Lorna Caserne
Port Louis,Mauritius
Summary
Highly organized and efficient receptionist with experience in managing front desk operations, including handling customer inquiries, scheduling appointments, and maintaining records. Skilled in communication, both verbal and written, ensuring clear and positive interactions with clients and team members. Demonstrated ability to improve office processes for better workflow and client satisfaction. Successfully enhanced the welcoming atmosphere of previous workplaces while efficiently managing multiple tasks simultaneously.
Overview
15
15
years of professional experience
Work History
Receptionist
Metro Express Ltd
Coromandel
01.2024 - 10.2024
- Utilised office equipment such as printers, copiers, and fax machines, ensuring they were in good working order.
- Answered, screened, and forwarded incoming phone calls while managing multi-line telephone systems.
- Greeted customers, answered general questions and directed to appropriate locations.
- Scheduled and confirmed appointments.
- Delivered administrative support to team members by making copies, sending faxes, organising documents and rearranging schedules.
- Coordinated meeting room bookings and arranged catering for meetings and events.
Guest Service Agent
MSC Cruises
Overseas
10.2019 - 02.2022
- Performed check-in, check-out procedures for arriving, departing guests according to established standards.
- Explained how TV remote, heating/cooling, WiFi access and locks worked to hotel guests.
- Resolved guest challenges and complaints by applying resourceful and actionable solutions.
- Answered phones to respond to customer inquiries and transferred calls to appropriate department.
- Detailed all policies and procedures, including safety information to guests upon hotel check in.
- Managed customer complaints and rectified issues to complete satisfaction.
- Made reservations for spa treatments and restaurants.
- Handled cash transactions accurately while adhering to established accounting practices.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Balanced accounts at end of each shift.
Airport Passenger Handling Officer
Airmate Ltd
Plaine Magnien
12.2009 - 10.2019
- Passenger Assistance: Assisted passengers with check-in procedures, boarding processes, and general inquiries, ensuring a smooth and efficient experience.
- Security Protocols: Adhered to all security protocols, conducting thorough checks and verifications to maintain safety standards.
- Conflict Resolution: Addressed and resolved passenger complaints and concerns with professionalism and empathy, enhancing customer satisfaction.
- Emergency Response: Acted swiftly in emergency situations, providing clear instructions and support to passengers and crew.
- Documentation: Managed travel documents, including passports and visas, verifying authenticity and compliance with regulations.
- Customer Service: Delivered exceptional customer service, fostering a welcoming and helpful environment for all passengers.
Education
Business Entrepreneurship
Open University of Mauritius
CurepipeSkills
Highly skilled and dedicated professional with extensive experience in customer service and passenger handling, including roles as a Receptionist at Metro Express Ltd, a Guest Service Agent on cruise ships, and an Airport Passenger Handling Officer Demonstrates exceptional ability to assist and manage passengers, address concerns, and provide top-tier service in dynamic and fast-paced environments Adhering to security protocols, coordinating operations, and maintaining excellent communication with colleagues and clients Known for delivering exceptional customer service and ensuring a smooth and efficient experience for all passengers
Core Skills:
- Exceptional Customer Service
- Passenger Assistance & Management
- Security Protocols Compliance
- Effective Communication
- Team Collaboration
- Emergency Response
- Documentation Management
Languages
English
Upper Intermediate
B2
French
Proficient
C2
Spanish
Beginner
A1
Timeline
Receptionist
Metro Express Ltd
01.2024 - 10.2024
Guest Service Agent
MSC Cruises
10.2019 - 02.2022
Airport Passenger Handling Officer
Airmate Ltd
12.2009 - 10.2019
Business Entrepreneurship
Open University of Mauritius