Thembakazi Mapolisa
Ilitha Park,South Africa
Summary
Warm and friendly individual helps customers in any situation. Enjoys working closely with team members to deliver high standard and positive guest experience. Experience as Front Desk Agent in busy and successful setting. Friendly candidate with passion for providing excellent customer service and facilitating guest satisfaction. Great listening and telephone communication skills. Hardworking and flexible individual takes reservations, assigns rooms and handles payments. Outstanding multitasker with in-depth knowledge. Customer-oriented team member with strong background in customer relations and administrative support. Seamlessly provides check-in and check-out processes and assists guests in friendly, courteous manner. Committed to leaving great, lasting impression.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Restaurant Supervisor
Polo Club of Boca Raton
05.2022 - 11.2022
- Assists with the supervision of the front-of-the house food and beverage staff to ensure a high quality and satisfying dining experience for members and guests.
Server / Hostess
Nantucket Golf Club
05.2022 - Current
- Greeting, seating, clearing tables assistimg banquets, serving members and going above and beyond to meet members needs.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
Server
The Polo Club of Boca Raton
11.2021 - 05.2022
- Greeting, seating, clearing tables assistimg banquets, serving members and going above and beyond to meet members needs.
Server and Hostess
Elk River Country Club
10.2021 - 05.2021
- Greeting, seating, clearing tables assistimg banquets, serving members and going above and beyond to meet members needs.
Server
St' Andrews Country Club
01.2021 - 05.2021
- Greeting, seating, clearing tables assistimg banquets, serving members and going above and beyond to meet members needs.
Real Estate Intern
Lionlead Real Estate
06.2020 - 12.2020
- Assisting buyers and sellers in real estate transactions, New development properties, Homes and Apartments sales.
Hostess
Polo Club of Boca Raton
11.2019 - 05.2020
- Greet members as they enter a restaurant, takes members reservation or puts them on a waiting list, gives them menus and shows them to their seat
- We also handle phone calls and members queries about the restaurant and menu, and assist various restaurant staff when necessary.
Front Desk Agent
04.2019 - 10.2019
- Accommodate hotel by registering and assigning rooms to guests a friendly professitional manner, issuing room keys or cards, transmitting and receiving messages, keeping records of occupied rooms and guests' accounts, making and confirming reservations, and presenting statements to and collecting payments from departing guests.
Front Desk Agent
Cape Grace Hotel
04.2019 - 10.2019
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Collected room deposits, fees, and payments.
- Answered customer telephone calls promptly and appropriately handled needs.
- Used internal software to process reservations, check-ins and check-outs.
Event and Dining Concierge, Hostess
Chatham Bars Inn
06.2018 - 10.2018
- Responsible for outside call and in-house calls from guest making and inquiring about in-house restaurants
- Meeting and greeting clients, liaising with the hotel concierge, answering emails and telephone enquiries, and working with the rest of the reservationist team to build customer relations and field complaints
- Key responsibilities: Dealing with guests over the telephone and also responsible for transferrino the floor plan on Open
Event Concierge
Ritz Carlton Beach Resort
12.2017 - 06.2018
- Meet group coordinator/host (ess) prior to functions, make introductions, and ensure that all arrangements are agreeable
- Read and analyse banquet event order in order to gather guest information, determine proper set up, timeline, specific guest needs, buffets, action stations, etc
- Respond to and try to fulfil any special banquet event arrangements
- Follow up on special banquet event arrangements to ensure compliance
- Ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets
- Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, and thank guests with genuine appreciation
- Speak with others using clear and professional language, and answer telephones using appropriate etiquette
- Develop and maintain positive working relationships with others, and support team to reach common goals
- Ensure adherence to quality expectations and standards
- Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance
- Enter and locate work-related information using computers and/or point of sale systems
- Read and visually verify information in a variety of formats (e.g., small print)
- Reach overhead and below the knees, including bending, twisting, pulling, and stooping
- Stand, sit, or walk for an extended period of time
- Perform other reasonable job duties as requested by Supervisors.
Guest Relations Officer
Table Bay Hotel, Sun International
02.2017 - 10.2017
- Ensures that the guests are welcome and cared for, with particular emphasis on the liaison of special requests, guest history, local information and VIP's
- Handle general guest complaints, where possible rectifying the problem immediately, and to communicate irregularities to the respective management for our immediate action
- To conduct hotel inspections as and when necessary
- Manage all hotel groups check in’s.
Guest Relations Officer
Vineyard Hotel and Spa
02.2015 - 11.2016
- Forefront of customer service greet guests as they arrive
- I provide hotel guests with above-and-beyond service to ensure their experience will be worth remembering
- Ensures that guests are happy from the moment they step into the hotel until they leave
- Sometimes continues to provide superior customer service after the guests are long gone with also admin work that comes with the position.
Front Desk Agent
Vineyard Hotel and Spa
03.2013 - 01.2015
- Accommodate hotel by registering and assigning rooms to guests, issuing room keys or cards, transmitting and receiving messages, keeping records of occupied rooms and guests' accounts, making and confirming reservations, and presenting statements to and collecting payments from departing guests.
Switchboard Operator
Vineyard Hotel and Spa
01.2010 - 01.2013
- Accommodate hotel by registering and assigning rooms to guests, issuing room keys or cards, transmitting and receiving messages, keeping records of occupied rooms and guests' accounts, making and confirming reservations, and presenting statements to and collecting payments from departing guests.
Education
Grade 12 -
Crestway High School
Joe Marks Blvd , Retreat 12.2006
Skills
- Office Supplies and Inventory
- Operational Efficiency
- Payment Oversight
- Customer Service
Accomplishments
- Certified Guest Services professional – American Hotel and Lodging Institution ( AHLEI)
Certification
• Certified Guest Services professional – American Hotel and Lodging Institution ( AHLEI)
2017
• Certified Front desk representative – City & Guilds London Institution
2007/2008
• Certified Culinarian (CC ) – City & Guilds London Institution
2007/2008
Institution: Institutions for Hospitality Education (South Africa)
Location : Breakwater Lodge, University of Cape Town(GSB)
Town/City: Cape Town
• Qualification: International Diploma in Hospitality Operations & Management
Subjects: Marketing, Hotel Management, Hotel Law, Catering, Food and Beverage, Opera Induction, Hotel Operations, Fanancial Control, Industrial Relations, Rooms Management, Customer Service
Duration: February 2011 - March 2013
Year completed: 2013
Timeline
Restaurant Supervisor
Polo Club of Boca Raton
05.2022 - 11.2022
Server / Hostess
Nantucket Golf Club
05.2022 - Current
Server
The Polo Club of Boca Raton
11.2021 - 05.2022
Server and Hostess
Elk River Country Club
10.2021 - 05.2021
Server
St' Andrews Country Club
01.2021 - 05.2021
Real Estate Intern
Lionlead Real Estate
06.2020 - 12.2020
Hostess
Polo Club of Boca Raton
11.2019 - 05.2020
Front Desk Agent
Cape Grace Hotel
04.2019 - 10.2019
Front Desk Agent
04.2019 - 10.2019
Event and Dining Concierge, Hostess
Chatham Bars Inn
06.2018 - 10.2018
Event Concierge
Ritz Carlton Beach Resort
12.2017 - 06.2018
Guest Relations Officer
Table Bay Hotel, Sun International
02.2017 - 10.2017
Guest Relations Officer
Vineyard Hotel and Spa
02.2015 - 11.2016
Front Desk Agent
Vineyard Hotel and Spa
03.2013 - 01.2015
Switchboard Operator
Vineyard Hotel and Spa
01.2010 - 01.2013
Grade 12 -
Crestway High School
· Certified Guest Services professional – American Hotel and Lodging Institution ( AHLEI)
2017
· Certified Front desk representative – City & Guilds London Institution
2007/2008
· Certified Culinarian (CC ) – City & Guilds London Institution
2007/2008
International Diploma
Institution: Institutions for Hospitality Education (South Africa)
Location : Breakwater Lodge, University of Cape Town(GSB)
Town/City: Cape Town
Qualification: International Diploma in Hospitality Operations & Management
Subjects: Marketing, Hotel Management, Hotel Law, Catering, Food and Beverage, Opera Induction, Hotel Operations, Fanancial Control, Industrial Relations, Rooms Management, Customer Service
Duration: February 2011 - March 2013
Year completed: 2013
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