Winnie Baloyi
Groups Coordinator
Johannesburg
Summary
Results-oriented individual with extensive experience in fast-paced environments, excelling in both team settings and solo projects. Strong leadership skills demonstrated through effective decision-making and innovative solutions.
Overview
17
17
years of professional experience
Work History
Receptionist
Elizabeth Lodge
- Welcome and greet guest
- Answer and direct incoming calls
- Inform guest of hotel rules and services
- Make and confirm reservations
- Ensure proper room allocation
- Confirm relevant guest information
- Verify guest payment method
- Monitor visitors to the hotel
- Enforce rules and policies of the hotel
- Maintain a neat and orderly front desk and reception area.
- Checks group department, fit and ensure switchboard makes appropriate wake up calls.
Sale Representative
Biologica Pharmaceutical
- Generating Leads
- Meeting and Exceeding the sale goals.
- Visiting clients and potential clients to evaluating needs or promote products and service.
- Answering client questions about credit terms, products, prices and availability.
- Negotiating all contracts with prospective clients.
- Helping determine pricing schedule for quotes and negotiations
- Giving sales presentation to arrange of prospective clients
- Maintaining client records
- Preparing and submitting sales contracts for orders
- Visiting clients and potential clients to evaluate.
Duty Manager
Fusion Boutique Hotel
10.2020 - 03.2021
- Greets the VIP guests of the hotel.
- Handles guest complaints and other related problems and reports on daily management handover email.
- Running fusion and Cycad Guest House reception
- Assists reception and porters during times when they are busy.
- Answers guests inquiries, handles complaints and attend to the needs of the guests.
- Approves and sign for allowance reversals, or refunds etc., as required by Front Office Cashier.
- Authorizes charges to be made for late departures and/or compliments on them.
- Promotes and maintains good public relations.
- Motivates and maintains good staff relations.
- Maintains and be guided of hotel policy on lost and found hotel guests properties.
- Follows up in credit check report, liaise with credit manager.
- To discuss all matters that needed to follow up with the next shift Reception.
- Conducts and ensures the neat appearance of front office attendant as well as correct attitude and behavior.
- Assigns and Approves Duty roster for all Front desk staffs.
- Operates the front office computer system in order.
- Room Checks
- Checks cleanliness of lobby and public areas, lights and as well as front office staff in proper and orderly appearance and behavior.
- Offering assistance to customers to ensure they find the right product/service.
- Communicating with customers by email, phone, and face-to-face.
- Investigating and solving customer problems; some are rather easy, but you will occasionally face a complicated issue.
- Provide customers with refunds.
- Creating a new feedback procedure for clients or improving upon the existing model.
- Meeting with management to discuss possible improvements to the company’s customer service SOP’S implementations.
- Hotel Compliance – Emergency Response Planning and implementation.
- Hotel Systems Configuration Management.
- On boarding Specialist–Opera, Reserve and other interfaces that communicate through the OXI Channel.
- 5 Star Boutique Hotel
Hotel Front Office Supervisor
Peermont D’oreale Grande Hotel
06.2010 - 10.2020
- Greet clients, visitors and guests as they enter the hotel.
- Provide information on services of the Hotel and the whole resort.
- Make new bookings for guests.
- Provide information about specials/packages running in all 4 hotels.
- Answer inquiries regarding services and availability of rooms in all four hotels.
- Answer telephone calls and transfer calls to the appropriate person or guest.
- Provide information over the telephone.
- Print arrivals and traces, departures with revenue and Guest in house by rate check.
- Check VIP Report (Guests Request) and send through, make sure all early arrivals are noted.
- Update visitors’ records.
- Assist in filling out forms.
- Update shift diaries and report maintenance issues.
- Perform light maintenance on equipment.
- Perform filing activities.
- Keep work area clean and tidy on a constant basis.
- Assist in resolving clients’ issues and complaints.
- Manage inventory of office supplies and equipment.
- Liaise between departments and provide clerical support.
- Provide hospitable service to the standards laid down by the hotel.
- To offer assistance to other departments, e.g. Bar, Restaurants, Housekeeping and spa whenever needed.
- To anticipate guest needs to carry out their request in a courteous and helpful manner.
- To ensure all charges are posted correctly following standards and procedures.
- To deal with cash, to ensure that any discrepancies are reported immediately.
- To ensure that all messages are passed on accurately and as quickly as possible.
- To ensure the security of the guest property.
- To undertake any other reasonable duties as directed by management.
- 5 Star Hotel
Hostess
Southern Sun-OR Thabo International Airport
02.2004 - 09.2005
- Hostess is responsible to receive and give warm welcome to guest
- Offer consistently professional, warm and engaging service
- Maintain and update knowledge of the hotel and local services and supply information and respond to guest queries
- Good public relations and enhance sale for the hotel at every opportunity
- To be efficient and pleasant
Education
Introduction to contact centres - Understanding the service industry, Managing call effectively, Telephone techniques
Conners Stone College
01.2006
Senior Certificate - undefined
Palm Ridge Secondary School
01.2003
Skills
Opera by Micros
References
- Mr. Mashamalirwa, 015 295 4042, Operations manager (Boutique Fusion)
- Tebogo Mokoena, 073 116 1812, Front Office Manager
- J. Moyo, 011 977 3600, Food and Beverages Manager (Southern ORT)
- Michelle, 079 535 2744, Supervisor (Biological Pharmaceutical)
- Portia Moloi, 073 993 2611, Senior Receptionist (Elizabeth Lodge)
Timeline
Duty Manager
Fusion Boutique Hotel
10.2020 - 03.2021
Hotel Front Office Supervisor
Peermont D’oreale Grande Hotel
06.2010 - 10.2020
Hostess
Southern Sun-OR Thabo International Airport
02.2004 - 09.2005
Receptionist
Elizabeth Lodge
Sale Representative
Biologica Pharmaceutical
Introduction to contact centres - Understanding the service industry, Managing call effectively, Telephone techniques
Conners Stone College
Senior Certificate - undefined
Palm Ridge Secondary School