Mitchell Siwela

Mitchell Siwela

Guest service agent at Holiday Inn
Lives in Sharjah, United Arab Emirates
over 6 months ago

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A self motivated professional with an excellent track record in a high volume in Guest service agent and Customer care representative positions.A strong commitment to quality customer service coupled with first rate communication skills that builds significant customer loyalty. Proven ability to handle a diverse customer base, resolve problems and process transactions quickly and accurately to ensure increased productivity and efficiency. A reliable and trustworthy individual with an in-depth knowledge of hospitality services.

Experience

  • Guest service agent

    Holiday Inn - Mutare, Zimbabwe

    Customer Service
    April 2015 - September 2017

    Greeting guests in a friendly and professional manner according to the Hotel standards. • Engaging each guest as a unique individual and listening attentively to their requests. • Performing accurate check-ins and check-outs of guests daily. • Answering the telephone in a timely and professional manner . • Making reservations over the phone and in person. • Running daily reports to check reservations for accuracy. Responsible for a cash float throughout my shift and ensuring it balances correctly at the end of shift. • Anticipating and addressing guest’s service needs. • Listening to guest’s complaints or concerns and resolving their issue in a timely manner. • Complying with the Hotel Policies, Procedures and Code of Ethics. • Performing any additional tasks which are assigned by management.

  • Customer care representative

    Anchor Bay Guest House - Mutare, Zimbabwe

    Customer Service
    January 2013 - March 2015

    Greeting and welcoming of guests as they approach the front desk. • Attending incoming calls, responding to them and transferring the call to the appropriate department. • Responsible for providing information about the services and products of the organization. • Responsible for Registrations of Client and booking of Meeting with higher management. • Responsible for managing incoming recorded documents and entering information into database. • Maintaining and updating calendars for clients and agents for times and dates of settlements. • Maintaining safe and clean reception area by complying with procedures, rules, and regulations • Contributes to team effort by accomplishing related results as needed • Managing and prioritizing all day to day operations for the reception, switchboard and help-desk services • Carrying out any other duties commensurate with the post as directed by the Customer Service Manager. • Attending all training as per departmental requirement • Perform other clerical receptionist duties such as filing, photocopying, transcribing and faxing • Handling complaints, providing appropriate solutions and alternatives within the time limits. • Preparing standard and Monthly reports on sales for management review and carry out

Education

  • humanities

    Africa University - Mutare, Zimbabwe

    May 2013 - May 2016

    Major in English

Languages

  • English
    Native or fluent
    100%

Skills

  • • Excellent Communication Skills.
  • Excellent IT skills
  • Good customer service
  • Multitasking
  • Problem solving
  • Thorough knowledge of office etiquette's
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