Lorraine Masilo Lebea
Reservation And Event Coordinator
Pretoria
Summary
Friendly Reservation with proficiency in interacting effectively by telephone with guests of diverse ages, backgrounds and interests. Projects service-mentality with warm, caring attitude while maintaining efficiency and optimizing revenue. Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Experienced in the With over 15 years experience in the hospitality industry. Excellent reputation for resolving problems and improving customer satisfaction. Offering excellent communication and good judgement.
Overview
17
17
years of professional experience
1
1
year of post-secondary education
Work History
Reservationist
Leopard Lodge
North West
09.2021 - Current
Reservationist
Lethabo estate
Lanseria
01.2021 - 04.2022
Reservationist
Amanzingwe Lodge
Pretoria
01.2020 - 03.2022
- Maintained accurate records of bookings on hotel reservation system and forecasted probable revenue streams.
- Created rate plans and worked with revenue manager to boost occupancy and average achieved room rate.
- Arranged for group hotel bookings in collaboration with sales department for weddings and special events.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Receptionist
The Venue Country Hotel
Pretoria
10.2019 - 12.2019
- Confirmed appointments, communicated with clients and updated client records.
- Managed multiple tasks and met time-sensitive deadlines.
- Answered central telephone system and directed calls accordingly.
- Troubleshot copy machines and printers and scheduled service as needed.
- Resolved customer problems and complaints.
- Answered large volume of incoming calls daily to resolve customer issues and schedule appointments.
- Screened visitors and issued badges to maintain safety and security.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
Front Desk Manager
Nt’shonalanga Valley Resort
Pretoria
11.2013 - 07.2019
- Coordinated with room service, housekeeping, maintenance and security to meet all guest needs.
- Performed daily inventory for keys and linens and detailed information in audit reports.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Provided hotel guests with information regarding the lodge.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Kept accounts in balance and ran daily reports to verify totals.
- Balanced hotel accounts at end of day.
- Resolved guest complaints by addressing issues with rooms promptly.
- Entered and updated sensitive customer information during check-ins and room changes.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Attended staff meetings and brought issues to attention of upper management.
- Trained new staff on correct procedures, compliance requirements and performance strategies.
- coordinating events
Receptionist
Bayete Day spa
Pretoria
02.2012 - 09.2013
- Confirmed appointments, communicated with clients and updated client records.
- Managed multiple tasks and met time-sensitive deadlines.
- Answered central telephone system and directed calls accordingly.
- Troubleshot copy machines and printers and scheduled service as needed.
- Resolved customer problems and complaints.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
Waitress
Nt’shonalanga Valley Resort and Spa
Pretoria
11.2005 - 11.2011
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Checked identification for minimum age for sale of alcoholic beverages.
- Bussed and reset tables to keep dining room and work areas clean.
- Used cash registers and credit card machines to cash out customers.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Inspected dishes and utensils for cleanliness.
- Folded napkins and prepared silverware sets to provide adequate supply for host station.
- Kept server areas clean and stocked to increase efficiency while working tables.
Education
High School Diploma -
Edward Comprehensive School
Pretoria 01.2022 - 12.2022
Skills
Excellent Communication
Flexible and Adaptable
Planning and Coordination
Training and Development
Problem-Solving
Teambuilding
Protel hotel software
Apex Hotel software
PAN Hospitality Software
Nights Bridge
Sales and marketing
ESP salon software
Sage pastel
Wedding & Function coordinator
Timeline
High School Diploma -
Edward Comprehensive School
01.2022 - 12.2022
Reservationist
Leopard Lodge
09.2021 - Current
Reservationist
Lethabo estate
01.2021 - 04.2022
Reservationist
Amanzingwe Lodge
01.2020 - 03.2022
Receptionist
The Venue Country Hotel
10.2019 - 12.2019
Front Desk Manager
Nt’shonalanga Valley Resort
11.2013 - 07.2019
Receptionist
Bayete Day spa
02.2012 - 09.2013
Waitress
Nt’shonalanga Valley Resort and Spa
11.2005 - 11.2011