Matshediso Ndhlovu
Tokyo
Summary
Experienced with managing guest interactions and front desk operations. Utilizes effective communication to address and resolve guest concerns promptly. Strong understanding of hospitality protocols and maintaining welcoming environment.
Customer service professional with sharp focus on enhancing customer experiences and streamlining processes. Valued for fostering teamwork and driving results through adaptive strategies and effective communication. Known for problem-solving abilities and customer-centered approach.
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
19
19
years of professional experience
Work History
Front Desk Agent
Nishitetsu Hotel Co.
Tokyo, Japan
03.2025 - Current
- Managed check-in and check-out processes, ensuring efficient guest service and satisfaction.
- Coordinated reservations and room assignments using property management systems to optimize occupancy rates.
- Resolved guest complaints promptly, maintaining high levels of customer satisfaction and loyalty.
- Conducted audits of billing accuracy and managed financial transactions, enhancing overall operational efficiency.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Answered multi-line phone system and enthusiastically greeted callers.
- Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
Delivery Driver
Pic up
07.2024 - 01.2025
- Maintained accurate records of delivery details such as invoices and proof of delivery
- Managed package delivery routes and adjusted as needed to ensure on-time delivery
- Coordinated the delivery of goods to various customers, ensuring on-time delivery with minimal delays
- Developed a system to track and monitor customer orders and delivery times, reducing delivery delays by 15%
- Developed and implemented a driver monitoring system that improved driver safety and compliance with regulations
- Developed and implemented a plan for efficient routes to minimize delivery time and fuel costs
- Maintained a professional attitude and demeanor when interacting with customers
- Followed safety protocols to ensure the safety of customers and the public
- Utilized up-to-date knowledge of the local geography to identify the best routes
Sales Executive
Barloworld Equipment
South Africa
08.2022 - 06.2024
- Conducted market research to identify new business opportunities and competitive trends.
- Delivered product presentations and demonstrations tailored to client needs, enhancing engagement and interest.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Boosted sales revenue by cultivating strong client relationships and implementing effective sales strategies.
- Delivered exceptional customer service, resulting in a high percentage of repeat business and client referrals.
- Led cross-functional teams to support sales objectives, fostering collaboration between sales, marketing, and product development.
- Cultivated long-term relationships with high-value clients to ensure repeat business and referrals.
- Used consultative sales approach to understand and meet customer needs.
Assistant Housekeeping Manager
Sheraton Hotel
10.2020 - 06.2022
- Maintained high-quality service standards through regular communication with guests and other hotel departments.
- Implemented safety protocols to ensure a safe working environment for both staff and guests.
- Improved guest satisfaction by efficiently addressing and resolving housekeeping concerns and complaints.
- Boosted overall hotel ratings in cleanliness categories through consistent attention to detail during room inspections.
- Disposed of trash and recyclables each day to avoid waste buildup.
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Trained and mentored all new personnel to maximize quality of service and performance.
- Worked with front desk to respond promptly to all guest requests.
- Communicated repair needs to maintenance staff.
- Placed orders for housekeeping supplies and guest toiletries.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Replaced used towels and other bathroom amenities such as shampoo, paper towels, and soap.
- Enhanced guest satisfaction by maintaining clean and well-stocked rooms in a timely manner.
- Sanitized all kitchen surfaces, wiped down cabinets, and swept and mopped floors
- Engaged with guests on room requirements and amenities to promote overall satisfaction.
- Slid beds, sofas, and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Completed pre-cleaning duties by setting up cleaning carts with fresh linens, cleaning supplies, and requested guest supplies.
- Hand-dusted and wiped down office furniture, fixtures, and window sills to keep areas clean and comfortable.
- Supported the front desk team by promptly addressing guest requests and concerns, fostering a welcoming atmosphere.
Customer Service Manager
Electronic Toll Collection
04.2010 - 09.2020
- Supervised customer service activities and routinely assessed staff performance.
- Managed over 130 customer calls daily, achieving a perfect satisfaction rate.
- Organized efficient virtual gatherings for distributed teams, adhering to time and cost limits.
- Employ support tools to remotely assist customers.
- Transitioned branch to remote operations during COVID-19 pandemic.
- Optimized remote assistance by refining a desktop support platform.
- Created training materials and conducted training sessions to ensure compliance with policies and procedures.
- Created and enforced customer service protocols to align with company policies.
- Devised and executed strategies to elevate service quality through team collaboration.
- Analyzed customer service data to identify trends and opportunities for improvement.
- Created and updated customer service documentation to meet standards.
Front Desk Manager
Saint George Hotel
07.2007 - 03.2010
- Collaborated across departments to enhance guest experiences.
- Oversaw upkeep of lobby area and front desk to maintain cleanliness and safety.
- Handled payments and generated receipts swiftly and accurately, contributing to a 60% boost in revenue.
- Provided customers with information on company products and services
- Supported the design of marketing campaign materials.
- Handled complaints and inquiries in a professional manner
- Maintained a clean and organized front desk area
- Assisted guests with reservations, check-ins, and check-outs
- Supervised lobby activities to promote security and well-being.
- Scheduled appointments, meetings, and events.
- Promoted premium hotel offerings and packages to guests.
- Operated the hotel switchboard and other communication equipment.
- Greeted and welcomed guests in a friendly, professional
- Inspected all guest rooms to ensure they meet the hotel's quality standards.
- Responded to guest inquiries and requests in a timely, courteous manner.
- Notified supervisor of damages or safety concerns for quick resolution.
- Trained and supervised new bar staff on menu items, customer service, and safety protocols.
- Improved the bar's efficiency by streamlining the ordering and delivery process.
- Ensured guests' and staff's safety by adhering to all safety protocols and regulations.
Education
Senior Certificate -
Newgate College
South Africa01.2006
Diploma In Law -
University of South Africa
PRETORIA04.2023
Bachelor of Arts - Forensic Science And Technology
University of South Africa
South Africa12-2026
Certification - Teaching English As A Foreign Language Course
TEFL Professional Institute
Online08.2023
Health And Safety Occupational Health Certificate -
EduCourse E-Learning Platform
South Africa02.2025
Introduction To Receptionist Certificate -
EduCourse E-Learning Platform
South Africa02.2025
Office Administration Certificate -
EduCourse E-Learning Platform
South Africa02.2025
General Cleaner Course Certificate -
EduCourse E-Learning Platform
South Africa02.2025
Data Entry Course Certificate -
EduCourse E-Learning Platform
South Africa02.2025
Call Centre Agent Certificate -
EduCourse E-Learning Platform
South Africa02.2025
Virtual Assistant Training Certificate -
EduCourse E-Learning Platform
South Africa02.2025
Digital Marketing Certificate -
EduCourse E-Learning Platform
South Africa12.2024
15 Standard Of Care Certificate -
Nova Care
United Kingdom, UNITED KINGDOM05.2024
Customer Service Certificate -
EduCourse E-learning Platform
South Africa2024
Diploma in caregiving -
Alison
PRETORIA02.2023
Skills
- Computer Skills
- Ability to Work Under Pressure
- Ability to Work in a Team
- Communication Skills
- Decision Making Skills
- Leadership
- Problem Solving
- Cooking Skills
- Logistics Operations
- Stock Control
- Event Management
- Coordination Skills
- Housekeeping Skills
- Hard Work and Dedication
- Positive attitude
- Customer service
- Valid Driver's license
- Teamwork and collaboration
- Attention to detail
- Time management
- Dependable and reliable
- Customer relation management system
- Problem-solving
- Time management skills
- Clean driving record
- SAP system
- GPS and route planning
- Route management
- Laundry and housekeeping coordination
- Housekeeping services management
Languages
English
Timeline
Front Desk Agent
Nishitetsu Hotel Co.
03.2025 - Current
Delivery Driver
Pic up
07.2024 - 01.2025
Sales Executive
Barloworld Equipment
08.2022 - 06.2024
Assistant Housekeeping Manager
Sheraton Hotel
10.2020 - 06.2022
Customer Service Manager
Electronic Toll Collection
04.2010 - 09.2020
Front Desk Manager
Saint George Hotel
07.2007 - 03.2010
Diploma In Law -
University of South Africa
Certification - Teaching English As A Foreign Language Course
TEFL Professional Institute
Health And Safety Occupational Health Certificate -
EduCourse E-Learning Platform
Introduction To Receptionist Certificate -
EduCourse E-Learning Platform
Office Administration Certificate -
EduCourse E-Learning Platform
General Cleaner Course Certificate -
EduCourse E-Learning Platform
Data Entry Course Certificate -
EduCourse E-Learning Platform
Call Centre Agent Certificate -
EduCourse E-Learning Platform
Virtual Assistant Training Certificate -
EduCourse E-Learning Platform
Digital Marketing Certificate -
EduCourse E-Learning Platform
15 Standard Of Care Certificate -
Nova Care
Customer Service Certificate -
EduCourse E-learning Platform
Diploma in caregiving -
Alison
Senior Certificate -
Newgate College
Bachelor of Arts - Forensic Science And Technology
University of South Africa