Mathamsanqa Ndlovu
Baltimore
Summary
Service-oriented Guest Service Representative with a strong background in hospitality and customer service. With proven skills in problem-solving, effective communication, and conflict resolution, consistently ensure guest satisfaction and loyalty. Positively impacted previous workplaces by elevating guest experiences, maintaining high standards of cleanliness and organization, and effectively managing front desk operations.
Overview
5
5
years of professional experience
Work History
Guest Service Representative
Baltimore Marriott Waterfront
Baltimore
10.2023 - Current
- Gave clear directions to local museums, restaurants and places of interest to patrons.
- Transmitted information or documents to customers through email, mailings or facsimile machine.
- Maintained client accounts by obtaining, recording and updating personal and financial information.
- Answered incoming calls from guests seeking reservations or general information.
- Verified reservations by phone or in person.
- Processed payments for room charges, taxes, and other incidentals as required.
- Offered guests details regarding hotel's amenities, local arts and culture, nightlife, dining options, attractions and museums.
- Resolved guest complaints in a professional manner.
- Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
- Provided assistance to guests throughout their stay.
- Inspected guest rooms prior to check-in to ensure they met quality standards.
- Tracked inventory levels of supplies needed for front desk operations.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Resolved customer disputes in a professional manner while maintaining positive relationships.
- Ensured compliance with hotel policies and procedures.
- Greeted clients and provided personalized support to meet unique needs and promote brand loyalty.
- Built detailed knowledge on locations and points of interest to thoroughly answer guest questions.
- Assisted guests with check-ins and check-outs in a timely manner.
- Built and maintained productive relationships with employees.
- Maintained accurate records of all transactions within the hotel software system.
- Responded promptly to inquiries regarding availability of rooms and rates.
- Assisted with luggage storage upon request.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Promoted loyalty programs to encourage repeat business.
- Spoke with patrons to make conversation, answer questions or to respond to complaints.
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Provided guidance to new team members on how to perform tasks correctly.
- Greeted guests and provided information regarding hotel services, amenities, and local attractions.
- Invited guests to join loyalty programs and special promotions to stay connected.
- Organized special requests such as wake up calls, extra pillows, cribs.
- Greeted walk-in and phone guests, determining interests and needs.
- Encouraged customers to provide feedback on their stay experiences.
- Handled customer complaints professionally and efficiently.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Assisted with customer requests and answered questions to improve satisfaction.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Completed day-to-day duties accurately and efficiently.
Guest Experience Specialist
St. Regis Aspen
Aspen
06.2023 - 10.2023
- Promoted special events, packages and discounts to encourage repeat business.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Greeted guests upon arrival, answered questions and provided information about the facility.
- Scheduled space or equipment for special programs, meetings and conferences.
- Invited guests to join loyalty programs and special promotions to stay connected.
- Greeted walk-in and phone guests, determining interests and needs.
- Processed refunds for dissatisfied customers according to company policy guidelines.
- Maintained client accounts by obtaining, recording and updating personal and financial information.
- Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
- Offered guests details regarding hotel's amenities, local arts and culture, nightlife, dining options, attractions and museums.
- Arranged for tours and expeditions, setting accommodations, transportation, equipment and medical personnel availability.
- Greeted guests at front desk, by name when possible, warmly offered assistance and went extra mile to answer questions or resolve issues beyond guest expectations.
- Offered guests beverages and refreshments upon check-in.
- Greeted clients and provided personalized support to meet unique needs and promote brand loyalty.
- Handled incoming calls from potential customers inquiring about availability of rooms or services offered by the hotel.
- Assisted with check-in process, verified customer information and processed payments.
- Maintained cleanliness of lobby area, including furniture arrangement and decorations.
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Demonstrated knowledge of all hotel facilities and services in order to provide accurate information to guests.
- Provided customer service support to guests regarding reservations, inquiries, complaints and issues.
- Responded to emails from customers seeking assistance or making requests for additional services.
- Resolved conflicts between guests and employees in an efficient manner while maintaining professionalism.
- Built and maintained productive relationships with employees.
- Managed inventory of supplies such as towels, linens and toiletries for guestrooms.
- Communicated effectively with other departments within the hotel in order to coordinate services for guests' needs.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Excited guests by presenting high-energy and enthusiastic product and service promotions, by quickly meeting customer needs and by following up to confirm outstanding experiences.
- Built detailed knowledge on locations and points of interest to thoroughly answer guest questions.
- Reviewed hotel reservations at beginning of shift, coordinated fulfillment of special guest requests, prepared room keys and collaborated with other departments to fully satisfy customers.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Housekeeping Supervisor
Stephen Margolis Resort
Harare, Zwe
08.2020 - 05.2023
- Established effective communication between team members in order to foster a positive work environment.
- Prepared work schedules for associates to promote proper staffing levels.
- Recruited and hired workers, in addition to supervising and monitoring daily performance.
- Monitored supply levels and requested new items to maintain completing daily cleaning tasks.
- Supervised and trained staff in housekeeping operations, ensuring adherence to standards of cleanliness.
- Developed training programs for existing housekeepers on topics such as proper sanitation techniques or emergency procedures.
- Stocked room attendant carts with supplies to keep carts organized and clean.
- Provided feedback on employee performance, identifying areas of improvement while recognizing successes.
- Created and implemented daily cleaning schedules for staff members.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Enforced rules and regulations set forth by management regarding health, safety and security policies.
- Conducted regular inspections of all guest rooms, hallways, lobbies, restrooms, elevators, stairwells, laundry facilities and other common areas.
- Coordinated with other departments within the hotel to ensure a smooth flow of operations.
- Communicated guest service scores to drive improvement and higher guest satisfaction.
- Assisted with the recruitment process for new housekeepers, including interviewing potential candidates and conducting background checks.
- Delegated work to staff, setting priorities and goals.
- Analyzed data collected from surveys or reports in order to identify areas needing improvement in terms of cleanliness or service delivery.
- Established and enforced procedures and work standards, promoting team performance and safety.
- Established hands-on, proactive management style to facilitate improvements to workflow and room turnover.
Education
MBA - Business Administration And Management
University of North America
Fairfax, VA12-2026
Bachelor of Science - Business Administration
University of Zimbabwe
Harare, Zwe, Zimbabwe 12-2022
Associate of Science - Hospitality And Tourism Management
Midlands State University
Gweru, Zimbabwe 08-2020
Skills
- Customer service
- Project management
- Data analysis
- Financial reporting
- Conflict resolution
- Employee training
- Team collaboration
- Transportation coordination
- Guest experiences
- Self motivation
- Written communication
- Reservations management
- Documentation and reporting
- Resort Experience
- Guest orientation
- Office support
- Public relations
- Continuous improvement
- Plan events
- Interpersonal communication
- Reservation processing
- Computer skills
- Excellent communication
- Complaint handling
- Reservation management system
- Multitasking capacity
- Analytical skills
- Data entry proficiency
- Adaptability and flexibility
- Emergency response
- Interpersonal skills
- Team building
- Personal Assistant Tasks
- Local knowledge
- Office administration
- Concierge services
- Time management
- Verbal and written communication
- Cultural awareness
References
- Rooms Operations Manager
John Carlo Oales
(410) 598-8172
Timeline
Guest Service Representative
Baltimore Marriott Waterfront
10.2023 - Current
Guest Experience Specialist
St. Regis Aspen
06.2023 - 10.2023
Housekeeping Supervisor
Stephen Margolis Resort
08.2020 - 05.2023
MBA - Business Administration And Management
University of North America
Bachelor of Science - Business Administration
University of Zimbabwe
Associate of Science - Hospitality And Tourism Management
Midlands State University