Summary
Overview
Work History
Education
Skills
Accomplishments
Education
References
Timeline
Generic

DEIDRE SNYMAN

Paarl

Summary

Passionate and confident individual with history of delivering outstanding customer service. Provides exceptional first impressions to guests. Works fast and accurately multi-tasking while maintaining positive attitude.

Service-oriented hospitality professional with solid background in leading guest service teams and ensuring memorable guest experiences. Known for collaborative approach and consistently achieving results by adapting to changing needs. Proficient in team leadership, problem-solving, and fostering positive environment, contributing to high guest satisfaction.

Knowledgeable in Hospitality with a solid foundation in administrative functions and track record of supporting efficient office operations. Successfully coordinated schedules, managed communications, and streamlined processes to enhance organizational performance. Demonstrated strong organizational and problem-solving skills in diverse workplace environments.

Overview

14
14
years of professional experience

Work History

Guest Service Supervisor/ Administration Officer

Princess Cruises
05.2023 - Current
  • Enhanced guest satisfaction by promptly addressing concerns and providing effective solutions.
  • Created memorable experiences for guests by anticipating their needs and going above expectations.
  • Supported sales efforts by offering upgrades, upsells, and additional services tailored to individual guest preferences.
  • Oversaw front desk operations, ensuring accuracy in reservations, billing procedures, and information updates.
  • Maintained accurate records of all guest interactions for better understanding of trends and patterns in customer behavior.
  • Streamlined check-in/out processes for improved efficiency and reduced wait times.
  • Mentored junior staff members on company policies and best practices leading to consistent levels of high-quality service delivery.
  • Collaborated with housekeeping staff to ensure clean and comfortable accommodations for guests.
  • Managed conflict resolution between guests and employees when needed resulting in timely resolutions without escalation.
  • Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
  • Supported team members by offering constructive feedback and coaching as needed.
  • Led weekly staff meetings to maintain continuity of service and quality standards.
  • Created and delivered effective training materials and courses.

Medical Administrator

Princess Cruises
01.2022 - 05.2023
  • Recorded and reviewed correspondence with staff and patients.
  • Treated patients from different backgrounds with respect.
  • Established safe, secure setting to minimise patient anxiety.
  • Produced financial statements and prepared for billing procedures.
  • Carried out ad-hoc documentation, communication and administrative functions.
  • Scheduled, confirmed and re-scheduled appointments using booking system.
  • Interviewed new and existing patients to obtain required personal information and medical history.
  • Answered patients' questions in person, by email, or by phone.
  • Assist with Medical Response duties
  • Communicated pressing information to healthcare professionals using standard channels.

Guest Service Agent

P&O Australia Cruise Liner
08.2015 - 04.2019
  • Assistant Night Manager
  • Hotel Clerk
  • Assistant Crew Agent
  • Greeted guests warmly and politely when entering the building, and excellent first impression.
  • Maintained extensive awareness of hotel services and other necessary matters to provide information to customers when needed.
  • Scheduled conference rooms, prepared equipment and sound system for events and seminars, demonstrating organized service.
  • Maintained extensive expertise of local events, attractions and tourist hot spots to prove information to guests.
  • Handled customer check-outs by processing payments, obtaining room keys, proactively asking for feedback and calling taxis.

Guest Service Agent

Sheraton Grand Hotel
08.2014 - 08.2015
  • Was part of Pre Opening Team of the Hotel
  • Learned to expand my skills and was charge in training Guest Service Agents.
  • Operated multi-line telephone console system to answer and triage calls to designated recipients, offering smooth communications.
  • Scheduled conference rooms, prepared equipment and sound system for events and seminars, demonstrating organised service.
  • Used excellent kitchen skills to prepare a wide range of food and beverages for guests when required.

Guest Service Agent

Westin Hotel
03.2013 - 08.2014
  • Maintained extensive awareness of hotel services and other necessary matters to provide information to customers when needed.
  • Handled guest complaints in a rational, calm and professional manner, providing smart solutions to maintain guest satisfaction.
  • Handled customer check-in by reviewing order confirmations, taking copies of ID where necessary and providing room keys.
  • Handled customer check-outs by processing payments, obtaining room keys, proactively asking for feedback and calling taxis.
  • Scheduled conference rooms, prepared equipment and sound system for events and seminars, demonstrating organised service.
  • Collaborated with housekeeping and maintenance to address need of guests, increasing customer satisfaction.
  • Calculated billings and hotel charges and provided receipts to customers, delivering proof of transaction.
  • Checked room availability and calendar bookings to schedule reservations for incoming guests and provided itineraries.
  • Provided keys, map and directions to room, restaurant and pool area to acquaint guests with hotel.
  • Managed reception phone calls, dealing with matters including bookings, enquiries and complaints.
  • Maintained tidy work area to maintain aesthetics and support cleanliness and quality standards.
  • Was sent to Dubai after completing a Supervisor Course through Westin.

Front Office Manager

Bantry Bay Luxury Suites
02.2012 - 03.2013
  • Debtors clerk
  • Assist with Reservations
  • Scheduling Reception Rota
  • Handling Complaints

Receptionist

Protea President Hotel
03.2011 - 02.2012
  • Monitored company compliance with regulatory standards and liaised with external agencies to support audits and certifications.
  • Delivered polite, professional customer service to enhance business reputation through positive first impressions.
  • Welcomed guests and clients in friendly, positive manner.
  • Offered outstanding hospitality throughout client visits, aiding positive customer experiences and loyalty.
  • Maintained clean and orderly reception area to impress and welcome visitors.
  • Handled incoming telephone calls, taking accurate messages and relaying to personnel to support timely communication.
  • Helped to enforce policies and procedures, proactively addressing issues with management.

Manager

Manalo Boutique Guest House
10.2010 - 03.2011
  • Assisted guests at check-in, providing information on various services within the hotel.
  • Prepared invoices for customers and delivered to rooms on day of check-out.
  • Ensured that guest complaints were handled in the most effective manner possible and that complimentary services were offered for hardship cases.
  • Supervised daily operations.
  • Liaised with employees to determine complaints and satisfaction levels and addressed reported problems to keep staff motivated

Education

Diploma - Hotel Operations and Management

City & Guilds Hospitality School
2010

Matriculated -

Klein Nederburg Sekonder
2001

Skills

  • Reservation coordinating
  • Check-in, check-out assistance
  • Room booking coordinating
  • Guest complaint handling
  • Payment processing
  • File management
  • Administrative skills
  • Reservations systems
  • Guest services
  • Issue and conflict resolution
  • Problem-solving
  • Communication skills
  • Medical billing management
  • Administrative support
  • Multitasking proficiency
  • Organization skills
  • Office management
  • Listening skills
  • Conflict resolution strategies
  • Telephone skills
  • Guest relations
  • Check-in and Check-out procedures
  • Delegation and supervision
  • Documentation and control
  • Document control
  • Customer service

Accomplishments

  • To study Hotel Management and to be able to Travel and grow as a person. Learning from different people.

Education

other

References

Clinton Du Toit-  0214348111-  Bantry Bay Luxury Suites  

Peter Zeeuw -0214262330 -Boutique Manalo Guest House 

Mauritz Nel - P&O Australia- Mauritznel@gmail.com

Felicia Chin- Princess Cruises- Senior Nurse -fcyl91@gmail.com

Malcom Petersen-Princess Cruises-Guest Services Director-

Timeline

Guest Service Supervisor/ Administration Officer

Princess Cruises
05.2023 - Current

Medical Administrator

Princess Cruises
01.2022 - 05.2023

Guest Service Agent

P&O Australia Cruise Liner
08.2015 - 04.2019

Guest Service Agent

Sheraton Grand Hotel
08.2014 - 08.2015

Guest Service Agent

Westin Hotel
03.2013 - 08.2014

Front Office Manager

Bantry Bay Luxury Suites
02.2012 - 03.2013

Receptionist

Protea President Hotel
03.2011 - 02.2012

Manager

Manalo Boutique Guest House
10.2010 - 03.2011

Matriculated -

Klein Nederburg Sekonder

Diploma - Hotel Operations and Management

City & Guilds Hospitality School

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DEIDRE SNYMAN