Nonkululeko Mdunge
Bronx,United States
Summary
Guest Experience Curator with over 5 years of expertise in enhancing member and guest satisfaction across prestigious hospitality settings. Proficient in leading teams to exceed service goals through continuous improvement initiatives and strategic up-selling. Introduced a digital concierge service, elevating guest experience. Developed a training program that increased staff skill levels. Led a project to integrate eco-friendly practices at the hotel. Analyzed guest feedback to tailor services, increasing repeat visits by 15%.
Overview
10
10
years of professional experience
Work History
Maître D' and Reservationist Supervisor
The Avra Group
05.2018
- Orchestrated high volume hospitality service in large-scale restaurants by anticipating traffic flow and organizing reservations across 300-450 seat dining rooms
- Managed the front-of-restaurant operations by making reservations, answering phones and accommodating all guest requests
- Scheduled and managed reservations, introduced restaurant specialties, and arranged seating for customers
- Organized and lead hostess stand and provided excellent customer service.-Trained and supervised other staff
- Provided excellent customer service to customers, maintained old relationships and created new relationships
- Enhanced dining efficiency by streamlining reservation processes, boosting customer satisfaction
- Oversaw precision in seating arrangements and reservation timing, reducing wait times
- Mentored team members, enhancing skill sets and improving service delivery metrics
- Revamped customer interaction strategies, fostering stronger guest relations and loyalty
- Implemented a dynamic reservation system that adapted to guest flow, maximizing room capacity
- Boosted guest satisfaction by refining reservation flow, cutting wait times.
Maitre D'
Major Food Group
03.2023 - Current
- Oversaw dining room operation in a restaurant .
- Greet guests and guided super VIPs to their tables.
- Trained, coached and evaluated subordinates to raise performance to company standard.
- Served as leader of FOH team by assigning duties, work stations and responsibilities.
- Resolved customer complaints or disputes.
- Motivated staff to perform at peak efficiency and quality.
- Coordinated with catering staff to deliver food services for special events and functions.
Experience Architect Supervisor
CORE: club
02.2023 - Current
- Supervised daily operations of luxury club and hotel lobby, ensuring an immaculate environment
- Managed front desk, concierge and member service areas, maintaining high standards of service
- Instituted databases and record management systems, enhancing data integrity
- Streamlined member data management, boosting documentation accuracy
- Enhanced team performance, leading to promotions and awards
- Developed new strategies for member engagement, improving overall satisfaction
- Mentored staff to foster skills development and career growth
- Implemented feedback analysis to refine service offerings.
Guest Service Agent
The Mark Hotel
11.2022 - 04.2023
- Delivered top-notch guest service, effectively managing check-ins and check-outs
- Collaborated with F&B department for guest reservations
- Monitored guest satisfaction trends via surveys
- Enhanced guest experience by refining check-in efficiency, lifting satisfaction rates
- Optimized booking system, cutting errors and boosting operational smoothness
- Introduced dynamic upselling strategies that increased hotel revenue by 10%
- Liaised with food and beverage teams to ensure seamless guest services
- Analyzed guest feedback to identify service enhancement opportunities.
Front Desk Manager
Saxon Hotel
02.2015 - 02.2017
- Orchestrated staff scheduling and conducted performance reviews for a team of 30, resulting in 95% agent retention
- Created and maintained high-profile guest dossiers, ensuring VIP guests were provided the highest level of service
- Implemented streamlined workflows for employees time-off requests, reducing processing time while introducing robust tracking capabilities, leading improved operational efficiency and employee satisfaction
- Managed productive vendors relationships for front-of-house supplies, optimizing inventory management and ensuring reliable and timely delivery, resulting in cost savings of 20%
- Boosted front desk efficiency by revamping check-in processes
- Enhanced guest satisfaction by refining complaint resolution protocols.
Education
Honours Degree in Tourism Management -
University of South Africa
Pretoria, Gauteng12.2024
Bachelor of Commerce in Tourism Management -
University of South Africa
Pretoria, Gauteng12.2023
Bachelor of Arts in Linguistics -
University of Witwatersrand
Johannesburg, Gauteng12.2016
Skills
- Leading High-Performing Teams
- Exceptional Guest Service Continuous Improvement Initiatives
- Luxury Club and Hotel Management Front Desk Operations
- Training and Mentoring Database and Record Management
- Collaboration with Events and Food & Beverage Teams Monitoring Member Feedback
- Health, Safety, and Security Compliance Exceptional Customer Service
- Check-In and Check-Out Processes Reservation Management
- Guest Incident Reporting Up-Selling Additional Amenities and Services
- Reservation Tracking and Organization High-Volume Hospitality Service
- Front-of-Restaurant Operations Customer Service
- Staff Scheduling Performance Reviews
- VIP Guest Service Workflow Streamlining
- Employee Time-Off Requests Vendor Relationship Management
- Inventory Management
- Exceptional communication
- Food safety awareness
- Team Management
- Guest Relations
Timeline
Maitre D'
Major Food Group
03.2023 - Current
Experience Architect Supervisor
CORE: club
02.2023 - Current
Guest Service Agent
The Mark Hotel
11.2022 - 04.2023
Maître D' and Reservationist Supervisor
The Avra Group
05.2018
Front Desk Manager
Saxon Hotel
02.2015 - 02.2017
Honours Degree in Tourism Management -
University of South Africa
Bachelor of Commerce in Tourism Management -
University of South Africa
Bachelor of Arts in Linguistics -
University of Witwatersrand
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