Michelle Rossouw
Rhodes
Summary
Throughout my professional career, I have acquired valuable experience in team collaboration, identifying and leveraging my strengths, and honing a diverse skill set, including effective client communication. I am adept at managing difficult and uncomfortable situations with ease, while maintaining a positive attitude under pressure. With nine years of experience in the beauty industry and five years in guest services, I have developed strong organizational skills and a keen attention to detail. My key strengths include punctuality, patience with guests and colleagues, reliability, and a strong determination to succeed. I am proactive in taking initiative when necessary, possess strong leadership abilities, and am diplomatic and tactful in my interactions. I take great pride in helping guests and clients feel confident and resolving any issues they may encounter. The challenges I have faced have been instrumental in providing the best possible guest service, and I have thoroughly enjoyed this positive journey.
Overview
14
14
years of professional experience
Work History
Guest Relations Agent
Mitsis Group
03.2024 - Current
- Enhanced guest satisfaction by promptly addressing concerns and resolving issues.
- Streamlined check-in and check-out processes for improved efficiency and guest experience.
- Established strong rapport with guests, fostering loyalty and repeat business.
- Liaised between housekeeping, maintenance, and front office teams to address any guest-related issues efficiently.
Celebrity Concierge
Celebrity Cruises
12.2019 - 04.2023
- Team leader of the Concierge Department
- Providing guests with exceptional Concierge customer service
- Events Liaison - planning, coordinating and executing of all onboard events, groups and weddings as well as planning of future events and weddings
- Celebrity Loyalty Program Hostess - Arranging of members only events and assisting of any queries regarding guests' membership
- Guest Relations Officer - Capturing guests' general experience and sharing information to relevant departments
- Processing of payments and closing of guests' accounts
- Liaise with other departments to solve guest problems
- Assisting with refurbish projects for 4 of our ships in the fleet (Management of - and attending of contractors' queries)
Office Administrator
Haute Grandeur Global Hotel Awards
07.2019 - 11.2019
- General assistance to the PR executive
- Placing, scheduling and transferring calls
- Implementing systems and placing shipping items together for international couriering to clients
- Confirming and capturing of potential client data
- Updating work sheets within Excel
Spa Concierge in Training, Hairstylist & Make up artist
Canyon Ranch Spa Club
12.2017 - 07.2019
- General assistance with filing of documents, processing of guests invoices, scheduling appointments and dealing with guests inquiries
- Other key responsibilities included presentation work to guests on various services and products that the spa has to offer, as well as ordering and managing of stock levels
- Hairdressing and make up services including advanced cutting according to the clients wishes and needs, as well as advanced coloring, heat styling and make up services
Senior Stylist and Make up artist
Kuif 53 Dorp
01.2011 - 11.2017
- General assistance - Filing of documents, assisting with client enquiries, scheduling appointments, front desk duties
- Meeting with service providers on a weekly basis to discuss new products that matches the salons needs
- Assisting the owner with general salon management tasks eg
- Overseeing the apprentices, filing of documents, answering of emails and doing quotes for weddings as well as ordering and managing of stock levels
- Hair and make up services - Advanced cutting, styling and coloring of hair
- Consulting and service provided for weddings and various other events
Education
British Butler Institute
03.2022
Getting Started as a New Leader
Celebrity Cruises
04.2022
Crisis Management and Human Behavior, Elementary First Aid, Crowd Management and Passenger Safety, Fire Prevention and Fire Fighting, Competency in Security Awareness
Maritime Safety Training and Development
11.2017
National Certificate in Haircare Level 4 -
Northlink College
11.2013
Skills
- Proficient in Protel, Fidelio and Triparound software
- Competent and Skilled in Microsoft Office
- Trained in Forbes Standards
- Fully trained in most online review platforms
Personal Information
- Nationality: South African
- Driving License: Car License
Timeline
Guest Relations Agent
Mitsis Group
03.2024 - Current
Celebrity Concierge
Celebrity Cruises
12.2019 - 04.2023
Office Administrator
Haute Grandeur Global Hotel Awards
07.2019 - 11.2019
Spa Concierge in Training, Hairstylist & Make up artist
Canyon Ranch Spa Club
12.2017 - 07.2019
Senior Stylist and Make up artist
Kuif 53 Dorp
01.2011 - 11.2017
Getting Started as a New Leader
Celebrity Cruises
Crisis Management and Human Behavior, Elementary First Aid, Crowd Management and Passenger Safety, Fire Prevention and Fire Fighting, Competency in Security Awareness
Maritime Safety Training and Development
British Butler Institute
National Certificate in Haircare Level 4 -
Northlink College
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