Cecile Bouic

Developed and maintained courteous and effective working relationships with all stakeholders of Executive and team personnel at the Business as the whole.

• Assisting the GM & DGM with the day-to-day running of the property
• Ensure to establish good relationships with all internal and external senior managers / executives associated in the hotel industry and their assistants
• Preliminary drafting of correspondence on the GM & DGM’s behalf
• Carried out day-to-day duties accurately and efficiently.
• Processing of all lodge invoices, onsite contact for the financial department
• Managed team of employees, overseeing hiring, training and professional growth of employees.
• Onboarded new temps by entering employee information into systems.
• Identified issues, analyzed information and provided solutions to problems.
• Reading, monitoring, and sorting GM & DGM emails, utilising judgement of the GM & DGM’s workload to respond on emails or telephone calls if needed
• Organising and planning all aspects of internal and external meetings
• Answering calls and consult with guests, managers, and staff competently
• Producing presentations, typing, and distributing correspondence (including agenda’s, minutes, and confidential reports), creating spreadsheets
• Organising GM & DGM travel arrangements, ensuring visas, foreign currency, accommodation, transfers, and coordinate detailed itineraries
• Ensure to establish good relationships with all internal and external senior managers / executives associated in the hotel industry and their assistants
• Conducting and preparing any research that the GM & DGM may require
• Respond to feedback on various social platforms as needed, e.g., TripAdvisor on behalf of the lodge
• Processing of all lodge invoices, onsite contact for the financial department
• Writing and distributing GM and DGM welcome letters for all guests and VIP’s / flagged guests
• Aiding with putting together itineraries for VIP’s, special events and groups
• Coordinating 1:1’s and weekly catch ups with departments and HOD’s
• Typing, distributing, and filling of all SOP’s as per owners
• Managing and cleaning up of departmental servers
• Assist People & Culture Manager (HR) as needed
• Various ad hoc requests

• Direct contact for Virtuoso clientele (Virtuoso is the travel industry’s leading luxury network, specializing in creating unique experiences that cannot be found online)
• Attending to all VIP guests’ requests and all consortia guests including VIRTUOSO, American Express.
• Communicating and building a rapport with agents, communicating with relevant agents before, during and after guest’s stay. Effectively executing and communicating with operational managers and staff in order to ensure guest’s requests are carried out. Conducting Site Inspections on behalf of Sales and Marketing team and hosting guests from media and other valuable guests for breakfast, lunches, dinners, afternoon tea sessions on behalf of Sales and Marketing team.
• Always ensuring that guest’s needs are well anticipated.
• Dealing with guest complaints, and maintaining high standards of the Lodge
• Managing the day-to-day operations of Front Office
• Proactively leading the Guest Relations Team to anticipate and exceed guest expectations
• Product knowledge training of Guest Relations Team
• Developing and implementing of SOP’s and procedures
• Ensuring that the Front Desk and trading post Shop deliver a seamless and effortless guest experience in accordance with Company standards (Value of over 1 million rand)
• Ensuring that all guest feedback received, both in electronic and manual format, are responded to and followed up and followed though; and where relevant included in various reports
• In the absence of the Executive Housekeeper, overseeing the housekeeping team, ensuring that staff are fully briefed of the housekeeping requirements for the day
• Assisting the Executive Housekeeper to ensure that all guest supplies are ordered, and stock levels are always sufficient
• Assisting the Executive Housekeeper to ensure that all guest supplies are ordered, and stock levels are always sufficient
• Monitoring the wear and tear of soft furnishings, furniture, equipment, fabric, curtains etc and where necessary ensure that they are repaired / replaced