Experience

Aquazania

• South Africa
• Business Supplies & Equipment
• 1 - 100 Employee

• • Feb 2023 - Present

• • Oct 2021 - Feb 2023

  Promoted within a 2 years’ timeframe for exceeding goals and supporting company culture.∙ Serving as the lead point of contact for key accounts and responsible for building and fostering relationships with selected key accounts to maximize profitability and customer satisfaction. ∙ Resolving key client issues, complaints and developing a complete understanding of key account needs.∙ Managing communications between key clients and internal teams to ensure that the accounts are set up correctly and are within payment terms as per the agreement. ∙ Ensuring that all pending problems are being attended to.∙ Developing new business with existing clients and identifying areas of improvement to meet sales targets ∙ Maintaining all client documentation and cohesive up-to-date files so that accurate and relevant client data. ∙ Growing, managing and maintaining trust and strong business relationships with existing and new key accounts via personal visits, telephone calls, email contact and marketing campaigns.∙ Proposal development for all new business Show less

• • Oct 2019 - Oct 2021

  Primarily responsible for responding to customer queries and solving customer problems, this includes answering emails, answering calls, assessing and diagnosing all customer requests and an emphasis on product education for the customer. Troubleshooting and resolving equipment problems. Explaining customer account directly to the customer pertaining to invoices, bottle deposits & credit notes. Acting as a central point of coordination for communication with the customer & continuously managing customer’s expectations. Show less



Orion Group - Johannesburg

• South Africa
• Leasing Real Estate
• 1 - 100 Employee

• Central Reservationist/Duty Manager

  • Jun 2018 - Sep 2019

  - Administration for Velmore Hotel & Spa and Coach House Hotel - Live Chat Administration for 10 Property Hotels - OTA’s administration and management - Liaise with all 10 of Orion Hotels regarding reservations - Social Media Management for 5 of the 10 properties (Facebook) - Checking of daily arrivals for Velmore & Coach House Hotel - Capture payments from the bank statement to bookings - Customer Service, Hotel Receptionist & Reservations trainer - Front Office Manager duty role at Hotel Level - Implement policies and procedures for Front Office/Reception - Compiling competitor analysis & growth comparison reports - Liaising with OTA’s and Channel Manager regarding hotel rates - Daily filing of all written correspondence - Compiling Pro-forma Invoices for Individuals or Group bookings - Liaising with hotels for confirmed conferences and events - Database compilation - Negotiating rates & handling reservations Show less



City Lodge Hotels

• South Africa
• Hospitality
• 500 - 600 Employee

• Receptionist

  • May 2017 - Jun 2018

  - Welcoming and greeting guests - Answering and directing incoming calls - Informing guests of hotel rates and services - Making and confirming reservations for guests - Ensuring proper room allocation - Registering and checking guests in - Confirming relevant guest information - Verifying guest's payment method - Verifying and imprint credit cards for authorization - Issuing room keys and direct guests to their rooms - Maintaining clear and accurate records of guest room bookings - Computing all guest billings, accurately posting charges to guest rooms and house accounts - Receiving and transmitting messages for guests - Retrieving mail, packages and documents such as faxes for guests - Listening and responding to guest queries and requests both in-person and by phone - Providing accurate information about local attractions and services - Liaising with necessary staff including housekeeping and maintenance to address any problems or complaints made by guests - Completing and maintaining any incident reports, daily activity reports or other reports requested by management - Managing conference room bookings and scheduling - Closing guest accounts and checking guests out - Reviewing accounts and charges with guests during the check-out process - Processing accurate payment of guest accounts - Informing housekeeping when rooms have been vacated and are ready for cleaning - Monitor visitors to the hotel - Maintaining a neat and orderly front desk and reception area Show less



Hyatt Regency

• United States
• Hospitality
• 700 & Above Employee

• Reservations Agent

  • Jan 2015 - Apr 2017

  - Switch board duties, screening calls and transferring them to the correct department/persons - Providing guests with access to hotel services, forward in-room meal requests and ensure that mail, faxes and packages are delivered in a timely manner - Managing the Hotel’s Generic email and redirecting emails to the correct department - Dealing with irate guests and finding ways to resolve issues to the guest's satisfaction - Responsible for bookkeeping duties, including maintaining a cash drawer, preparing bank deposits and posting charges for items that guests may order or use during their stay. - Calculating the guest's final bill, charge credit cards to guarantee reservations - Following up on agency reservations for payment and vouchers for city ledger accounts - Filing duties, typing of reports and handling of credit card details (confidential documents) - Compiling Pro-forma invoices for reservations requests - Maintaining a smooth running of the hotels operations - Taking room service orders - Action daily reservation traces and following up on provisional bookings - Loading rooming lists and rooming list room allocation onto hotel system - Training new staff and internships students Show less



Mangwanani Spa Group

• South Africa
• Wellness and Fitness Services
• 1 - 100 Employee

• Events Coordinator

  • Jun 2014 - Oct 2014

  Short Term Contract as Events Coordinator for Mangwanani Mobile Spa and Assistant to the Development Manager. I was also part of the development team for Mangwanani Kids Spa. My duties Included: - Compiling quotations for clients - Understanding requirements for each event - Managing all event operations (Driver, therapists, decor, etc) - Doing final checks at the day of the event - Overseeing event happenings and acting quickly to resolve problems - Evaluating event’s success and submitting reports - Researching and contacting Vendors for Kids Spa - Contacting suppliers and tasting products - Arranging meetings for Development Manager - Training therapists on customer service and Mangwanani standards Show less



Walt Disney World

• United States
• Entertainment Providers
• 700 & Above Employee

• International Cultural Representative

  • Oct 2012 - Oct 2013

  • Responsible for providing prompt, courteous guest service • Active involvement with the guests in the Lobby • Direct involvement with the doorman to ensure a smooth check-in and check-out • Provide guests with access to hotel services • Conducted a tour session of the hotel for the guests • Assisted with the concierge/club lounge • Responsible for providing prompt, courteous guest service • Active involvement with the guests in the Lobby • Direct involvement with the doorman to ensure a smooth check-in and check-out • Provide guests with access to hotel services • Conducted a tour session of the hotel for the guests • Assisted with the concierge/club lounge



MTN

• South Africa
• Telecommunications
• 700 & Above Employee

• Customer Service Executive

  • May 2009 - Jan 2010

  • Greet customers warmly and ascertain problem or reason for calling • Advise on company information Suggest solutions when a product malfunctions • Attempt to persuade customer to reconsider cancellation Inform customer of deals and promotions • Work with customer service manager to ensure proper customer service is being delivered • Resolve customer complaints via phone, email, mail, or social media • Assisted in blacklisting and opening phone lines • Assisted with sim-swaps for number replacement Show less



Manchester United

• Spectator Sports
• 700 & Above Employee

• Hostess Server

  • May 2006 - Dec 2008



Convergys

• Altrincham

• Sales Representative

  • May 2006 - Nov 2008

  Convergys formerly known as LBM Direct Marketing Convergys formerly known as LBM Direct Marketing