cleaning of lobby, hallways, and other public spaces.
- Liaised with other departments to coordinate housekeeping requirements and resolve issues and concerns.
- Restocked towels and amenities in bathrooms, bedrooms and kitchen spaces.
- Changed bed linens and collected soiled linens for cleaning.
- Handled requests for extra linens, toiletries and other supplies.
- Rotated linens in storerooms and replenished when supplies ran low.
- Washed and put away kitchen dishes, utensils and glassware.
Front Desk Rotational
Kalahari Resorts and Conventions
12.2018 - 12.2019
- Enhanced guest satisfaction by providing efficient check-in and check-out processes.
- Improved overall guest experience by maintaining a clean and welcoming reception area.
- Handled sensitive guest information with discretion, adhering to strict data privacy guidelines set forth by the company.
- Streamlined front desk operations for increased efficiency and improved customer service.
- Deliver food and drinks to guests including appetizers and plated dinners.
- Serving and refilling alcoholic and non-alcoholic beverages.
- Assist with post event cleaning.
- Provide a positive and memorable dining experience for guests
- Work under pressure
- Maintaining a clean and neat dining room area.
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Engaged with guests on room requirements and amenities to promote overall satisfaction.
- Disposed of trash and recyclables each day to avoid waste buildup.
- Participated in regular inspections, continuously improving the overall cleanliness of assigned areas.
Education
NDiploma - Travel and Tourism
College of Cape Town
Cape Town07.2021
Skills
- Communication
- Leadership
- Problem Solving
- Creative
- Adabtabilty
- Time Management
- Attention to detail
- Active listening
- Custormer Service
- Teamwork
Personal Information
- Date of Birth: 01/14/95
- Nationality: South African
- Title: Housekeeping or Guest Services
References
1.Nebiyu Solomon
Cluster Learning and Development Officer
Arjaan by Rotana - Dubai
Tel: +971 (0) 4 436 0000
Email: nebiyu.solomon@rotana.com
2.Jordan DePaul
Recruiting and Internship Experience Manager
The Union Club Hotel
Tel: +1(765)-496-5105 | jordan.depaul@whitelodging.com
3.Kholiswa Menemene
Human Resources Manager The Cellars-Hohenort
Tel: 021 794 2137 ext : 2212
Email: hr@collectionmcgrath.com
4.
Adrianna Vazquez
Retail and Activities Manager
Kalahari Resorts and Conventions
Tel: +1(570)-216-5489 ext. 21281
Email: advazquez@kalahariresorts.com
Timeline
Front Desk Agent
Arjaan by Rotana
12.2023 - 07.2024
Rooms Division
The Union Club Hotel
07.2022 - 07.2023
Housekeeping and F&B
Liz McGrath Collection
03.2020 - 04.2021
Front Desk Rotational
Kalahari Resorts and Conventions
12.2018 - 12.2019
NDiploma - Travel and Tourism
College of Cape Town
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