Wilma Pretorius
Newcastle
Summary
Competent Duty Manager effective at handling operations in fast-paced, high-volume environments. Veteran of tourism and skilled in managing people, projects and administrative operations. Offering years of experience and dedication to business success.
Overview
14
14
years of professional experience
2
2
years of post-secondary education
Work History
Duty Manager
Cradle Moon Lakeside game Lodge
Johannesburg
08.2020 - 05.2022
- Responded to customer concerns by providing friendly, knowledgeable support and maintaining composure and professionalism.
- Initiated plans to improve customer relations, quality standards and service efficiency.
- Formulated procedures to use in event of accidents, fires or other emergencies.
- Trained employees in essential job functions.
- Handled employee-related issues to improve performance, professional conduct and attendance reliability.
- Oversaw operations with team of 25+ personnel.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Recruited and developed employees for Restuarant department.
Training Manager
Drifters Adventours
Johannesburg
01.2018 - 12.2020
- Conducted orientation sessions and organized on-the-job training for new hires.
- Alternated training methods to diversify instruction, strengthen learning opportunities and enhance program success.
- Managed new employee orientation training process for more than 15 employees each year.
- Coordinated technical training and personal development classes for staff members.
- Reviewed and edited all training materials for accuracy and company policy compliance.
- Assessed skill gaps for employees and developed training courses to meet identified needs.
- Collaborated with legal and compliance teams to review paperwork, obtain feedback and procure available information for new training processes.
- Led daily, weekly and monthly coaching, counseling and feedback sessions.
- Communicated all learning and performance objectives, schedules and training assessments to upper management.
- Directed field training to enhance participants' skills.
Operations Manager
Nomad tours
Cape Town
04.2017 - 12.2017
- Planning and Scheduling vehicles and allocated Drivers, guides and cooks for each tour.
- Pre departure briefings, dietary requirements and special requests briefings for each tour.
- Post departure debrief along with questionnaire evaluation with staff member, with guidance for improvement.
- Weekly meetings with department heads.
- 24 hours call assistance for tours and problem solving with breakdowns and guests.
Guide Captain
Drifters Adventours
Johannesburg
12.2015 - 03.2017
- Maintained all Guides visas , drivers licenses, first aid and Fgasa was up to date
- Briefed and debriefed Guides before and after tours
- Balanced all cash from each tour that returned.
- Problem solving for ongoing tours
- Worked with customers to understand needs and provide excellent service.
- Carried out day-to-day duties accurately and efficiently.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
- Developed and maintained courteous and effective working relationships.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
- Maintained energy and enthusiasm in fast-paced environment.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Drove operational improvements which resulted in savings and improved profit margins.
Overland Guide
Drifters Adventours
Johannesburg
10.2008 - 11.2015
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Used Microsoft Word and other software tools to create documents and other communications.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Exceeded goals through effective task prioritization and great work ethic.
- Increased customer satisfaction by resolving issues.
- Monitored company inventory to keep stock levels and databases updated.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Identified issues, analyzed information and provided solutions to problems.
- Worked flexible hours across night, weekend and holiday shifts.
- Drove operational improvements which resulted in savings and improved profit margins.
Education
No Degree - Field Guiding
Impala Veldgids Opleiding
Bela Bela 04.2001 -
High School Diploma -
Majuba IT & Business College
Newcastle 01.2005 - 12.2006
High School Diploma -
Ferrum High School
Newcastle 04.2001 -
Skills
Operational Oversight
Staff scheduling
Quality assurance
New employee training
Budgeting
Business administration
Sales and marketing
Timeline
Duty Manager
Cradle Moon Lakeside game Lodge
08.2020 - 05.2022
Training Manager
Drifters Adventours
01.2018 - 12.2020
Operations Manager
Nomad tours
04.2017 - 12.2017
Guide Captain
Drifters Adventours
12.2015 - 03.2017
Overland Guide
Drifters Adventours
10.2008 - 11.2015
High School Diploma -
Majuba IT & Business College
01.2005 - 12.2006
No Degree - Field Guiding
Impala Veldgids Opleiding
04.2001 -
High School Diploma -
Ferrum High School
04.2001 -