Likhwa Simelane
Manzini
Summary
Proven expert in customer service and sales, I excelled at The George Hotel by driving revenue growth and enhancing guest satisfaction. Leveraging leadership and communication skills, I adeptly managed high-volume events and resolved complex issues, fostering a loyal clientele and significantly improving service ratings.
Overview
3
3
years of professional experience
Work History
Hotel Batender
The George Hotel
08.2022 - Current
- Served high customer volumes during special events, nights, and weekends.
- Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
- Developed loyal clientele by consistently delivering outstanding service and engaging in friendly conversation.
- Upsold menu items to customers, driving up per sale revenues and maximizing profits.
- Proactively addressed potential conflicts or disturbances among patrons, maintaining a safe atmosphere for all guests.
- Resolved customer complaints with empathy and professionalism, turning potentially negative experiences into positive ones.
- Assisted with inventorying beverage stock and bar supplies.
Reservation Agent Intern
The George Hotel
06.2022 - 08.2022
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle with the guidance of our head reservation agent.
- Resolved various issues and discrepancies for customers.
- Resolved customer complaints with empathy and quick problem-solving, leading to decrease in negative feedback.
- Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
Hotel Front Desk Receptionist Intern
The George Hotel
05.2022 - 06.2022
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Collected room deposits, fees, and payments.
- Enhanced guest satisfaction by promptly addressing inquiries and concerns at the front desk.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Resolved guest complaints diplomatically, maintaining both guest satisfaction and hotel reputation.
- Utilized strong communication skills to effectively relay important information between staff members and management teams.
- Resolved service-related problems and documented actions in system.
- Participated in workshops and presentations related to projects to gain knowledge.
Education
Digital Marketing : Crafting A Winning Strategy
Mancosa Skill Me
Durban, South Africa 02-2025
Sales And Negotiation Skills
Alison Institute
Parkmore01-2025
Short Course in High Imapact Leadership
Mancosa Skill Me
Durban ,South Africa01-2025
Associate Degree - Associate Degree in International Tourism
Limkokwing University of Creative Technology
Mbabane11-2022
Skills
- customer service expect
- sales and negotiation expect
- communication skills expect
- booking systems expect
- public speaking expect
- leadership expect
reading book on human nature or psychology
books on human nature and persuasion helps me understand customers easily, from their buying preference's.
Additional Information
References; Sphosakhe Dladla 'food and beverages supervisor' 76529729
Samkelo Mdluli 'food and beverages manager' 76344511
Timeline
Hotel Batender
The George Hotel
08.2022 - Current
Reservation Agent Intern
The George Hotel
06.2022 - 08.2022
Hotel Front Desk Receptionist Intern
The George Hotel
05.2022 - 06.2022
Digital Marketing : Crafting A Winning Strategy
Mancosa Skill Me
Sales And Negotiation Skills
Alison Institute
Short Course in High Imapact Leadership
Mancosa Skill Me
Associate Degree - Associate Degree in International Tourism
Limkokwing University of Creative Technology
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