Sibongile Joy Ntsibande

Provide guest support using product knowledge and tailored travel solutions.

• Handle guest enquiries, managing booking changes and service requests professionally.
• Handle guest enquiries, managing booking changes and service requests professionally.
• Resolve guest concerns and escalations using proven service recovery techniques.
• Build strong guest relationships aligned with company policies to drive loyalty.
• Coordinate with internal departments for seamless experiences and quick issue resolution.
• Meet quality assurance and service performance targets in fast-paced environments.
• Maintain accurate guest records and detailed case notes in company systems.

• Managed guest check-in and check-out processes using Opera PMS, ensuring accurate billing and room assignments.
• Coordinated reservations, cancellations, and modifications to ensure accurate room availability in Opera PMS.
• Responded promptly to guest inquiries and fulfilled special requests, liaising with appropriate departments to achieve guest satisfaction.
• Facilitated communication with housekeeping, maintenance, and other hotel departments to support seamless operations.
• Processed guest payments and generated invoices, ensuring accuracy in cash handling and foreign currency transactions.

• Managed room reservation processes using Opera PMS, ensuring efficient handling of bookings, cancellations, and amendments.
• Provided prompt and accurate responses to reservation inquiries through phone, email, and third-party platforms, detailing room availability, rates, and amenities.
• Coordinated with front desk, housekeeping, and sales teams to provide seamless guest experiences and address special needs.
• Contributed to revenue optimization by identifying and promoting upselling opportunities in line with the hotel's pricing strategies.
• Ensured data accuracy by entering and updating guest information, special requests, and billing details in the reservation system.
• Developed and analysed detailed reservation reports to monitor occupancy rates and identify emerging trends.
• Ensured strict adherence to company policies, data privacy laws, and PCI compliance standards in all reservation activities.

• Managed guest check-in and check-out processes with proficiency in Opera PMS, ensuring precise billing and room allocation.
• Processed various payment transactions including cash, credit, and foreign currency, and proficiently generated accurate invoices using Opera PMS.
• Coordinated reservations, cancellations, and modifications, ensuring accurate reflection of current room availability in Opera PMS.
• Responded to guest inquiries and fulfilled special requests, collaborating with departments to enhance overall guest satisfaction.
• Maintained effective communication with housekeeping, maintenance, and other service departments to facilitate smooth hotel operations.
• Vigilantly monitored guest safety and security, strictly adhering to hotel policies and emergency procedures.
• Executed administrative tasks with precision, including filing, recordkeeping, and preparation of daily operational reports to support smooth operations.

• Managed daily operations at beauty bar, ensuring service efficiency and compliance with company standards to enhance customer satisfaction.
• Delivered exceptional client experiences by addressing inquiries, resolving complaints, and maintaining high service standards to foster loyalty.
• Led recruitment, training, and supervision of beauty therapists and support staff to foster a positive work environment.
• Monitored stock levels, managed inventory of beauty products and equipment, and executed timely orders to maintain supply.
• Administered budgeting, pricing, and financial transactions to ensure profitability and cost-effectiveness.
• Developed and executed marketing strategies, including promotional events and social media campaigns, to expand client base and retain customers.
• Maintained compliance with health and safety regulations, ensuring the beauty bar met all cleanliness and hygiene requirements.
• Compiled and presented reports on sales, expenses, and staff performance to senior management, supporting informed strategic decision-making.

• Managed guest inquiries and special requests through prompt coordination with hotel departments, enhancing overall guest satisfaction.
• Managed guest check-in and check-out procedures with proficiency in Opera PMS, ensuring accurate billing and room assignments.
• Coordinated reservations, cancellations, and modifications while ensuring accurate room availability in Opera PMS.

• Managed high-volume incoming calls, providing prompt and courteous service to enhance guest satisfaction as a Hotel Switchboard Operator.
• Coordinated guest requests with precision, contributing to a seamless and enjoyable stay experience.
• Processed room service orders efficiently, ensuring guest satisfaction and adherence to hotel standards.
• Utilised Micros POS system to streamline operations and deliver efficient service.
• Operated various systems to enhance operational efficiency. the Opera Property Management System to maintain high levels of operational efficiency.
• Excelled in a fast-paced environment, effectively multitasking to meet the demands of the role.