Summary
Overview
Work History
Education
Skills
Current Position
Previous Positions
Signature Date
Personal Information
Training
Timeline
Generic

Lebogang Baloyi Sonnet

Front Office Manager
Pretoria,Pretoria

Summary

Lebogang's objective is to seek innovative ways of creating value, offering strategic leadership in any organization where her knowledge, skills and abilities will provide an opportunity for growth and development and the overall realization of corporate goals and objectives.

Baloyi Lebogang Sonnet is an exceptionally skilled Duty Manager with over a decade (Fifteen (15) years) experience in the hospitality industry, who plays a pivotal role in ensuring the smooth operations of the day to day running of the hotel. Her responsibilities encompass various aspects of guest services, team management, and maintaining high standards. She is an expert, specializing in various aspects of administrative and customer service management.

Overview

15
15
years of professional experience
4020
4020
years of post-secondary education

Work History

Front Office Manager

Autograph Collect Irene Country Lodge by Marriott Pretoria
Pretoria
09.2024 - Current
  • Oversee front desk staff, including receptionists, guest relations desk, and porters.
  • Train, mentor, and coach staff on customer service, procedures, and software.
  • Evaluate employee performance and provide feedback.
  • Participate in the hiring process and involved in terminating employees.
  • Supervise guest check-in and check-out procedures efficiently.
  • Address guest inquiries and resolve complaints professionally and promptly.
  • Proactively anticipate guest needs and exceed their expectations.
  • Foster positive relationships with guests, ensuring their satisfaction.
  • Ensure daily smooth operation of the front desk, reception area, and related areas.
  • Coordinate with other departments, such as housekeeping, maintenance, and sales, to ensure a seamless guest experience.
  • Maintain accurate records of guest interactions, reservations, and financial transactions.
  • Ensure compliance with hotel policies and procedures, including safety and security protocols.
  • Monitor room rates, occupancy levels, and revenue performance.
  • Co-ordinate lock interrogations for Guest room doors as part of query resolute.
  • Maintain good appearance for front office staff by requesting and ordering the appropriate uniform.
  • Initiating and chairing disciplinary hearings when necessary.
  • Ensure that the up hold of punctuality is respected by all staff members.
  • Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
  • Managed daily room inventory to maximize occupancy rates and revenue generation.
  • Created, prepared, and delivered reports to various departments.
  • Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
  • Updated guests'' profiles systematically incorporating preferences and feedback for providing personalized experiences during future visits.
  • Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
  • Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
  • Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
  • Reconciled end-of-day reports to determine accurate billing and payment processing.
  • Implemented staff training programs, improving employee performance and team cohesion.
  • Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.

Assistant Front Office Manager

Protea Hotel Fire & Ice! by Marriott Pretoria Menlyn
Pretoria
03.2023 - 01.2024
  • Assist in managing the day-to-day operations of the front office including overseeing staff schedules and ensuring adequate coverage.
  • Coordinate with other departments such as housekeeping and maintenance, to ensure all seamless communication and efficient resolution of guest issues.
  • Assist in training and developing front office staff, ensuring they are knowledgeable about hotel policies and procedures, and have the necessary skills to perform their roles effectively.
  • Manage guest inquiries and complaints, ensuring they are resolved in a timely and professional manner to ensure guest satisfaction and loyalty.
  • Greet and check in guests, ensuring a warm and welcoming experience.
  • Handle reservations, coordinate housekeeping and maintenance staff, and manage the billing process.
  • Address guest complaints promptly and ensure their satisfaction.

Duty Manager

Protea Hotel Fire & Ice! by Marriott Pretoria Menlyn
Pretoria
01.2023 - 01.2024
  • Oversee the day-to-day operations of the hotel, including front office, housekeeping, food and beverage, maintenance, and security departments.
  • Supervise and coordinate staff, ensuring they follow hotel policies and procedures and provide excellent customer service to guests.
  • Handle guest inquiries, requests, and complaints, resolving issues promptly and efficiently.
  • Manage hotel reservations and room assignments, ensuring maximum occupancy and revenue generation.
  • Monitor and control expenses, including labor costs, supplies, and maintenance, to ensure profitability and budget adherence.
  • Conduct daily inspections of hotel facilities to ensure cleanliness, maintenance, and safety standards are met.
  • Coordinate with other departments to ensure smooth operation and coordination of services.
  • Assist with scheduling and training of staff members to maintain high performance standards.
  • Respond to emergencies and security incidents, taking appropriate action to ensure the safety and well-being of guests and employees.
  • Serve as the primary point of contact for overnight and off-hours operations, providing support and assistance as needed.
  • Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
  • Improved customer satisfaction by promptly addressing and resolving guest concerns and complaints.
  • Conducted regular performance evaluations for team members, identifying areas of improvement and recommending appropriate action plans.
  • Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.

Service Manager

Radisson Blu Hotel, Sandton
Johannesburg
01.2015 - 01.2023
  • The smooth running of the front desk.
  • Prepares schedules as requested and in accordance with occupancy.
  • Managing front office budget.
  • Maintaining statistical and financial records.
  • Stock control and cost controlling.
  • Inspires employees to provide the best service to customers.
  • Improved customer satisfaction by implementing streamlined service processes and staff training programs.
  • Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
  • Analyzed service reports to identify areas of improvement.
  • Developed and maintained positive relationships with customers to build rapport and trust.

Receptionist / Switchboard

Radisson Blu Hotel, Sandton
Johannesburg
01.2010 - 01.2015
  • Filing, photocopying, scanning and faxing documents.
  • Screening calls and taking messages.
  • Answering and dealing with incoming and outgoing telephone calls.
  • Processing check-in and check-out for guests.
  • Creating invoices, filing receipts, and dealing with financial documents.
  • Making travel and accommodation arrangements for guests.
  • Handling confidential information.
  • Responded to inquiries from callers seeking information.
  • Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
  • Managed multiple tasks and met time-sensitive deadlines.
  • Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
  • Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
  • Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.

Education

Certificate - Supervisory management

Proserve
Pretoria
01.2014

Grade 12 -

Soshanguve High School
Pretoria
12.2005

Skills

Proficiency in Microsoft office (Word, Excel, PowerPoint, Outlook, opera)

Customer Relations and Management

Guest services

Team management

Operational oversight

Management of teams

Communication

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Current Position

Autograph Collect Irene Country Lodge by Marriott Pretoria, Front Office Manager, 09/01/24

Previous Positions

  • Protea Hotel Fire & Ice! by Marriott Pretoria Menlyn, Duty Manager, 01/01/23, 01/01/24
  • Protea Hotel Fire & Ice! by Marriott Pretoria Menlyn, Assistant Front Office Manager, 03/01/23, 01/01/24
  • Radisson Blu Hotel, Sandton, Service Manager, 01/01/15, 01/01/23
  • Radisson Blu Hotel, Sandton, Receptionist / Switchboard, 01/01/10, 01/01/15

Signature Date

06/01/25

Personal Information

Nationality: Republic of South Africa (RSA)

Training

2022, Basic First Aid and Fire Fighting

Timeline

Front Office Manager

Autograph Collect Irene Country Lodge by Marriott Pretoria
09.2024 - Current

Assistant Front Office Manager

Protea Hotel Fire & Ice! by Marriott Pretoria Menlyn
03.2023 - 01.2024

Duty Manager

Protea Hotel Fire & Ice! by Marriott Pretoria Menlyn
01.2023 - 01.2024

Service Manager

Radisson Blu Hotel, Sandton
01.2015 - 01.2023

Receptionist / Switchboard

Radisson Blu Hotel, Sandton
01.2010 - 01.2015

Certificate - Supervisory management

Proserve

Grade 12 -

Soshanguve High School

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Lebogang Baloyi SonnetFront Office Manager