Kudzai Thelma Sibanda
Fort Lauderdale,FL
Summary
Experienced Front Desk Leader with a proven track record of managing front office operations, training team members, and delivering exceptional guest experiences across luxury Marriott properties in the U.S. and Swaziland (Africa) for leadership excellence, problem resolution, and guest service delivery. Seeking to contribute and grow further in delivering a top-notch guest experience.
Overview
2
2
years of professional experience
Work History
Assistant Front Office Manager
Three Waters Resort
Islamorada, Florida
09.2025 - Current
- Assisted in managing front office operations and guest services.
- Coordinated staff schedules to ensure proper coverage and service quality.
- Trained new team members on front office procedures and customer interactions.
- Handled guest inquiries and resolved issues to enhance customer satisfaction.
- Maintained accurate records of reservations and guest information systems.
- Collaborated with housekeeping to ensure timely room availability for guests.
- Implemented procedures to improve efficiency in front desk operations.
- Supported the Front Office Manager in daily administrative tasks and reporting.
- Conducted daily briefing sessions with front office staff to review occupancy status, arrivals and departures, special requests and VIP guests.
- Assisted the Front Office Manager in developing, implementing and monitoring operational policies and procedures.
Front Desk Supervisor
Sheraton Pentagon City Arlington
Washington DC, VA
04.2025 - 08.2025
- Managed front desk operations and ensured high-quality guest service.
- Trained and supervised front desk staff on procedures and customer interactions.
- Handled guest inquiries and resolved complaints in a professional manner.
- Maintained accurate records of reservations and room assignments.
- Greeted and welcomed guests in a friendly, professional manner.
- Monitored the front desk staff to ensure proper customer service was provided.
Guest Experience Expert(Acting as supervisor)
W Fort Lauderdale
Fort Lauderdale
04.2024 - 03.2025
- I took on leadership responsibilities, acting as a supervisor in the absence of management.
- Trained and supported team members, fostering a high-performance culture.
- Resolved 95% of guest issues on first contact using the LEARN model.
- Managed check-ins/outs, coordinated VIP arrangements, and handled special requests.
- Promoted hotel upgrades and services, increasing upsell revenue by 15%.
- Assisted in performance evaluations and operational improvements.
- Responsibilities
Education
Bachelor of Theology in Organizational Leadership -
African Christian College
Swaziland12-2020
Skills
- Front office management
- Team leadership
- Knowledgeable in using Opera, Light Speed
- Staff training
- Problem resolution
- Team collaboration and mentoring
- Guest recovery (LEARN model)
- Performance metrics and guest feedback
- Complaint handling
- Cross-department coordination
References
- Deborah Ovalles, Director of Front Office, deborah.ovalles@whotels.com, 401-419-6074, W Fort Lauderdale, Fort Lauderdale
- Rahul Lopez, Director of Guest Experience, rahul.lopez@whotels.com, 954-599-6616, W Fort Lauderdale, Fort Lauderdale
- Nkuo Cyprian Assistant General Manager, cnkuo@heihotels.com, 7032716607, Sheraton Pentagon City Hotel
Accomplishments
- Guest satisfaction survey winner (February 2025)
- Top enroller and top-up seller (2024)
- Breakthrough Leadership Badge for creating jaw-dropping WOW moments, W Fort Lauderdale (2024)
- Certified departmental trainer (February 2025)
Languages
English (Fluent).
Timeline
Assistant Front Office Manager
Three Waters Resort
09.2025 - Current
Front Desk Supervisor
Sheraton Pentagon City Arlington
04.2025 - 08.2025
Guest Experience Expert(Acting as supervisor)
W Fort Lauderdale
04.2024 - 03.2025
Bachelor of Theology in Organizational Leadership -
African Christian College