Gift Thekiso

Customer Support and Hospitality Specialist with over 12 years of hands-on experience in guest relations, reservations management, duty supervision, and multi-channel customer service. Track record of high-touch service recovery, resolving complex customer inquiries, managing OTA channels (Booking.com, Expedia, Agoda), and accurately processing payments and accounts. Currently expanding digital support capabilities with practical training in Zendesk, HubSpot CRM, and OPERA Cloud to transition smoothly into a high-performing remote customer experience role.

Reservations & Guest Support Specialist at City Lodge Hotels (2025-01 – Present)

• Deliver high-touch customer support via phone, email, and digital booking channels, resolving inquiries related to rates, terms, and services.
• Process complex reservations, itinerary modifications, cancellations, and special client requests with high accuracy.
• Manage email correspondence and customer follow-ups using structured communication protocols to ensure high satisfaction scores.
• Collaborate with cross-functional operations teams to ensure seamless guest service and quick issue resolution.
• Navigate and update records across major online travel platforms including Booking.com, Expedia, and Agoda.

Front Office Coordinator / Duty Manager at City Lodge Hotels (2022-01 – 2024-12)

• Supervised front-office support team, managing daily operations, staff onboarding, and service delivery standards.
• Handled escalated customer complaints, performing real-time problem-solving and service recovery to maintain brand loyalty.
• Managed billing and financial administration, loading invoices via Accpac/Sage and balancing creditor accounts.
• Created operational shift reports and maintained accurate records for senior management.

Receptionist & Guest Services Representative at City Lodge Hotels (2014-01 – 2022-12)

• Acted as the primary point of contact for incoming guest inquiries, reservations, check-ins, and support calls.
• Processed daily payment transactions, balanced cash/credit accounts, and resolved guest account queries.
• Handled high-volume email inboxes, answering inquiries with professional written correspondence.

Receptionist at Town Lodge Polokwane (2013-01 – 2013-12) - Training

Receptionist at Town Lodge Port Elizabeth (2013-01 – 2014-12) - Training

Diploma in Hospitality Management – Frontline Hospitality Training College

Grade 12 / Matric – Taxilla Secondary School