Tshidi Nicole Motlamelle
17 Hurricane Street, Rhodesfield, Kempton Park
Summary
I am a dynamic, customer-focused professional with 19 years of diverse experience in customer and guest services, underscored by a strong corporate background. My proficiency spans essential tools like Excel, Microsoft Word, PowerPoint, and Outlook, alongside specialized expertise in Micro Opera, Micros Fidelio, and Roomrackoon. I am well-trained in Etiquette, Health & Safety, and Customer Service, with additional competencies in Call Centre and Supervisory Development. Currently advancing my qualifications with a Bachelor of Economic Science, I am eager to leverage my proven skills and passion for excellence to drive success within your team.
Overview
19
19
years of professional experience
Work History
Sales Assistant (Retail Associate)
WE ARE EGG
Rosebank
09.2023 - 03.2024
- To assist customers with their shopping
- To represent the EGG brand and its partners
- To maximize revenue i.e
- Profit
- To maintain store and department standards as per company policy
- To ensure all stock is correctly priced
- To assist the visual manager with department visual
- To ensure the department is fully stocked
- Report on individual sales and the store against the projected target
Group Sales Manager
MINT Hotels
Sandton
04.2023 - 07.2023
- Responsible for Corporate, Function and Group bookings for the Mint Hotels Group
- Update action plans and financial objectives as per company policy
- Identify new markets and business opportunities to increase sales
- Implements sales action plans related to marketed areas
- Represent Mint Hotels in various events and exhibition, including traveling
- Conduct daily sales calls and arrange site inspection trips to hotels for corporate clients
- Develop professional long term business relationships
- Improve guest/ customer retention
- Conduct sales strategy calls with members of the marketing team and GMs to acquire new business and/or close on business
- Execute and support the operational aspects of business booked (e.g
- Confirmation letter information, generating proposals, Corporate Rate Application letter, writing contract, customer correspondence) as per company policy and or models
- Able to support hotels services and relationship strategy, driving customer loyalty by delivering service excellence throughout each customer experience
- Work closely with Revenue Manager/ GM to ensure proposed rate negotiations meet the financial needs of the hotels
- Attending all department and hotel meetings as when is necessary
- Targeting key accounts potential for the company
- Conduct after sales calls and communication to corporates and individuals with reports and feedback
- Reconcile all sales expenses, Sales credit card expenses, Travel expenses
- Sundry Sales & Service providers: To act as the day-to-day hotel’s liaison with all service providers contracted to sell media, hotel rooms, conference facilities and any advertising platforms for Mint hotels
- To coordinate all invoicing and approval requirements
- To collate any reports as needed by the Marketing Manager
- Sponsorship and Administration: To assist with negotiating joint ventures, partnerships and sponsorships where possible to further maximize the Mint Hotels marketing and hotel’s budget
- To submit a monthly report detailing a full evaluation of the upcoming conferences and corporate functions
- To assist the Marketing Manager with information for the monthly graphs tracking relation between visitor figures and corporates, group bookings and conferences
- To ensure that all administrative controls for the function are adhered to at all times and that contracts and monies are received in time before the client is allowed access to the space booked
- To ensure that no client is in arrears
- To ensure all clients adhere to the Occupational Health & Safety Act rules and regulations and to ensure all related administration is completed
- To ensure that all floor plans provided prior to set-up times and approved before conferences are allowed access the area they have booked
- To action all proposals from third parties
- To maintain files of all exhibitors, corporate bookings, group bookings and conferences, proposals and relevant paperwork
- To maintain the client contact data-base
- Conference, Group Bookings or Functions: To be the Mint hosts for on hand for all conference bookings and functions
- To ensure that all is in place and compliance is met with each function or conference
- To be present for set of and strike down of all functions, events and conferences
- To manage the entire group booking process making it a seamless interaction with Mint Hotels
- To work closely with The GM of the property for any correspondence, restaurant booking and additional amenities
Sales Assistant (Retail Associate)
WE ARE EGG
Rosebank
11.2022 - 03.2023
- To assist customers with their shopping
- To represent the EGG brand and its partners
- To maximize revenue i.e
- Profit
- To maintain store and department standards as per company policy
- To ensure all stock is correctly priced
- To assist the visual manager with department visual
- To ensure the department is fully stocked
- Report on individual sales and the store against the projected target
Clerk Supply Chain Admin
EDCON
Crown Mines
01.2020 - 03.2020
- Admin and maintenance of BBBEE statistics
- General assistant with Supply Chain related reports and analysis
- BBBEE collating and archiving of BBBEE stats
- Collating and archiving of Supplier Contracts
Admin Assistant and Home daily Operations
Lapeng la Kgotso
Daveyton
06.2016 - 01.2020
- Assisting with administrative duties i.e Registration of dependants
- Liaising with external stakeholders for i.e For donations
- Cooking and Dishing for the children
Front Office Night and VIP Floor Receptionist
Intercontinental Sandton Towers
Sandton
04.2013 - 08.2016
- Manage late check-ins and early checkouts, ensuring seamless operations
- Prepare for the next day and handle daily front desk, housekeeping, and restaurant monitoring
- Craft daily reports and ensure balanced reconciliation of 'House Accounts' for Head of Departments
- Oversee check-in and checkout processes for VIP guests and conference rooms
- Supervise VIP lounge and kitchen, coordinating amenities with butlers
- Make follow-up and courtesy calls to in-house VIPs, reporting to the Head of Departments
- Compile detailed handover reports for the next shift transition
Hotel Front Office Supervisor
Peermont Emperor's Palace
Kempton Park
09.2009 - 08.2011
- Supervised front desk operations and employee management for enhanced efficiency
- Compiled and submitted financial reports and statistics to the General Manager
- Updated and distributed VIP reports to Executive Management and relevant departments
- Followed up on VIP requests and amenities to ensure exceptional service
- Allocated rooms to maximize occupancy and guest satisfaction
- Participated in morning meetings with Heads of Department and the General Manager
- Ensured adherence to hotel procedures and policies by all staff
- Facilitated employee training to elevate service standards
- Addressed and resolved guest queries and complaints effectively for maximum satisfaction
- Collaborated with assistants and Front Office Manager on financial queries
- Managed the master float and conducted daily cash-ups for receptionists
- Ensured receptionists' floats balanced accurately
- Reconcile master accounts and house accounts
- Coordinated with casino Guest Relations for seamless guest experiences
- Oversaw the smooth operation of the Hotel Restaurant, Concierge, and Housekeeping
- Acted as Manager on Duty during the absence of senior management, performing comprehensive Front Office duties, including check-ins, check-outs, and report updates
G&C Group Reservationist
Peermont Emperor's Palace
Kempton Park
01.2009 - 09.2009
- Maximized occupancy by efficiently managing reservations
- Created and managed room blocks using the Opera system
- Updated and confirmed rooming lists with agents via Opera system
- Confirmed reservation blocks and adjusted group allocations
- Coordinated with groups and conventions coordinators for seamless operations
- Allocated rooms strategically to meet guest and hotel needs
- Adjusted blocks to optimize group size and capacity
- Ensured requests were communicated to relevant departments for action
- Compiled comprehensive group files for organizational efficiency
- Welcomed groups upon arrival to enhance guest experience
- Reconciled group accounts and sent detailed reports to clients
STO Group Reservationist
Peermont Emperor's Palace
Kempton Park
01.2008 - 01.2009
- Maximize occupancy through strategic planning and coordination
- Efficiently create and manage reservation blocks using the Opera system
- Update and confirm rooming lists, ensuring clear communication with agents
- Confirm reservation blocks with precision and timeliness
- Collaborate with tour operators for group requests and VIP status coordination
- Skillfully allocate rooms to meet group needs and logistic demands
- Proactively adjust reservation blocks to optimize filling and availability
- Communicate group requests to relevant departments, ensuring prompt action and acknowledgment
- Compile comprehensive and organized group files for seamless operations
- Meet and greet groups upon arrival, providing exceptional hospitality and care
- Reconcile the group account and send it to the client
FIT Reservationist
Peermont Emperors Palace
Kempton Park
09.2007 - 01.2008
- Manage reservations efficiently using the property management system
- Maintain organized filing systems
- Confirm reservations through email, phone, and fax
- Follow up on tentative bookings and overdue deposits in line with company policy
- Liaise with Front Desk for smooth handovers
- Suggest SOP updates to the Front Office Manager as necessary
- Participate in monthly feedback and projections meetings
- Address improvement areas identified in the Mystery Guest Monthly report
- Deliver exceptional guest service to minimize complaints
- Update booking statuses from Tentative to Definite
- Print and follow up on daily and future arrivals
- Send confirmations to Travel Agents
- Update STO rates profile in Opera system
- Update guest profiles and rooming lists
- Enter cleared deposits into the reservation system
- Resolve overbookings promptly
- Adhere strictly to company policies and procedures
- Maximize occupancy levels and update bookings with prepayments, coordinating with finance for reconciliation
Front Office Receptionist and Guest Relations
Peermont Emperor's Palace
Kempton Park
09.2005 - 09.2007
- Welcome guests warmly on arrival
- Adhere to check-in and check-out procedures, ensuring accurate data collection
- Update and enter guest information into profiles promptly
- Maintain a clean and presentable foyer at all times
- Address all guest requests immediately and ensure follow-up
- Review daily management handovers, staying informed about arrivals, groups, and VIPs
- Perform float verification before and after shifts, ensuring accuracy
- Stay informed via daily email review regarding department and complex updates
- Conduct daily shift audits of guest accounts in line with company procedures
- Protect company assets consistently
- Acquire in-depth knowledge of the hotel's room types, services, and complex facilities
- Answer calls courteously using proper phraseology
- Monitor arrivals and departures continuously
- Regularly verify traces and emphasize maximizing occupancy
- Check the VIP report and clear facsimiles consistently
- Report incidents of theft or guest loss to the duty manager promptly
Education
Bachelor of Economic Science -
UNISA
Johannesburg01-2025
Higher National Certificate -
KAVAN Consultants (THETA Services Accredited)
Kempton Park01-2010
National Certificate Tourism -
Stanford Computer & Business College
Benoni01-2005
End-user Certificate -
Stanford Computer & Business College
Benoni01-2005
Higher National Certificate -
The Voice Clinic
Kempton Park01-2005
Skills
- Excel
- Microsoft Word
- PowerPoint
- Outlook
- Micro Opera
- Micros Fidelio
- Roomrackoon
- Etiquette Training
- Health & Safety Training
- Customer Service
- Call Centre Training
- Supervisory Development Programme
Languages
- Sesotho
- English
- IsiZulu
- Setswana
- IsiXhosa
- Sepedi
- Afrikaans
References
- Sesotho
- English
- IsiZulu
- Setswana
- IsiXhosa
- Sepedi
- Afrikaans
Hobbies and Interests
- Sesotho
- English
- IsiZulu
- Setswana
- IsiXhosa
- Sepedi
- Afrikaans
Personal Information
- Sesotho
- English
- IsiZulu
- Setswana
- IsiXhosa
- Sepedi
- Afrikaans
Drivinglicense
- Sesotho
- English
- IsiZulu
- Setswana
- IsiXhosa
- Sepedi
- Afrikaans
Timeline
Sales Assistant (Retail Associate)
WE ARE EGG
09.2023 - 03.2024
Group Sales Manager
MINT Hotels
04.2023 - 07.2023
Sales Assistant (Retail Associate)
WE ARE EGG
11.2022 - 03.2023
Clerk Supply Chain Admin
EDCON
01.2020 - 03.2020
Admin Assistant and Home daily Operations
Lapeng la Kgotso
06.2016 - 01.2020
Front Office Night and VIP Floor Receptionist
Intercontinental Sandton Towers
04.2013 - 08.2016
Hotel Front Office Supervisor
Peermont Emperor's Palace
09.2009 - 08.2011
G&C Group Reservationist
Peermont Emperor's Palace
01.2009 - 09.2009
STO Group Reservationist
Peermont Emperor's Palace
01.2008 - 01.2009
FIT Reservationist
Peermont Emperors Palace
09.2007 - 01.2008
Front Office Receptionist and Guest Relations
Peermont Emperor's Palace
09.2005 - 09.2007
Bachelor of Economic Science -
UNISA
Higher National Certificate -
KAVAN Consultants (THETA Services Accredited)
National Certificate Tourism -
Stanford Computer & Business College
End-user Certificate -
Stanford Computer & Business College
Higher National Certificate -
The Voice Clinic