Siphiwayinkhosi Sandra Shongwe
Mbabane,Eswatini
Summary
Highly motivated Front Desk Agent with talent for assisting guests in general services such as billing, check-out and check-in. Qualified across different areas of hotel management with specialty in conflict resolution. Friendly and enthusiastic Waitress adept at operating in fast-paced environments with demanding objectives for sales, service and quality. Talent for adapting to changing menus and policies, as well as handling customer issues. Analytical problem-solver adept at managing time and preparing for future guests with efficient side work.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
Work History
Front desk receptionist
Pigg's Peak Hotel & Casino
Pigg's Peak, Eswatini
01.2022 - Current
- Greeted incoming customers in a professional manner and provided friendly, knowledgeable assistance.
- Reduced waiting times through effective time and resource management.
- Expertly handled complaints and recorded customer feedback to enhance guest experience.
- Screened and verified visitor IDs, maintaining security of personnel and office environment.
- Resolved minor customer issues and requests for information, escalating complex problems to line manager.
- Processed and prepared documents, including memos, correspondence and travel vouchers.
- Greeted visitors upon arrival, verifying identity and booking details and issuing visitor passes.
- Kept reception area clean and neat to give visitors positive impression of the company.
- Delivered front of house duties with warm and professional manner.
- Wrote professional letters, memos and emails for internal and external business communication.
- Managed office calendar, set new appointments and assisted with arrangements.
- Managed high volume of incoming calls from multi-line telephone system and documented messages.
- Coordinated travel flights, accommodation and itineraries for office staff.
Waiter
Pigg's Peak Hotel & Casino
Pigg's Peak , Eswatini
01.2019 - 12.2020
- Assisted customers with menu selection, offering knowledge of current special dishes and personal recommendations to build rapport.
- Calculated charges, issued bills and collected payments, processing accurately to avoid till discrepancies.
- Managed restaurant closing duties, from cleaning dining areas to cashing up tills.
- Served meals and drinks with professionalism and skill, maintaining high presentation and quality standards.
- Practiced healthy and safety measures to comply with regulations.
- Delivered food and drinks discreetly for seamless and unobtrusive service.
- Cleaned and set tables quickly after customers left to maximise restaurant capacity.
- Offered menu recommendations as appropriate, displaying expert knowledge of food and drink pairings.
- Maintained excellent level of service in busy and demanding restaurant environment.
Housekeeping supervisor
Pigg's Peak Hotel & Casino
Pigg's Peak, Eswatini
01.2018 - 12.2019
- Worked with front desk staff to respond promptly to guest requests, maximising customer satisfaction.
- Audited rooms after cleaning to check cleanliness standards.
- Managed cleaning product stock in line with COSHH regulations.
- Requisitioned housekeeping supplies and guest toiletries to maintain adequate inventory levels.
- Actioned customer feedback to improve satisfaction ratings.
- Cleaned and disinfected rooms and communal areas to deliver first-class facilities.
- Completed shift reports for smooth handovers and Back of House operations.
- Implemented consistently high standards of cleanliness to facilitate excellent customer satisfaction.
- Managed team schedule to deliver cleaning consistent with check-in and departure times.
- Communicated repair needs to maintenance staff for prompt remedial action.
- Laundered items within set timeframes to meet hotel demands.
- Delegated tasks and briefed staff on shift requirements to meet KPIs.
- Inspected rooms to confirm quality and attention to detail met brand standards.
- Maintained faultless cleanliness standards to exceed guest expectations and encouratge repeat visits.
Education
GCSEs -
Hermann Gmainer High School
Eswatini 01.2009 - 12.2013
short course certificate - customer service
Brentwood open learning college
Eswatini 01.2024 - 01.2024
Skills
- Active listening
- Administrative support
- Team collaboration
- Multi-line telephone systems
- Event coordination
- Customer service
- Tech-savvy
- Certified Microsoft Office Specialist
- Email management
- Health and safety procedures
- Queue management
- Table resetting
- Cash handling
- Dietary awareness
- Extensive hospitality background
- Till balancing
- High-volume dining
- Enthusiastic communicator
- Food ingredients expert
- F&B upselling
- DUPLICATE - Point of Sale system operation
Timeline
short course certificate - customer service
Brentwood open learning college
01.2024 - 01.2024
Front desk receptionist
Pigg's Peak Hotel & Casino
01.2022 - Current
Waiter
Pigg's Peak Hotel & Casino
01.2019 - 12.2020
Housekeeping supervisor
Pigg's Peak Hotel & Casino
01.2018 - 12.2019
GCSEs -
Hermann Gmainer High School
01.2009 - 12.2013
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