Front Desk Service Delivery
Resume:
ANITA MORUBANE
CURRICULUM VITAE Female
Johannesburg
ad6y0p@r.postjobfree.com
CAREER OBJECTIVE
Dedicated and highly organized Palace Supervisor with a proven track record of providing exceptional service in overseeing the operations and management of prestigious establishments. Possessing a keen eye for detail and a passion for delivering top-tier guest experiences, I am committed to maintaining the highest standards of hospitality. With strong leadership skills and the ability to lead diverse teams, I am adept at fostering a harmonious work environment while ensuring seamless operations. As a customer-centric professional, I am eager to contribute my expertise to uphold the reputation and excellence of esteemed establishments. She’s highly dynamic and resourceful team player well versed on developing efficient processes using knowledge of hospitality, client management and compliance. Comfortable working in a fast paced, challenging, growth orientated work environment and possess a proven ability to ensure that procedures, standards and communications are understood and implemented effectively. Extensive knowledge in handling multiple matters simultaneously and providing quality advice and services. Possess efficient communication skills to liaise with all levels of clients and staff to deliver effective solutions needed to achieve client satisfaction and organizational goals. WORK EXPERIENCE
Al Attiya Palace Qatar March 2022 - Current
Palace Supervisor
RESPONSIBILITIES
• Guest Relations: Providing personalized service to distinguished guests, anticipating their needs, and ensuring their comfort and satisfaction throughout their stay.
• Team Management: Leading and supervising a team of staff members, including front desk personnel, concierge, housekeeping, dining staff, and event coordinators.
• Staff Training and Development: Conducting training programs to enhance the skills and service delivery of the staff, emphasizing the importance of professionalism and attention to detail.
• Daily Operations: Overseeing all daily operations of the palace, including check-ins, check-outs, reservations, and handling guest inquiries and special requests.
• Event Coordination: Coordinating and managing special events, conferences, weddings, and other functions held at the palace, ensuring seamless execution and exceeding guest expectations.
• Safety and Security: Implementing and enforcing safety and security protocols to safeguard the well-being of guests, staff, and the property.
• Aesthetics and Upkeep: Ensuring the palace's aesthetics and ambiance are maintained to the highest standards, overseeing housekeeping and maintenance teams.
• Financial Management: Managing budgets and financial resources efficiently, monitoring expenses, and optimizing resource allocation to achieve cost-effectiveness.
• Quality Control: Upholding the establishment's reputation for excellence by ensuring that all services, amenities, and facilities meet or exceed the highest quality standards.
• Problem-Solving: Addressing any guest concerns or complaints promptly and effectively, finding solutions to enhance guest satisfaction.
• Collaboration: Collaborating with other departments, vendors, and suppliers to ensure a seamless and memorable guest experience.
• Crisis Management: Being prepared to handle any emergencies or unexpected situations that may arise, implementing crisis management protocols when necessary.
• Continuous Improvement: Identifying opportunities for continuous improvement and implementing best practices to enhance service delivery and guest experiences. Premier Hotel OR Tambo August 2019 – February 2022 Receptionist
RESPONSIBILITIES
• Guest Check-In and Check-Out: Greeting arriving guests, checking them in, and providing necessary information about the hotel's facilities and services.
• Ensuring a seamless check-out process and handling any billing or payment transactions.
• Reservations Management: Handling room reservations, managing room availability, and ensuring accurate and up-to-date reservation records.
• Guest Services: Attending to guests' inquiries, requests, and special needs with efficiency and a courteous demeanour.
• Telephone and Email Handling: Answering incoming calls promptly, providing information, and forwarding calls to the appropriate departments.
• Responding to emails and guest inquiries in a timely and professional manner.
• Lobby Management: Maintaining the appearance and ambiance of the hotel lobby, ensuring it is welcoming and tidy at all times.
• Guest Relations: Building positive relationships with guests, addressing any concerns, and striving to exceed their expectations.
• Concierge Services: Providing guests with information on local attractions, transportation options, and assisting with restaurant reservations or tour bookings.
• Cash Handling: Managing cash transactions accurately and maintaining the security of cash and guest valuables.
Premier Hotel OR Tambo - Kubatana Restaurant May 2012 – August 2019 Supervisor
RESPONSIBILITIES
• Staff Management: Supervising and guiding restaurant staff, including servers, hosts/hostesses, and bartenders. Providing training, motivation, and performance evaluations to maintain a high standard of service.
• Shift Scheduling: Creating and managing employee work schedules to ensure adequate coverage during peak hours and efficient operations.
• Customer Service: Ensuring that all guests receive friendly, prompt, and attentive service. Handling guest inquiries, resolving complaints, and ensuring guest satisfaction.
• Order Management: Overseeing the order-taking process and ensuring accuracy in food and beverage orders. Coordinating with the kitchen and bar staff to ensure timely delivery of meals and drinks.
• Quality Control: Ensuring that all food and beverages served meet the restaurant's quality standards and presentation guidelines.
• Inventory Management: Monitoring and controlling restaurant inventory, including food, beverages, and supplies. Reordering items as needed to maintain optimal stock levels.
• Health and Safety Compliance: Ensuring adherence to health and safety regulations, sanitation standards, and proper food handling practices in the restaurant.
• Upselling and Promotion: Training staff on suggestive selling techniques to promote menu items and specials, increasing revenue opportunities.
• Financial Reporting: Assisting with financial tasks, such as cash handling, recording sales, and preparing daily revenue reports.
• Table Management: Overseeing table assignments and reservations, optimizing seating arrangements to accommodate guest preferences and maximize restaurant capacity.
• Training and Development: Conducting staff training on service standards, menu knowledge, and customer engagement to enhance the overall guest experience.
• Restaurant Ambiance: Ensuring that the restaurant's ambiance and decor are well-maintained and align with the brand image of Premier Hotel OR Tambo
EARLIER CAREER PROGRESSION
February 2008 – March 2010 Garden Court Hotel Cashier/Hostess January 2006 - January 2008 Coachman’s Inn Waitress EDUCATION
SKILLS AND KNOWLEDGE
• Hospitality Management: Extensive experience in managing palace operations, ensuring the delivery of unparalleled guest services, and maintaining a welcoming and luxurious ambiance.
• Team Leadership: Proven ability to lead and motivate teams of staff members, promoting a culture of teamwork, professionalism, and excellence.
• Guest Relations: Exceptional interpersonal skills with a focus on providing personalized service and anticipating the needs of distinguished guests.
• Operations Oversight: Proficient in overseeing all aspects of palace operations, including front desk, concierge, housekeeping, dining, events, and facilities management.
• Training and Development: Skilled in conducting staff training programs to enhance service delivery and ensure adherence to established standards.
ATTRIBUTES
Excellent Communication Skills (verbal & written) • Multitasking • Time management • Adaptable • Stress Management
• Leadership Skills • Decision Making • Conflict Resolution • Flexibility • Organizing and Planning Work well under pressure • Interpersonal Skills • Strategist • Willing to learn • Team Work • Handling Confidentiality • Strong morals and professional ethics • Emotional Intelligence • People Management REFERENCES WILL BE PROVIDED ON REQUEST
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