Front desk agent / hotel Operator
Sonesta Resort
Total years of experience :14 years, 7 Months
My job at Sonesta Resort entails assisting guests with issues that may arise. I am the first hand problem-solver for our guests and, as such, I am always treating my Guests with warmth, positivity, and patience. I take customer service seriously, and I pride myself in my ability to show our guests just how much they mean to us! Part of my Duties are
• Providing courteous, efficient telephone service to guests and public. Accurately record messages and promptly notify guest or hotel employees.
• Providing wake-up calls to guest rooms.
• Providing guest with local directions and general information in a courteous and accurate manner.
• Maintaining an accurate listing with current status of all registered guests.
• Acting as central communications point during emergency situations by having thorough knowledge of safety and security procedures and having phone numbers of local fire, police, and poison control.
• Operating in-house paging system as well as base communications with security and maintenance departments.
• Following-up with call-backs to ensure that guest amenity requests and assistance for engineering/housekeepers have been addressed. This includes fax/envelope deliveries to rooms and any other concerns dealing with celebrities.
• Coordinating all emergencies according to established procedures.
• Block rooms as necessary
• Responding quickly to guest requests or complaints in a friendly manner. Follow up to ensure guest satisfaction.
• Providing a professional image at all times through appearance and dress.
• Following company policies and procedures.
I Worked at Browns Jewelers for a year as a sales administrator I dealt with incoming customer enquiries and assisting the sales team with daily sales administration activities. My Strong communication skills, High organizational skills and ability to manage a number of projects at the same time helped me carry out this role with ease
I Also :
• Processed a high volume of product orders.
• Processed invoices for all sales transactions
• Checked prices and contracts are up to date.
• Reported monthly sales results to the sales team.
• Supported the sales force with general operations to help reach the team’s objectives.
• Took phone calls from customers.
• Communicated internally important feedback from customers.
• Processed staff timesheets.
• Dealt with and responding to high volumes of emails.
● Ensured customer service by remaining accessible and friendly.
● Anticipated identified and fulfilled guests’ needs.
● Respond to inquiries regarding meal preparation and service.
● Ensure high guest check averages by suggesting and selling additional food and beverage items.
● continually visited guest tables to promote inviting and attentive service.
● Regularly follow-up with guest tables and promptly fulfilled additional requests.
● Collect payments and balance transactions with receipts.
● Frequently assisted colleagues to foster and promote teamwork while providing exceptional
service and guest dining experience.
● Conducted side work and restocking supplies.
● Provided dining service for this exclusive 60-cover restaurant. Responsibilities included
overseeing reservations, assisting in menu development, training staff, and serving as the
restaurant's representative to the public.
● Described menu items, daily specials in detail and provided recommendations when requested.
Handle cash, bus tables, and input orders. Ensured all guest expectations were met and
exceeded by actively checking up with customers and quickly corrected issues.
● Provided superior guest service, friendliness and restaurant cleanliness using the restaurant’s
policies and procedures. Promptly greeted guests and took orders. Accurately prepared checks and handled payment. Bussed tables and stocked service areas with supplies.
I worked for Woolworths for 6 years and In My role As A Human Resources and Finance administrator I Demonstrated exceptional customer service by Greeting and offering service with a smile. Acknowledges and Engaged with internal and external customers in a professional manner and responded to all switchboard calls promptly. Dealt with complaints, requests, and queries quickly and efficiently .. Among other things I Also :
• Made sure that all inbound and outbound calls are answered at the switchboard
• Completed Finance Administration
• Responsible for managing cash activities in the store ( receive and issue floats)
• Issued, received and ordered controlled stationery
• Controlled all high risk keys & Conducting random till spot checks
• Finalised and close off Cash Analysis on the system and manually
• Responsible for Reconciling Centre and Woolworths vouchers & retain reports
• Finalised Weekly staff analysis & all attendance registers for contractors
• Ensured that leave types are accurately captured on staff planner and People Soft
• Responsible for Consolidating and submitting reports to the head office
• Ordered and controlled uniforms / name badges & swipe cards
• Consolidate all Compensation of Injuries and Diseases Act (COIDA) cases and send to Corporate Invest & Risk Compensation (CIRC)
• Responsible for Updating and maintaining HR notice board with adverts, legislation, staffing and training
• Collect, complete and follow-up on terminations, dismissals, resignations and retrenchments and process Earnings and deductions
• Processes all expenses
• Run daily reports on exceptions
• Ensure the dashboard is clear at the end of the shift
• Perform end of day matra daily to close/open store
• Captured and updated staff details on Staff Planner and people soft, Managed and Sent filed documents to Shared Services
• Accurately Processed Payroll administration for all payment types
• Controlled and analysed stock reports to ensure risk compliance and identify exceptions
• Maintained all systems, methods and procedures (SMP's) relating to cash analysis and vouchers
• Demonstrated personal leadership (Leadership)
Bachelor of consumer behavior - Hospitality management
Accounting English Afrikaans Economics Business economics