SIPHELELE QUINTIN MEHLO
Pietermaritzburg,KZN
Summary
Personable Banqueting Manger and F&B Duty Manger with proven history of improving effectiveness of workplace communication and coordination. Computer-literate professional adapts quickly to new software and programs. Bringing strong written and verbal communication skills and proficiency in recordkeeping and growing and guiding a team.
Flexible offering a numbers years of experience facilitating operations in Hotel Front Office settings. Leverages skills for efficient office operation. Organized and attentive professional with demonstrated talent in administrative support.
Overview
10
10
years of professional experience
2
2
Languages
Work History
General Office Assistant
Safe Community/Safe Community APP
Pietermaritzburg, KwaZulu Natal
03.2021 - Current
- Data Collection and Analysis
- Testing App faults, new innovation.
- Sales (Cold calling)
- Control and command centre Agent, Customers Services.
- Assist IT department in identifying and fixing faults on the APP.
- Insure Relationship with stake holders and customers.
- Insure All reports or Alerts are attended to, and customers are assisted by stake holders.
Reservations, Front Office & Administrations
Summerhill Stud CC (Hartford Country House Hotel)
Mooi River, KwaZulu Natal
09.2019 - 12.2020
- Interpreted management directives to define and document administrative staff processes.
- Maintained accurate records of bookings on hotel reservation system and forecasted probable revenue streams.
- Arranged for group hotel bookings in collaboration with sales department for weddings and special events.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Prepared reports to assist business Owner & GM with key decision making and strategic operational planning.
- Standardized office structures and processes to promote collaboration and increased performance.
- Adjusted sales strategies to changing conditions, such as increased local competition and decreased industry rates.
- Oversaw quality control and productivity rates to increase revenue and production times.
- Maintained current and compliant financial records, monitoring and addressing variances through detailed analyses.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Spoke with local travel agents to arrange discounted hotel offers to improve booking levels.
- Provided follow through on all calls with confirmations and dissemination of requested information.
- Handled reservations and answered questions from interested patrons.
- 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.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Prepared customer invoices, accepted payments and processed refund and cancellation requests.
- Resolved various issues and discrepancies for customers.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of Hotel products, services and facilities.
- Provided customers with information about availability and pricing.
- Worked closely with front desk to achieve full occupancy of property.
- Transfer accommodation bookings from Nightbridge to opera and monitor future bookings
- Dates correspond with guests request/ nightbridge
- Data integrity
- Correct profile or opera
- Rate code and market code
- Payment details/ update method of payment on the system (MOP)
- Special occasion/estimated time of arrival/dinner options and dietaries or allergies
- Highlight VIPs
- Take restaurant & picnic bookings and capture accordingly on the diary/ restaurant book
- Placing Of all Orders (Food & Beverage, Housekeeping, Front Office and Maintenance (Pastel)
Banqueting Manager
Golden Horse casino F&B/Southern Sun PMB
Pietermaritzburg, KwaZulu Natal
09.2016 - 11.2018
- Organized banquet storage and surrounding areas to facilitate access to products and materials.
- Delegated tasks to staff members to maximize production under tight deadlines.
- Hired, trained and scheduled staff to maintain adequate coverage for successful operations.
- Established and maintained equipment inventory for accurate tracking, record keeping and to avoid loss.
- Managed budgeting and invoicing for both large and small-scale events.
- Performed cost-benefit analysis for corporate and social events.
- Followed safety procedures and incorporated safety equipment to reduce injury and loss.
- Interpreted instructions to schedule and set up events to client specifications.
- Liaised with the Executive Chef about event changes and implemented requested adjustments.
- Provided exceptional service to guests by immediately addressing needs and requests.
- Arranged furniture and equipment to maximize space and floor plan for seamless movement during functions.
- Set up and broke down conference and banquet rooms to meet facility standards and specifications.
- Supervised and mentored kitchen and serving staff.
- Oversaw timeliness and quality of food delivery at high-volume events.
- Coordinated weddings, reunions, and corporate meetings throughout banquet and conference spaces.
- Maintained clear and easy access to exits and fire lanes to prepare for emergencies.
- Helped General Manager & F&B Manager develop prices based on inventory costs and portion sizes.
- Reduced health risks and safety hazards by preparing beverage products consistently while creating cleaning schedules, restocking items.
- Enhanced sales by promoting products and assisting with creative menu selections.
- Oversaw food preparation and monitored safety protocols.
- Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment.
- Reduced financial inaccuracies by using opera and sale & cantering system while verifying receipts and invoices.
- Developed unique events and special promotions to drive sales.
- Handled money, balanced tills, processed credit card payment batches and prepared bank deposits, maintaining accuracy.
- Verified prepared food met standards for quality and quantity before serving to customers.
- Enhanced financial controls to minimize theft and loss risks, continuously maintaining accurate accounts and cash drawers.
- Contributed to annual performance appraisals by working with supervisors to achieve consistency and compliance with established procedures.
- Documented human resources records and maintained confidentiality of sensitive personal information.
- Updated Human Resources Information System maintained data accuracy.
- Maintained work structure by updating job requirements and job descriptions for positions.
- Advocated for staff members and counsel supervisors to identify and resolve conflicts.
- Reviewed and screened applicant resumes to identify qualified candidates.
- Planned and managed recruitment activities for new hires using strategic personnel, staffing and position management practices.
- Identified team weak points and implemented corrective actions to resolve concerns.
Front Office Supervisor /Hotel Reservationist
Southern Sun Pietermaritzburg
Pietermaritzburg, KwaZulu Natal
08.2013 - 08.2016
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Interpreted management directives to define and document administrative staff processes.
- Coached employees through day-to-day work and complex problems.
- Communicated corporate objectives across divisions through regular correspondence and scheduled status updates.
- Oversaw quality control and productivity rates to increase revenue and production times.
- Utilized client and staff feedback to maintain customer partnerships and increase revenue.
- Assisted staff with troubleshooting and resolution of software and hardware issues to minimize downtime.
- Assisted General Manager with interviewing potential employees by asking appropriate questions and providing feedback after interviews.
- Maintained current and compliant financial records, monitoring and addressing variances through detailed analyses.
- Dispersed petty cash to employees and collected and managed receipts.
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
- Standardized office structures and processes to promote collaboration and increased performance.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Created, documented and updated company policies to guide front office personnel in service excellence and industry best practices.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Monitored and evaluated personnel performance to complete annual reviews, recommend advancement or address productivity concerns.
- Aggregated and analyzed data related to administrative costs to prepare budgets for management.
Guest Service Agent
Southern Sun Pietermaritzburg
Pietermaritzburg, KwaZulu Natal
05.2013 - 08.2013
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Recommended hotel services or amenities that guest may find useful.
- Assisted guests with check-ins, account inquiries and any additional services needed.
- Provided guest assistance and recommendations for tourist attractions.
- Resolved sources of dissatisfaction and implemented processes to prohibit future service obstacles.
- Maintained consistent positive customer feedback.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Assisted guests by furnishing information and directions to casino, Conference centre and dining areas.
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- Ran reports detailing daily guest numbers, accounting expenses and income and room service usage.
- Educated guests on hotel security features and instructed on important information regarding safety processes and procedures.
- Collected room deposits, fees and payments.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Collaborated with team members to handle guest requirements from check-in through check-out.
Hotel Night Auditor
Golden Horse Casino
Pietermaritzburg, KwaZulu Natal
11.2012 - 04.2013
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Balanced hotel accounts and resolved discrepancies.
- Performed nightly updates to room charges and rates.
- Set up and entered financial data into spreadsheets using Microsoft Excel.
- Performed daily inventory for keys and linens and detailed information in audit reports.
- Assessed data and information to verify entry, calculation and billing code accuracy.
- Reported financial data and updated financial records in ledgers and journals.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Tracked business revenue and expenditures and reconciled accounts to maintain high accuracy.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Kept accounts in balance and ran daily reports to verify totals.
- Verified deposits, rectified discrepancies and processed end-of-day paperwork using Opera -PMS with 100% accuracy.
- Applied mathematical abilities to calculate and check figures in accounting systems.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Investigated daily variances and corrected errors to resolve discrepancies.
- Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
- Reviewed daily financial statements and completed end-of-day paperwork in with 100% accuracy.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Entered customer data into room system and updated information when patrons changed rooms.
- Called guests requiring wake-up calls within two minutes of scheduled call, constantly maintaining positive and welcoming.
- Updated customer accounts with add-on room charges, minibar use and room service bills.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Applied proper codes to invoices, files and receipts to keep records organized and easily searchable.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
Porter
Golden Horse Casino Hotel
Pietermaritzburg, KwaZulu Natal
03.2012 - 11.2012
- Assessed high-traffic areas, hallways, lobby areas and reception for cleanliness.
- Completed sweeping, mopping and window-cleaning.
- Performed cleaning and maintenance duties as directed.
- Increased workplace safety by immediately reporting potential hazards.
- Adhered to company safety regulations and SHE requirements.
- Demonstrated commitment through impeccable attendance and quality performance.
- Communicated with coworkers and managers about completed duties.
- Worked on cleaning team to service hotels, offices and other commercial buildings.
- Assisted with special facility events by preparing rooms, installing decorations and transporting supplies.
- Emptied waste paper and other trash from premises and moved to appropriate receptacles.
- Followed safety standards and established SOPs when handling, mixing and storing hazardous chemicals.
- Promoted building security by locking doors and checking electrical appliances for safety hazards.
- Transferred luggage, bags and other items from vehicles and main lobby to and from guest rooms with wheeled cart.
- Explained important features of guest rooms to travelers.
- Delivered newspapers, mail, packages, faxes, and check-out invoices to guest rooms.
- Escorted guests to assigned rooms and transported luggage.
- Posted and maintained public area signage for hotel.
- Greeted arriving guests and assisted with luggage, sports equipment and pets.
- Notified front desk manager of any guest issues in need of additional attention.
- Maintained lobby in pristine condition and kept trash promptly emptied.
- Escorted guests to and from rooms and assisted with baggage.
- Responded immediately to any guest requests or concerns and promptly resolved issues.
- Provided guests with information regarding hotel's amenities, local attractions, nightlife, dining options, museums and concerts.
- Maintained knowledge of destination and answered customer questions within scope of understanding.
- Opened doors and transported luggage for customers with care and efficiency.
- Filed and ordered guest paperwork and transaction details to support bookkeeping and business operations.
- Organized guest keys in systematic order for timely acquisition and delivery of vehicle.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Banqueting Attendant
Golden Horse Casino Hotel
Pietermaritzburg , KwaZulu Natal
05.2011 - 04.2012
- Guided arriving guests to tables, took drink orders and relayed information to bartenders.
- Stayed up-to-date on menu changes to help customers make food choices.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Checked identification for minimum age for sale of alcoholic beverages.
- Returned reusable goods and serving equipment for inventory and restock.
- Monitored dietary restrictions and served guests with special needs.
- Executed synchronized meal service simultaneously serving multiple guests.
- Delivered catered food and supplies to facility for on-time set-up.
- Supervised restocking of salad bar and buffet for lunch and dinner service.
- Answered guest questions about event plans and food service choices.
- Adapted service based on customer requests and kitchen readiness.
- Provided friendly, courteous service to create memorable moments for guests.
- Applied wine and spirit expertise toward recommending appropriate parings for chosen meals and personal tastes.
- Maintained flexible work schedule to meet event needs.
- Arranged linens and table settings according to seating plan and event theme.
- Maintained event cleanliness during service by promptly clearing dishes after each course.
- Served appetizers, delivered entrees and refilled beverages for banquet guests.
- Circulated appetizer and drink trays smoothly around events to offer selections to guests.
- Supervised set up of banquet food stations and coordinated service to multiple dining areas.
- Inspected dishes and utensils for cleanliness.
- Managed food resources, memorized orders and coordinated customer service.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business.
- Quickly reset and cleaned up tables after customers left to enable speedy turnaround and guest flow.
- Supervised dining table set-up to prepare for diversity of event types, following strict service standards.
- Bussed and reset tables to keep dining room and work areas clean.
- Stored food in designated containers and storage areas to increase shelf life, improve kitchen organization and provide easy access during busy peak service times.
- Monitored dining rooms for seating availability as well as service, safety and well-being of guests.
- Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service.
- Presented food and beverages on buffet tables and drink stations in line with formality and specifications of each event.
- Prepared for events by setting up bar, stocking supplies and arranging tables.
- Set and reset tables to support serving staff.
- Prepared wide variety of mixed drinks by applying extensive cocktail knowledge.
- Checked ID cards and verified bar guests were of legal age.
- Closed out cash register and prepared cashier report at close of business.
- Responded to guest questions and requests with friendly and knowledgeable service.
- Set up glassware, liquor and other necessary supplies for special events.
- Prepared garnishes by evenly slicing and pitting fruits.
- Managed bar inventory, restocked supplies and placed orders for spirits, beer, wines and mixers.
- Prepared custom drink orders by accurately measuring and mixing house ingredients.
Education
Tsogosun New Manager’s Development Program (GIBS) - Tsogosun Development Coach Programme
Gordon Institute of Business Science
JohannesburgGrade 12 -
Heritage Academy
Prestbury, PietermaritzburgSkills
Strategic planning
Scheduling
Planning and Coordination
Bookkeeping
Excellent Communication
Training and Development
Analytical and Critical Thinking
Micros Software Proficiency
First Aid/CPR
Decision Making
Written Communication
Flexible and Adaptable
Active Listening
Interpersonal Communication
Attention to Detail
Timeline
General Office Assistant
Safe Community/Safe Community APP
03.2021 - Current
Reservations, Front Office & Administrations
Summerhill Stud CC (Hartford Country House Hotel)
09.2019 - 12.2020
Banqueting Manager
Golden Horse casino F&B/Southern Sun PMB
09.2016 - 11.2018
Front Office Supervisor /Hotel Reservationist
Southern Sun Pietermaritzburg
08.2013 - 08.2016
Guest Service Agent
Southern Sun Pietermaritzburg
05.2013 - 08.2013
Hotel Night Auditor
Golden Horse Casino
11.2012 - 04.2013
Porter
Golden Horse Casino Hotel
03.2012 - 11.2012
Banqueting Attendant
Golden Horse Casino Hotel
05.2011 - 04.2012
Tsogosun New Manager’s Development Program (GIBS) - Tsogosun Development Coach Programme
Gordon Institute of Business Science
Grade 12 -
Heritage Academy