Whitney Tabetla
George,South Africa
Summary
Dynamic hospitality professional with extensive experience and a proven track record in delivering exceptional guest services. Expertise in problem-solving and managing diverse requests to consistently elevate guest satisfaction levels. Recognized for fostering effective team collaboration to achieve outstanding results while adapting to evolving needs. Strong communication and organizational skills, along with a commitment to personalized service, ensure every guest enjoys a seamless and memorable experience.
Overview
10
10
years of professional experience
Work History
Retreat Concierge
Royal Caribbean Cruise Line Celebrity Cruises
Miami, FL
07.2024 - Current
- Xdining and Medallia system knowledge
- Provided personalized service to our suite guests
- Delivered exceptional guest service by anticipating needs and addressing inquiries promptly.
- Coordinated reservations and activities, ensuring seamless experiences for guests onboard.
- Managed communication with various departments to fulfill guest requests efficiently.
- Trained new staff on operational procedures and customer service best practices.
- Developed personalized itineraries for guests, fostering memorable cruise experiences.
- Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Maintained detailed knowledge of local attractions, events, and services to better assist guests in making informed decisions.
Concierge
Royal Caribbean Group Celebrity Cruises
Miami
07.2024 - Current
- The Concierge role covered 2 additional roles. Captains Club Host (Celebrity Cruises Loyalty Programme) and Events Coordinator.
- Captains Club Host
- Enrolling guests who are sailing with Celebrity Cruises for the first time or have sailed with Royal Caribbean Cruises and would like to join the loyalty programme
- Siebel Loyalty Operation System
- Assisting with missing sailings or points from previous cruises or Captains Club enquiries
- Co-ordinating Captains Club events and communicating with different departments in preparation of food, beverages and venues
- Preparing invitations for events and welcome letters for embarkation day
- Assisting Zenith guests with queries and ensuring their sailing information is correct
- Co-ordinating Zenith Honouring (first time Zenith in reaching 3000 points)
- Events Coordinator
- PreCon meetings with Group Leaders regarding events for the cruise and group requirements
- Affairware Event Booking and Report System
- Setting up venues for the Group events
- Communicating and working alongside the F&B Department in preparing for events according to Group requirements
- Ensuring in providing Culinary Team with Group dietary requirements
- Coordinating weddings I.e Renewal of Vows, Symbolic Wedding and Legal Weddings onboard
- Communicating with Head Office Event Coordinator on upcoming events and amenities required
- Communicating with onboard departments regarding wedding requirements and venue set ups
- Compiling MOB, Crew Supplemental Payments to Guest Account Purser and Financial Controller for Group Events and Weddings
- Inventory for event equipment being accounted for after every event
- Preparation of Group Function Schedule for the entire cruise on events that will take place
- GRID Calendar meetings with Head of Departments (Directors) in preparation of upcoming voyages
- Concierge
- Assisting Concierge Class guests with enquiries and providing information on upcoming ports
- Fidelio Property Management System
- Silverware Dining System and Issutrax Maintenance Reporting System
- Implementing Forbes Service Standards in everyday tasks and interactions
- Coordinating Concierge Class events such as Gathering and Helipad Sailaways
- Preparing Welcome letters and event invitations
- Assisting guests with transportation requirements
- Conducting courtesy calls during cruise
Guest Services Associate
Carnival UK Cunard
Southampton
07.2022 - 12.2023
- Assisting guest with registering their Method of Payment.
- Cash Handling in foreign currencies.
- Concierge services to the top suites.
- Event planning and organizing for the World Voyage 2023-Queen Victoria
- Assisting in administration duties.
- Assisting with arrival and departures.
- Assisting guest with bookings and transfers.
- Proficient with CORE hotel managing system and X-dining reservation system
- Training new team members on the purser’s SOP and operation.
Guest Relations Officer
Sanctuary Mandela Boutique Hotel
Johannesburg
06.2021 - 07.2022
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
- Greeted guests upon arrival and offered assistance.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Attention to detail
- Assisted the General Manager with administration duties
- Proficient with Protel
- Provided guest with information about the history of the house
Buffet Steward
Cunard Carnival Cruise Line UK
United Kingdom
07.2018 - 05.2020
- Telephone operator
- Working in the main restaurant and providing silver service
- Preparing embarkation gifts and delivering
- Assisting Room Service Manager with different tasks
- Proficient with Micros System
- On the job-training at the pursers desk
- Stocked clean plates, glasses and utensils to foster sanitary environment and reduce risk.
- Greeted guests and seated promptly, providing special accommodation for handicapped diners and small children.
- Resolved guest concerns quickly regarding food selection, beverage availability and freshness.
- Offered product samples, answered questions and helped customers find items.
- Delivered exceptional guest experiences through attentive service and quick response to issues.
Front Desk Agent
Protea Hotel Fire & Ice by Marriott Melrose Arch
Johannesburg
10.2017 - 06.2018
- Pitcheck report duties
- Meet and greet all guests and ensured check in and out handled effectively and professionally
- Updated guest profiles, responded to customer complaints and requests
- Proficient in Opera System, Office, Excel, Word and PowerPoint
- Assisting guests with special requests
- Preparation for groups checking and assisting to check them in
- Screening calls and directing to the correct line
- Receiving and collecting items for guests
Management Trainee
AtholPlace House & Villa
Johannesburg
03.2016 - 01.2017
- Front Office:
- Checking in and checking guests out, admin (transactions- speed points and deposits), making reservations for the restaurant
- Updating month end reports, guest profiles, inputting times of workers, day sheets
- Room checks for arriving rooms, hosting and welcoming in guests, site inspections for guests that wanted to see the hotel
- Answering calls, taking messages, emailing (Microsoft Office, Microsoft Word, Excel), following up on enquiries, booking transfers for guests
- Providing information of surrounding areas for international guests
- Proficient in Panstrat (PANhospitality) system and assisting the Operations Manager
- Housekeeping:
- Room checks ensuring all the rooms are ready before arrival, laundry for the hotel linen washing, ironing and folding as well as storing and cleaning the public areas
- Restaurant:
- Hosting the guest, taking drink and food orders, charging dockets and writing the reports on every meal.
Education
Diploma - Hospitality Management
The International Hotel School
Johannesburg04-2017
Exchange program - undefined
Stowe School
United Kingdom09-2011
Skills
- Microsoft Excel
- Ability to Multitask
- Computer Skills
- Decision Making
- Leadership Skills
- Critical thinking and problem solving
- Adaptability
- Fast Learner
- Effective Time Management
- Ability to Work in a Team
- Ability to Work Under Pressure
- Communication Skills
- Interpersonal Skills
- Microsoft Office
- Customer Service
- Highly adaptable
- Effective problem solving
- Excellent multitasking
Timeline
Retreat Concierge
Royal Caribbean Cruise Line Celebrity Cruises
07.2024 - Current
Concierge
Royal Caribbean Group Celebrity Cruises
07.2024 - Current
Guest Services Associate
Carnival UK Cunard
07.2022 - 12.2023
Guest Relations Officer
Sanctuary Mandela Boutique Hotel
06.2021 - 07.2022
Buffet Steward
Cunard Carnival Cruise Line UK
07.2018 - 05.2020
Front Desk Agent
Protea Hotel Fire & Ice by Marriott Melrose Arch
10.2017 - 06.2018
Management Trainee
AtholPlace House & Villa
03.2016 - 01.2017
Exchange program - undefined
Stowe School
Diploma - Hospitality Management
The International Hotel School