Susana Waters
Erongo
Summary
1. Personable and dedicated Customer Service Representative with extensive experience in Hospitality industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
2. Thorough Bookkeeper with 6 years of experience working closely with accounting team to create and analyze financial reports. Polished in bank reconciliation, financial statement preparation and billing dispute resolution. Careful, fast-learning worker dedicated to accuracy.
Overview
8
8
years of professional experience
Work History
Receptionist
Beach Lodge
Swakopmund
02.2023 - Current
- Maintained daily records of room availability and rates.
- Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
- Greeted guests upon arrival and provided them with information regarding the hotel amenities, services, and local attractions.
- Checked in guests using computerized reservation systems, collected payments and verified credit cards.
- Provided excellent customer service to all guests by responding promptly to their requests or concerns.
Receptionist,
Beach Hotel Swakopmund
Erongo Region
07.2022 - 01.2023
- Handle all types of reservations
- Dealing with guests over the telephone
- Taking and inputting reservations
- Negotiating rates in hotels
- Answered and directed incoming calls using multi-line telephone system.
- Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
- Greeted guests and provided them with necessary information about hotel services.
- Assisted customers in making reservations over the phone and online.
- Updated reservation records, availability, rates and other data into computer system.
- Processed payments from customers for room charges and incidentals.
- Maintained daily records of room availability and rates.
Lodge Manager
Umti Lodge
Windhoek
04.2018 - 05.2022
- Performed all various Management Duties
- Provide Reports to the Directors
- Prepare & Process Creditor Invoices, Monthly Bank Statement and Prepare Bank Deposits,
- Prepare VAT calculation and Process Petty Cash
- Bookings for Conferences, Functions and Rooms
- Accept Payments and make sure all payments are done on time
- Built and maintained productive relationships with employees.
- Responsible for the incoming & Outgoing Calls
- Do Stock-taking for all the department?
- All Administrative Duties within all department of the lodge
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
Administrator
Umti Lodge
Windhoek
06.2016 - 03.2018
- Assist with various Management Duties &Provide Reports to the General Manager
- Improved office organization by developing filing system and customer database protocols.
- Prepare & Process Creditor Invoices, Monthly Bank Statement and Prepare Bank Deposits, Do the
- Calculation of VAT and Process Petty Cash
- Followed up with customer accounts to resolve unpaid or past due accounts.
- Monitored payroll, credit card purchases and invoicing to prevent financial errors.
Receptionist/Waitressing
Beach Hotel Swakopmund
10.2015 - 05.2016
- Greet and escort customers to their tables
- Present menu and provide detailed information when asked (e.g., about portions, ingredients, or potential food allergies)
- Prepare tables by setting up linens, silverware, and glasses
- Inform customers about the day’s specials
- Offer menu recommendations upon request
Education
Some College (No Degree) - Hospitality Management
Alison Self Empower
Online12.2022
Certificate in Accounting & Finance -
International Training College
01.2017
Certificate in Pastel Sage Accounting, 2016 (One Month) Certificate in Travel, Tourism & Hospitality -
International University of Management
01.2014
Secondary -
Petrus !Ganeb Secondary School
01.2012
Skills
- MS Office
- POS systems
- Innkeeper System
- Pastel Accounting
- Managerial skills
- Stock taking
- Problem-solving
- Attentive to details
- Mail Distribution
- Recordkeeping and Bookkeeping
- Positive and Professional
References
- Mr. John Ndeutepo
Umti Lodge
Director
Cell: 081303977
Mrs Anita Jordan
Beach Hotel
HR
Cell: 064 417719
Timeline
Receptionist
Beach Lodge
02.2023 - Current
Receptionist,
Beach Hotel Swakopmund
07.2022 - 01.2023
Lodge Manager
Umti Lodge
04.2018 - 05.2022
Administrator
Umti Lodge
06.2016 - 03.2018
Receptionist/Waitressing
Beach Hotel Swakopmund
10.2015 - 05.2016
Some College (No Degree) - Hospitality Management
Alison Self Empower
Certificate in Accounting & Finance -
International Training College
Certificate in Pastel Sage Accounting, 2016 (One Month) Certificate in Travel, Tourism & Hospitality -
International University of Management
Secondary -
Petrus !Ganeb Secondary School
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