MS Word
Sisanda Mtsi
Front Office Manager
Ridgeway
Summary
I am a productive Front Office Manager with excellent skills in customer service, office management and administrative support. Remains professional and tactful in all situations with focus on increasing satisfaction and retention. Versed in managing vendor and service provider relationships while maintaining meticulous records.
Overview
15
15
years of professional experience
4
4
Languages
Work History
Front Office Manager
Protea Hotels By Marriott
Johannesburg
12.2023 - Current
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Implemented staff training programs, improving employee performance and team cohesion.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Managed daily room inventory to maximize occupancy rates and revenue generation.
- Created, prepared, and delivered reports to various departments.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Analyzed performance metrics to identify areas of improvement in front office operations, implementing changes for better efficiency.
- Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
Rooms Division Manager
ANEW Hotels
Pretoria
04.2023 - 11.2023
- Inspected rooms for damages and sufficient housekeeping practices.
- Coordinated with maintenance team to ensure timely repairs and preventive maintenance schedules in all guestrooms and public areas.
- Reviewed housekeeping supply charts and inventories.
- Enhanced communication between departments by holding regular cross-functional meetings to discuss operational challenges and improvements.
- Fostered a positive work environment through employee engagement initiatives, resulting in high retention rates.
- Streamlined operations for increased efficiency, focusing on staff scheduling and resource allocation.
- Upheld high standards for customer service and led by example.
Front Office Manager
Protea Hotel Roodepoort By Marriott
Johannesburg
09.2019 - 03.2023
- Oversaw daily operations of front desk, ensuring all guest interactions were handled with high professionalism.
- Handled guest complaints with empathy and professionalism, restoring satisfaction swiftly.
- Fostered culture of excellence within front office team, leading by example and encouraging continuous learning.
- Streamlined communication between front office and other hotel departments, improving overall operation efficiency.
- Increased repeat business by personalizing guest experiences and recognizing loyalty.
- Enhanced onboarding process for new front office staff, reducing time to full productivity.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
GUEST Relations Manager
Protea Hotel Fire & Ice! By Marriott
Johannesburg
06.2016 - 08.2019
- Provide a service that goes above and beyond the customer satisfaction and retention
- Devising and maintaining office systems including data management and filing
- Coordinate and manage communication between guest and staff and follow up to ensure complete service recovery
- Draft all complaint letters
- Analyse customer feedback and provide strategic direction to continuously improve overall rating
- Created monthly reports on guest feedback trends, providing valuable insights to guide improvements in operations and services.
Banqueting Co Coordinator
Protea Hotel Midrand
Midrand
01.2016 - 06.2016
- Ascertaining and noting clients exact needs when discussing the details of all functions
- Prompt, courteous responses and follow ups made to all enquiries
- Administration prior and after each event
- Maintaining effective communication by attending daily meetings and ensuring essential information is communicated to all relevant personnel
- Planning, overseeing and proper function coordination
- Ensure that all conferences and events are properly planned for and quoted for
- Oversaw project timelines, ensuring timely completion while maintaining attention to detail and accuracy of deliverables.
Travel Desk Manager
Professional Passenger Services
Midrand
07.2015 - 11.2015
- Streamlined booking processes for increased efficiency and reduced response times to client inquiries.
- Responsible to manage all aspects of the travel desk and related staff, guest and client
- Managed a high-performing team of travel consultants, fostering a positive work environment and supporting professional development.
- Effectively resolved escalated customer service issues, maintaining professionalism under pressure while preserving client loyalty.
Assistant Front Office Manager
African Pride Autograph Collection
Johannesburg
12.2014 - 06.2015
- Maintaining the required operating and service standards
- Controlling outstanding accounts and follow up for payment
- Meeting deadlines and tasks given by the Front Office Manager
- Maintain the reception desk by ensuring the front office standards and procedures
- Handling and resolving guest queries and complaints
- Guest comment management
- Leading, training and motivating the front office staff
- Balanced daily cash transactions, accurately maintaining financial records for the front office department.
Receptionist
African Pride Autograph Collection
Johanessburg
09.2013 - 12.2014
- Welcoming and registration of guests upon arrival
- Preparing guest invoices
- Deal with guest queries and arrange assistance as necessary
- Complete front office administration as directed
- Operate the switchboard and direct calls
- Deal with booking enquiries and take reservations
- Prepare various hotel operating reports
- Responded to inquiries from callers seeking information.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
Receptionist
Protea Hotel by Marriott Wanderers
Johannesburg
01.2012 - 09.2013
- Welcoming and registration of guests upon arrival
- Preparing guest invoices
- Deal with guest queries and arrange assistance as necessary
- Complete front office administration as directed
- Operate the switchboard and direct calls
- Deal with booking enquiries and take reservations
- Prepare various hotel operating reports
- Responded to inquiries from callers seeking information.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
Assistant Manager
Ga-Mhlanga Lodge
Vereenigeng
11.2010 - 05.2011
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed strong working relationships with staff, fostering a positive work environment.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
Promoter
Samplex
Johannesburg
11.2009 - 08.2010
- Managed promotional booth setup, creating attractive displays to draw in potential customers.
Education
Diploma - Hotel and catering Management
Jeppe College of Commerce And Computer Studies
Johannesburg 01.2009 - 01.2011
High School Diploma -
Sutherland High School
Centurion 01.2025 - 12.2008
Skills
Customer service
Relationship building
Documentation and control
Administrative skills
Personal Information
- ID Number: 8909261066082
- Date of Birth: 09/26/89
- Gender: Female
- Nationality: South African
Software
Excel
Outlook
Power Point
Timeline
High School Diploma -
Sutherland High School
01.2025 - 12.2008
Front Office Manager
Protea Hotels By Marriott
12.2023 - Current
Rooms Division Manager
ANEW Hotels
04.2023 - 11.2023
Front Office Manager
Protea Hotel Roodepoort By Marriott
09.2019 - 03.2023
GUEST Relations Manager
Protea Hotel Fire & Ice! By Marriott
06.2016 - 08.2019
Banqueting Co Coordinator
Protea Hotel Midrand
01.2016 - 06.2016
Travel Desk Manager
Professional Passenger Services
07.2015 - 11.2015
Assistant Front Office Manager
African Pride Autograph Collection
12.2014 - 06.2015
Receptionist
African Pride Autograph Collection
09.2013 - 12.2014
Receptionist
Protea Hotel by Marriott Wanderers
01.2012 - 09.2013
Assistant Manager
Ga-Mhlanga Lodge
11.2010 - 05.2011
Promoter
Samplex
11.2009 - 08.2010
Diploma - Hotel and catering Management
Jeppe College of Commerce And Computer Studies
01.2009 - 01.2011
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