Nonhlanhla Lushaba

Nonhlanhla Lushaba

Hotel Duty Manager at Sun International
Lives in Pretoria, South Africa

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About me

A dedicated, proactive, dynamic and results-driven professional with a highly successful background in customer service. Committed in providing an exceptional standard of service and exceeding expectations to customers, while remaining focused on achieving business objectives. Possesses excellent interpersonal communication skills, enjoys being part of a motivated, successful and productive team and thrives in highly pressurising and challenging environments. Open minded and always eager to learn new methods and procedures

Experience

2 years

  • Hotel Duty Manager

    Sun International - Pretoria, South Africa

    Rooms division
    January 2018 - Now · 2 years

    • Ensures that guests are treated with courtesy and respect at all times • Handle any escalated complaints, disputes and suggestions as required • Engage with customers and provide a customer experience on the floor that will support brand loyalty ensuring SI as the brand of choice • Be present on the floor during service / promotions or functions • Conduct staff training on product knowledge / promotions (including promotion information, fun, Interact with guests and provide professional service standards and solutions) • Monitor customer feedback on various Omni-channels to understand and resolve any challenges being experienced; and where necessary manage the resolution of customer queries and complaints from the various channels; ensuring all customers receive a response and feedback • Supervise staff conditions of employment, e.g. attendance, absenteeism, leave, adherence to policies and procedures • Identification of employee training needs • Perform on the job training and coaching to close developmental gaps and build succession for a talent pipeline within the outlet • Supervise employee relations within the hotel • Staff communication and motivation • Performance contracting, reviews and development • Assist in providing resources and removing obstacles to performance • Onboarding of new staff members • Conduct product performance analyses / reviews and make recommendations to address opportunities and gaps • Communicate plans and information around VIPs visiting the resort to relevant staff and stakeholders within the unit • Develop and monitor the customer experience for all clients attending site inspections and educationals, to ensure they are “Wowed” • Manage the contract, registration and maintenance of the sites vehicle • Conduct analysis and report onsite inspection statistics around business acquisition • Conduct weekly walkabouts of all front of house and back of house areas to monitor SHE and standards compliance • Facilities are maintained in accordance with group and unit standard operating procedures and reflect the attributes of the brand • Maintains records on licensing entitlements and compliance management

Education

  • National Diploma in Adminitrative Management General

    University of South Africa - Pretoria, South Africa

    January 2009 - October 2014

    Business management 1(Module 1) – 66% Business management 1 (Module 2) -67% Business management 2 – 68% Business management 3 – 52% End-User computing (Theory)-70% End-User computing (Practical) –72% Economics (Module 1)-55% Economics (Module 2)-50% Organisational effectiveness1 (modules 1&2)-50% Organisational effectiveness 2-64% Personnel management 1-61% Personnel management 2 – 53% Administrative management 1- 61% Administrative management 2 -69% Administration practical – 58% Administrative management 3(Module) 1-70% and (Module 2) - 65% Fundamentals of communication -82% Communication context and applications – 68% Introduction to financial accounting – 56% Introduction to management accounting - 50%

Languages

4 languages

  • Tswana

    Professional working

  • Zulu

    Professional working

  • Xhosa

    Professional working

  • English

    Professional working

Personal information

Nationalities

  • South African

Date of birth

July 22nd 1976

Driving License

Yes

Skills

7 skills

  •  Attention to detail-High
  •  Customer Centric-High
  •  High Communication skills-Written& verbal
  •  Industry knowledge and product-High
  •  People management -High
  • PLANNING AND PRIORITIZING
  •  Proficiency in MS office suite
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