Thandazile Zibi
Guest Service Agent
Cape Town,WC
Summary
Detail-oriented Guest Service Agent with a strong focus on guest communication, problem-solving, and customer satisfaction. Proven ability to manage multiple requests in a fast-paced environment while ensuring seamless guest experiences.
Overview
11
11
years of professional experience
Work History
Guest Service Agent
President Hotel
09.2024 - Current
- Deliver personalized, high-quality guest service throughout the guest journey, from pre-arrival to departure.
- Manage Travel Desk and Concierge enquiries, providing expert recommendations on tours, attractions, restaurants, activities, and transportation.
- Coordinate airport transfers, private transfers, shuttles, chauffeurs, tours, excursions, and other guest activities.
- Liaise with external suppliers and service providers to secure bookings, confirm arrangements, obtain quotations, and resolve operational issues.
- Create personalized itineraries and assist guests with planning their Cape Town experiences based on individual preferences.
- Manage restaurant reservations, special requests, VIP arrangements, birthdays, anniversaries, honeymoons, and other celebrations.
- Handle guest complaints and service recovery professionally, ensuring concerns are resolved promptly and guest satisfaction is maintained.
- Coordinate closely with Reservations, Front Office, Housekeeping, Food & Beverage, Maintenance, Security, and Management to ensure seamless service delivery.
- Prepare professional guest correspondence, booking confirmations, transfer confirmations, payment requests, and pre-arrival information.
- Maintain accurate records of bookings, guest preferences, special requests, transfers, tours, and supplier arrangements.
- Provide knowledgeable local recommendations and proactively identify opportunities to enhance the guest experience and generate additional revenue.
- Manage multiple requests and bookings simultaneously in a fast-paced luxury hospitality environment while maintaining exceptional attention to detail and service standards.
Restaurant Supervisor
President Hotel
03.2024 - 09.2024
- Supervised daily restaurant operations ensuring efficient service delivery.
- Trained and mentored staff on best practices and operational procedures.
- Implemented process improvements to enhance workflow efficiency and customer satisfaction.
- Monitored inventory levels, coordinating with suppliers for timely stock replenishment.
Restaurant Hostess
President Hotel
01.2022 - 10.2023
- Greeted and seated guests, ensuring positive first impressions and optimal customer experience.
- Managed reservation systems, balancing walk-ins and bookings to minimize wait times.
- Coordinated with kitchen and serving staff to streamline service flow during peak hours.
- Trained new hostesses on operational procedures and customer service standards.
Restaurant Hostess
Raddison Blue Hotel Waterfront
01.2021 - 12.2021
- Demonstrated strong multitasking skills by handling telephone inquiries while attending to in-person guest needs seamlessly.
- Handled high-pressure situations gracefully, managing multiple tasks simultaneously while maintaining a calm demeanor.
- Answered customer questions about hours, seating, and menu information.
- Maintained an organized waitlist for busy times, ensuring efficient seating of guests.
Restaurant Hostess
15 on Orange Hotel
12.2015 - 09.2019
- Assisted in resolving guest inquiries and complaints to enhance satisfaction.
- Implemented efficient seating strategies that improved overall restaurant throughput.
- Maintained cleanliness and organization of entrance area to support a welcoming atmosphere.
- Collaborated with management on special events, enhancing guest engagement and experience quality.
Education
Marketing Management N4 - Marketing Management
Northlink Collage
Cape Town, South Africa 04.2001 -
Skills
Guest communication
Listening skills
Writing and verbal communication
Check-in and Check-out procedures
Timeline
Guest Service Agent
President Hotel
09.2024 - Current
Restaurant Supervisor
President Hotel
03.2024 - 09.2024
Restaurant Hostess
President Hotel
01.2022 - 10.2023
Restaurant Hostess
Raddison Blue Hotel Waterfront
01.2021 - 12.2021
Restaurant Hostess
15 on Orange Hotel
12.2015 - 09.2019
Marketing Management N4 - Marketing Management
Northlink Collage
04.2001 -