Jairos Samuel Rufetu

. Oversee seamless guest experiences in a 809-room with 11 restaurants and two golf courses.

.Manage check-ins, check-outs, room assignments, and VIP arrivals, ensuring top-tier service.

.Coordinate with Housekeeping, Engineering, IRD, and F&B to maintain service excellence.

.Handle billing verification, credit limits, and discrepancy reports while resolving guest concerns

.Utilize FS PMS, Marriott portals, and digital services such as Mobile Key and Chat.

.Ensure compliance with BSA audit standards.

. Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.

• Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.

• Enhanced guest satisfaction by addressing and resolving concerns promptly and professionally.
• Streamlined check-in process for improved efficiency and reduced

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• Utilized knowledge of local attractions to assist guests in planning their stays, enhancing overall experience.
• Monitored online reviews from past guests, identifying areas for improvement in service delivery or facility management as needed.
• Worked closely with housekeeping team for efficient room turnovers and adherence to quality standards.

Kadoma Rainbow Hotel - Front Desk Agent

• Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
• Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
• Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
• Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
• Increased customer loyalty with exceptional communication skills and personalized service.