Rachel Simba
Houghton Park,Harare
Summary
Knowledgeable about customer service and hospitality with keen interest in learning and growing within this dynamic field. Brings foundation in teamwork and communication skills essential for creating memorable guest experiences. Ready to use and develop interpersonal and organizational skills in guest services role.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Hospitality Intern
Mhondoro Safari Lodge & Villa
09.2019 - 03.2020
- Performed key administration duties as a lodge anchor to the duty manager.
- Welcomed guests to facility, addressed complaints and found solutions to problems.
- Answered telephone calls and emails to assist customers in making reservations.
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Managed inventory by verifying and signing for delivery dockets, ordering supplies, checking quality and freshness of products and performing daily inventory counts.
- Maintained positive lobby presence, pleasantly greeting guests and employees.
- Performed front office maintenance duties by organizing and cleaning desk spaces and replenishing office supplies.
- Contributed to revenue growth by upselling room upgrades, packages, and additional services when appropriate.
- Participated in staff meetings, brainstorming ideas for process improvements and enhanced guest experiences.
- Handled reservation inquiries via phone, email, or online platforms, securing bookings efficiently and accurately.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Front Office Intern
Mercure Hotel
04.2018 - 05.2018
- Handled guest complaints professionally, implementing solutions to ensure positive outcomes.
- Assisted with reservation management, ensuring accurate bookings and minimizing overbooking incidents using Opera PMS.
- Supported management in executing promotional campaigns for improved occupancy rates.
- Maintained up-to-date knowledge of local events and attractions, providing personalized recommendations to guests.
- Utilized property management software(OPERA PMS) proficiently for managing reservations, billing details, and reporting tasks.
- Collaborated with housekeeping staff to maintain room availability and cleanliness standards.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
Front of House Associate
Victoria 22
09.2017 - 10.2017
- Anticipated guest needs and addressed all requests promptly.
- Promoted upselling opportunities by familiarizing guests with daily specials or premium drink options, increasing overall sales revenue without compromising guest satisfaction levels.
- Streamlined food preparation processes for efficient meal delivery during peak hours.
- Developed rapport with guests by attentively addressing their needs and preferences.
- Greeted customers at counter to fulfill requests and answer questions.
- Explained menu items to guests and offered information on specials.
- Welcomed guests on arrival
- Performed opening and closing duties diligently, ensuring the restaurant was ready for optimal operations each day.
- Supported back of house staff by relaying guest feedback and coordinating special requests or dietary restrictions.
- Built rapport with regular customers by remembering names, preferences, or personal details that enhanced their experience at the establishment.
- Utilized point-of-sale systems effectively to process transactions accurately and maintain financial records.
Education
Ordinary level -
Gateway High School
01.2011
Diploma - Hospitality Management
The Swiss Hotel School
01.2020
National Senior Certificate with admission to Bachelors - undefined
Abbotts College
01.2013
Skills
- Paying attention to detail
- Computer literate
- Opera PMS
- Microsoft Office
- Front desk operations
- Sales and upselling
- Guest relations management
- Marketing support
- Tourism industry awareness
- Event planning assistance
- Customer service
- Computer skills
- Phone and email etiquette
- Administrative skills
- Front desk management
- POS systems
Certification
- Opera PMS Training - 29 March 2019
- Diploma in Hospitality management, The Swiss Hotel School - February 2017-November 2020
Languages
French
Elementary
Timeline
Hospitality Intern
Mhondoro Safari Lodge & Villa
09.2019 - 03.2020
Front Office Intern
Mercure Hotel
04.2018 - 05.2018
Front of House Associate
Victoria 22
09.2017 - 10.2017
Diploma - Hospitality Management
The Swiss Hotel School
National Senior Certificate with admission to Bachelors - undefined
Abbotts College
Ordinary level -
Gateway High School
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