Sibave Mashingaidze
San Francisco,CA
Summary
Dynamic Guest Service Representative with Wyndham Resorts, skilled in delivering exceptional customer service and adept at managing guest accommodations. Recognized for resolving complaints diplomatically, fostering loyalty, and enhancing guest experiences. Detail-oriented and flexible, with strong computer skills to ensure accurate information delivery and a welcoming atmosphere.
Developed strong communication and conflict resolution skills in fast-paced, customer-focused environment. Seeking to transition into new field by leveraging ability to build rapport and resolve issues efficiently. Dedicated to applying these transferable skills to foster positive relationships and drive success in new role.
Personable and proactive with passion for delivering exceptional guest experiences. Demonstrates solid understanding of customer service principles, coupled with strong communication and problem-solving skills. Committed to creating welcoming environment and ensuring high levels of guest satisfaction.
Overview
3
3
years of professional experience
Work History
Guest Service Representative
Wyndham Resorts
01.2024 - Current
- Consistently received 49+ positive reviews within a year, with an average guest rating of 4.8/5, reflecting exceptional guest service and satisfaction.
- Although only 20 years old, actively learned from training provided by colleagues and applied those insights to train and onboard 5+ new employees, fostering a supportive and collaborative environment without making them feel instructed.
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Developed strong rapport with returning guests to foster loyalty and repeat business.
- Contributed positively towards creating a welcoming atmosphere by maintaining a clean and organized front desk area at all times.
- Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
- Provided personalized recommendations for local attractions, dining options, and transportation services based on guest preferences.
Guest Service Representative
Suite At Fisherman Wharf
01.2024 - Current
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Contacted over 200 previous guests and potential visitors via email to provide information about upcoming events and hotel offerings, contributing to a 15% increase in repeat bookings and building a solid clientele base.
- Greeted guests upon arrival by providing warm welcome.
- Responded to guest inquiries to maximize guest satisfaction.
- Assisted guests with variety of services and local attraction information.
- Provided each guest with list of resort's upcoming activities and events upon check-in to enhance stays.
- Upheld hotel policies and procedures by providing high level of customer service.
- Facilitated and coordinated transportation services for guests.
- Contacted previous guests and potential visitors via email with information on events and hotel to build clientele base.
Guest Service Representative
Extended Stay America
01.2023 - 01.2024
- Managed front desk operations across multiple properties, handling guest check-ins efficiently, with an average check-in time of 1-3 minutes.
- Answered incoming calls, directed parking, and ensured guests received clear instructions regarding property amenities.
- Routed payments accurately and efficiently, managing up to 30 transactions per shift and balancing the cash drawer with 100% accuracy during night audits
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Processed reservations from platforms like Agoda, Booking.com, and Extra Holidays, contributing to a 15% increase in booking conversions through excellent customer service and attention to detail.
- Maintained accurate and up-to-date records of guest information.
- Upheld hotel policies and procedures by providing high level of customer service.
- Assisted with luggage handling, valet services and concierge services.
- Scheduled and confirmed restaurant reservations for guests.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
Customer Service Representative
Turbo Taxi
01.2022 - 12.2023
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- At the age of 16, developed strong product knowledge, enabling me to provide informed recommendations tailored to individual customer needs, enhancing overall customer satisfaction.
Education
GED -
City College of San Francisco
San Francisco, CA01-2021
High School Diploma -
Samuel Centenary Academy
Ce01-2020
Skills
- Customer service
- Computer skills
- Guest accommodations
- Detail-oriented
- Flexible schedule
- Guest orientation
Accomplishments
- Resolved product issue through consumer testing.
Languages
English
Full Professional
Xhosa
Limited Working
Interests
- Team Sports
- Strategy Games
- Reading
- Music
Quote
Each small task of everyday life is part of the total harmony of the universe.
Saint Thérèse de Lisieux
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Affiliations
- City College of San Francisco
Work Preference
Work Type
Full TimeContract WorkPart TimeSoftware
IHOTELIER
RCI
MICROSOFT TEAMS
OPERA CLOUD
Timeline
Guest Service Representative
Wyndham Resorts
01.2024 - Current
Guest Service Representative
Suite At Fisherman Wharf
01.2024 - Current
Guest Service Representative
Extended Stay America
01.2023 - 01.2024
Customer Service Representative
Turbo Taxi
01.2022 - 12.2023
GED -
City College of San Francisco
High School Diploma -
Samuel Centenary Academy
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