Lihle Precious Zuma
AUSTRALIA BRISBANE,BNE
Summary
Motivated professional with talent for coordinating guest services. Proactive with history of managing multiple tasks in various areas with specialties in conflict resolution, team coordination, and customer support. Highly organized, detail-oriented and thrives in fast-paced, intense environment.
Overview
2
2
years of professional experience
Work History
Assistance Front Office Manger
P&O Cruises
Brisbane, BNE
09.2023 - Current
- Providing support to the Front Office Manager in the daily running of the front office operations.
- Analyzing customer feedback data to identify areas of improvement.
- Working closely with other departments, management and Front Office Manager to resolve any major issues faced during operations and ensures compliance with the current policies, standards and procedures.
- Ensuring compliance with safety regulations and company policies.
- Providing leadership to ensure that all Front Office team members are delivering excellent customer service
- Monitoring the front office team to make sure all guests receive prompt and personal recognition and establishes performance and development goals for team members.
- Responsible for checking daily shift audits, maintaining staffing needs, analyzing market or industry trends and expanding unique brand experience through the delivery of consistent quality customer service.
- Making objective decisions and handling complaints and emergencies in a level-headed manner.
- In the absence of the Front Office Manager, i am responsible and accountable for the front office's entire operations through my supervision.
- Provided leadership to ensure that all Front Office team members are delivering excellent customer service.
Assistant Night Manager
P&O Cruises
Brisbane, BNE
03.2023 - 07.2023
- Conducted nightly audits of cashier's reports and other financial records to ensure accuracy.
- Managed communication between front desk staff and other departments regarding customer requests or complaints.
- Scheduled shifts for night staff according to business needs while ensuring adequate coverage.
- Investigated customer complaints or discrepancies with billing statements in a professional manner.
- Assisted in the supervision of night staff to ensure all duties were completed accurately and on time.
- Provided training to new hires on proper procedures for handling customer inquiries or disputes.
Secretary to the Hotel Director
P&O Australia
Brisbane, BNE
01.2022 - 03.2023
- Provided administrative support to the Hotel Director and front office team.
- Organized and maintained executive calendars, including scheduling meetings, trainings and conference calls.
- Assisted with special projects or tasks related to departmental functions upon request.
- Coordinated with various departments for smoother operations of the hotel.
- Ordered supplies as needed; tracked inventory levels and placed orders with vendors when necessary.
- Provided administrative support to the Office Manager and other staff members.
- Handled incoming and outgoing calls and emails. Coordinated internal events.
Education
Post Graduate Diploma Industrial Relations - Labour Law
University of Kwa-Zulu Natal
South Africa05-2022
Bachelor of Administrative Studies - Human Resources Management
Durban University of Technology
South Africa05-2021
National Diploma Hospitality Management - Hotel Management
Durban University of Technology
South Africa09-2017
Skills
- Exceptional customer support
- Oral and writing communication
- Account oversight
- Effective Multitasking
- Employee Supervision
- Customer Service
- Skilled in Fidelio & Opera
- Effective Planning
- Complaint Handling
Accomplishments
- Employee of the month
Timeline
Assistance Front Office Manger
P&O Cruises
09.2023 - Current
Assistant Night Manager
P&O Cruises
03.2023 - 07.2023
Secretary to the Hotel Director
P&O Australia
01.2022 - 03.2023
Post Graduate Diploma Industrial Relations - Labour Law
University of Kwa-Zulu Natal
Bachelor of Administrative Studies - Human Resources Management
Durban University of Technology
National Diploma Hospitality Management - Hotel Management
Durban University of Technology
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