Vongai Madzingira
Orlando
Summary
My career objective is achieving targets set by my company in the best interest of my responsible department by providing the finest possible results in my area of expertise that sets standards of quality, customer satisfaction and overall fulfillment objectives.
Overview
4
4
years of professional experience
Work History
Guest Service Agent
Hilton
11.2023 - 11.2024
- Efficiently checked in guests, retrieving reservations from the computer,confirming guests information, duration of stay, room type, assigned rooms and processed payments accurately
- Greeted guests friendly and professionally while adhering to hotel standards ensuring exceptional customer experience
- Provided guests detailed property information and directions at check in
- Demonstrated thorough hotel knowledge including room types, amenities, packages and room specials for guest enquiries
- Promoted hotel services thorough upselling techniques to maximize occupancy
- Recommended dining options, entertainment areas, nearby attractions places upon request
- Communicated with other departments within the hotel to attend to guests requests such as housekeeping and maintenance
- Addressed guestsʼ requests and complaints promptly resolving issues timely
- Made reservations accurately inputting guest information and attended to guest requests through texts, emails and telephone calls.
- Utilized computer programs such as Excel and Microsoft Word proficiently
- Posted room, food, beverage, telephone and other charges to guests accounts
- Trained as a pre-arrival coordinator of rooms overseeing all guest arrivals, leisure, groups and VIPS, confirming and pre- assigning rooms making sure special accommodation requests are met to ensure guest satisfaction,reviewed and monitored group resumes ensuring all requirements are met and communicated to the front desk team accordingly. Other duties included balancing inventory, manage rate overrides, room discrepancies,early departures, and responded to clients' requests and emails promptly, compiled reports for clients and coordinated with other departments including sales and reservations to provide administrative assistance.
- Checked out guests, reviewing their accounts and charges,processing different payment methods and addressed billing related issues
Waitress
DNA Caffe
08.2022 - 12.2022
- Greeted customers promptly, quickly ascertained their dining needs and escorted guests to tables, ensuring a warm welcome
- Presented menus and answered related questions about the menu
- Took meal orders, making recommendations upon request
- Delivered meals on time ensuring accuracy on orders
- Processed payments accurately and addressing customer bill enquiries
- Attending to customersʼ requests and complaints professionally
- Ensuring cleanness of tables
- Answering telephone calls for orders and promoting specials
Intern
Pineapple House Boutique Hotel
04.2021 - 06.2021
- Provided efficient and friendly check in and check out procedures informing guests with detailed property information
- Inspected rooms prior to check-in ensuring rooms are clean, equipped with all amenities and making sure all appliances are functional in good condition
- Collected guest information and payments accurately
- Addressed guestsʼ requests timely providing good customer service
- Recorded customers complaints and comments, referred guests to managers when necessary
- Performed administration duties, such as making reservations, responding to phone calls and emails
- Utilized computer softwares such as Excel and Microsoft Word proficiently
Education
Bachelors Of Commerce - Tourism And Hospitality Management
Eduvos
Cape Town, South Africa 07.2022
Skills
- Customer service
- Multitask
- Computer literate
- Guest communication
- Attention to detail
- Problem solving
- Listening skills
Hobbies and Interests
Traveling , language learning, food and culture exploring
Timeline
Guest Service Agent
Hilton
11.2023 - 11.2024
Waitress
DNA Caffe
08.2022 - 12.2022
Intern
Pineapple House Boutique Hotel
04.2021 - 06.2021
Bachelors Of Commerce - Tourism And Hospitality Management
Eduvos
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