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Dedicated hospitality professional with twenty years of experience, delivering exceptional guest and resident experiences in fast-paced environments. Strong background in guest services, front-desk and check-in operations, and issue and complaint resolution, and ensuring the confidentiality and accuracy of sensitive medical and personal records in compliance with privacy standards. Known for professionalism, patience, and composure, with excellent verbal communication and problem-solving skills. Recognized for fostering team collaboration, adapting to changing needs, maintaining a welcoming and professional demeanor, and consistently achieving positive results through attentive service and effective support.

Driven front Desk Agent highly skilled in managing reservations, arrivals, departures, telephone calls and guest inquiries. Poised and professional with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication. Warm and friendly individual helps guest in any situation. Enjoys working closely with team members to deliver positive guest experience. Experience as a Front Desk Agent in busy setting, able to work unsupervised.

I possess strong skills in flight operations management, ground services coordination, and team leadership, with a focus on safety and efficiency. My experiences in aviation has provided me with a solid understanding of regulatory compliance, operational procedures, and crisis management.

Company Name: Corporate Apartment Group, Joburg Position Held: Group Housekeeping Manager Date: 01 November 2024 – To Date Daily duties I manage five Corporate Apartment Group properties ensuring that the Unit or room standard is kept the same, Train and coach staff on Housekeeping Operations, Health and Safety standard and compliance, train staff on PMS (Breezeway and Mews), Linen and laundry room operations. Liaise with Housekeeping Supervisors on any changes in unit standards, Assist with new unit setup. Company Name: Vivari Hotel and Spa, Mogale City Position Held: Executive Housekeeper Date: 01 March 2023 – October 2024 Ensure smooth running of the housekeeping department, Room inspections, managing public area staff, Health and safety compliance, Audit requirements standards, Assigning special tasks, Department’s budget and cost control, Stock take and ordering, Create and implement standard policies and procedures, Staff recruitment, Disciplinary procedures, Managing staff uniforms Company Name: Vivari Hotel and Spa, Mogale City Position Held: Front Office Manager Date: 01 July 2022 – February 2023 Daily duties I ensure that all staff rostered are on shift and in full uniform, I check the Fire Panel if its operational, Shift briefing and action handover from the previous shift, Ensure that all daily arrivals are prepared and all requests have been actioned, Ensure guest accounts are accurate before departure, Action guest complaints and enquiries, Update room inventory on booking Extranet (Booking.Com, Expedia, Hotel.Com), Brief all the departments about all the Groups and Conventions, Ensure that all meeting rooms and conference venues are prepared as per the client’s requirements, Ensure full compliance of Health & Safety standard, Full compliance on company policies and procedures and audit requirements, Site Inspections and Sales calls, Customer service or guest experience, Liaise with service providers ( Travel Agents, Government Department and Companies). Prepare month end reports, Manage staff roster and annual leave, Inbound sales and Outbound sales, Front Office Administration. Company Name: Vivari Hotel and Spa, Mogale City Position Held: Front Office Supervisor/Housekeeping Supervisor Relief Date: 09 April 2022 – 30 June 2022 Daily duties I lead and perform all front desk duties including check-ins, check outs, reservations, guest phone messages and special request. I ensure that guest guests experience a great stay. Front Office administration, staff rostering, staff coaching and on job training, guest queries and complaints, managing shifts. Company Name: Garden Court Milpark, Joburg Position Held: Guest Services Manager Date: September 2016 – July 2019 I was promoted as Guest Services Manager in October 16 I was afforded the opportunity to shadow the Deputy General Manager. I was exposed to the hotel’s Room Budgets, Revenue Forecasting, Revenue Commentary, Market Share, Market Intelligence, ORMS preparation, Stock taking in other departments, Managing Front Office Department, Liase with service providers, full compliance of Health and Safety standards, Audit requirements. Inbound and Outbound sales Company Name: Garden Court Milpark Position Held: Duty Manager Date: July 2014 – August 2016 I was promoted as the Duty Manager Rooms. Duties were managing the front desk to ensure smooth running, staff rostering, staff coaching and on job training, guest queries and complaints, managing shifts, front office administration, month end reports, enforcing basic operation procedures to ensure full compliance. Company Name: Garden Court Milpark Position Held: Reservations Clerk Date: November 2013 – June 2014 I moved to the Garden Court Milpark as Reservation Clerk. Reservation duties included paying attention to detail and good listening skills, Upselling and down selling, revenue generation, Individual and Group bookings, Reservation administration and compiling month end reports. Company Name: Garden Court Morningside Position Held: Guest Service Supervisor Date: August 2012 – October 2013 I was promoted to Guest Services Supervisor at Garden Court Morningside My duties included Front Office administration, Training and staff coaching, Month End reports, Staff Rostering and Managing leave, Group Reservations for the hotel, also does Duty Manager shifts. Handle customer queries and complaints, banqueting bookings. Between February 2010 and January 2011 I was in different Tsogo Sun Hotels on a Rooms Skills Builder Course In February 2010 – January 2011 I did a course on Room Skills Builder which equips junior staff to management positions. I worked in different departments to get an overview of how management performs daily. Company Name: Garden Court Morningside Position Held: Reservations Clerk Date: July 2008 – August 2012 I was promoted to the reservations department as a Reservation Clerk. Reservation duties included paying attention to detail and good listening skills, Upselling and down selling, revenue generation, Individual and Group bookings, Reservation administration and compiling month end reports. Company Name: Garden Court Morningside Position Held: Guest Services Attendant Date: March 2008 – July 2008 I moved to the Garden Court Morningside as a Guest Services Attendant. My duties included customer service, guest queries, check INS and check out, actioning arrivals and departures, reservations, cashiering, front desk administration and end of day banking. Company Name: Stay Easy Eastgate Position Held: Guest Services Attendant Date: 2006 - 2008 I worked as a Guest Services Attendant. My duties included customer service, guest queries, check ins and check out, action arrivals and departures, reservations, cashiering, front desk administration and end of day banking.
Experienced with managing housekeeping teams in hospitality setting, ensuring optimal cleanliness and guest satisfaction. Utilizes effective training programs and quality checks to maintain high standards. Track record of enhancing operational efficiency and team collaboration.
Enthusiastic [Job Title] successful working with all hotel departments to facilitate communication, quality and service initiatives. Hardworking and resourceful with strong communication skills and adaptable approach. Background directing [Number] housekeepers serving guests in [Number]-room hotel facilities.
Focused professional knowledgeable about devising innovative solutions to diverse business concerns and goals. Strategic and forward-thinking leader with self-motivated and tactical mindset. Excellent relationship-building and critical thinking skills with determined and decisive nature.

Spencer Watkins

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Valet

Guest Service Agent

Bell / Valet / Shuttle Driver

Internet Sales

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Valet

Guest Service Agent

Bell / Valet / Shuttle Driver

Internet Sales

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