THUSO MOTHO

Botswana Tourism Organisation – Tourism Information Officer

I am currently working at Botswana Tourism, based in Kasane Office as a Tourism Information Officer. My duties includes:

· Tourist Information Dissemination

· Attending and responding to all queries through email, telephone, by fax and over the counter.

· Data collection and establishment of trends

· Market Intelligence: Collection, Capturing and analysis of the customer satisfaction from the accommodation facilities.

· Participation at local events ( such as District shows etc) and provision of promotional materials and Information

· Maintain guest register in the office

· Maintain database on accommodation facilities and operations in the region

· Availing and dissemination of the Industrial Promotional materials

· Collecting and compiling tourist boarder statistics

I was acting as a Tourism Information Officer based in Selebi – Phikwe Office within Botswana Tourism Organisation. My duties were:

· Tourist Information Dissemination

· Attending and Responding to all queries through email, telephone, by fax and over the counter

· Data Collection and establishment of trends

· Market Intelligence: Collection, Capturing and analysis of the customer satisfaction from the accommodation facilities.

· Participation at local events ( such as District shows etc) and provision of promotional materials and Information

· Maintain guest register in the office

· Maintain database on accommodation facilities and operations in the region

· Availing and dissemination of the Industrial Promotional materials

Collecting and compiling tourist boarder statistics at Martins Drift

I was working as a Front Office Secretary based in Selebi – Phikwe Office within Botswana Tourism Organisation. My Duties were:

· Answering telephone and re – directing them to the right staff member, photocopy and faxing office enquires

· Receiving, sending and sorting office mail

· Efficient document management and record keeping through correct filling, labelling and classifying all.

· Receiving and sorting stationery, maintain order in the storeroom

· Order and avail required stationery and consumables as per re-order levels

· Ensuring that visitors get the assistance they need by providing them with the correct up-to date information.

· Arranging accommodation reservations for Staff

· Supervision of the Office cleaners, Office Security as per their service and contract agreement

· Supervision of the Driver and usage of the Office Vehicle

· Ensure Safety of Office assets and property of the Organisation

· Dissemination of accurate Tourist Information

· Petty cash maintenance

I was working within Botswana Tourism Organisation as a Tourism Information Officer – Intern, based in Kasane Office. My duties were:

· Tourist Information Dissemination

· Attending and Responding to all queries through email, telephone, by fax and over the counter

· Maintenance of register for arrivals and departures for both locals and international visitors

· Market Intelligence: Collection, Capturing and analysis of the customer satisfaction

· Participation at local events ( such as District shows etc) and provision of promotional materials and Information

I was employed within Cresta Mowana Resort & Spa a Reservationist, my duties were:

· Attending and responding to enquiries from both locals and international tourist via email, telephone, fax and direct at the office

· Making reservation for the individuals, groups, conference, itineraries, quotations and ensure all of the reservations are responded and confirmed well on time.

· Ensure the standards of service and customer care set by the Hotel are maintained at all times and the staff requests/complaints are dealt with effectively

· Making follow Ups of payments for all the accommodation bookings

· Use the Medallion system to make all the bookings

· Release the cancelled bookings and attend to all guests queries and solve them in a high polite standard

· Liase with the Accounts Department for all received payments and ensures that payments received have been released into the Company account.

· Filing and making reservations reports

I was employed within Cresta Mowana Safari Lodge in Kasane for a period of three months as an Intern. I was working in all the department and duties were:

FRONT OFFICE DEPARTMENT

· Welcome guests as they arrive at the Hotel

· Handling Checking in and out

· Issuing keys, providing clear directions of the hotel to guests, taking reservations by telephone, over the counter and email

· Preparing bills and dealing with the payment over the counter, Taking payments from customers either by cards, and exchange foreign currency

· Provide guests with information, respond to their queries and solve the complaints

· Keep accurate information/records of guests arrived in the hotel and both check out guests

· Provide guests additional services for the conveniences of guests

· Operate the hotel switchboard

· Directing incoming calls and helping guests to make external calls

RESEVATIONS DEPARTMENT

· Answering emails and telephone enquiries

· Making accommodation bookings

· Assist with the planning and booking reservations for accommodations and conferences

· Maintaining the filling system within the department

· Ensure daily arrival checks are completed

· Ensure the standards of service and customer care set by the Hotel are maintained at all times and the staff requests/ complaints are dealt with effectively

GUEST RELATIONS DEPARTMENT

· Meet and greet hotel guests

· Escorting guests to rooms, preparing and distributing welcome amenities and arranging reservations

· Ensure a pleasant and satisfying stay at hotel for guests

· Escort VIP’S to their rooms and check them in before their arrival

RESTAURANT DEPARTMENT

· Take food orders and beverages on order slips and enter them into the computers for transmittal to the kitchen staff

· Arrange tables or dinning areas, including setting up items such as linen etc

· Prepare customer bills or payments

· Collect payment from customers either by cash or card

· Serve food and beverages to clients and prepare or serve specialty dishes at the tables required

· Present menus to clients and take orders

· Clean tables and counters after clients have finished dining, remove/clear dishes, glasses from tables or counters back to the kitchen

· Communicate with customers to resolve complaints or ensure satisfaction

HOUSEKEEPING DEPARTMENT

· Clean corridors, lobbies, stairways, elevators and lounges as well as guest rooms

· Distribute linen, towels and room supplies using wheeled carts or bay hand

· Ensure all the public areas and functional areas are kept clean at all times

· Responsible for the entire hotels linen

· Send dirty linen for washing and Ironing

· Stacking sheets, pillowcases, towels, tablecloths, napkins in different stacks

· Clean rooms, change guestroom and bathroom linen

· Make guest room beds

· Collect guest laundry

· Replenish guest supplies

· Servicing of rooms in the evening ( turndown service) and also provide second service

· Hand over lost and found articles if any found in the room

KITCHEN DEPARTMENT

· Set up the kitchen with cooking utensils and equipment e.g knives, pans and kitchen scales

· Gather all necessary ingredients

· Cook food in a timely manner

· Ensure safety and sanitation practices in the kitchen

· Monitor food stock and place orders

· Ensure compliance with all health and safety regulations within the kitchen area