Ziyanda Magazi
Mthatha
Summary
Dynamic guest services professional with extensive experience at S.S The Cullinan, excelling in complaint resolution and front office management. Proven ability to enhance guest satisfaction through effective communication and staff supervision. Skilled in payment processing and shift reporting, consistently ensuring smooth operations and a welcoming environment for all guests.
Overview
5
5
years of professional experience
Work History
Guest Services Attendant
Garden Court Mthatha
Mthatha
11.2022 - Current
- Greeted guests upon arrival, verified reservations and checked-in guests.
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Participated in weekly meetings with management team to discuss strategies for improving guest experience ratings.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Prepared daily shift reports summarizing guest feedback and any unresolved issues.
- Responded calmly and professionally to guest complaints, resolved issues promptly, escalated to management when necessary and contacted emergency responders when required.
- Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
- Greeted walk-in and phone guests, determining interests and needs.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Reliving Night Auditor
- Reliving Banqueting Co- Ordinator
Front Office Supervisor
S.S The Cullinan
Cape Town
12.2019 - 12.2021
- Monitored office inventory to maintain supply levels.
- Conducted staff performance evaluations to monitor progress and individual skills.
- Created schedule of front office workers.
- Ensured all front office activities complied with legal, regulatory, and company policies.
- Supervised front office staff, including hiring and training new employees.
- Resolved customer complaints in a timely manner.
- Maintained accurate records of all guests' bookings and payments.
- Responded promptly to inquiries from guests or potential customers via phone or email.
- Developed administrative team to support corporate growth and objectives.
- Reliving the duty manager when there is management
Education
High School Diploma -
Phakamani Senior Secondary School
ButterworthSome College (No Degree) - Marketing Management
East London College
East LondonSkills
- Guest service
- Payment processing
- Front office management
- Shift reporting
- Complaint resolution
- Staff supervision
- Time management
- Communication skills
References
S.S. The Cullinan Hotel
Anthony Christen (021 415 4000)
Front Office Manager
Garden Court Mthatha
Hlengiwe Mbonwa (047 505 3500)
General Manager
Timeline
Guest Services Attendant
Garden Court Mthatha
11.2022 - Current
Front Office Supervisor
S.S The Cullinan
12.2019 - 12.2021
High School Diploma -
Phakamani Senior Secondary School
Some College (No Degree) - Marketing Management
East London College
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