Lafern Chin
Tobyhanna
Summary
Dynamic professional with extensive experience in customer engagement and operational efficiency at Camelback Resort. Proven track record in utilizing reservation software to enhance booking processes and delivering exceptional service. Strong problem-solving skills complemented by a detail-oriented approach, ensuring customer satisfaction and fostering positive experiences.
Overview
24
24
years of professional experience
Work History
Reservation Agent
Camelback Resort
06.2023 - Current
- Managed daily reservation inquiries, ensuring accurate and timely responses to customer requests.
- Utilized reservation software to streamline booking processes, enhancing operational efficiency.
- Assisted guests with special requests, delivering exceptional service and fostering positive experiences.
- Prepared and submitted operational and sales summaries for management review
Supervisor
Quality Service Hospitality
05.2018 - 06.2021
- Supervised daily operations to ensure quality service and customer satisfaction.
- Trained and mentored team members on hospitality standards and procedures.
- Implemented process improvements to enhance operational efficiency and service delivery.
- Conducted performance evaluations to recognize achievements and identify areas for development.
- Should conflict arise , i would be required to intervene and resolved amicable
- Monitor Staff time sheet and send to payroll for processing
Assistant Manager
Registrar General's Department
10.2009 - 08.2016
- Check all applications for errors before sending them for final processing.
- Oversee all customer complaints and conflicts.
- Prepare all documents for employees' appraisal.
- Control all cash handling transactions.
- Balance the petty cash ledger.
- Process all refunds.
- Delegate all customer inquiries and service requests.
Administrative Assistant
Registrar General's Department
12.2001 - 10.2009
- Managed office communications, ensuring timely responses and efficient information flow.
- Prepare weekly and monthly reports.
- Developed and maintained filing systems, enhancing document retrieval efficiency and accuracy.
- Check off all cashiers, and prepare daily lodgements.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
Education
Associate of Arts - Hospitality And Tourism Management
Moneague College
Jamaica West Indies07-2001
High School Diploma -
St Hilda's High
Jamaica West Indies07-1998
Skills
- Customer engagement
- Reservation software
- Phone etiquette
- Sales
- Production leadership
- Problem-solving
- Data entry
- Payment processing
- Customer service
- Detail-oriented
Timeline
Reservation Agent
Camelback Resort
06.2023 - Current
Supervisor
Quality Service Hospitality
05.2018 - 06.2021
Assistant Manager
Registrar General's Department
10.2009 - 08.2016
Administrative Assistant
Registrar General's Department
12.2001 - 10.2009
Associate of Arts - Hospitality And Tourism Management
Moneague College
High School Diploma -
St Hilda's High