Vicky Mpho Ngwenya
Johannesburg
Summary
Customer-oriented and organized Front Desk Receptionist with proven expertise in hospitality services and Microsoft Office suite, honed at SA TAXI and City Lodge Hotel. Excelled in enhancing customer satisfaction and streamlining front office operations. Adept at multi-line phone system management, I significantly contributed to team productivity and efficiency. Skilled in both interpersonal communication and administrative support with exemplary multitasking, time management, and customer service skills. Responsible professional willing to go extra mile to assist others with solving problems.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Front Desk Receptionist
SA TAXI
08.2021 - Current
- Handle incoming phone calls, emails and provide accurate information to guests
- Greeted guests at front desk and engaged in pleasant conversations.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Scheduled, coordinated and confirmed appointments and meetings.
- Maintained confidentiality of sensitive data to protect customer and business information.
- Completed data entry and filing to keep records updated for easy retrieval.
- Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
Hotel Front Desk Receptionist
City Lodge Hotel
01.2020 - 07.2021
- Confirmed relevant guest information and payment methods to prevent fraud.
- Checked lobby, bathrooms, and common areas near front desk for cleanliness multiple times per shift.
- Collected room deposits, fees, and payments.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Kept accounts in balance and ran daily reports to verify totals.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Monitored staff performance and provided feedback and guidance.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
- Completed late check-ins and directed guests to rooms and facilities.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Promoted hotel brand's loyalty program via social media, email and direct mail.
Education
No Degree - Customer Service
Triskel Consulting
Johannesburg11-2024
Higher Certificate - Business Management
University of South Africa
Johannesburg, South Africa12-2022
No Degree - Hospitality Reception
City Lodge & Training Force
Johannsburg07-2021
Bachelors in Consumer Science - Food And Nutrition
University of South Africa
Johannesburg04-2021
Skills
- Mail distribution
- Departmental support
- Spreadsheet tracking
- Mail coordination
- Hospitality services
- Customer service and interpersonal skills
- Strong Verbal and written communication
- Proficient in Microsoft Office suite (Word, Excel, Outlook)
- Team player and problem solving
- Front office management
- Administrative support
- Multi-line phone system management and telephone etiquette
Certification
- First Aid, CPR, and AED Certification - American Red Cross or American Heart Association.
- Hospitality Reception certificate
Timeline
Front Desk Receptionist
SA TAXI
08.2021 - Current
Hotel Front Desk Receptionist
City Lodge Hotel
01.2020 - 07.2021
No Degree - Customer Service
Triskel Consulting
Higher Certificate - Business Management
University of South Africa
No Degree - Hospitality Reception
City Lodge & Training Force
Bachelors in Consumer Science - Food And Nutrition
University of South Africa
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