HANNAH-FEBIE NYARADZAI TAPERA
Mutare
Summary
Experienced Guest Service Officer with 5 years of experience with a proven track record of providing excellent customer service, increasing customer satisfaction and driving operational excellence within upscale hotel environments. Adept at resolving customer complaints and providing efficient solutions to customer inquiries. Possess strong communication and interpersonal skills, as well as the ability to handle difficult situations with tact and diplomacy.
Overview
6
6
years of professional experience
Work History
Guest service Officer
Rainbow Towers Group
02.2018 - 04.2024
- Assisting hotel guests with Check-in/check-out courteously and efficiently; processing all payments according to established hotel requirements and providing information and assistance to all guests and visitors
- Completing duties assigned by the Guest Services Supervisor including, but not limited to Lost Luggage, Lost & Found, Access Services and Executive Reports as per company guidelines
- Handling guest issues, queries, concerns and recording relevant details into the database and ensuring timely resolution and guest follow-up
- Handling cash transactions required by guests including but not limited to traveler checks foreign exchange, gratuity adjustments and settlement of accounts in accordance with the company’s established accounting policies and procedures
- Monitor and maintain cleanliness sanitation and organization of assigned work areas.
Education
IGSCE -
Skills
- Guest service management
- Customer feedback analysis
- Problem-solving
- Team collaboration
- Time management
- Budgeting and financial management
- Negotiation skills
- Multitasking
- Attention to detail
- Communication skills
- Leadership skills
- Analytical skills
- Decision-making skills
- Conflict management
- Strategic planning and execution
- Problem solving
Languages
English
Native language
French
Intermediate
B1
References
Rainbow Towers Group, Human Resource Manager, Mr. Itai Kapumha, +263773 014 450, Itai.Kapumha@rtg.co.zw
Timeline
Guest service Officer
Rainbow Towers Group
02.2018 - 04.2024
IGSCE -
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