Rumbidzai Makanza
Vancouver,BC
Summary
Friendly hospitality professional with proficiency in interacting effectively by telephone with guests of diverse ages, backgrounds and interests. Projects service-mentality with warm, caring attitude while maintaining efficiency and optimizing revenue. Offering 8+ years of experience in the service industry.
Overview
8
8
years of professional experience
1
1
Certification
Work History
customer service, Reservations Agent
Aldesta Hotel Group
04.2021 - Current
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Resolved various issues and discrepancies for customers.
- Handled billing information over phone.
- Worked closely with front desk to achieve full occupancy of property.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Provided customers with information about availability and pricing.
- Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Consulted with customers to assess service requirements and produce accurate orders.
Branch Office Administrator
Edward Jones
04.2021 - 04.2022
- Maintained office supplies and equipment to support team productivity.
- Developed and implemented marketing plans, special promotions and customer relations events.
- Composed professional business correspondence, emails, meetings notes and other documents.
- Maintained scheduling for main branch to keep shifts appropriately staffed.
- Oversaw opening and closing of branch and monitored overdrafts, wire transfers, collections and stop payment orders.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Core/Sales Agent
Four Seasons Hotel
11.2018 - 04.2021
- Increased sales and customer satisfaction through personalized servicing.
- Assisted call-in customers with questions and orders.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Provided superior service to customers by quickly and courteously responding to requests, inquiries, suggestions and concerns.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
Reservations Agent/Supervisor
Aldesta Hotels
01.2017 - 07.2018
- I handle hotel guest's reservations for 4 properties using 3 different booking systems
- Use Opera for 2 of the properties, room master and voice agent
- Briefly learned how to do revenue management
- Hire and Train new agents
- Make the schedule and assign tasks
- Deal with Travel Agent, OTAs and FIT bookings
- Built hotel room rates using Opera and Sabre
Sales Associate
RW&CO
03.2015 - 12.2016
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Helped customers locate products and checked store system for merchandise at other sites.
- Prepared merchandise for sales floor by pricing or tagging.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Managed returns, exchanges and refunds in accordance with store policy.
- Answered customer questions about sizing, accessories, and merchandise care.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Engaged with customers to build rapport and loyalty.
- Solved customer challenges by offering relevant products and services.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
Manager
YouTan Studios
06.2015 - 04.2016
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Onboarded new employees with training and new hire documentation.
- Developed and maintained relationships with customers and suppliers through account development.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Education
Diploma - Social Services, Communication Studies and Mass Media
Vancouver Career College
Vancouver, BC12.2023
Bachelor of Arts - Communications And Media
Memorial University of Newfoundland, School
St. John's, NL12.2015
Eaglesvale High School
11.2010
Skills
- Patient Profiles
- Customer Relations
- Providing Feedback
- Issue and Complaint Resolution
- Hotel Booking
- Microsoft Office
Certification
- FIRST AID
- NON-VIOLENT
- CRISIS INTERVENTION
- FOOD SAFE
- SUICIDE PREVENTION
- WHMIS CERTIFICATE
Timeline
customer service, Reservations Agent
Aldesta Hotel Group
04.2021 - Current
Branch Office Administrator
Edward Jones
04.2021 - 04.2022
Core/Sales Agent
Four Seasons Hotel
11.2018 - 04.2021
Reservations Agent/Supervisor
Aldesta Hotels
01.2017 - 07.2018
Manager
YouTan Studios
06.2015 - 04.2016
Sales Associate
RW&CO
03.2015 - 12.2016
Diploma - Social Services, Communication Studies and Mass Media
Vancouver Career College
Bachelor of Arts - Communications And Media
Memorial University of Newfoundland, School
Eaglesvale High School
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