Summary
Overview
Work History
Education
Skills
References
Timeline
AdministrativeAssistant
Mpho Ndlovu

Mpho Ndlovu

Salt Rock,South Africa

Summary

An outstanding career at sea spanning 22 years and 5 years hospitality in resorts. Experienced, outgoing, friendly professional who strive for excellence and exceeding company standards with a positive approach to attention to detail, problem solving, innovation and forward planning. Excellent interpersonal and communications skills and enjoys working as part of a team or on own initiative.

Overview

20
20
years of professional experience

Work History

Guest Services Manager

Royal Caribbean International
06.2023 - Current

Associate Hotel General Manager

Princess Cruise Line
08.2022 - 02.2023
  • Collaborates with the Hotel General Manager to formulate immediate and long-term product delivery and service improvement plans as needed
  • Creating lasting memories by leading the Guest Services, Rooms Division, Revenue and Entertainment departments to deliver a consistent guest and crew experience in line with the company core values and brand standards
  • Drives Princess MedallionClass integration and sustainability and ensures full teammate engagement in all applications to deliver a memorable guest experience
  • Consistently exceeds Key Performance Indicator targets by driving a personalized guest-centric team culture and ensuring crew members demonstrate understanding and commitment to the service excellence program and the experiential ownership approach
  • Supports and promotes first contact resolution across all departments and leads efforts to reduce recurring service failures by conducting root cause analysis and providing workable solutions throughout the guest experience
  • Ensures that the overall Guest Services, Rooms Division, Entertainment, and Onboard Revenue product standards are met or exceeded by regularly developing, implementing and participating in Quality Assurance Program
  • Willingly maintains a highly visible profile by effectively interacting with guests and crew members daily so that they can maintain a sense of guest/crew satisfaction
  • Conducts a daily management meeting which will include discussion of service delivery issues, daily events, product delivery concerns, revenue strategies and action needed to support the guest experience
  • Continually reviews product, policies and procedures and advocates for changes that will improve the guest experience and revenue performance
  • Ensures guest staterooms and crew cabins are maintained and presented to the highest possible standards
  • Builds long term maintenance plans for those areas that require a dry-dock intervention or travelling working squad to resolve the issue
  • Collaborates with the Food & Beverage Director and Entertainment Director to monitor guest flow and ensure the schedule is maximizing attendance at both revenue and non-revenue events and peak times
  • Maintains current, accurate knowledge of public health standards and ensures their ship is in continuous compliance with all hotel related public health policies.

Guest Services Manager

Royal Caribbean International
11.2009 - 05.2022
  • Leading a Guest Services Division that excels in Royal Way Standards, delivering industry leading service to our individual, international and group guests
  • Responsible for motivating, coaching, training, evaluating and tracking development on an individual and team level
  • Ownership and accountability for reacting to guest feedback and requests effectively and efficiently
  • Through maintaining a detailed knowledge of all guest ratings and comments establishing a culture throughout the Guest Services team for owning issues and resolving to the total guest satisfaction
  • Responding to escalated guest concerns in a considerate, professional and positive manner by showing empathy and listening actively
  • Ownership of Guest Satisfaction Log making sure all issues are appropriately resolved to the guest satisfaction in a timely manner
  • Oversees the management of the Front Desk, Genies, Print shop, Concierge, International Ambassador, Group Coordinator, Guest Administration Officer and Loyalty Ambassador on board
  • Closely collaborates and supports the Marketing & Revenue, the Entertainment and Housekeeping departments, to design, drive and adapt the onboard product to the guest’s demographic needs and the set market achieving the greatest level of guest satisfaction
  • Driving force to ensure maximum compliance with all internal requirements and external authorities as it relates to guest immigration and clearance
  • Makes sure that guests boarding, and departure experience is smooth, organized and friendly.

Assistant Guest Relations Manager

Royal Caribbean International
11.2007 - 08.2009
  • Collaborate with Guest Services Manager on terminal operations, maintaining error free APIS and ensuring timely boarding
  • Schedule staff to always ensure coverage of Front Desk, including peak hours and turnaround days
  • Prepare and deliver weekly training for the entire Guest Services Team
  • Facilitated meetings with personnel to communicate changes and provide clarity on policy and schedule adjustment
  • Managed employee records and conducted timely performance appraisals
  • Providing excellent customer service on daily basis and leading by example in delivering in modelling the Royal Way Standards
  • In charge of maintaining our team’s financial responsibility- auditing floats, issuing guest compensation and balancing guest resolution log
  • Participating in guest events and being part of the management team on board.

Concierge

Royal Caribbean International
12.2005 - 11.2007
  • Provides the highest level of personalised customer service to Concierge guests
  • Responsible for Royal Calls prior to boarding and following up with the on board to make sure all requests are prioritize and accommodated accordingly
  • Servesafe, United States Public Health & Safety Regulations for the Concierge Lounge
  • Participate in United States Public Health Inspection with the F&B team to ensure the lounge is in compliance and also to keep up with the ever changing policies and guidelines
  • Provides all services of the Guest Services desk; including, but not limited to: tracing missing luggage, cash services, lost and found service, printing and issuing of guest Sea Pass cards, and broadcasting ships announcements
  • Taking ownership and accountability for reacting to guest feedback and requests effectively and efficiently.

3rd Purser Guest Relations

Royal Caribbean International
07.2004 - 11.2005
  • Assistant Waiter - October 2005 to November 2006

Education

Skills

  • Adapting to and accommodation constant changes
  • Ability to work in a deadline driven, fast-paced, high pressure environment
  • Highly organized with excellent follow up skills and extreme attention to details
  • Understands "sense of urgency" attitude for the completion of responsibilities/tasks
  • Abilities to communicate, motivate, lead, coach and train multicultural teams
  • Strong communication and negotiation skills
  • Able to develop strong policies that create a positive guest experience
  • Very strong managerial and leadership skills
  • Crisis management and contingency planning
  • Strategic Planning and Analysis

References

References available upon request

Timeline

Guest Services Manager

Royal Caribbean International
06.2023 - Current

Associate Hotel General Manager

Princess Cruise Line
08.2022 - 02.2023

Guest Services Manager

Royal Caribbean International
11.2009 - 05.2022

Assistant Guest Relations Manager

Royal Caribbean International
11.2007 - 08.2009

Concierge

Royal Caribbean International
12.2005 - 11.2007

3rd Purser Guest Relations

Royal Caribbean International
07.2004 - 11.2005

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Mpho Ndlovu