Lorna Caserne

Oversaw and coordinated crew changes for fishing and oil vessels arriving in Mauritius, ensuring timely and compliant transitions. Acted as a key liaison with government authorities, including Immigration, Fisheries, Fire Services, and the Health Department, to secure necessary permits and approvals. Played a central role in facilitating smooth vessel operations through clear communication, regulatory alignment, and on-the-ground support.

• 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.

• 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.

• 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.