Thembekile Tshuma
Johannesburg
Summary
I am a hospitality professional with extensive experience in fine dining, guest service, and staff training. Over the years, I have developed strong skills in customer care, team collaboration, wine knowledge, and restaurant operations. My background includes certifications in Hospitality Management, Customer Service, and Hotel Operations, where I gained expertise in communication, complaint handling, and working in fast-paced environments. After finishing my WSET Level 2 Award in Wines,which enhanced my wine and beverage knowledge to deliver exceptional dining and guest experiences. I am currently doing a cross training to become a sommelier within my department in front of house operations, which includes customs declaration, inventory management, customs declaration, crunch time, wine tastings. I am passionate about raising service standards, developing teams, and creating memorable guest experiences both in person and remotely. I am also a
wine professional with commitment to high standards and achieving results. Extensive background in wine selection, inventory management, and enhancing dining experiences. Known for team collaboration and flexibility in dynamic environments, with focus on customer satisfaction and wine expertise.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Waiter
TUI Cruises
Germany
05.2025 - Current
- Supervising and supporting junior waitstaff.
- Ensure excellent customer service and satisfaction.
- Take and serve orders accurately and efficiently.
- Handle guest complaints professionally.
- Coordinate with kitchen and bar for smooth service.
- Train new staff on service standards.
- Monitor table setup and cleanliness.
- Promote menu items and upsell when appropriate.
Waitress
TUI Cruises
12.2024 - 05.2025
Bar Waitress
Opera Bar and Cigar lounge
Johannesburg
02.2024 - 11.2024
- Ensured excellent customer service and guest satisfaction by attentively taking and serving orders.
- Handled guest complaints professionally, resolving issues quickly to enhance customer experience.
- Coordinated with kitchen and bar staff for seamless service delivery during busy shifts.
Restaurant Waitress
Gemelli Cucina Bar
11.2021 - 12.2023
- Accurately took and served orders, coordinating closely with kitchen and bar staff to ensure smooth service flow.
- Provided exceptional customer service, ensuring guest satisfaction and handling complaints professionally.
- Trained new waitstaff on restaurant protocols, customer interaction techniques, and upselling strategies.
- Promoted wine selections and menu items to enhance guest dining experience and increase sales.
Bar Waitress
News Cafe Emperors Palace
South Africa
03.2016 - 12.2019
- As a club waitress, you are a key contributor to the vibrant atmosphere of the venue. The primary responsibilities include taking orders, serving beverages and food, and ensuring exceptional customer experiences. With a focus on providing prompt and friendly service, you navigate a dynamic environment, addressing customer inquiries and managing payments efficiently. Strong communication skills are essential for collaborating with the bar and kitchen staff to fulfill orders accurately. Your role requires adaptability, a keen sense of awareness for customer needs, and the ability to contribute to the overall energetic and enjoyable ambiance of the club.
Education
Bachelors Degree - Tourism and Hospitality Management
Blantyre International Unversity
BlantyreWset level 2 wine certification - Wine
Wine Spirit Education Trust
London10.2025
Diploma - Hospitality Management
Allison Online Learning
12.2024
Diploma - Hospitality Management
Allison Online Learning
01.2024
Diploma - Customer Service
Allison Online Learning
01.2024
Certificate - Customer care and serving skills
Diageo Bar Academy
12.2023
Certificate - Customer care and serving skills
Diageo Bar Academy
12.2023
Skills
Achieved high customer satisfaction ratings through effective problem resolution Enhanced service delivery by implementing feedback mechanisms Increased customer engagement through proactive outreach initiatives
Investigated and documented complaints, implementing solutions to improve service quality
Led team coordination initiatives to ensure alignment on project goals and deliverables
Managed daily staff activities, fostering a collaborative and efficient work environment
Conducted in-depth research on wine characteristics and pairings to inform selections and recommendations
Achieved successful project completions through effective team management Drove timely delivery of initiatives by implementing strategic planning Fostered interdepartmental communication to streamline project processes
Achieved timely customs clearance through effective management of declaration processes Enhanced operational efficiency by implementing streamlined documentation practices Improved compliance rates by providing training on customs regulations and procedures
Coordinated all aspects of wine and champagne tastings, ensuring a memorable and informative experience for guests
Achieved high guest satisfaction ratings through effective management of hospitality services Improved operational workflows, resulting in enhanced team performance and service delivery Cultivated a positive work environment that fostered employee engagement and retention
Certification
- WSET Level 2 Award in Wines Oct 2025
- Management Foundations in the Hospitality Industry Jul 2025
- Mastering Luxury Hospitality: Fundamentals to Leadership Jul 2025
- Wine Tasting: Sensory Techniques for Wine Analysis Jun 2025
Languages
English
German
Timeline
Senior Waiter
TUI Cruises
05.2025 - Current
Waitress
TUI Cruises
12.2024 - 05.2025
Bar Waitress
Opera Bar and Cigar lounge
02.2024 - 11.2024
Restaurant Waitress
Gemelli Cucina Bar
11.2021 - 12.2023
Bar Waitress
News Cafe Emperors Palace
03.2016 - 12.2019
Diploma - Hospitality Management
Allison Online Learning
Diploma - Hospitality Management
Allison Online Learning
Certificate - Customer care and serving skills
Diageo Bar Academy
Certificate - Customer care and serving skills
Diageo Bar Academy
Bachelors Degree - Tourism and Hospitality Management
Blantyre International Unversity
Wset level 2 wine certification - Wine
Wine Spirit Education Trust
Diploma - Customer Service
Allison Online Learning