Lerato Samantha Lukubane
Cape Town,South Africa
Summary
Administrative leader experienced in business operations and team oversight. Seeks opportunities to improve processes, procedures and practices. Excels with minimal supervision and decisively approaches problems. Takes on challenging new role harnessing interpersonal skills, collaboration and problem-solving. Driven to deliver high-quality service and consistent results. Loyal employee with solid understanding of training and mentoring employees. Dedicated team player, proactive and hands-on in task completion. Assesses KPIs to uncover areas of improvement. Superior communication and collaboration skills. Resourceful employee with outstanding knowledge to develop and maintain healthy customer pipeline. Consistently works to attract new business opportunities.
Overview
11
11
years of professional experience
9
9
years of post-secondary education
Work History
Subject matter expert
Capita SA
Cape Town, South Africa
10.2021 - Current
- Increased understanding of complex subject matter by conducting in-depth research. Floor walk to see if everyone is doing what is expected of them.
- Decreased Bill Reversals from 30 % to lower then 10% in which that is great.
- Implemented new strategies for improved knowledge transfer.
- Improved team's technical skills with comprehensive training programmes.
- Led meticulous data analysis to further comprehension of key topics.
- Authored well-researched articles for better public understanding.
- Liaised frequently with industry professionals for updated information and insights.
- Devised innovative teaching methods to ensure thorough grasp of subject matter.
- Developed compelling presentations with relevant data, garnering positive feedback from stakeholders.
- Maintained up-to-date knowledge through continual professional development courses and self-study.
- Collaborated closely with colleagues on project work, leading to successful outcomes.
- Assimilated complex information quickly, enabling timely decision-making.
- Collaborated with diverse teams to offer guidance and knowledge to drive progress.
- Expanded knowledge base through continuous research and development.
- Investigated issues affecting group operations, prepared reports and helped correct problems.
- Led and managed administrative staff to maintain smooth daily operations.
- Designed and implemented training to further develop staff based on business goals.
- Stand in Team Leader and Have managed over 30 persons.
- Facilitated collaborative discussions, fostering a culture of continuous learning.
Night Audit Supervisor
Protea Hotel by Marriott Breakwater Lodge
Cape Town, South Africa
10.2017 - 01.2021
- Streamlined check-in procedure by efficiently handling guest documents.
- Improved customer satisfaction for providing timely assistance during stay.
- Reduced wait times with high-speed processing of reservations.
- Responded promptly to customer queries, ensuring enjoyable stay.
- Maintained clean and organized reception area, creating an welcoming atmosphere.
- Carried out day-to-day duties accurately and efficiently.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Successfully delivered on tasks within tight deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Supported team by demonstrating respect and willingness to help.
- Worked flexible hours, covering nights, weekends and bank holidays.
- Consistently arrived at work on time and ready to start immediately.
- Offered friendly, efficient customer service and handled challenging situations with ease.
- Increased customer satisfaction by resolving issues.
- Improved efficiency and productivity by acquiring new skills.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Used Microsoft Word and other software tools to create documents and clear communications.
- Applied critical thinking to analyze problems, evaluate solutions and select best decisions.
- Supervision of night staff and overlook of site.
Hotel receptionist
Westin Hotel
Cape Town, South Africa
10.2015 - 08.2017
- Streamlined check-in procedure by efficiently handling guest documents.
- Improved customer satisfaction for providing timely assistance during stay.
- Reduced wait times with high-speed processing of reservations.
- Responded promptly to customer queries, ensuring enjoyable stay.
- Managed room availability charts to ensure zero overbooking.
- Provided hotel information for improved guest experience.
- Increased efficiency by swiftly resolving any complaints or issues.
- Processed payments accurately, guaranteeing smooth transactions for guests.
- Ensured guest comfort with prompt attention to their needs and requests.
- Coordinated smoothly with housekeeping staff, ensuring rooms were ready on time.
- Facilitated easy communication with non-English speaking guests using translation skills when necessary.
- Maintained security measures, protecting guest personal information and privacy.
- Assisted in concierge services such as booking taxis or recommending local attractions, improving overall holiday experience.
- Handled telephone enquiries professionally, delivering accurate information about hotel and its services.
- Processed wake-up calls reliably to maintain schedule adherence for guests.
- Handled baggage storage efficiently, providing convenience upon early arrival or late departure.
- Managed lost property system effectively to return misplaced items quickly.
- Ensured smooth check-out process by promptly settling bills and confirming future bookings if required.
- Conducted room inspections regularly for maintaining high cleanliness standards in collaboration with housekeeping staff.
- Kept reservations systems up-to-date for clear availability management.
- Managed incoming calls effectively using switchboard systems.
- Processed and provided clear, accurate receipts for guest payments.
- Issued guest room keys with advice on location and access.
- Recorded guest account activity to produce accurate bills upon departure.
- Organized guest transport to support smooth airport transfers.
- Instructed maintenance staff to service rooms with known issues.
- Actioned special requests to elevate guest stays.
- Posted new charges to customers' rooms and compiled itemized statements.
- Recommended hotel services to upsell dining, bar and spa experiences.
- Suggested restaurants tailored to guest preferences.
- Upsold activities from tourism partners to boost revenue.
- Reconciled floats and administered petty cash systems.
Hotel receptionist and Business Coordinator
Radisson Blu Hotel
Cape town, South Africa
12.2013 - 09.2015
- Streamlined check-in procedure by efficiently handling guest documents.
- Improved customer satisfaction for providing timely assistance during stay.
- Reduced wait times with high-speed processing of reservations.
- Responded promptly to customer queries, ensuring enjoyable stay.
- Managed room availability charts to ensure zero overbooking.
- Provided hotel information for improved guest experience.
- Processed payments accurately, guaranteeing smooth transactions for guests.
- Ensured guest comfort with prompt attention to their needs and requests.
- Coordinated smoothly with housekeeping staff, ensuring rooms were ready on time.
- Assisted in concierge services such as booking taxis or recommending local attractions, improving overall holiday experience.
- Processed wake-up calls reliably to maintain schedule adherence for guests.
- Handled telephone enquiries professionally, delivering accurate information about hotel and its services.
- Handled baggage storage efficiently, providing convenience upon early arrival or late departure.
- Ensured smooth check-out process by promptly settling bills and confirming future bookings if required.
- Kept reservations systems up-to-date for clear availability management.
- Greeted and checked-in guests promptly and professionally.
- Issued guest room keys with advice on location and access.
- Managed incoming calls effectively using switchboard systems.
- Processed and provided clear, accurate receipts for guest payments.
- Recorded guest account activity to produce accurate bills upon departure.
- Coordinated housekeeping staff to prepare rooms for guest arrivals.
- Organized guest transport to support smooth airport transfers.
- Instructed maintenance staff to service rooms with known issues.
- Actioned special requests to elevate guest stays.
- Posted new charges to customers' rooms and compiled itemized statements.
- Coached new employees in company procedures, improving their integration into team swiftly.
- Collaborated closely with sales department to understand client needs better.
- Handled customer complaints promptly, enhancing brand reputation.
- Reconciled floats and administered petty cash systems.
- Upsold activities from tourism partners to boost revenue.
- Provided local attraction and event information for enhanced hotel stays.
- Recommended hotel services to upsell dining, bar and spa experiences.
Education
High School Diploma -
St James (RC) Secondary School
Port Elizabeth 01.2005 - 12.2009
NCV Level 4 - Tourism
College of Cape Town
Cape Town 01.2010 - 12.2012
Certificate - Office Administration
IQ Academy
Cape Town 01.2018 - 12.2018
Certificate - Further Education and Training Certificate Generic Management
Capita Academy
Cape Town 01.2023 - 07.2023
Skills
- Ethical conduct
- Research proficiency
- Training planning and delivery
- Customer Service
- Salesforce CRM, SAP CRM
- Strong leadership skills
- Data entry expertise
- Billing procedures
- Basic accounting
- Telephone etiquette
- Multitasking
- Reservations systems
- Night audit
- Expertise with excel
- Time management efficiency
- Decision-Making authority
- Office supervision
- Oral and written communications
Accomplishments
Best Customer Service Advisor
Best Support Advisor
Best Subject Mater Expect
Timeline
Certificate - Further Education and Training Certificate Generic Management
Capita Academy
01.2023 - 07.2023
Subject matter expert
Capita SA
10.2021 - Current
Certificate - Office Administration
IQ Academy
01.2018 - 12.2018
Night Audit Supervisor
Protea Hotel by Marriott Breakwater Lodge
10.2017 - 01.2021
Hotel receptionist
Westin Hotel
10.2015 - 08.2017
Hotel receptionist and Business Coordinator
Radisson Blu Hotel
12.2013 - 09.2015
NCV Level 4 - Tourism
College of Cape Town
01.2010 - 12.2012
High School Diploma -
St James (RC) Secondary School
01.2005 - 12.2009
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