Ethel Saungweme
Dubai,UAE
Summary
Dedicated hospitality professional with extensive expertise in customer service and front office operations. Proficient in reservation coordination, guest relations, and handling check-in and check-out processes. Skilled in interactive communication, telephone etiquette, and working with interdepartmental teams to ensure seamless operations. Adept at adapting to diverse cultures and maintaining discretion with sensitive information. Career goal: to leverage hospitality service expertise to enhance guest experiences in a dynamic hotel environment.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
Work history
Guest Service Agent
Waldorf Astoria D.I.F.C
Dubai
2025.11 - 2026.04
- Ensured smooth check-ins and check-outs for superior convenience.
- Processed payments promptly, ensuring accurate billing.
- Handled emergency situations calmly and efficiently, prioritising safety of guests.
- Handled telephone calls professionally, directing them appropriately within the hotel.
- Coordinated with housekeeping staff for efficient room preparation.
- Resolved customer complaints with professionalism and patience.
- Utilised knowledge of hotel facilities and services to assist guests accordingly.
- Liaised with hotel departments to meet guest needs efficiently.
- Improved overall guest satisfaction with attention to detail in all tasks.
- Contributed to team efforts in maintaining high standards of cleanliness throughout the hotel premises.
- Maintained a clean and welcoming reception area, projecting an inviting atmosphere.
Hostess
Okku
Dubai
2025.03 - 2025.10
- Welcome guests to the venue
- Provide accurate wait times and manage the waiting list
- Handle reservations efficiently
- Escort guests to their assigned dining or bar areas
- Present menus and introduce the server by name
- Greet and thank guests upon their departure
Hostess
Caro Steakhouse Frenzy
Dubai
2023.12 - 2025.03
- Welcome guests to the venue
- Provide accurate wait times and manage the waiting list
- Handle reservations efficiently
- Escort guests to their assigned dining or bar areas
- Present menus and introduce the server by name
- Greet and thank guests upon their departure
Hostess
Waldorf Astoria D.I.F.C
Dubai
2019.09 - 2023.12
- Welcome guests to the venue
- Provide accurate wait times and manage the waiting list
- Handle reservations efficiently
- Escort guests to their assigned dining or bar areas
- Present menus and introduce the server by name
- Greet and thank guests upon their departure
Waitress
The Nesbitt Castle
Bulawayo
2018.07 - 2019.06
- Coordinated with staff to ensure smooth service.
- Handled bar closing, cleaning, and restocking.
- Created a welcoming guest atmosphere.
- Suggested menu items and upsold specials.
- Cleared and reset tables efficiently.
- Served multiple tables and processed orders quickly
Waitress
Holiday Inn
Johannesburg
2017.01 - 2018.01
- Greeted and seated guests.
- Updated menus to reflect availability.
- Recommended dishes to enhance experience.
- Took accurate orders via POS.
- Ensured food quality and cleanliness.
- Boosted sales by 10% through upselling.
Education
Diploma - Travel Tourism and Hospitality Management
Trust Academy Institution
Bulawayo, Zimbabwe 2018.01 - 2019.02
A-Levels - Arts
Foundation Technical College
Bulawayo, Zimbabwe 2015.02 - 2017.02
O-Level - Commercials
Foundation Technical College
Bulawayo, Zimbabwe 2013.01 - 2014.01
Skills
- Customer Service
- Hospitality Service Expertise
- Reservation Coordination
- Interactive Communication Skills
- Table Setting
- Guest relations
- Check-in and -out processes
- Telephone etiquette
- Working with interdepartmental teams
- Handling cash transactions
- Adapting to diverse cultures
- Familiarity with hotel amenities
- Discretion with sensitive information
- Front office operations mastery
- Room allocation knowledge
- Hotel software proficiency
- Key card system operation
- Knowledge of safety procedures
Language
English - Fluent
Zulu - Fluent
Shona - Fluent
Timeline
Guest Service Agent
Waldorf Astoria D.I.F.C
2025.11 - 2026.04
Hostess
Okku
2025.03 - 2025.10
Hostess
Caro Steakhouse Frenzy
2023.12 - 2025.03
Hostess
Waldorf Astoria D.I.F.C
2019.09 - 2023.12
Waitress
The Nesbitt Castle
2018.07 - 2019.06
Diploma - Travel Tourism and Hospitality Management
Trust Academy Institution
2018.01 - 2019.02
Waitress
Holiday Inn
2017.01 - 2018.01
A-Levels - Arts
Foundation Technical College
2015.02 - 2017.02
O-Level - Commercials
Foundation Technical College
2013.01 - 2014.01