Summary
Overview
Work History
Education
Skills
Certification
Additional Information
Personal Information
Timeline
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Jane Monareng

Jane Monareng

Front Office Supervisor
Johannesburg

Summary

I am a self-motivated Front Office Supervisor that brings proven leadership, organizational and customer relations skills. I can independently and with a team solves problems and demonstrates exceptional leadership in team collaboration and consistently delivers results.

I am reliable and diligent, with expertise in staff training, guest relations, and operational efficiency to enhance customer satisfaction and business success.

Overview

14
14
years of professional experience
3
3
years of post-secondary education
3
3
Certifications
1
1
Language

Work History

Front Office Supervisor

The Houghton Hotel
12.2023 - 02.2025
  • Oversee the daily operations of the front desk
  • Maintain a neat and organized front area
  • Collaborate with other departments to address guest needs
  • Handle guests requests, complaints and inquiries
  • Ensure a welcoming and efficient Check in and Check out Process
  • Work to prevent and resolve issues that could lead to dissatisfaction

Front Office Supervisor

Voco Johannesburg Rosebank, an IHG Hotel
02.2022 - 12.2024
  • Leading and performing all front duties including check-ins, check outs, reservation, guest phone messages and special requests
  • Check trace file for arriving groups and VIPS
  • Run necessary reports for shift
  • Check and verify reasons for all maintenance rooms and updates accordantly Front Office, Maintenance and Housekeeping
  • Training, coaching and motivating team members
  • Be understanding and supportive, encouraging and helpful to all subordinates
  • Prepare express check-ins as required
  • Assist the Front Desk during peak check out and check in hours and act accordantly as supervisor
  • Helping to reach hotel targets
  • Interact with housekeeping, especially with housekeeping coordinator regarding VIP arrivals, expediting apartments, preferred apartments to be cleaned first and gets cleaning times during weekends
  • Stock Count every Month end
  • Assisting with valley and Porters were necessary
  • Assisting with finance were necessary
  • Checking banking for all receptionists
  • Processing payments online and sending out payment links
  • Organizing and coordinating operations to ensure maximum efficiency
  • Assisting receptionists, porters, valley when its busy
  • Checking all reservations for the day of arriving guests - Ensure that all monies received for booking have been received and are allocated correctly on the booking system for all guest arriving
  • Arranging guest shuttles and transport as well as any tours
  • Report any maintenance issues discovered or reported in the rooms and ensure that they are timeously carried out
  • Answer guests enquires, handle complaints attend to the needs of the guests
  • Check cleanliness of the hotel receptions well as public areas, including waiting area outside the reception and parking area
  • Co-ordinate with all departments concerned in order to maintain Front Office functions properly and requests carried out correctly ensuring the guests stay is well organized and coordinated
  • Ensure that the maintenance is in order in hotel reception and public areas
  • Assisted guests with special requests, demonstrating excellent problem-solving skills and a commitment to customer satisfaction.
  • Coordinated with other departments to resolve any guest issues promptly, ensuring a seamless guest experience from arrival to departure.
  • Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
  • Organized staff scheduling effectively to maintain appropriate coverage during peak hours without compromising service quality.
  • Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
  • Collaborated with housekeeping and maintenance teams to ensure room availability and quality standards were met.
  • Maintained accurate financial records, including daily reports on sales transactions, cash drawer balances, and room charges.
  • Coached employees through day-to-day work and complex problems.

Front Office Receptionist

Voco Johannesburg Rosebank, an IHG Hotel
02.2022 - 06.2022
  • Check ins and Check outs
  • Receiving and Dispatching deliveries
  • Assisting with mail as required
  • Transferring calls as necessary
  • Performing ad-hoc administration duties
  • Ensure excellent customer service levels are maintained when processing reservations and guests requests
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Ensured a welcoming atmosphere for guests with efficient check-in and check-out procedures.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Collaborated with team members for smooth workflow, supporting colleagues during peak hours or absences.
  • Maintained clean reception area to promote positive, professional environment for clients.
  • Answered multi-line phone system and enthusiastically greeted callers.
  • Directed incoming calls to internal personnel and departments, routing to best-qualified department.

Front Office Receptionist

Sandton Sun
10.2021 - 01.2022
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Handled payments efficiently using company''s billing software which contributed to improved financial record keeping.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Ensured a welcoming atmosphere for guests with efficient check-in and check-out procedures.
  • Assisted management with administrative tasks such as data entry, filing, and report generation as required.
  • Collaborated with team members for smooth workflow, supporting colleagues during peak hours or absences.

Front Office Receptionist

InterContinental Sandton Towers
02.2019 - 02.2021
  • Actively participating in a working environment where staff are fully trained, supportive of each other and competent
  • Holding meeting with each and every department about our VIP guests yet to check in on current date
  • Clearing and sorting out pit check
  • Ensuring that guests' room are ready before check in
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Ensured a welcoming atmosphere for guests with efficient check-in and check-out procedures.
  • Handled payments efficiently using company''s billing software which contributed to improved financial record keeping.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Assisted management with administrative tasks such as data entry, filing, and report generation as required.
  • Maintained clean reception area to promote positive, professional environment for clients.

Front Office Receptionist

Holiday Inn Sandton
03.2018 - 01.2019
  • Actively participating in a working environment where staff are fully trained, supportive of each other and competent
  • Holding meeting with each and every department about our VIP guests yet to check in on current date
  • Clearing and sorting out pit check
  • Ensuring that guests' room are ready before check in
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Ensured a welcoming atmosphere for guests with efficient check-in and check-out procedures.
  • Handled payments efficiently using company''s billing software which contributed to improved financial record keeping.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Collaborated with team members for smooth workflow, supporting colleagues during peak hours or absences.
  • Answered multi-line phone system and enthusiastically greeted callers.
  • Identified visitors' needs to offer solutions and information.

Sales Coordinator

Mankwe Game Trackers
01.2014 - 01.2016
  • Upselling activities to guests
  • Striving to return business as per agreed department target (clients retention)
  • Booking activities and venues
  • Personally, checking on guests and their experiences on the activities
  • Checking up on Pre-Payments via EFT
  • Identifying VIP's and being flagged as per VIP Star rating
  • Double checking up on room accounts
  • Maintained accurate records of all sales activities, including contracts, proposals, quotes, follow-ups, and customer communications.
  • Worked closely with the sales team to prioritize tasks, set goals, and allocate resources efficiently; resulting in increased productivity and revenue.
  • Streamlined sales processes for improved efficiency and customer satisfaction.
  • Supported sales team members in achieving individual goals and targets through coaching, mentoring, and guidance.
  • Collaborated with marketing team to develop targeted promotional materials and campaigns.
  • Served as a liaison between internal departments such as production, logistics, finance, ensuring seamless end-to-end management of client accounts.
  • Coordinated product demonstrations to showcase key features for sales prospects.
  • Organized trade shows, conferences, and networking events to increase brand exposure and generate leads.
  • Cultivated long-lasting relationships with existing clients by providing ongoing support throughout the post-sales process.

Events & Conferencing Coordinator

Sun City Resort / The Palace
01.2012 - 01.2014
  • Understanding requirement's for each event
  • Plan event with attention to financial and time constraints
  • Book venues and schedule speakers
  • Research vendors (catering, decorators etc.)
  • Coordinating a site inspection in viewing the property
  • Negotiate with vendors to achieve the most favourable terms
  • Planning budgets and liaising with suppliers and clients
  • Managing logistics
  • Inspecting venue's to ensure that they meet the clients requirement's
  • Coordinate event services such as rooms, transportation, and food
  • Attending planning meetings
  • Oversee event happenings and act quickly to resolve problems
  • Evaluate events success and submit reports
  • Entered data, generated reports, and produced tracking documents.
  • Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
  • Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
  • Collaborated with department heads to develop strategic plans aligning with overall company objectives, fostering a unified approach toward shared goals.
  • Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
  • Coordinated cross-functional teams, resulting in seamless project execution and enhanced outcomes.

Guest Relations Officer

Sun City Resort / The Palace
01.2012 - 12.2012
  • Review arrival list to welcome guests
  • Attend to special guests and answer their request
  • Provide information about amenities, area and venues and promote services
  • Help prepare folders with collateral
  • Addressing and escalating customer complaints
  • Welcoming guests in a friendly unprofessional way
  • Record information in the logbook daily
  • Ensure compliance with health and quality standards
  • Anticipate guests needs and build rapport with customers
  • Managed VIP guest relations, ensuring exceptional service levels were met at all times.
  • Trained new staff members on company policies, procedures, and customer service standards.
  • Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
  • Maintained a welcoming atmosphere with genuine interactions and professional communication skills.
  • Greeted guests upon arrival and offered assistance.
  • Coordinated special requests from guests, including transportation arrangements or local activity bookings.

Travel Coordinator

Lengau Tours
01.2011 - 01.2012
  • Making bookings and coordinating transportation
  • Handling travel issues
  • Helping customers find a suitable package or plan independent travel
  • Advise clients regarding destinations, cultures, customs weather and activities
  • Meet with clients to determine travel needs, budgets and preferences
  • Contributes to agency effects by accomplishing related task as needs
  • Developed strong relationships with clients, resulting in repeat business and referrals.
  • Enhanced client satisfaction by efficiently managing and organizing travel itineraries.
  • Verified and finalized arrangements to deliver smooth and efficient travel for employees.
  • Assisted travelers in obtaining necessary visas and other documentation required for international trips.
  • Improved internal processes through the implementation of time-saving tools such as automated booking confirmations.
  • Consulted with internal and external clients to assess travel requirements, document needs and discuss options.
  • Set up domestic and international flights for staff and contractors.
  • Monitored travel arrangements closely to proactively handle potential disruptions or changes in plans.

Education

Travel & Tourism NQF Level 4 Certificate -

Mankwe College
Rustenburg, North West
01.2008 - 12.2010

Matric - undefined

Holy Family Secondary School
Rustenburg, North West

Skills

Reception Management

Schedule Coordination

Conflict Resolution

Reservation management

Multi-tasking

Cross-Functional Teamwork

Conflict Resolution

Team Leadership

Effective Communication

Assertive Communication

Responsive to New Challenges

Flexible Work Approach

Certification

First Aid Level 1

Additional Information

The Houghton Hotel

Liezl Bekker - 084 873 7553


The Voco Hotel

Kathleen Hedges - 071 684 7244


Sandton Sun/ Intercontinental Sandton Towers

Gugu Ndlovu - 072 526 6291


Holiday Inn Hotel

Dudu Zondo - 079 114 7787


Mankwe Game Trackers

Reilwe Tladi - 079 4987049


Sun City Resort - The Place of the Lost City

Chris Munyangabo - 072524 9905

Herliane Portenschlager - +62 812 5858 5815


Personal Information

  • Ethnicity: African
  • Date of Birth: 01/31/89
  • Gender: Female
  • Driving License: Code C (10)
  • Marital Status: Single

Timeline

Front Office Supervisor

The Houghton Hotel
12.2023 - 02.2025

Front Office Supervisor

Voco Johannesburg Rosebank, an IHG Hotel
02.2022 - 12.2024

Front Office Receptionist

Voco Johannesburg Rosebank, an IHG Hotel
02.2022 - 06.2022

Front Office Receptionist

Sandton Sun
10.2021 - 01.2022

Front Office Receptionist

InterContinental Sandton Towers
02.2019 - 02.2021

Front Office Receptionist

Holiday Inn Sandton
03.2018 - 01.2019

Sales Coordinator

Mankwe Game Trackers
01.2014 - 01.2016

Events & Conferencing Coordinator

Sun City Resort / The Palace
01.2012 - 01.2014

Guest Relations Officer

Sun City Resort / The Palace
01.2012 - 12.2012

Travel Coordinator

Lengau Tours
01.2011 - 01.2012

Travel & Tourism NQF Level 4 Certificate -

Mankwe College
01.2008 - 12.2010

Matric - undefined

Holy Family Secondary School

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Jane MonarengFront Office Supervisor