Thuli Rakabe

• Facilitate interdepartmental collaboration to enhance operational efficiency.
• Create standard operating procedures to align with project requirements.
• Create call scripts tailored to project needs.
• Design IVR process flows, call flows, and workflows, and modify when necessary.
• Daily business operations management, processes and systems.
• Resolve critical operational challenges efficiently.
• Ensure compliance with standard operational protocols during decision-making.
• Maintain consistent communication to strengthen client connections.
• Engage in cross-functional meetings to collaborate with various departments.
• Achieve operational targets and prioritization of work schedules with team members.
• Handle client enquiries with proactive communication with clients and potential leads.
• Resolve complex issues through root cause analysis, and solution implementation.
• Regularly assess team performance to identify areas for improvement.
• Assist teams throughout implementation phases, ensuring smooth transitions.
• Organise training sessions to elevate team performance and development.
• Facilitate better management of existing and future challenges.
• Suggest cutting-edge methods to boost productivity.
• Analyse client data to uncover upselling and cross-selling prospects.

• Identify and assess the impact of change initiatives on individuals, teams, and the organisation.
• Develop and implement comprehensive change management strategies.
• Develop communication plans, training plans, and resistance management plans.
• Build strong relationships with key stakeholders and actively engage them throughout the change process.
• Develop and deliver effective communication messages to keep stakeholders informed and engaged.
• Track progress, measure the effectiveness of change initiatives, and identify areas for improvement.
• Participated in multidisciplinary team meetings, contributing to patient care planning and problem-solving.
• Maintained and updated patient notes, ensuring accuracy and confidentiality.
• Oversaw junior staff, providing mentorship and guidance to enhance team capabilities and service quality.
• Corresponded with patients by phone or in app to provide accessible communication.

• Call que routing and allocation.
• Keep track, and document customer interactions to assist streamline customer service processes.
• Direct strategic planning for outbound communication initiatives.
• Create and deploy strategic framework processes for contact center management.
• Notice customer trends and generate reports for feedback on client and customer trends.
• Enhance the performance of contact centre agents through training and coaching.
• Manage data and ensure the quality control of collected information.

Morning shift duties.

• Answer the telephone accordingly and transfer them to the relevant department.
• Clean and refresh the coffee/ Ice tea/ water station. Set up the coffee and cups for guests checking out for the day, remove coffee and clean the coffee machine at 10H00 a.m. after the departure time. Then at 11H00 a.m. request the ice tea and water refills from the banqueting department.
• Double check that the departure invoices are correctly printed and the details on the printed invoice match those on the Apex system.
• Check out departing guests between 06H00 a.m. and 10H00 a.m., collect room keys from guests during departure.
• Check out guests with accommodation folios that have a zero balance and leave to debtor accounts to be checked out by the accounts / management.
• Should there be any remaining in house guests due to depart that have not been to the reception 10H00 a.m. give them a call to find out from the whether they have vacated the room and if they have where is the room key card.
• Communicate with the housekeeping department to inform them of the guest that have requested to check out later than expected and will pay the late check-out fee, those who wish to extend their stay with us and those that have checked out already, also request them to check the room key cards for the guests that claim to have the room key card inside the reception.
• Prepare the pit check report and perform key pit check reconciliation. The aim of a pit check is to assist with knowing that we have collected all the room keys from the departing guests and knowing which room keys are missing. And to ensure that the keys that we do not have in the pit are of the guests who are in house and that corresponds with the system.
• Should there be a missing key, a missing key report should be filled and the guest who last occupied that rom should be contacted to find out the whereabouts of the key, write the guest feedback on the missing key report and submit it to the assistant general manager to replace the key and limit/stop the missing key from giving access to the room.
• When all of expected departures have checked out, a reservation detail departure report should be printed and attached to all the departure invoices which are attached to the guest registration card, which are submitted to the accounts department.
• During the checking out process between 06H00 a.m. and 10H00 a.m. issue breakfast pack orders to guests who would not like to sit in the restaurant for a full buffet restaurant, for various reasons and ask them to sign the breakfast order sheet to confirm that they have received.

Mid-day shift Duties.

• Prepare for the expected arrivals of the day by printing the reservations arrival detail report.
• Prepare the guest registration card by printing the conditions of the residence first and return them over and insert into the printer and reprint the registration card so that its printed back to back.
• Follow up on provisional booking that have not yet been guaranteed, Make a memo on the reservation and update of the method of payment, make sure that all reservations are updated on the method of payment for the guests arriving.
• Call to follow up for reservations due to arrive that have no accommodation voucher or memo. Should it be a reservation made by a travel agency, call the travel agency and request for the contact person who made the reservation. Should the travel agency not have an active account with us, they have to send us prepayment together with an accommodation voucher. Should the provisional booking be made by a private guest travelling for leisure contact the guest to find out their method of payment.
• Once the proof of payment/ accommodation voucher for provisional booking has been received, make sure that the names of the guest on the voucher are identical to those on the reservation, the rate is also identical for payment purposes. Once the point check is complete make sure save the document on the share’s folders that is accusable on every pc in the hotel can access and also attach it to the reservation on apex, print it and also attach it to that specific registration card for the booking.
• Ensure that the company details are updated on the system, for every corporate and guest booked by a travel agent the company details should be correctly updated for invoicing purposes.
• Prepare dinner vouchers for guest’s who have a dinner inclusive in their reservation, dinner is hosted the Craw daddy’s restaurant on site. Make sure to write out dinner voucher with the correct limit, guest name and room number. The process of writing dinner vouchers involves the ‘’dinner voucher issue sheet’’ which contains the information of all guests that should receive dinner vouchers.

CHECK- IN PROCEDURE 14H00.

• Arrival time and a guest arrives at reception to check it, request for the ID, driver’s license or any form of identification that they may have on them. To make a copy.
• Find the reservation for the guest by searching for the guest using their last name, once the reservation is allocated, provide them with a registration card they should sign, which requires them to fill in the following details; cell number, email address, car registration and ID number, a signature of acknowledgement of the conditions of residence and provide us with their emergency contact person name and cell number.
• Collect payment for guests paying on arrival before handing them the room key card. For those with prepayment and accommodation vouchers, issue them the key, inform them of the activities available on the premises and the times that breakfast is served, the closing time of the restaurant should they wish to have a late dinner. Show them to their room and where to park.

Night shift Duties.

• Answer phone calls and make bookings requests.
• Check if all the meal vouchers are in the slots and that that are issued are charged in the correct guest folio with the correct limit and dinner vouchers number.
• Print the meal voucher audit report and attach together with the point of sale cash up slip for vouchers from the restaurant.
• Do a pit check of all the room keys, report any missing keys in the hand over book and during handover to the next colleague on duty.
• Prepare the departure invoices and that they are correctly printed with the correct company name and voucher number appearing on the invoice.
• If any breakfast packs ordered before 21H00 p.m. submit the orders to the restaurant and make sure that the perishables are put in the fridge till the next morning and repack them in the take away before the guest collects it.
• Make sure that all expected arrivals that have arrived are checked in on the system and the guest’s details are updated correctly.
• File all the registration cards in the pit and in the correct room number, for guests spending 2 nights or more.
• Post all payments received into the correct guest folio and post the accommodation for that night.
• Print night audit report and attach the meal voucher audit report, reservation detail report with the in house and departures for the next day. Print the key slot report.
• Do a cash up report. Capture the amounts, sign and fill it in and slot it into the key safe.
• Do a handover at the end of every shift.

• Gained extensive experience in hospitality industry as Hospitality Trainee at International Hotel School.
• Completed rotational training across all hotel departments to master overall operations.
• Utilised interpersonal communication skills to deliver exceptional customer service to guests.
• Handled event planning and reservation tasks efficiently.
• Enhanced ability to perform efficiently under pressure in a fast-paced environment.

• Check function sheet for client’s requirements.
• Clean the coffee and make sure it works it should and hot during tea breaks.
• See that the function room is set up as it should.
• Prepare the coffee station, replenish crockery, refill the sugar and tea basket.
• Add jugs of water, glasses, and sweets/mints, cordials of juice or bottled water on each table in the conference room as per client requests.
• Collect welcome snacks from the kitchen and display them hygienically and visibly.
• Clear the conference room when guests are out for a lunch break.
• Ensure that any technical issues are attended to by maintenance.
• Clear and the conference room at the end of the day.
• Remove soiled linen and re-set the conference room with clean linen.

• Answered the phone according to the telephone etiquette.
• Take down messages and pass them on the requested colleague.
• Respond to E-mails on reservations requests with an update of availability and pricelist and forward wedding/conference requests to the correct coordinator.
• Once a deposit for room reservation is received change the status of the reservation to confirmed on the SAMPER system.
• Assisted the wedding coordinators with property show view.
• Refer and transfer wedding/conference calls to the requested coordinator.
• Hand out wedding/conference packages to guests who enquire in person.
• Communicate breakfast and dinner reservations with the kitchen/restaurant.

• Print out the function sheet for the pax I will be serving during the function.
• Clean and sterilize my work space.
• Prepare my service equipment. Service glasses, ice scoops/tongs.
• Slice fresh lemon or mint.
• Prepare welcome drinks.
• Count the stock and record as opening stock on the stock sheet.
• Collect fresh stock from the storage to refill the fridge for service.
• Ensure the point-of-sale machine it operates as it should.
• Process each order through the point-of-sale machine.
• Void incorrect order with the help of a supervisor or manager.

• Set up the venue according to standard prior to guest arrival.
• Ensure all tables are set up correctly with cutlery and wine glasses.
• When guests arrive, introduce myself and let them know I’ll be their waiter for the day.
• Accompany the guest to their seat, once the guest is seated unfold the napkin and place it on their lap.
• Ask the guest if they would like a drink.
• Take down the guest order and repeat it back to them to ensure its accurate.
• Place the drink order at the bar.
• Collect the order and using a service tray and serve on the right-hand side of the guest using my left hand.
• Clear used crockery from guest tables after they eat.
• Remove all soiled napkins from the tables.

• Deliver clean linen to housekeeping attendants.
• Collect soiled linen from housekeepers.
• Sort out linen, separate bed sheet from bed covers and pillow cases.
• Prepare linen for wash.
• Iron the ready washed load.
• Fold the ironed linen and pack it accordingly.