Philile Malanda
Training and Development Practitioner
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About
Experienced hospitality, reservations, and training professional with over 18 years of experience in customer service, reservations management, resort operations, and staff development. Skilled in reservations systems, customer relations, online booking platforms, complaint resolution, training facilitation, and operational support. Proven ability to work in fast-paced environments while delivering exceptional customer service and maintaining operational excellence.
Experience
Training and Development Practitioner - Beekman Group Services
(2025-09)
- Facilitate systems and operational training across resorts and Head Office
- Deliver training in housekeeping, maintenance, and resort operations
- Develop and support learning initiatives for employees across the group
- Monitor training effectiveness and provide ongoing coaching and support
- Training manuals development
- Assisting with staff welfare and engagements
Reservations Support Consultant - Vacation Management Services
(2023-09 - 2025-09)
- Managed telephonic and written resort complaints and reservation queries
- Assisted with inbound and outbound booking queries across online platforms
- Provided support for financial and reservation-related matters
- Performed after-hours standby duties for national and international reservations
- Assisted Operations and Reservations Departments with booking resolutions
- Managed booking relocations and member timeshare banking requests
- Completed various administrative functions
Customer Experience Consultant - La Cote D'Azur (First Group)
(2022-10 - 2023-08)
- Managed reservations and sales enquiries
- Prepared monthly performance and target reports
- Assisted with reception operations
- Coordinated conference bookings and room allocations
- Liaised with external food and beverage suppliers for conference events
- Assisted with online platform reservations and guest service requirements
Multiskilled International Consultant - RCI (Resort Condominiums International) - Remote
(2019-08 - 2022-02)
- Handled international reservation requests via telephone and email
- Processed payments and maintained accurate records
- Performed administration and data capturing on internal systems
- Managed reservation relocations due to resort closures
- Processed cancellation requests and customer service enquiries
Reservations Support Consultant - Vacation Management Services
(2013-01 - 2019-06)
- Managed telephonic and written customer complaints
- Handled reservation and financial queries
- Assisted with inbound and outbound online booking platforms
- Performed after-hours support for national and international reservation enquiries
- Supported Central Reservations with booking administration
- Managed booking relocations and member timeshare banking
- Performed general administrative duties
Resort Supervisor - Vacation Management Services (Tahiti Sands)
(2010-09 - 2012-12)
- Supervised front office operations
- Unit allocations from clubs
- Managed reservations and guest services
- Led housekeeping, security, and maintenance teams
- Controlled petty cash and resort assets
- Conducted stock control and stocktaking
- Processed insurance claims
- Managed health and safety compliance
- Handled guest complaints and service recovery
Reservations Support Consultant - Vacation Management Services
(2008-01 - 2010-08)
- Assisted members with inbound and outbound reservation enquiries
- Sourced resort availability and managed reservation calendars
- Processed member timeshare banking requests
- Managed levy processing to resorts
- Performed general administrative duties
Reservationist / Receptionist - St Michaels Sands Hotel and Timeshare Resort
(2006-02 - 2008-01)
- Managed inbound and outbound reservation calls
- Coordinated conference bookings and timeshare allocations
- Completed daily cash-ups and reconciliations for reception and restaurant operations
- Performed general administrative duties
- Delivered excellent customer service to guests and members
Education
Marketing Studies - Marketing - Institute of Marketing Management (IMM)
Senior Certificate - Evangel Christian School (2002)
