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
Bookingcom Extranet
Site Minder Extranet
Gulliver’s Extranet
Maxi rooms Extranet
Reserve Hotel
Payfast
Omni Housekeeping Portal
Expedia
Room Master PMS
Booking Button
Safari Now
SA Venues
Afristay
Microsoft Access
Microsoft Excel
Microsoft Outlook
Microsoft PowerPoint
Microsoft Visio
Microsoft Word
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