Lungelo Gumede

• Greeted guests and provided information regarding hotel services, amenities, and local attractions.
• Verified reservations by phone or in person.
• Assisted guests with check-ins and check-outs in a timely manner.
• Provided assistance to guests throughout their stay.
• Resolved guest complaints in a professional manner.
• Processed payments for room charges, taxes, and other incidentals as required.
• Answered incoming calls from guests seeking reservations or general information.
• Maintained accurate records of all transactions within the hotel software system.
• Responded promptly to inquiries regarding availability of rooms and rates.
• Organized special requests such as wake up calls, extra pillows, cribs.
• Maintained cleanliness of lobby area and front desk counter.
• Handled customer complaints professionally and efficiently.
• Encouraged customers to provide feedback on their stay experiences.
• Ensured compliance with hotel policies and procedures.
• Greeted and assisted guests with variety of inquiries, promoting service standards.

Welcoming and Greeting Guests.
Guest Check ins and outs
Guest reservations through telephone
Printing of daily reports
Reply emails and correspondence
Banking and Cash handling
Pantry stock and restocking
Service providers payments
Arranging transfer services and tour for guests

• Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
• Streamlined front desk operations for improved efficiency and faster service delivery.
• Increased customer loyalty with exceptional communication skills and personalized service.
• Resolved guest issues promptly, resulting in positive feedback and return visits.
• Collaborated with housekeeping staff to maintain cleanliness standards in the lobby and common areas.
• Facilitated smooth guest experiences by coordinating with multiple departments across the property.
• Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
• Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
• Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
• Identified opportunities for process improvement within the front desk operations, leading to enhanced efficiency without sacrificing quality of service provided to guests.
• Managed room inventory effectively, ensuring optimal occupancy rates and revenue generation.
• Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
• Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
• Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
• Coordinated group bookings successfully, handling all logistics from reservation confirmation to departure arrangements.
• Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.

Welcoming and Greeting Guests.
Guest Check ins and outs
Guest reservations through telephone
Printing of daily reports
Reply emails and correspondence
Banking and Cash handling
Pantry stock and restocking
Service providers payments
Arranging transfer services and tour for guests

• Enhanced customer satisfaction by providing timely and accurate information on hotel facilities and services.
• Streamlined check-in and check-out processes for increased efficiency and improved guest experience.
• Maintained a clean and organized front desk area, contributing to a welcoming atmosphere for guests.
• Assisted guests with reservations, modifications, and cancellations in a courteous and professional manner.
• Performed administrative tasks including filing paperwork, maintaining inventory of office supplies and coordinating maintenance requests.
• Contributed to revenue growth by upselling available rooms or promoting hotel packages during reservation inquiries.
• Implemented effective strategies for managing overbookings and walk-ins, minimizing guest dissatisfaction during high demand periods.
• Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
• Used internal software to process reservations, check-ins and check-outs.
• Answered customer telephone calls promptly and appropriately handled needs.

• Enhanced guest satisfaction by promptly addressing inquiries and providing accurate information.
• Streamlined check-in and check-out processes for improved efficiency and reduced wait times.
• Resolved guest issues effectively, ensuring a positive customer experience.
• Collaborated with housekeeping staff to ensure seamless room transitions and availability.
• Managed multiple phone lines, proficiently handling reservations, cancellations, and modifications.
• Developed strong rapport with returning guests through attentive service and personalized interactions.
• Participated in regular meetings with hotel management to discuss performance metrics, operational improvements, and guest feedback trends.
• Supported event planning initiatives by liaising between clients and hotel departments for successful execution of events held at the property.
• Acted as an ambassador for the hotel brand by providing exceptional service and creating memorable experiences for guests.
• Maintained cleanliness and organization of front desk area.
• Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
• Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
• Took reservations over phone, in person, and via computer for guests and provided confirmation information.
• Used internal software to process reservations, check-ins and check-outs.
• Collected room deposits, fees, and payments.
• Performed basic daily bookkeeping tasks.
• Answered multi-line phone system and transferred callers to appropriate department or staff member.
• Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
• Entered and updated sensitive customer information during check-ins and room changes.
• Answered guest questions and referred to local points of interest.

Welcoming and Greeting Guests.
Guest Check ins and outs
Guest reservations through telephone
Printing of daily reports
Reply emails and correspondence
Banking and Cash handling
Pantry stock and restocking
Service providers payments
Arranging transfer services and tour for guests