Thembekile Nhliziyo
Calgary,AB
Summary
A highly flexible and adaptive professional with a multicultural background and several years of international work experience in Customer service and Hospitality. Embodies several skills including customer service, conflict resolution, empathy, time management, effective communication, critical thinking, and product knowledge. Leverages challenging work organization, and creativity to develop ways to meet customer expectations. Looking to contribute my knowledge and skills in your company.
Overview
6
6
years of professional experience
Work History
Executive Administrative Assistant
The Westin Calgary Airport
09.2023 - Current
- Managing invoicing process for check requests, credit card requests and expense reports.
- Coordinated recruiting activities by scheduling interviews.
- Updates payroll bi-weekly.
- Processes cheques and EFT payments.
- Cash handling.
- Manages office by ordering office supplies and maintaining office equipment.
- Maintains corporate records, personal financial statements and employee individual files.
- Organizes and coordinated conferences and monthly meetings and townhalls.
- Facilitates training and onboarding for new employees.
- Handles confidential and sensitive information with discretion and tact.
- Managed mail and both incoming and outgoing correspondence, mail, email and faxes.
- Handles guest complaints.
- Organize events for hotel employees.
Full Time Front Office Supervisor/ MOD
The Dorian, Courtyard by Marriott-Calgary Downtown
06.2022 - 09.2023
- Directly supervise the front desk department of ten associates
- Interacted with an average of fifty guests' daily
- Met all guests' requests with the highest levels of hospitality and professionalism
- Responded to incoming guests, telephone calls and email inquiries
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Always ensure cleanliness in front desk and lobby area, monitor all phone calls and ensure answer within three rings from agents
- Monitor inventory of front desk supplies and ensure adequate replenishment for undisturbed services to guests
- Maintain and update knowledge on all current packages and rates and evaluate everyday activities and prepare forecasts
- Prepare weekly schedule and maintain track of all budgets according to staff guidelines
- Participate in pre-shift meetings and prepare reports for all staff for everyday schedule
- Administer and monitor all staff performance
- Prepare communication log for guests and answer to all requests efficiently and within timeframe
- Manage and process all guest mail, coordinate with staff to ensure prompt services to guests
- Processed guest check-in using Lightspeed PMS.
Front Office Supervisor/MOD
Autograph Collection Marriott
10.2019 - 01.2020
- Collaborate with the Director of Front Office on tasks such as yield management, forecast, and daily meetings
- Train all Front Office and Reservations Associates
- Processed guest check-in using Opera System.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Created, prepared, and delivered reports to various departments.
Front Desk Team Leader (Pre-Opening)
Palm Heights Hotel
12.2018 - 08.2019
- Expedited all guest check-ins/check-outs, room reservations, service requests, booking, revisions and cancellations
- Relayed customer feedback or special requests to duty managers, housekeeping staff, food and beverage, and security
- Reached 90% room occupancy target by implementing innovative up-selling methods to promote hotel services and amenities
- Audited and reconciled reports on all cash and credit transactions in accordance with hotel's standard policies and procedures.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
Front Service Agent
Grand Hyatt Doha Hotel
11.2017 - 11.2018
- Managed all guest check-ins by confirming reservations, assigning rooms and issuing room keys to more than sixty guests daily
- Coordinated with housekeeping to follow up on preparation of room prior to scheduled check-in
- Provided guests with information on hotel's services and directions to resort's key attractions.
- Pleasantly greeted guest's and asked open-ended questions to better determine needs.
- Suggested additional services to customers in order to meet upsell goals.
Education
BUSINESS MANAGEMENT POST GRADUATE CERTIFICATE -
FANSHAWE COLLEGE
LONDON, ONTARIO08.2022
BACHELOR OF ARTS IN HOSPITALITY & EVENTS MANAGEMENT -
SWISS HOTEL MANAGEMENT SCHOOL LEYSIN
VD, SWITZERLAND09.2017
Certificate in Tourism -
School of Hospitality and Tourism
05.2015
Skills
- Conflict Resolution
- Financial Acumen
- Budgeting and Forecasting
- Human Resources Management
- Interpersonal skills
- Multitasking abilities
- Staff recruitment
- Effective communication
Languages
English
Native or Bilingual
Timeline
Executive Administrative Assistant
The Westin Calgary Airport
09.2023 - Current
Full Time Front Office Supervisor/ MOD
The Dorian, Courtyard by Marriott-Calgary Downtown
06.2022 - 09.2023
Front Office Supervisor/MOD
Autograph Collection Marriott
10.2019 - 01.2020
Front Desk Team Leader (Pre-Opening)
Palm Heights Hotel
12.2018 - 08.2019
Front Service Agent
Grand Hyatt Doha Hotel
11.2017 - 11.2018
BUSINESS MANAGEMENT POST GRADUATE CERTIFICATE -
FANSHAWE COLLEGE
BACHELOR OF ARTS IN HOSPITALITY & EVENTS MANAGEMENT -
SWISS HOTEL MANAGEMENT SCHOOL LEYSIN
Certificate in Tourism -
School of Hospitality and Tourism
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