Tsholofelo Makani
Gaborone
Summary
A dynamic professional with a proven track record at Sea Island Resort, adept in enhancing guest satisfaction and streamlining operations. Excelled in hospitality service expertise and team collaboration, significantly contributing to operational excellence. Skilled in both complaint resolution and sanitation procedures, consistently ensuring a high-quality guest experience.
Overview
3
3
years of professional experience
Work History
Hospitality Intern
Sea Island Resort
03.2024 - Current
- Developed and maintained positive relationships with guests for satisfaction.
- Provided concierge services, offering local recommendations for dining, entertainment, and attractions.
- Answered telephone calls and emails to assist customers in making reservations.
- Collaborated with team members to maintain exceptional cleanliness standards in all guest rooms and common areas.
- Maintained positive lobby presence, pleasantly greeting guests and employees.
- Performed front office maintenance duties by organizing and cleaning desk spaces and replenishing office supplies.
- Contributed to revenue growth by upselling room upgrades, packages, and additional services when appropriate.
- Trained new interns on company policies and hospitality best practices, contributing to a well-prepared workforce.
- Implemented marketing and promotional initiatives to increase occupancy.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Welcomed guests to facility, addressed complaints and found solutions to problems.
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
Waitress Trainee
Lopkel Investment Catering Company
11.2023 - 03.2024
- Cultivated warm relationships with regular customers.
- Handled high-pressure situations calmly during peak hours while maintaining exceptional service standards.
- Bussed and reset tables to keep dining room and work areas clean.
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
Waitress Trainee
Eco-park
09.2023 - 11.2023
- Cultivated warm relationships with regular customers.
- Enhanced customer satisfaction by providing attentive and friendly service during busy shifts.
- Inspected dishes and utensils for cleanliness.
- Demonstrated knowledge of food allergies and dietary restrictions, ensuring safe meal options for all customers.
- Provided support in other areas of the restaurant as needed including bussing tables stocking supplies.
- Maintained professional demeanor even difficult interactions resolving conflicts tact diplomacy.
Housekeeper
Big Cedar Resort
05.2023 - 08.2023
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
- Vacuumed rugs and carpeted areas in offices, lobbies, and corridors.
- Maintained a spotless environment for guests through diligent daily housekeeping tasks.
Team Member
KFC Restaurant
05.2023 - 08.2023
- Kept work areas clean, organized, and safe to promote efficiency and team safety.
- Worked scheduled shifts and remained available to work during coworker absences, holidays, and busy periods.
- Learned all required tasks quickly to maximize performance.
- Addressed and resolved customer complaints in polite and professional manner.
Food and Beverage Trainee
Cresta Lodge Hotel
01.2022 - 07.2022
- Contributed to maintaining an attractive presentation of food displays, enticing customers and promoting the establishment''s reputation for quality offerings.
- Developed strong communication skills through constant interaction with customers, coworkers, and supervisors.
- Assisted in inventory management, ensuring optimal stock levels and proper storage conditions for perishable items.
- Collaborated with team members to maintain a clean and organized work environment, adhering to health and safety standards.
Education
BBA In Tourism And Hospilality Management - Hospitality And Tourism Management
University of Botswana
Gaborone10.2023
Skills
- Food preparation
- Order taking
- Sanitation procedures
- Food presentation
- Customer service
- Strong multitasking
- Greeting guests
- Team collaboration
- Cleanliness
- Attention to detail
- Cash handling
- Decision-making
- Safe food handling
- Hospitality service expertise
- Handling complaints
- Menu recommendations
- Payment processing
- Service prioritization
- Food running
- Memory retention
- Complex Problem-solving
- Table setting
- Order accuracy
- Accurate money handling
- Complaint resolution
- Active listening
- Menu memorization
- Time management
- Performance improvement
- Supply restocking
Timeline
Hospitality Intern
Sea Island Resort
03.2024 - Current
Waitress Trainee
Lopkel Investment Catering Company
11.2023 - 03.2024
Waitress Trainee
Eco-park
09.2023 - 11.2023
Housekeeper
Big Cedar Resort
05.2023 - 08.2023
Team Member
KFC Restaurant
05.2023 - 08.2023
Food and Beverage Trainee
Cresta Lodge Hotel
01.2022 - 07.2022
BBA In Tourism And Hospilality Management - Hospitality And Tourism Management
University of Botswana
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