Lauren Dube
Guest Relations
Victoria Falls,MN
Summary
Customer-focused hospitality professional with 9 of experience in guest services, front desk operations, and conflict resolution. Skilled in delivering exceptional service in fast-paced environments, managing shipboard accounts, and fostering positive passenger experiences. Fluent in English with a commitment to upholding Hospitality core values of excellence and cultural inclusivity.
Overview
12
12
years of professional experience
3
3
Certification
Work History
Guest Services Supervisor
The Victoria Falls Hotel
Victoria Falls
12.2018 - Current
- Managed front desk operations, including check-in/out processes, phone inquiries, and billing for 5-star hotel
- Trained staff on customer service protocols, ensuring adherence to high standards of hospitality
- Resolved guest complaints promptly, documenting resolutions and escalating issues as needed
- Maintained accurate financial records, processed payments, and reconciled daily transactions
- Provided concierge services, including excursion bookings and onboard activity coordination
- Collaborated with housekeeping and dining teams to ensure seamless guest experiences
- Assisted in night-shift operations, maintaining service quality during overnight hours
- Provided support to guests with check-in and check-out procedures.
- Maintained up-to-date knowledge of hotel services, features and local attractions and activities.
- Reviewed daily reports on occupancy levels, rate of rooms sold and revenue totals.
- Developed training plans for new hires or existing employees needing additional instruction in certain areas.
- Coordinated with other departments to ensure smooth operations of the front desk area.
- Assisted guests with inquiries and requests.
- Supervised daily operations at the front desk including check-ins and checkouts, reservations.
- Generated reports detailing daily actions, guest numbers, accounting expenses and income and room service usage.
- Worked with room service, housekeeping, maintenance and security to meet all guest needs.
- Coordinated room assignments, taking into account guest preferences and special requests.
- Balanced accounts and conducted nightly audits to maintain PCI compliance and reporting standards.
- Responded to guest reviews on TripAdvisor, Booking.com and other websites typically within 48 hours.
- Anticipated guests' needs ahead of time and responded to requests efficiently.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Tracked inventory of supplies needed for the front desk area.
- Greeted and welcomed guests in a friendly, professional manner.
- Managed customer complaints and rectified issues to complete satisfaction.
- Completed financial audits on scheduled basis.
- Maintained important files, running reports and delivering updates on occupancy and revenue.
- Reviewed safety, health, and sanitation processes throughout areas and enforced rules to promote security and safety.
- Developed lasting relationships with guests that built loyalty and drove hotel revenue.
Catering Teller
KFC Restaurant
Victoria Falls, Matebeleland
10.2016 - 11.2018
- Completed end-of-day revenue reconciliation and paperwork.
Boosted sales objectives through tailored product suggestions to clients.
Handled customer orders to ensure smooth service.
Managed customer concerns promptly and efficiently.
Greeted customers in the lobby.
Maintained polite communication to guarantee positive customer experiences.
Maintained cleanliness of lobby facilities including tables and seating.
Reservation Associate
Matobo Hills Lodge
Bulawayo, Matebeleland
08.2014 - 01.2016
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Worked closely with front desk to achieve full occupancy of property.
- Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
PROTOCOL OFFICER
AUSC REGION 12 YOUTH GAMES
Bulawayo, Matebeleland
01.2013 - 01.2013
- Coordinated delegate reception and arrival processes.
Developed, coordinated and monitored Protocol activities to ensure compliance with established policies.
Coordinated event logistics, including venue selection, catering, and transportation.
Managed calendars meticulously.
Led delegates to scheduled destinations while fulfilling assigned responsibilities.
Education
Diploma - Hospitality Management
Allison
10.2023
Associate of Applied Science - Applied Chemical Technology
Bulawayo Polytechnic College
Bulawayo12-2016
Skills
- Guest Relations
- Administration
- Multilingual Communication
- Crisis Management
- Team Collaboration
- Customer relationship management
- Generating reports
- Guest engagement strategies
- Front office support
- Team Training
- Customer service standards
- Concierge services
- Exceptional communication
- Team management
Certification
South African wine level 2 Certification, Sommelier Academy, 2025
Timeline
Guest Services Supervisor
The Victoria Falls Hotel
12.2018 - Current
Catering Teller
KFC Restaurant
10.2016 - 11.2018
Reservation Associate
Matobo Hills Lodge
08.2014 - 01.2016
PROTOCOL OFFICER
AUSC REGION 12 YOUTH GAMES
01.2013 - 01.2013
Diploma - Hospitality Management
Allison
Associate of Applied Science - Applied Chemical Technology
Bulawayo Polytechnic College
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