Anine Kotze
Cape Town,South Africa
Summary
A confident and articulate supervisor with a strong focus on customer satisfaction, and enhancing the guest experience. Skilled at leading teams or contributing as a collaborative team member, I am recognized for my reliability and commitment to excellent service. I take pride in aligning with the values and goals of the organizations I represent. With specialized expertise delivering comprehensive information about the ship, ports, tours, and travel options, I strive to provide guests with insightful, helpful guidance to enhance their travel experience.
Overview
9
9
years of professional experience
Work History
Senior Guest Services Supervisor
Seabourn Cruise Line Limited
08.2025 - Current
- Managed daily operations of guest services team to ensure smooth functioning.
- Coordinated staff schedules to optimize service coverage and efficiency.
- Resolved guest complaints promptly to enhance customer satisfaction.
- Trained new employees on guest service protocols and company standards.
- Collaborated with departments to improve guest experience and service delivery.
- Developed training materials for ongoing staff development and performance improvement.
- Conducted regular team meetings to discuss performance goals and objectives.
- Provided day-to-day leadership and guidance to guest service staff.
- Monitored customer satisfaction levels to ensure quality services were provided.
- Participated in daily management meetings with other departments heads.
Guest Services Supervisor
Seabourn Cruise Line
08.2024 - 08.2025
- Responsibilities include managing passport handling and ensuring compliance with international travel regulations, creating detailed berthing lists, and overseeing accurate guest suite assignments.
- The role involves conducting team training sessions to maintain high service standards, supervising guest embarkation operations to ensure a seamless experience, and balancing guest pre-order financial transactions.
- Additionally, duties encompass scheduling team members effectively and managing the procurement of necessary consumables to support daily operations.
Guest Services Specialist
Seabourn Cruise Line
07.2023 - 07.2024
- Provides assistance to all guests with service issues, inquiries, and complaints, ensuring their needs are met with professionalism and care.
- Delivers comprehensive information about the ship, ports, tours, and travel options.
- Handles administrative and communication tasks efficiently while maintaining high standards of service.
- Possesses in-depth knowledge of shipboard operations, services, ports of call, and shore excursions to provide accurate and helpful guidance to guests.
Guest Services Operator
Seabourn Cruise Line
01.2023 - 07.2023
- As a telephone operator, I assisted guests with service issues, inquiries, and concerns, ensuring their needs were addressed with professionalism and care.
- I provided detailed information about the ship, ports, tours, and travel options.
- Additionally, I efficiently handled administrative and communication tasks while maintaining high service standards.
- With a strong understanding of shipboard operations, services, ports of call, and shore excursions, I was able to offer guests accurate and helpful guidance.
Therapist
One Spa World
03.2022 - 11.2022
- As a skilled therapist, expertise spans a wide range of therapeutic and wellness techniques, including Swedish, Deep Tissue, Bamboo, Thai Poultice (herbal and coconut), Hawaiian, African Wood, Aromatherapy, Reflexology (feet), Lymphatic Drainage, and Salt and Hot Stone massages.
- Proficient in advanced facial treatments such as Ionithermy, Biotec Facial, and Elemis Facial.
- Additionally, experience includes receptionist duties, ensuring seamless client interactions, appointment scheduling, and delivering exceptional customer service to enhance the overall guest experience.
Aesthetic Therapist
Diminish clinic
01.2022 - 03.2022
- As an Aesthetic Therapist, responsibilities encompass retail management, treatment delivery, client bookings, and follow-up to ensure an exceptional client experience.
- Skilled in performing advanced aesthetic treatments, including CoolSculpting, Body Cavitation, V-Shaping, Radiofrequency treatments for face and body, and Chemical Peels.
- Adept at fostering strong client relationships through personalized consultations, effective treatment plans, and ongoing care to achieve desired results while maintaining high standards of professionalism and service.
Retail therapist
Dermalogica Somerset Mall and Tygervalley Mall
11.2021 - 11.2021
- As a Retail Therapist, expertise lies in driving sales through personalized product recommendations, with a particular focus on Dermalogica skincare solutions.
- Skilled in assessing client needs and providing tailored advice to promote product efficacy and satisfaction.
- Additionally, adept at handling reception duties, including appointment scheduling, client inquiries, and ensuring seamless front-desk operations, all while maintaining a professional and client-focused approach to enhance sales and service delivery.
Therapist
The Sanctuary Stellenbosch
01.2019 - 11.2021
- As a dedicated therapist, I offer a broad range of skills in both sales and services, ensuring exceptional client experiences.
- Proficient in reception duties, including managing bookings, handling inquiries, and driving sales through tailored product and service recommendations.
- Skilled in performing a variety of treatments such as Medi-Heel therapies, waxing, Swedish and African Wood massages, Aromatherapy massages, manicures, pedicures, and tinting.
- Committed to delivering high-quality care while effectively promoting treatments and retail products to meet client needs and achieve business goals.
Part-time therapist
Spa Marine
12.2019 - 01.2021
- Expertise spans a wide range of beauty and wellness services, including Medi-Heel treatments, waxing, Swedish and African Wood massages, Aromatherapy massages, manicures, pedicures, and tinting.
- Proficient in delivering exceptional client experiences through personalized service and attention to detail.
- Experienced in reception duties, including scheduling appointments, managing client inquiries, and providing product and service recommendations.
- Strong sales skills, with a focus on promoting treatments and retail products to meet client needs and enhance their overall satisfaction.
Background actor
Funky Lemon
01.2017 - 09.2018
- As a background actor, I have had the opportunity to be part of several film and television productions, including roles as an extra and featured extra.
- My experience includes working on sets such as The Maze Runner 3, The Kissing Booth 1, and Action Point.
- I strive to be reliable, adaptable, and professional, and aim to contribute to the overall storytelling while working collaboratively and respectfully with both cast and crew.
Education
Training and Development Management -
University of Cape Town
09.2024
Diploma in Somatology -
Isa Carstens Academy Stellenbosch
12.2021
London Wellness Academy Training -
One Spa World
04.2021
Matric -
Strand High School
12.2016
Skills
- Interpersonal communication skills
- Dependability
- Fast learner
- Teamwork
- Guest relations expertise
- Critical thinking and problem-solving
- Adaptability
- Computer proficiency, including the usage of Polar, Excel, Siebel, MAST, GHESS, SilverWhere, AIMs, IRIS, and Fidelio
- Team leadership
Languages
- English
- Afrikaans
Personal Information
Date of Birth: 08/13/98
References
- Karolina Farkas Grammatas, Guest Services Manager, Seabourn Cruise Line, karolinicafarkas@gmail.com, 00 306907779418
- Lauren Louise Lee, Guest Services Manager, Seabourn Cruise Line, leelauren1998@gmail.com, +27 66 097 0459
- Mrs. Z Nell, Programme coordinator, Isa Carstens Academy, Stellenbosch, somastb@isacarstens.co.za
- Mrs. HH Burger, Campus Manager, Isa Carstens Academy, Stellenbosch, eduman@isacarstens.co.za
Leadership Roles
- Chairperson, Isa Carstens Academy, 12/01/20, 12/31/21
- Student Council, Isa Carstens Academy, 03/01/19, 12/31/21
Documents
- South African passport
- C1/D Visa
- Seafarers record book
- Seafarers Medical Certificate
Timeline
Senior Guest Services Supervisor
Seabourn Cruise Line Limited
08.2025 - Current
Guest Services Supervisor
Seabourn Cruise Line
08.2024 - 08.2025
Guest Services Specialist
Seabourn Cruise Line
07.2023 - 07.2024
Guest Services Operator
Seabourn Cruise Line
01.2023 - 07.2023
Therapist
One Spa World
03.2022 - 11.2022
Aesthetic Therapist
Diminish clinic
01.2022 - 03.2022
Retail therapist
Dermalogica Somerset Mall and Tygervalley Mall
11.2021 - 11.2021
Part-time therapist
Spa Marine
12.2019 - 01.2021
Therapist
The Sanctuary Stellenbosch
01.2019 - 11.2021
Background actor
Funky Lemon
01.2017 - 09.2018
Training and Development Management -
University of Cape Town
Diploma in Somatology -
Isa Carstens Academy Stellenbosch
London Wellness Academy Training -
One Spa World
Matric -
Strand High School