Thubae Gwen
@thubaegwen
Hospitality Management Graduate with extensive customer service experience.
What I'm looking for
I am a Hospitality Management Graduate with over 5 years of experience in delivering high-quality customer service across various industries. My journey has equipped me with a strong skill set in troubleshooting technical issues and resolving complaints promptly, particularly in high-pressure environments such as cruise lines and hospitality.
Currently, I serve as a 2nd Purser Administrator at Viking Ocean Cruises Ltd, where I efficiently manage vessel clearance and coordinate medical disembarkations, ensuring compliance with safety regulations. My previous roles have honed my ability to enhance guest experiences and maintain high satisfaction levels, showcasing my commitment to excellence in service delivery.
Throughout my career, I have demonstrated flexibility and dedication by taking on additional responsibilities and actively participating in training programs to enhance my operational knowledge. I am passionate about fostering positive relationships with guests and colleagues alike, and I continuously seek opportunities to improve service quality and operational efficiency.
Experience
Work history, roles, and key accomplishments
2nd Purser Administrator
Viking Ocean Cruises Ltd
Nov 2023 - Present (1 year 7 months)
Processed legal documents with port authorities efficiently, ensuring smooth operations. Managed vessel clearance, communicating effectively with port agents, Chief Purser, and HR for crew and passenger processing. Coordinated medical disembarkations in collaboration with medical, HR, and Chief Purser teams.
Guest Service Agent
Viking Ocean Cruises Ltd
Dec 2022 - Nov 2023 (11 months)
Enhanced guest arrival experiences through efficient greeting and check-in. Elevated guest satisfaction by promptly addressing inquiries. Minimized financial discrepancies through accurate transaction handling.
Restaurant Host
Viking Ocean Cruises Ltd
Aug 2022 - Dec 2022 (4 months)
Fostered positive relationships with FOH team members and guests to enhance overall satisfaction. Managed menus effectively, ensuring their efficient distribution, collection, and organization. Accurately recorded reservation data into the restaurant management system.
Assistant Server
Viking Ocean Cruises Ltd
Nov 2021 - Aug 2022 (9 months)
Utilized industry-specific terminology to effectively liaise with front-of-house and back-of-house teams. Ensured compliance with health regulations by rigorously cleaning and sanitizing hands and surfaces. Enhanced guest experience by promoting high-margin items and add-ons to increase sales.
Product Support Assistant
Takealot.com
Oct 2020 - Nov 2021 (1 year 1 month)
Managed comprehensive training and development programs for staff to enhance product support efficiency. Executed manual processing of all product returns, including coordination with suppliers for assessment. Engaged directly with customers, suppliers, and repair centers to communicate progress and status updates on logged returns.
Events Coordinator
AC Hotel Marriot
Sep 2019 - Sep 2020 (1 year)
Ensured event facilities met customer specifications through thorough inspections. Assisted efficiently in the setup and cleanup of event equipment. Cultivated strong guest relationships to enhance satisfaction and event experience.
Server Supervisor
Del Mar Fabio Trabocchi Restaurant
Jun 2018 - Jun 2019 (1 year)
Efficiently recorded and communicated food orders to kitchen staff, ensuring prompt service and accurate delivery. Overseen beverage and food purchasing, ensuring optimal inventory control and cost management. Managed end-of-shift closing duties, including restocking and cash reconciliation.
Retail Store Trainee Manager
Checkers/ Shoprite
Apr 2017 - May 2018 (1 year 1 month)
Maintained extensive product knowledge to effectively provide solutions and address inquiries. Coordinated sales promotions, collaborating with other department managers. Scheduled staff work and assigned specific duties to ensure operational efficiency.
Intern, Food and Beverage Department
Liz McGrath Collection Marine Hotel Hermanus
Sep 2016 - Feb 2017 (5 months)
Collaborated with management to prioritize business needs and assist with profitability reports for the Food and Beverage department.
Intern, Food and Beverage
One and Only Hotel Cape
Nov 2014 - May 2015 (6 months)
Completed a comprehensive rotational internship across key hospitality departments, including Kitchen, Food & Beverage, and Rooms Division, gaining a well-rounded industry perspective. Identified opportunities to enhance quality and environmental safety while reducing costs.
Education
Degrees, certifications, and relevant coursework
Cape Peninsula University of Technology
Advanced Diploma in Management, Management
Specialized in Strategic Business Management, Financial Management, Investment Analysis, Business Processes, and Research Methodology Management.
IHT Hotel school
Diploma in Hospitality, Hospitality
Grade: Best intern
Activities and societies: Student Orientation Staff, Treasure of the Student Body Committee, Planning Charity Events
Relevant Coursework: Business Management, Financial Management. Awards & Honors: Best intern. Extracurricular Activities: Student Orientation Staff, Treasure of the Student Body Committee, Planning Charity Events.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
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