1. CURRICULUM VITAE
Mulele Sikaneta
Front Office Receptionist
PERSONAL DETAILS
Date of Birth: : 7th June 1982
Nationality: : Zambian
Sex : Male
Marital Status : Married
NRC No : 210758/71/1
Cell : +260 978 600 078
E-mail : mulele07@gmail.com
76 Luapula Road, New Kamwala, Lusaka
PERSONAL SUMMARY
The start of my Hotel career began when I worked at the Intercontinental hotel Lusaka as a
casual worker for 6 month and thereafter permanently employed as a born fid employee as a
laundry man. Later on I enrolled at Hotel and Tourism Training College and graduated in Front
Office Operations and immediately began working at Protea Hotel, Lusaka where I worked in the
front office department as a receptionist. As per my job description as a receptionist I had the
following mandatory responsibilities: Cashiering, Taking reservations, Operating the switch
board and Guest relations.
I thrive and enjoy working in the Hotel Industry and would therefore like to reach the pinnacle of
excellence in my Hotel Career and contribute positively to the success of the industry as a Guest
Liaison/Guest Relations Manager.
WORK EXPERIENCE
LUSAKA
FRONT OFFICE RECEPTIONIST 1st September, 2011 – 5th May, 2014
Receiving, welcoming and attending to our highly esteemed Guests/Clients. Also handling all cas
hier related enquiries from Guests/Clients either in person, by phone, e-mail or written correspo
ndence. Correctly receiving and receipting of payments either by cash, cheque and electronic
point of sale machines.
Duties
Receptionist
 Welcoming Guests to the hotel in a polite, friendly and helpful manner
 Attach necessary correspondence to reg cards. Follow up on outstanding correspondence.
 Action any outstanding wake-up call requests.
 Prepare for check-ins and check out.(always remember to collect hotel keys)
 Complete a pit check – original correspondence to be filled by arrival date.
 Read the Reception handover book noting any points requiring action.
 Check the day arrivals, departure and occupancy.
 Record and action any maintenance request
 Ensure reception desk and surrounding area is neat and tidy at all times.

2. Cashiering
 Correctly receiving and receipting of payments in both local and foreign currency either
by cash, cheque, visa, master card and or American express.
 Post any room charges dockets from lunch, bar, laundry, phone bills and balance with
relevant transaction report.
 Handling Float ( Counting and singing for it)
 Correctly balancing and updating of the revenue report at the end of the late shift.
 Cashing-up from Opera and cashing in at the end of every shift to the manager on duty.
Switchboard Operator
 Professionally operating the switchboard by answering according to the hotel standards
for both inside and outside calls and correctly transferring calls to all departments of the
hotel as a switchboard operator
Reservations
 Making sure that reservations are taken properly and that any offers are communicated
at the time of reservation for either accommodation, conferencing by e-mail or telephone,
fax and walk in’s.
Guest Relations
 Constantly relating to Guests and portraying a highly professional image of the hotel and
paying particular attention by actively listening to Guest needs and satisfaction.
 Respond to escalated complaints with the view to retain business
 Oversee the arrival and departure of important Guests and corporate Guest and insure
correct rooms allocated to them.
 Coordinating work activities with various departments to ensure a memorable Guest
experience
 Arranging for brief tours of the hotel rooms and facilities
 Keeping up to date on all hotel products, services, pricing and promotional offer.
 Managing group bookings for accommodation, conferencing and restaurant.
 Check for VIP’s special requests and inform the necessary departments.
 Being an information hub/information center to the Guest.
 Respond to Guest needs and anticipate the ones that have not been stated
 Ensure welcome letters, flowers and or Champaign are correctly placed in the VIP/Guest
rooms.
 Coordinate efforts with bellboys to insure that Guests’ luggage is delivered to their rooms.
 Assist walk-in Guests through the booking procedure and ensure that their needs are met.
 Guests through the booking procedure and ensure that their needs are met.
LAUNDRY DEPARTMENT June 2002 – December 31st 2005
Duties
 Valet services
 Correctly, professionally and on time delivering of Guest laundry to the Guest
rooms as requested by the Guest.
 Order taking
 Immediately a call is received from the Guest requesting laundry service I record
the time and the service requested in the order book, at least within 5 minutes i
must attend to the Guest/ collecting the laundry

3.  Machine Operator : operating all laundry machinery e.g.
 Industrial washing machine  Industrial stem drying machines
 Industrial linen roller machine  Dry cleaning Machines
 Hydraulic and stem pressing
machines for suites (jacket and
trouser)
 Shirt pressing and folding
machine
 Laundry chemical : correctly application of laundry Chemicals e.g.
 Bleach/whitener/Brightener  Stain remover  Starch
 Paint remover  Rust remover  Ink remover
 Souter : separating in house laundry Soiled and Stained before washing e.g.
Housekeeping and Restaurant linen
Bilika industries South Africa (2006-2007) Giyani (Limpopo Province)
Duties  Sales and marketing  Driving (Deliveries)
KEY SKILLS AND COMPETENCES
 Excellent communication skills to build relations with Guest Face to Face.
 Ability to organize and prioritize a busy diary.
 Able to work shifts in key trading periods, weekdays, weekends and public holidays.
 Handling of guest inquiries
 Professional checking-in and checking-out of VIP Guests.
 Updating and settling of Guest accounts.
 Switchboard operations
 Able to settle Guest complaints with tack and diplomacy.
 Able to settle any difficult situations without creating an offence.
 Ability to do work in any position of responsibility with minimum supervision.
 Computer literate, able to use Microsoft Word, Excel and Company support systems
e.g. able to operate Opera.
Achievements
Protea Hotel Lusaka
 2014 Labor Day celebrations: Recognized by management for receiving the most
feedback from Guests on employees who were exceptional in their duties and made
the Guests to enjoy their stay at the hotel.
Intercontinental Hotel Lusaka
 2004 December voted as the most friendliest employer
PROFESSIONAL AND ACADEMIC QUALIFICATIONS
Hotel and Tourism Training College 2010 January – December
 Certificate in Front Office operations
Monze Boys Boarding High School 1999 - 2001
 Grade Twelve (12) Certificate GCE
ADDITIONAL INFORMATION: Valid SADC driver’s License: Class C
REFERENCES
Mrs. Thandiwe Chiluba
Front Office Duty Manager
Protea` Hotel, Lusaka
Phone: +260 211 254 664
Cell: +260 976 402 654
E-mail: dm@phlusaka.co.zm
Mr. Noah Mutentaziko Lungu
Laundry Manager
Intercontinental Hotel Lusaka
Phone: +260 211 250000
Zambia
Mrs. Charity Mwansa
Front Office Manager/Lecturer
Hotel and Tourism College
Lusaka
Phone: +260 211 239637
Cell: +260 977 801 225