Thamela Alicia Felem
cape town
Summary
I am a highly motivated and service-oriented professional with over 9 years of experience in luxury hospitality, guest relations, administration, and health & safety management. Skilled in delivering exceptional guest service in 5-star environments, maintaining high operational standards, and supporting health and safety compliance. Proven ability to work effectively in fast-paced, multicultural settings, with a strong focus on teamwork, attention to detail, and customer satisfaction. Ready to bring my dedication, work ethic, and adaptable nature to the unique demands of the cruise ship industry.
Overview
16
16
years of professional experience
2018
2018
years of post-secondary education
1
1
Language
Work History
Admin Clerk (with Health & Safety Responsibilities)
Department of Health
11.2018 - Current
- Coordinated and maintained health and safety records for the department, ensuring compliance with legal and organizational standards.
- Assisted with the implementation of occupational health and safety procedures in line with government regulations.
- Supported health and safety inspections and audits by maintaining accurate records and following up on identified risks or non-conformances.
- Assisted in the development and communication of risk assessments, incident reports, and safety protocols.
- Provided administrative support for health and safety committees, including minute-taking, reporting, and filing of safety documentation.
- Promote a safe and healthy working environment by raising awareness of health and safety policies among staff.
- Managed administrative functions, including data capture, records management, and interdepartmental communication.
- Analyzed data for accuracy before input, ensuring alignment with compliance standards
- Oversaw office stock management and maintained smooth operational processes in support of service delivery.
Guest Service Officer
One & Only Luxury Hotel
01.2014 - 08.2018
- Delivered exceptional, personalized service to guests from check-in through check-out, ensuring a warm and memorable experience.
- Handled guest inquiries, complaints, and special requests professionally and promptly, ensuring guest satisfaction and loyalty.
- Managed reservations, bookings, and room allocations using advanced Property Management Systems (PMS).
- Provided accurate information on hotel services, facilities, promotions, and local attractions to enhance the guest experience.
- Processed payments accurately, handling cash, credit cards, and foreign currency in line with financial controls.
- Maintained detailed guest records, preferences, and feedback for service personalization.
- Coordinated with Housekeeping, Maintenance, and F&B teams to ensure seamless guest service.
- Ensured compliance with health, safety, and security procedures, creating a safe environment for guests and staff.
- Managed VIP, long-stay, and group bookings with high attention to detail and discretion.
- Assisted management with daily front office operations and shift handovers for consistent service delivery.
- Handled concierge services, transportation arrangements, and special guest needs efficiently.
- Promoted loyalty programs and upsold hotel services to maximize revenue and enhance guest satisfaction.
Waiter – Fine Dining (5-Star Hotel)
One & Only Luxury Hotel
01.2010 - 06.2013
- Provided personalized, professional table service to guests according to 5-star hospitality standards.
- Delivered fine dining experiences with attention to presentation, timing, and service etiquette.
- Presented menus, explained specials, and offered expert recommendations on food and wine pairings.
- Took accurate orders and coordinated with kitchen and bar teams for efficient service.
- Delivered food and beverages with precision, ensuring guest satisfaction throughout the dining experience.
- Maintained clean, organized, and elegant dining spaces, upholding hygiene and service standards.
- Handled guest complaints or special requests diplomatically to ensure a positive experience.
- Maintained in-depth knowledge of menu items, ingredients, allergens, and dietary requirements.
- Promoted upselling of premium menu items and beverages to enhance guest experiences and boost revenue.
- Followed strict health and safety regulations, ensuring full compliance with HACCP standards.
- Assisted in organizing VIP events, private dining, and special functions.
- Provided discreet, professional service to high-profile international guests.
- Collaborated with hosts, chefs, and supervisors to deliver seamless, high-quality service.
Education
Higher National Diploma - Public Management
Cape Peninsula University of Technology
Skills
Exceptional Customer Service & Guest Relations
Fine Dining & Food & Beverage Service (5-Star Standards)
Front Office & Administrative Support
Health & Safety Procedures & Compliance (OHS)
Handling Guest Inquiries, Complaints, & Problem Solving
Multitasking & Working Under Pressure
Effective Communication (Verbal & Written)
Attention to Detail & Organization
Teamwork & Collaboration in Multicultural Environments
Stock Control & Inventory Management
Reservations & Property Management Systems (PMS)
Strong Work Ethic & Positive Attitude
References
Mr, Matiwane, 073 964 7354, One & Only Luxury Hotel
Additional Information
- Driver’s License: Valid
- Passport: Valid
- Prepared to Complete STCW Basic Safety Training and ENG1 Medical Certification
- Strong Knowledge of Health & Safety Compliance (OHS): Valid
- First aid: Valid
- Fire fighter Marshal: Valid
Timeline
Admin Clerk (with Health & Safety Responsibilities)
Department of Health
11.2018 - Current
Guest Service Officer
One & Only Luxury Hotel
01.2014 - 08.2018
Waiter – Fine Dining (5-Star Hotel)
One & Only Luxury Hotel
01.2010 - 06.2013
Higher National Diploma - Public Management
Cape Peninsula University of Technology