Nomsa Nyathi
Hospitality Consultant at Micros South Africa- Claim this Profile
Click to upgrade to our gold package
for the full feature experience.
Topline Score
Bio
Credentials
-
ITIL Foundation Level
APMG International -
National Diploma Tourism Management
-
Experience
-
Micros South Africa (Pty) Ltd
-
South Africa
-
IT Services and IT Consulting
-
100 - 200 Employee
-
Hospitality Consultant
-
Mar 2011 - Present
: PROVIDING TELEPHONIC SUPPORT TO MOST MAJOR HOTELS: ANSWERING INCOMING CALLS AND EMAILS: INSTALLING OPERA: TRAINING ON OPERA: TROUBLE SHOOT NETWORK CONNECTIVITY ISSUES: ATTENDING TO CLIENTS PROBLEMS & COMPLAINTS : IT SUPPORT FOR MOST MAJOR HOTELS: LOGGING ALL IN COMING CALLS ON CUSTOMER RESPONSE MANAGEMENT SYSTEM: FOLLOWING UP WITH CLIENTS: PROMOTING TEAMWORK AND KEEPING MORALE HIGH: COORDINATION BETWEEN CLIENTS & BACK OFFICE: DETERMINE PRIORITY CALLS AND ACTION THEM TO RELEVANT PARTIES: IMPLEMENT SOLUTIONS AND RESOLVE ISSUES TO CUSTOMER’S SATISFACTION : WHERE NECESSARY ESCALATE CALLS TO RELEVANT DEPARTMENTS Show less
-
-
Opera support supervisor
-
Mar 2011 - Present
Provide coaching to agents where technical and operational gaps are identified.Ensure that agents have arrived on time for their shifts.Ensure that agents adhere to shift break schedule and that there are no agents going for breaks in groups.Ensure that agents are logged on to their phones and available to assist clients.Ensure that you are logged in your phone and available to take client escalations.Monitor and manage the assignment of calls within the team and to other teams.Ensure that problems or complaints are actioned without delay and that effective follow-up action takes place to avoid recurrence.Provide technical support on escalated issues.Manage and coordinate major incidents (Priority 1 and 2) for all clients.General supervision of the support desk.Effectively delegating shift tasks and ensure accomplishment after hours.Address all irregularities within the team with managementReal time support and coaching of agents in person and across electronic media.Identify and advise management of procedures that may require updating or reviewing within the team/business.Implement and maintain procedures which contribute to increased efficiency in terms of customer support, i.e. functionality, reporting, automated tasks, etc.To employ sound decision making when dealing with customer support issues i.r.o. escalation (EAME, USA, and others); resolve customer issues in the most efficient manner, in the shortest possible time.Check that incoming emails are logged within acceptable time frames and responded to the clients with a case number (email must not be a copy & paste from CRM with odd highlighting or fonts)Check that cases being logged have the correct priority, logged in the appropriate categories, assigned to the correct person/team/skill set & that grammar is correct.Check there are no queues where people have gone off shiftCheck pending cases daily & frequently check for suspended cases Show less
-
-
Opera Support and Escalations Supervisor
-
Mar 2011 - Present
Provide coaching to agents where technical and operational gaps are identified.Ensure that agents have arrived on time for their shifts.Ensure that agents adhere to shift break schedule and that there are no agents going for breaks in groups.Ensure that agents are logged on to their phones and available to assist clients.Ensure that you are logged in your phone and available to take client escalations.Monitor and manage the assignment of calls within the team and to other teams.Ensure that problems or complaints are actioned without delay and that effective follow-up action takes place to avoid recurrence.Provide technical support on escalated issues.Manage and coordinate major incidents (Priority 1 and 2) for all clients.General supervision of the support desk.Effectively delegating shift tasks and ensure accomplishment after hours.Address all irregularities within the team with managementReal time support and coaching of agents in person and across electronic media.Identify and advise management of procedures that may require updating or reviewing within the team/business.Implement and maintain procedures which contribute to increased efficiency in terms of customer support, i.e. functionality, reporting, automated tasks, etc.To employ sound decision making when dealing with customer support issues i.r.o. escalation (EAME, USA, and others); resolve customer issues in the most efficient manner, in the shortest possible time.Check that incoming emails are logged within acceptable time frames and responded to the clients with a case number (email must not be a copy & paste from CRM with odd highlighting or fonts)Check that cases being logged have the correct priority, logged in the appropriate categories, assigned to the correct person/team/skill set & that grammar is correct.Check there are no queues where people have gone off shiftCheck pending cases daily & frequently check for suspended cases Show less
-
-
-
Sheraton Pretoria Hotel
-
South Africa
-
Hospitality
-
1 - 100 Employee
-
Front Office Supervisor
-
Mar 2010 - Feb 2011
: MAKING RESERVATIONS FOR GROUP & INDIVIDUALS : ACCOMMODATION MANAGEMENT ON OPERA 5.0 SYSTEM : ATTENDING GUEST PROBLEMS & COMPLAINS : FOLLOW UP UNPAID INVOICES : DAILY SHIFT CLOSING & BANKING : PROMOTING TEAMWORK AND KEEPING MORALE HIGH : KEEPING MAINTENANCE OPERATIONS RUNNING SMOOTHLY AND EFFICIENTLY : BOOK AIRPORT TRANSFERS & TOUR ARRANGEMENTS : COORDINATION BETWEEN FRONT & BACK OFFICE : PREPARING & FOLLOW UP OTHER LEGAL & FORMAL DOCUMENTS : STAFF TRAINIG : ROOM DIVISSION : MAKING SURE THAT GUESTS ARE OFFERED WARM AND FRIENDLY WELCOME AND A SPEEDY CHECK IN AND CHECK OUT. Show less
-
-
-
-
Front Office Supervisor
-
Mar 2008 - Mar 2010
: MAKING RESERVATIONS FOR GROUP & INDIVIDUALS : ACCOMMODATION MANAGEMENT ON MADALION SYSTEM : ATTENDING GUEST PROBLEMS & COMPLAINS : FOLLOW UP UNPAID INVOICES : DAILY SHIFT CLOSING & BANKING : HANDLING BUSY SWITCHBOARD : MANAGING THE SHIFT ALONE : MAKE QUOTATIONS FOR GROUPS & INDIVIDUALS : BOOK AIRPORT TRANSFERS & TOUR ARRANGEMENTS : COORDINATION BETWEEN FRONT & BACK OFFICE : PREPARING & FOLLOW UP OTHER LEGAL & FORMAL DOCUMENTS : FILLING : PHOTOCOPING : DATA CAPTURING : RUNNIG BACKUP FOR THE HOTEL : RUNNING NIGHT AUDIT : CASHUP FOR RESTAURANT : STAFF TRAINIG : ROOM DIVISION : TAKING MESSAGES FOR MANAGER Show less
-
-
Education
-
2003 - 2007
Tshwane University of Technology
Tourism and Travel Services Management -
1997 - 2001
Belfast Academy High School
High School, 12
Community
