Courage Chimwaradze
Dubai,United Arab Emirates
Summary
Friendly, proactive, customer-focused and adaptable, with strong communication and problem-solving skills honed through diverse customer service roles. Expertise in managing guest needs and resolving issues seamlessly, ensuring high levels of satisfaction. Committed to delivering excellent experiences, exceptional guest experiences through high-quality photography and retail engagement and driving positive outcomes.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
Work history
Senior Guest Service Agent
House of Hype- Hyperspace
Dubai, UAE
01.2025 - Current
- Delivering highest level of customer service at all customer touch points in the entertainment theme park.
- Warmly engage with guests, capture their best experiences, and promote photo packages and souvenir products.
- Assist in training and onboarding of junior staff as well as new staff.
- Lead, motivate, and promote sales targets, conversion goals, and excellent guest service.
- Ensure the retail area is clean, organized, well-stocked, and guest-ready at all times.
- Assisting with crowd management through effective communication and teamwork.
- Ensuring that PODs are assisted and easily explore the park without any difficulties.
- Use POS, cash handling, up-selling & cross selling products, monitoring inventory and supplies, ensuring timely restocking.
- Always making sure that safety and health protocols are adhered to in every experience and fostering teamwork when managing crowds.
- Coordinating with duty manager in running smooth operations daily and communicating effectively.
- Assist the manager with any office duties such as making roster, handling reports on attendance, sales and performance of staff.
- Monitor sales performance, report daily results, and identify opportunities for improvement.
- Maintain updated record of current sales, promotions, policies regarding payments and returns/and exchanges.
- Handle guest escalations professionally, ensuring prompt and satisfactory resolution.
Guest Service Agent
Aya Universe- Hyperspace
Dubai, UAE
12.2022 - 01.2025
- Assisted guests at reception and ensuring smooth and happy experience for all customers.
- Responded to over 50 guest inquiries and requests promptly, providing accurate information.
- Managed reservation and online booking systems to maintain up-to-date availability and facilitated efficient booking processes.
- Coordinated with housekeeping and maintenance teams to address guest needs and resolve issues effectively.
- Addressed customer inquiries and resolved complaints, enhancing overall guest satisfaction.
- Warmly engage with guests, capture their best experiences, and promote photo packages and souvenir products.
- Creating memorable experiences for guests by offering excellent guest services i.e positive interaction with guests, getting feedback, capturing photos and being available for guests at all the times.
- Assisted in implementing new customer service protocols, improving service delivery standards.
- Maintained knowledge of policies and procedures, ensuring compliance during daily operations.
- Managed lost and found property reports, aiding in quick recovery of items.
- Upheld high standards of professionalism when interacting with guests from diverse backgrounds and cultures.
- Worked closely with other team members for seamless coordination of tasks during peak hours.
- Ensured adherence to safety protocols whilst dealing with emergency situations.
- Performing all front desk duties, which include ticketing, receipting, and cash handling.
Airport Customer Service Agent
National Handling Services
Harare, Zimbabwe
10.2017 - 02.2019
- Delivering highest level of Customer Service at all customer touch points
- Constant liaison with Check-in, Boarding Gate and Lounge.
- Supervising and assisting service partners’ activities for smooth acceptance of passengers.
- Directing and guiding passengers to respective areas such as arrival halls, transfer zones, departure gate, Lounge, luggage area etc.
- Checking entry requirements for passengers
- Coordinating with Cargo, Fueling company, Baggage Make up Area, aircraft loading team, catering suppliers for smooth operations.
- Handling of company mail and online communication.
- Performing pre- and post-flight administration duties
- Handling baggage claims.
- Ensuring compliance with QR Safety and Security requirements as per company policy
- On Time Performance and professionalism at all times.
- Verified customer passports and documentation to travel.
- Increased efficiency with timely check-in of passengers and their luggage.
- Provided special assistance for elderly or differently-abled customers to enhance comfort during travels.
- Contributed to team targets by consistently delivering exceptional customer service under pressure situations.
Education
Bachelor's degree - Politics and Public Management
Midlands State University
Zimbabwe 02.2013 - 11.2016
Skills
- Dispute mediation
- Adaptability in fast-paced environments
- Disability assistance management
- Passport and visa checks
- Check-In operations
- Security checks adherence
Timeline
Senior Guest Service Agent
House of Hype- Hyperspace
01.2025 - Current
Guest Service Agent
Aya Universe- Hyperspace
12.2022 - 01.2025
Airport Customer Service Agent
National Handling Services
10.2017 - 02.2019
Bachelor's degree - Politics and Public Management
Midlands State University
02.2013 - 11.2016