Customer Guest Associate

Service and Hospitality

•   Perform all check-in and check-out tasks
•   Manage online and phone reservations
•   Inform customers about payment methods and verify their credit card data
•   Register guests collecting necessary information (like contact details and exact

dates of their stay)
•   Welcome guests upon their arrival and assign rooms
•   Provide information about our hotel, available rooms, rates and amenities

•   Respond to clients complaints in a timely and professional manner
•   Liaise with our housekeeping sta to ensure all rooms are clean, tidy and fully-
furnished to accommodate guests needs
•   Con rm group reservations and arrange personalized services for VIP customers
and event attendees, like wedding guests

•   Upsell additional facilities and services, when appropriate
•   Maintain updated records of bookings and payments

•   Greet and welcome guests as soon as they arrive at the o ce

•   Direct visitors to the appropriate person and o ce
•   Answer, screen and forward incoming phone calls
•   Ensure reception area is tidy and presentable, with all necessary stationery and material (e.g. pens, forms and brochures)
•   Provide basic and accurate information in-person and via phone/email
•   Receive, sort and distribute daily mail/deliveries
•   Maintain o ce security by following safety procedures and controlling access via
the reception desk (monitor logbook, issue visitor badges)
•   Order front o ce supplies and keep inventory of stock
•   Update calendars and schedule meetings
•   Arrange travel and accommodations, and prepare vouchers
•   Keep updated records of o ce expenses and costs
•   Perform other clerical receptionist duties such as ling, photocopying, transcribing
and faxing
• Built and maintained e ective relationship to drive team success toward common
sales, service and operation goals
• Mentored team members in mastering sales techniques to consistently exceed
objectives
• Arranged new merchandise with signage and appealing displays to encourage
customer sales and overstock items
• Greeting customers, responding to questions, improving engagement with merchandise and providing outstanding customer service.
• Operating cash registers, managing nancial transactions, and balancing drawers.
• Achieving established goals.
• Directing customers to merchandise within the store.
• Increasing in store sales.
• Superior product knowledge.
• Maintaining an orderly appearance throughout the sales oor.
• Introducing promotions and opportunities to customers.
• Cross-selling products to increase purchase amounts.

Receptionist

•   Manage large amounts of incoming calls
•   Generate sales leads
•   Identify and assess customers needs to achieve satisfaction
•   Build sustainable relationships and trust with customer accounts
•   through open and interactive communication
•   Provide accurate, valid and complete information by using the right
•   methods/tools
•   Meet personal/customer service team sales targets and call handling
•   quotas
•   Handle customer complaints, provide appropriate solutions and
•   alternatives within the time limits; follow up to ensure resolution
•   Keep records of customer interactions, process customer accounts
•   and le documents
•   Follow communication procedures, guidelines and policies
•   Take the extra mile to engage customers

Customer Care

• Coordinate o ce activities and operations to secure e ciency and compliance to company policies
• Supervise administrative sta and divide responsibilities to ensure performance
• Manage agendas/travel arrangements/appointments etc. for the upper
management
• Manage phone calls and correspondence (e-mail, letters, packages etc.)
• Support budgeting and bookkeeping procedures
• Create and update records and databases with personnel, nancial and other data
• Track stocks of o ce supplies and place orders when necessary
• Submit timely reports and prepare presentations/proposals as assigned
• Assist colleagues whenever necessary

Secretary

•   Contribute in the implementation of marketing strategies
•   Support the marketing manager in overseeing the departments operations
•   Organize and attend marketing activities or events to raise brand awareness
•   Plan advertising and promotional campaigns for products or services on a variety
of media (social, print etc.)
•   Liaise with stakeholders and vendors to promote success of activities and enhance
the companys presence
•   See all ventures through to completion and evaluate their success using various
metrics
•   Prepare content for the publication of marketing material and oversee distribution
•   Conduct market research to identify opportunities for promotion and growth
•   Collaborate with managers in preparing budgets and monitoring expenses

Sales Associate

Mirriam Sakala is a Customer Guest Associate at Avani Hotel Livingstone. View their experience, skills and work history on Malakye — the professional network…

Mirriam Sakala

Mirriam Sakala

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Interests

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Education history

David Kaunda Secondary Technical School