Open to opportunities

Puseletso,Rudolph Moganetsi

@puseletsorudolphmoga

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Front Office Duty Manager and Reservations Specialist improving guest satisfaction through data-driven operations.

South Africa

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What I'm looking for

I’m looking for a hospitality role where I can lead front office operations, resolve guest issues quickly, and grow teams through training—while driving reservation up-selling and accurate, revenue-focused booking processes.

I’m a Front Office Duty Manager with a proven track record in customer service and team supervision at Palala Boutique Game Lodge & Spa. I drive operational efficiency and enhance guest satisfaction through effective employee development and training initiatives.

I oversee daily front desk operations to ensure efficiency, resolve guest requests and complaints promptly, and manage VIP arrivals with room blocking and inspection. I supervise front office personnel, assign duties, and manage staff schedules while evaluating performance and ensuring grooming standards and lobby cleanliness.

On the reservations side, I convert inquiries into confirmed bookings, handle group bookings, and drive up-selling performance to achieve set revenue targets. I maintain quality control and data accuracy through checking expected arrivals and reconfirming bookings, while safeguarding against double-bookings and other inaccuracies.

Across my guest services experience, I’ve built a strong foundation in welcoming guests, resolving issues professionally, operating switchboard support, processing payments, and maintaining accurate guest records. I’m a very analytical person and a problem-solver who uses independent decision-making and sound judgment to support company success.

Experience

Work history, roles, and key accomplishments

Current

Front Desk Duty Manager

Current

Palala Boutique Game Lodge & Spa

Nov 2020 - Present (5 years 9 months)

Oversee daily front desk operations, ensuring guest requests and complaints are handled promptly. Supervise and develop front office staff while managing VIP arrivals, room inventory, and security/compliance processes.

Front Desk Operations Customer Service Complaint Handling Team Supervision Staff Scheduling Training and Development Performance Evaluation Lobby Standards Compliance Cash Handling Revenue Optimization Guest Incident Documentation Room Blocking Relationship Building

Reservation Specialist

Anantara Dubai The Palm Resort

Mar 2018 - Mar 2020 (2 years)

Manage reservations from inquiry through confirmed booking, including group bookings and follow-ups. Drive upselling and ensure booking accuracy, response-time adherence, and compliance with cancellation/no-show policies.

Reservations Upselling Rates Packages and Groups Knowledge Response Times Reporting And Follow Ups Expected Arrival Check Double Booking Prevention Cancellation and Credit Policies Pre Payment Policy Knowledge Payment Method Verification Tour Operator Travel Agency Services

Guest Service Agent

Hilton Garden Inn Dubai Mall of the Emirates

Mar 2016 - Feb 2018 (1 year 11 months)

Provide front desk and guest services support, including check-in/out, switchboard handling, and resolving guest issues professionally. Process payments, maintain accurate guest records, support housekeeping/maintenance coordination, and upsell hotel amenities.

Guest Check in Check out Switchboards Payment Processing Maintenance Coordination Hotel Amenities and Local Information Upselling Guest Service Anticipating Guest Needs

Guest Service Agent

Novotel & Ibis Abu Dhabi Gate Hotels

Feb 2014 - Feb 2016 (2 years)

Deliver guest service and front desk support, including welcoming guests, handling inquiries and complaints, and assisting with operational coordination. Support upselling of services and ensure guest satisfaction throughout each stay.

Guest Check in Check out Payment Processing Front Desk Operations Amenities and Local Attractions Information Upselling Guest Service