I create and alter new and existing bookings and communicate any emergent issues or changes to the guest. I am also responsible for booking dining and entertainment venues as well as interacting with guests over TripAdvisor and booking.com• Increased response rate to guests on booking.com from 67% to 90%• Matched products with guest needs, resulting in revenue generation and guest loyalty. • Communicated with other departments to ensure all guest needs were met.

I oversaw hotel operations with team of 5 personnel. I am responsible for guest satisfaction in all hotel venues, as well as staff motivation and training. I am also in charge of monitoring food and beverage stocks, as well as re-ordering supplies when needed. Lastly I also monitor and catalogue any maintenance issues throughout the property, and ensure they are attended to in a timely manner.• During the first lockdown, I was placed in charge of communicating with the guests and managing existing and new bookings. • Responsible for ensuring proper logging of all sales in the hotel venues and for ensuring all receipts were accounted for and transactions- balanced. • Created an introductory guide to the hotel and booking systems, for new employees.• Successfully oversaw the reopening of the Reception department and ensured compliance with COVID-19 hygiene standards.

As a Receptionist, I was the first point of contact, between the guests and the hotel. I was responsible for greeting and seeing off of the guests, ensuring guest satisfaction and handling any complaints that did not require the involvement of a manager.• Ensuring accuracy of guest bookings; rate amounts, rate codes, packages etc.• Sorting of invoices and receipts and ensuring • Greeting and check-in/check-out• Receiving and resolving guest issues

-Overseeing training and coaching as well as monitoring development of new front desk agents -Monitoring and maintaining collateral stock-Advising Night Shift manager on matters of staffing and shift allocation-Ensuring correctness of guest reservations (rate amounts, rate codes, packages etc.)-Handling and performing a variety of financial transactions (cash-backs, currency conversions, payments etc.)-Ensuing accuracy of guest folios-Greeting and registration of guests-Receiving and resolving guest complaints -Arranging transportation, dinner and lunch reservations and golf bookings-Providing recommendations for dining, entertainment and leisure -Providing first aid-Handling housekeeping requests -Preparing and delivering in-room dining-Porterage services-Ensuring overall guest satisfaction

-Ensuring correctness of guest reservations (rate amounts, rate codes, packages etc.)-Handling and performing a variety of financial transactions (cash-backs, currency conversions, payments etc.)-Ensuring -Ensuing accuracy of guest folios-Greeting and registration of guests-Receiving and resolving guest complaints -Arranging transportation, dinner and lunch reservations and golf bookings-Providing recommendations for dining, entertainment and leisure -Providing first aid-Handling housekeeping requests -Preparing and delivering in-room dining-Porterage services-Ensuring overall guest satisfaction

-service guest rooms-provide turndown service to guests-ensure cleanliness of public areas and restrooms-process lost property queries