Experience

Europcar South Africa

• South Africa
• Travel Arrangements
• 300 - 400 Employee

• Customer Service Manager

  • Nov 2020 - Present

  Manager: Customer Service & Sales Support for Europcar Southern Africa & Tempest Car Hire South Africa

• Contact Center Manager

  • Jul 2010 - Nov 2020

  Imperial Chauffeur Drive merged with Europcar Southern Africa and we became Europcar Chauffeur Service. During my time as the Call Centre manager numerous responsibilities have been added to my portfolio, these include maintaining of rates, online booking system and primary liaison with our national Sales team, marketing for Chauffeur Service as well Administrator or our Operating system. Most recently being that I oversee not only the Chauffeur Services Call Centre, but also the Telesales Call Centre for Car Rental as well as coordinating and managing Facilities for the building we currently occupy that accommodates around 250 members of staff over 3 separate companies within the Imperial Car Rental Division. One achievement I am particularly proud of is being named the Best Support Person within Europcar Southern Africa by our CEO. Show less

• Europcar Chauffeur Service Call Centre Manager

  • Jan 2007 - Nov 2020



Imperial Chauffeur Drive

• Call Centre Manager

  • Apr 2008 - Jun 2010

  Overseeing day-to-day operations of all reservations made through the Call Centre via all methods of communication. Servicing International as well as Domestic customers, corporate as well as individuals. As the focal point of all customer based communication, queries, compliments, complaints and disputes were raised with the Call Centre and communicated to the relevant departments.

• Branch Manager within Hotel Division

  • Jan 2007 - Mar 2008

  Overseeing day-to-day operations of Chauffeur Drive services offered to the guests and staff of the InterContinental Sandton Towers Hotel (5 star), Sandton Sun Hotel (5 star) and The Grace Hotel in Rosebank (5 star). Establishing and maintaining of the relationships with the hotels, coordinating transport schedules for VIP guests, as well as the administration and control of the company’s assets, ensuring maximum profitable utilisation. Responsible for the training of new staff within the Gauteng province, and called upon regularly to coordinate executive transport services as well meeting and greeting of VIP’s for the company outside of the hotel environment, ensuring the maximum level of service excellence is maintained at all times. Show less



The Protea Hotel Shangri-La Country Lodge (3 star)

• Rooms Division Manager

  • Feb 2005 - Jan 2007

  Overseeing day-to-day operations of Front Office & Reservations – ensuring maximum overall yield, liaising with guests, booking agent and Protea Central Reservations, implementing and fine tuning procedures, month-end reporting, banking and administration; , Housekeeping – ordering stock, month-end reporting, staffing daily organisation; Security – daily operations

• Assistant General Manager

  • Feb 2005 - Jan 2007

  Overall hotel operations with special focus on Marketing, Training of staff and Guest Relations



NQTAC Cape cc t/a NQTAC

• South Africa

• Consultant

  • Jan 2003 - Feb 2005

  Training, coaching and assessing of learners completing qualifications on NQ levels 1 to 5 in the following functional areas: Front of House (Reception, Reservations, Porters, Concierge), F&B (Restaurant, Bar and Banqueting), Accommodation Services (Housekeeping), liaising with management about training & development needs of staff, facilitating and/or sourcing training courses, monthly reporting about learner’s progress to hotel management, I was also a member of and chairperson for some Employment Equity Committees and Workplace Training Forums at the hotels. The properties I worked at include: The Michelangelo Hotel (Member of the Leading Hotels of the World) (5 star) – Sandton, Centurion Lake Hotel (4 star) – Centurion, Pretoria, Bakubung Bush Lodge (4 star), Tshukudu Bush Lodge (5 star) and Kwa Maritane Bush Lodge (4 star) – Pilanesberg, The Commodore hotel (5 star) and The Portswood hotel (4 star) – Cape Town (all these hotels form part of the Legacy Hotels and Resorts International portfolio) as well as The Grande Rouch Hotel (Member of Relais & Châteaux Association & Relais Gourmands) – Paarl, The Lanzerac Manor Hotel (5 star) – Stellenbosch, Erinvale Estate Hotel (4 star) – Somerset West, Birchwood Executive Hotel (4 star) – Boksburg, NQTAC Hotel School at The Far Hills Country Hotel (4 star) – George Show less



The Courtyard Arcadia (4 star) – City Lodge Group of Hotels

• Receptionist & Relief Night Auditor

  • May 1999 - Jan 2003

  Welcoming guests to the hotel and administering their check-in, answering the switchboard and directing calls, maintaining guest accounts, assisting guests with queries and concierge services, promoting and selling services and facilities of the hotel also those offered by the City Lodge group in general, administering the guests check-out, conducting relief night audit function in the absence of the regular night auditor

• Reservations / Duty Manager

  • May 1999 - Jan 2003

  Responsible for handling all aspects of reservations (i.e. making of, updating, confirming and guaranteeing) for both individual as well as group reservations for accommodation and conferences on all media, promoting and selling other hotels within the City Lodge Hotels Group overseeing the full hotel operation in the absence of senior management, liaising with guests.

• Junior Assistant General Manager

  • May 1999 - Jan 2003

  Primarily responsible for Rooms Division & Property, managing front office and reservation operations, controlling the housekeeping operations in conjunction with the Executive Housekeeper, controlling the maintenance operations in conjunction with the Maintenance Manager, and controlling the security operations in conjunction with the outsource company, controlling stock i.e. stocktaking, ordering and issuing of stationary, linen and guest supplies, day to day and month-end reporting to the Admin. Controller, General Manager and City Lodge Head Office, overseeing and managing the Food & Beverage operation in the absence of the F&B Manager including the processing of invoices, liaising with suppliers, ordering of stock and producing month-end reports, liaising and hosting individual, corporate, diplomatic and tour group guests, maintaining service excellence by all staff for ultimate guest satisfaction and so ensuring the hotel builds and expands on it’s loyal customer base Show less



Joma Sweets cc t/a Bonbon

• Hatfield, Pretoria, Gauteng

• Assistant Manager

  • May 1998 - May 1999

  Customer relations, cash register & stock control, displays, wrapping and delivery, telephone and messages, training of shop staff, filing, banking, taking and preparing orders Customer relations, cash register & stock control, displays, wrapping and delivery, telephone and messages, training of shop staff, filing, banking, taking and preparing orders



Association for People with Disabilities – Gauteng North (APD)

• Pretoria, Gauteng

• Personal Assistant to the Marketing & Fundraising Manager

  • Sep 1997 - Apr 1998

  Assisting with marketing and coordinating fundraising campaigns, compiling performance synopses and income summaries. As assistant it was also my responsibility to collect and drop fund raisers at venues and organise access, equipment and wheelchairs for campaigns Assisting with marketing and coordinating fundraising campaigns, compiling performance synopses and income summaries. As assistant it was also my responsibility to collect and drop fund raisers at venues and organise access, equipment and wheelchairs for campaigns