VUSANI KHUMALO
Falkirk,Scotland
Summary
Motivated Manager with excellent customer service acumen and broad experience across customer service and operations roles. Highly adaptable and self-motivated leader with proven ability to manage diverse stakeholders. Offers strong analysis and innovation to identify solutions to challenging problems. Collaborative team player with excellent interpersonal, communication and conflict resolution skills.
Overview
14
14
years of professional experience
5
5
years of post-secondary education
Work History
MANAGER & EVENTS COORDINATOR
THE TROYEVILLE HOTEL
JOHANNESBURG, SOUTH AFRICA
09.2021 - 03.2024
- Leveraged market and competitor data to identify market opportunities and gaps.
- Applied expertise in team leadership to address productivity and performance issues, motivating staff to achieve KPIs.
- Received and processed stock using inventory management system.
- Applied critical thinking to analyse problems, evaluate solutions and select best decisions.
- Maximised media coverage through tactical planning and communications.
- Created flyers, banners and brochures for promotions of marketing events.
- Evaluated campaign performance to optimise return on investment.
- Oversaw on-site event operations, managing staff and volunteers to deliver exceptional guest experiences.
- Consulted with clients to gather information and discuss event vision.
- Coordinated event staff workflow and delegated tasks to maintain seamless flow of events.
- Managed large-scale events from initial planning to successful completion.
- Welcomed guests into venues, showing them to tables and providing menus.
- Facilitated smooth running of events averaging 100 guests.
- Worked with day-of event staff to minimise delays and disruptions using critical thinking skills to solve unexpected issues.
- Advised customers on various catering and drinks package options.
- Drafted client quotes detailing service fees and pricing structures for event requirements.
- Explained event packages, options and prices clearly to customers.
- Promoted upcoming events to drive awareness, increase attendance and support client success.
- Hired temporary event staff based on budgets, event size and specialised skills required.
- Provided audio-visual equipment to suit exact conference and seminar requirements.
- Worked with marketing teams to promote event coordination services and build solid pipeline of prospective clients.
- Coordinated seamless event logistics, organising venue setup, scheduling and participant registration.
- Delivered exceptional customer service by proactively listening to concerns and answering questions.
Call Centre Agent & Team Leader
MarketSA
JOHANNESBURG, SOUTH AFRICA
Nov 2020 - Sep 2021
- Applied positive customer service approach to increase satisfaction levels.
- Built positive customer rapport through friendly, professional communication.
- Logged customer communications for complete service records.
- Used outstanding problem-solving and communication skills to appease dissatisfied customers.
- Managed and escalated complaints effectively, resulting in positive customer outcomes.
- Used in-depth product understanding to answer customer questions knowledgeably.
- Achieved daily performance targets, aiding department progression towards sales goals.
- Advised clients of products and services and sold additional offerings to increase sales numbers.
- Served customers to drive sales and deliver top-quality experiences.
- Displayed energy and enthusiasm in fast-paced environment.
- Forecasted sales trends to plan team resourcing.
- Coached team members through new or difficult workflows.
Cafe manager
Woolworth
JOHANNESBURG, SOUTH AFRICA
01.2012 - 09.2020
- Improved Front-of-House (FOH) staff productivity by elevating greeting and seating processes.
- Built loyal customer base by creating welcoming environment with top quality service.
- Grew restaurant profits through improved marketing and staff development initiatives.
- Analysed operations to improve restaurant efficiency and service levels.
- Clearly and promptly communicated pertinent information to staff, maintaining knowledgeable service teams.
- Led by example in providing customers with attentive, professional restaurant service.
- Protected brand image by ensuring interior restaurant presentation was exceptionally maintained.
- Strategically reviewed and planned restaurant staffing levels based on evolving service demands.
- Monitored and maintained stock levels for maximised efficiency and minimised waste.
- Monitored restaurant performance to identify and implement improvement initiatives.
- Completed accurate end-of-day financial routines for cash and card transactions.
- Maintained outstanding hygiene levels for optimised customer safety and continued regulatory compliance.
- Coordinated Front of House and Back of House staff ahead of events for smooth execution to maximise guest satisfaction.
- Encouraged feedback from restaurant customers, using insights to implement positive process changes.
- Interacted positively with customers, effectively promoting restaurant facilities and services.
- Quickly identified problem situations, skilfully resolving incidents to maintain satisfaction of involved parties.
- Planned staff rotas to meet customer demand whilst remaining under budget.
- Developed and managed cleaning rosters to guarantee cafe health and safety standards.
- Reconciled cash and credit card transactions to maintain accurate records.
- Created team building initiatives to encourage upselling and meet revenue targets.
- Recruited and trained high-performing team members to deliver faultless customer care.
- Coordinated optimal guest relations from initial contact through final check-out to boost satisfaction and brand loyalty.
- Achieved financial goals through rigorous restaurant budgeting and forecasting.
- Cleaned work areas and equipment to maintain faultless hygiene standards.
Head waiter
Woolworth
JOHANNESBURG, SOUTH AFRICA
06.2010 - 01.2012
- Assisted kitchen staff with food prep, dishwashing and plating food.
- Covered large parties and events, anticipating planning and staffing needs.
- Followed checklists for shift start and end to help with smooth transitions.
- Stayed up to date on menu changes to accurately answer customer queries.
- Prepared tables for guests and reset tables between customers.
- Advised on food and drink choices based on customer preferences.
- Followed food hygiene and safety procedures in line with requirements.
- Upsold sides and beverages to increase restaurant revenue.
- Inspected plated meals prior to table delivery, reducing errors and enforcing quality standards.
- Managed cash tips and reconciled tickets against till at end of shift.
- Informed and advised customers on menu options and allergy concerns, making specific recommendations based on dining preferences.
- Took accurate guest orders and relayed information to kitchen about preferences, requests, or allergens.
- Greeted customers, presented menus and shared information about available special items.
- Served food to guests at proper temperatures by bringing items to table immediately.
Education
BACHELOR OF LAWS - LAW
UNIVERSITY OF SOUTH AFRICA
SOUTH AFRICA 06.2012 - 09.2017
Diploma - Business Administration
Alison
United Kingdom 04.2024 -
Skills
- Team leadership and supervision
- Floorplan design
- Catering coordination
- Customer service-orientated
- Cross-functional teams leadership
- Logistical planning
- Team building
- Leadership
- Communication skills
- Payroll administration
- Problem-solving
- Customer-focused
Affiliations
- Reading and writing
- Travelling
Languages
English
Fluent
Xhosa
Upper intermediate
Accomplishments
1. Service Excellence Award
2. Mystery Dinner Award
References
References available upon request.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Diploma - Business Administration
Alison
04.2024 -
MANAGER & EVENTS COORDINATOR
THE TROYEVILLE HOTEL
09.2021 - 03.2024
Call Centre Agent & Team Leader
MarketSA
Nov 2020 - Sep 2021
BACHELOR OF LAWS - LAW
UNIVERSITY OF SOUTH AFRICA
06.2012 - 09.2017
Cafe manager
Woolworth
01.2012 - 09.2020
Head waiter
Woolworth
06.2010 - 01.2012
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