Tamzin Grove

Reservations

Talent

CenturionMember since October 15, 2026

Customer service

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Customer service

About

Dynamic and resourceful professional with a proven ability to work independently while effectively prioritizing and managing time. Exceptional organizational skills contribute to maintaining high levels of customer satisfaction, ensuring client needs are met with precision and care. As a Protagonist (ENFJ-T), a natural inclination towards leadership and collaboration drives a commitment to fostering positive relationships and achieving collective goals.

Passionate about creating impactful solutions that enhance both team performance and customer experiences.

Experience

Reservations & Marketing at Tau Game Lodge & Matla (2013-09 – Present)

General enquires (telephone/email/what's app) relating to possible/future reservations.
Handling quotations, pro-forma Invoices, proposals in order to materialize enquiries into confirmed reservations.
Entering individual and group reservations, both provisional and confirmed into the operating system.
Organizing conferences and wedding functions.
Amending group contracts as per the requirements of the group.
Follow up on advance and final payments, in order to guarantee/confirm bookings or release if necessary.
Booking transfers for guests (i.e. road or air).
Commission structures for agents.
Compiling information, relating to both group and Individual reservations, in order for the Lodge to understand the requirements of each guest as well as the relevant billing instructions.
Generate arrival and occupancy reports and match these with the reservation back-ups.
Task assignment and problem solving within the reservation department.
Prioritizing Tasks.
Representation for Tau Game Lodge, maintaining good relationships with guests, agents and tour operators.
Data capturing client information onto our operating system. Thus, allowing guests to grade the services they received, which is linked to Trip advisor.
E-mailing and sending out Tax invoices and statements to agents and corporate companies.
Setting up profile accounts for Tau Game Lodge (i.e., YouTube, Google plus, Instagram)
Arranging welcome gifts for VIP members.
Couriering left behind items to guests.
Arranging Cubz club back packs for children depending on the ages and genders.
Sending out Christmas gifts and cards to agents depending on the business they have brought each year.
Authorizing of bulk payments.
Developing content for Landing pages and e-mail blast.
Developing general promotions, tracking and tracing of promotions.
Building out presentations of each promotion.
Chalets 32 at Tau & 5 chalets at Matla.

Personal Assistant at RE/MAX Masters (2012-07 – 2017-02)

Handled customer queries.
Perform general office duties (e.g., filing, sending emails, faxing and copying).
Data capturing on Pro Prep II and excel.
Calendar management.
Advertising & Marketing (e.g., creating, printing of brochures and distribution).
Sitting at show houses when necessary.
Placing “on show” boards.
Drawing up of contracts (Mandates, Offer to Purchase).
Following up with banks for bond approvals and Attorneys for lodgment and registrations.
To maintain all records and forms as prescribed by Anthea Tanner.
Estate Agency

Front Office Administrator at The Syrene Boutique Hotel (2012-08 – 2013-08)

Handled customer queries and complaints.
Perform general office duties, Front Office, Reservations, Switchboard, Night Audit and Conferencing.
Prepare sales-related documents throughout the sales process (e.g., proposals and contracts).
Aimed to maximize room occupancy at all times, increasing sales revenue for the business, through consistent marketing and customer service, driving new and repeat business to the hotel.
Prepare reports and analysis as required. Analyzing sales reports and working hand in hand with the General Manager.
History and Forecast, Daily Occupancy Reports, three months Forecast Reports, run end of day, Competitor Rate Analysis and Profile Production Statistics.
Booking transfers and billing accordingly.
Updating company profile, rates and any changes on the website.
Check that both individual and group bookings for accommodation are done according to prescribed standards.
Coordinating functions, conferences and events in the evening.
Running the restaurant floor – making sure it runs efficiently for in-house and walk-in guests.
Making sure and preforming the group rooming list related tasks.
Calendar management.
Liaise with accounting in regards to billing, commissions, deposits and no-shows.
Supervision of implementation of policies and procedures.
Rev-Par calculations and Revenue Management.
Assist with coordination and planning of functions and conferences.
Room inspections.
Maintaining all listing sights.
Maintaining hotel records and forms as prescribed by established policies and procedures.
13 Rooms

Front Office Administrator at The Peech Hotel (2011-06 – 2012-06)

Customer queries and complaints.
Maintain order and ensure guest satisfaction.
Perform general office duties to support Front Office, Reservations, Switchboard, Night Audit and Conferencing.
Ensure all the shifts receive full handover accordingly.
Making sure that all the bookings are guaranteed prior to check in either by vouchers, pre-payments or credit cards.
Coordinating functions, conferences and events in the evening.
Complete check of new arrival rooms and ensure that it is guest ready.
Ensure that check in and check out is done in a professional manner.
Check that housekeeping is aware of any particular guest requirements.
Check maintenance book for outstanding issues and take action.
Making sure guests are enrolled to the hotel membership for loyalty.
Handle both rooms and conference reservations telephonically, via e-mail and online.
Making sure duplicate profiles are merged, charging NO SHOWS.
14 Rooms

Accounts at Southern Sun Montecasino (2010-07 – 2010-09)

Perform general office duties.
Compiling the night Audit Pack.
Assisting compilation of Management pack.
Accounts: - Debtors Clerk, Creditors Clerk, Revenue Controller.
Sales and Marketing (Advertising, Promoting), Guest Relations
Purchasing, Stores, Human Resources.
Overseeing, hiring and motivating staff members.
Stock Control - Purchasing of products, capturing of invoices, inventory control.
Rooms 194

VVIP Waiter at PROSERV (FIFA 2010) (2010-06 – 2010-07)

Adhere to five-star service standards and operating procedures in line with company policy.
Provide high quality service and maintain good relations to enhance customer satisfaction
Supervise the service team, to ensure smooth operations of the outlet and to make sure they perform their duties efficiently.
Ensure complete and thorough knowledge of all menu items, to be able to describe and recommend to customers when required.
Keep abreast with all the latest products and services that will be offered.
Accountable for processing all orders and monetary transactions for individuals.
Maintain the highest standards of hygiene and cleanliness and monitor regular quality checks for the outlet.
Report all customer feedback, to Assistant Restaurant Manager, to facilitate management in developing records of customer queries and comments to ensure maximum customer satisfaction.

Front Office Administrator at Michelangelo Hotel (2010-01 – 2010-04)

Responsible for processing all individual and group bookings daily and to ensure that the quotations and pro forma invoices are done on time, according to prescribed standards.
Perform general office duties to support Front Office, Reservations, Switchboard, Night Audit and Conferencing.
Following up on payment for all non-guaranteed bookings either prepayment, vouchers, credit cards or any letters of guarantee.
Liaising with travel agents, tour operators and corporate companies.
To achieve an optimum level of occupancy and average room rate, to best yield revenue and to ensure budgeted targets are met.
Checking (VIP's, regular guest etc.), group allocations, and to respond to guest requests on a daily basis.
Handle customer queries and complaints.
To liaise daily with Front office and Housekeeping to maximize guest satisfaction.
Coordinating with the Banqueting and Sales and Marketing Departments.
Ensure that the Front Office is given updated and correct correspondence prior to arrivals.
Charging advanced purchase bookings, cancelling fraudulent bookings.
Merging duplicate profiles.
Liaising with central reservations.
Site inspections.
Rooms 242

Kitchen at Misty Hills (2009-09 – 2009-09)

Receiving and distributing of stock.
Worked in hot preparation, a la carte, cold kitchen, banqueting and pastry.
Presentation of each dish.
Stock Take
Rooms 207

Kitchen at Indaba Hotel & Conference Centre (2009-07 – 2009-09)

Receiving and distributing of stock.
Stock Take.
Rooms 259

Food & Beverage at Indaba Hotel & Conference Centre (2009-02 – 2009-04)

Food and Beverage - Restaurants, Bars, Food and Beverage Control.
Food and Beverage Management & supervisory.
Stock Control - Issuing of stock
Stock Take
Service Skills (e.g. Up-selling)
Restaurant cashier.
Banqueting/ Conferencing - arranging all of the details for meetings, conventions, events and conferences such as the guest speakers, location, catering and schedules.
Rooms 259

Housekeeping at Indaba Hotel & Conference Centre (2009-01 – 2009-02)

Responsible for the duties entailed in the representative description, as well as for r, maintenance of rooms and all functions associated with room and reservations bookings.
Room inspection.
Set - up of any add-ons (e.g., Honeymoon, romantic)
Laundry – washing, drying, pressing and ironing.
Stock Take.
Rooms 259