Summary
Overview
Work History
Education
Skills
References
Leadership
Timeline
Generic

Thulisiwe N. Dunge

Tourism And Hospitality Professional
Durban

Summary

To work in an environment which encourages me to succeed and grow professionally where I can utilize my skills and knowledge appropriately.

Experienced with team leadership and customer engagement in retail setting. Utilizes effective communication and motivational techniques to drive sales and improve team performance. Track record of managing dynamic retail environments with strong focus on customer satisfaction and operational efficiency.

Overview

13
13
years of professional experience
3
3
Languages

Work History

Sales Associate Supervisor

SANDA Digital | SANDA V Online Store
07.2022 - Current


  • Collaborate with the marketing team to support digital promotions, sales campaigns, and product launches.
  • Provided regular feedback on staff performance through evaluations and coaching sessions, promoting continuous professional development.
  • Collaborated with other supervisors to share best practices and implement improvements across departments.
  • Created a positive work environment with clear communication, team building activities, and consistent recognition of achievements.
  • Addressed disciplinary issues fairly and promptly, providing a strong example for other staff members to follow.
  • Developed strong relationships with vendors to ensure timely delivery of merchandise and negotiate favorable pricing terms.
  • Organized weekly meetings with fellow supervisors for open discussions on areas needing improvement within the store environment.
  • Enhanced customer satisfaction through attentive service, product knowledge, and prompt issue resolution.
  • Handled customer relations issues, enabling quick resolution, and client satisfaction.
  • Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
  • Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
  • Marked-down clearance items and relocated merchandise to proper store areas.
  • Researched issues to obtain appropriate answers to customer inquiries.
  • Successfully drove new product lines to increase annual profits by 70%.

Facilitator (Tour Guiding)

AG Business Group
11.2021 - 04.2022
  • Directed and assessed learners, was able to complete all the POE's on record time (3 weeks ahead of schedule).
  • Organized and oversaw guided outdoor tours for learners, slashed tour package costs by 45% by negotiating fees with relevant stakeholders.
  • Composed monthly reports and daily lesson plans to achieve greater success of the project.
  • Increased participant engagement by incorporating interactive activities and group discussions into sessions.

Facilitator (Tourism Monitor)

AGB Business Group
06.2019 - 09.2019
  • Delivered high-quality training sessions, ensuring participants developed a thorough understanding of the subject matter.
  • Built rapport with diverse groups of stakeholders by demonstrating empathy, active listening skills, and cultural competence during facilitated sessions.
  • Identified areas in need of improvement and implemented solutions.
  • Contributed to improved team performance by facilitating workshops on communication, collaboration, and problem-solving techniques.
  • Provided constructive feedback to participants during debriefing sessions, fostering personal growth and skill development.
  • Promoted continuous learning within the organization by sharing best practices and lessons learned from various facilitation experiences.
  • Increased participant engagement by incorporating interactive activities and group discussions into sessions, maintained a 99% attendance rate.

Food and Beverage Assistant

Duba Parks and Resorts (LEGOLAND Dubai)
11.2016 - 03.2018
  • Utilized strong communication skills to relay customer needs clearly between front-of-house staff and the kitchen team.
  • Maintained a clean and organized dining area, ensuring the highest level of sanitation and hygiene standards were met, and saved 2 hours per day of manual work.
  • Collaborated with kitchen staff to ensure timely preparation and delivery of orders, resulting in positive customer feedback.
  • Managed cash transactions responsibly while maintaining complete confidentiality regarding sensitive financial information from guests.
  • Assisted in inventory management, accurately tracking stock levels and placing orders as needed to maintain sufficient supplies.
  • Enhanced customer satisfaction by providing personalized food and beverage recommendations based on individual preferences.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction, creating a 42% increase in customer satisfaction during the 2017 annual service excellence survey.

Facilitator (Food and Beverages and Accommodation Services)

Tourism World Academy
10.2014 - 10.2015
  • Managed eight groups with over 100 learners between Durban and Richards Bay.
  • Trained and assessed the progress of each learner on the given tasks. Achieved a 100% pass rate.
  • Compiled monthly reports and completed lesson plans according to the given unit standards.
  • Applied blended training techniques and methods to maximize understanding for all learners. Comprehension levels improved by 75%.

Cultural Representative Program

Walt Disney World (Animal Kingdom - Kidani Village)
08.2013 - 08.2014
  • Greeted guests in a friendly and helpful manner.
  • Checked-in about 50+ guests per day.
  • Introduced traditional music and dance performances to showcase the richness of each culture represented in the program.
  • Collaborated with fellow representatives to design immersive exhibits showcasing various cultural artifacts and artwork.
  • Created informative displays that showcased historical timelines, important figures, and significant contributions made by each represented culture.
  • Improved community relations by collaborating with local organizations to host cultural exchange events.
  • Supported colleagues in navigating language barriers or adjusting to cultural differences, fostering a cohesive and supportive work environment.
  • Strengthened cross-cultural communication skills among participants with engaging team-building activities.
  • Fostered a welcoming environment for international visitors, providing information on cultural norms and etiquette.

Office Administrator / Reservationist

Igula Tours Hluhluwe
02.2013 - 07.2013


  • Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
  • Maintained electronic and paper filing systems for easy retrieval of information.
  • Increased customer satisfaction by 40% through professional handling of inquiries and prompt resolution of issues.
  • Maximized office space utilization by maintaining a clean, organized work environment that encouraged productivity and efficiency.
  • Contributed to a positive work environment by fostering strong working relationships among colleagues.
  • Assisted in event planning efforts for company gatherings, conferences, or workshops to enhance employee engagement and networking opportunities.
  • Demonstrated exceptional multitasking abilities while juggling diverse responsibilities, including reception duties and ad-hoc administrative tasks.
  • Expedited invoice processing by accurately reviewing vendor submissions, reconciling accounts payable discrepancies, and conducting timely payments.
  • Safeguarded company information by maintaining strict confidentiality protocols and ensuring secure document storage practices.
  • Enhanced team collaboration with the establishment of clear communication channels and guidelines.
  • Aided in employee onboarding through training new hires on office procedures, software applications, and company policies.
  • Managed executive travel arrangements, optimizing itineraries for cost-effectiveness and time management.

Education

Advance Diploma - Tourism Management

Durban University of Technology
Durban, South Africa
04.2001 -

National Diploma - Tourism Management

Durban University of Technology
Durban, South Africa
04.2001 -

Matriculation - Tourism

Phumanyova High School
Nongoma, South Africa
04.2001 -

Skills

  • Skilled in customer support
  • Focus on delivering exceptional results
  • Supportive team contributor
  • Proficient in Microsoft Office Suite
  • Strong leadership
  • Verbal and written communication
  • Performance management
  • Relationship building
  • Employee motivation
  • Performance coaching
  • Training and development

References

  • Sanele, Buthelezi, Managing Director, Sanele1944@gmail.com, +27762330324, SANDA Digital | SANDA V Online Store
  • Kingsley, Uche, Former Team Leader, K.uche@hw.ac.uk, +971565398719, LEGOLAND Dubai | Heriot-Watt University Dubai Campus, Registration academic support

Leadership

Selected as 1 of 5 students to represent Durban University of Technology at IMEX-MPI-MIC Future Leaders Forum Meeting Africa 2020.

Timeline

Sales Associate Supervisor

SANDA Digital | SANDA V Online Store
07.2022 - Current

Facilitator (Tour Guiding)

AG Business Group
11.2021 - 04.2022

Facilitator (Tourism Monitor)

AGB Business Group
06.2019 - 09.2019

Food and Beverage Assistant

Duba Parks and Resorts (LEGOLAND Dubai)
11.2016 - 03.2018

Facilitator (Food and Beverages and Accommodation Services)

Tourism World Academy
10.2014 - 10.2015

Cultural Representative Program

Walt Disney World (Animal Kingdom - Kidani Village)
08.2013 - 08.2014

Office Administrator / Reservationist

Igula Tours Hluhluwe
02.2013 - 07.2013

Advance Diploma - Tourism Management

Durban University of Technology
04.2001 -

National Diploma - Tourism Management

Durban University of Technology
04.2001 -

Matriculation - Tourism

Phumanyova High School
04.2001 -

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Thulisiwe N. DungeTourism And Hospitality Professional