Lorraine SMART
Seaford Rise,SA
Summary
Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality
Organized Office Manager with noted experience in administrative management. Prioritize projects and multitask effectively to achieve project goals
Hardworking and passionate job seeker with strong organizational skills
Overview
27
27
years of professional experience
Work History
Reception Manager
Linh Chi Nails & Beauty
01.2021 - 05.2023
- Oversaw appointment scheduling for clients
- Maintained detailed records of clients
- Offered advice and assistance to clients, paying attention to special needs or wants.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Handled all incoming calls efficiently
- Enhanced client satisfaction by promptly addressing concerns and providing accurate information.
- Actively listened to clients, handled concerns quickly
- Responded to client requests for products, services, and treatments available
- Recommended, selected and helped locate and obtain out-of-stock product based on clients requests.
- Trained new personnel regarding company operations, policies and services.
- Followed up with clients about resolved issues to maintain high standards of customer service.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Developed and updated databases to handle client data.
- Developed strong product knowledge to provide informed recommendations based on individual client needs.
- Delivered prompt service to prioritize clients needs.
- Answered constant flow of customer calls with minimal wait times.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Promptly responded to inquiries and requests from prospective customers.
Day Spa Manager
Linh Chi Day Spa
10.2019 - 01.2021
- Streamlined booking process with an easy-to-use online system, resulting in improved appointment management and reduced noshows
- Handled all incoming calls efficiently
- Inspected salon stock, identifying shortages, replenishing items and maintaining consistent spa inventory.
- Handled high priority clients while managing day-to-day activities of spa and employees
- Managed daily operations for smooth functioning, ensuring a clean, safe, and welcoming environment for clients.
- Conducted regular staff meetings, informing team members of new spa services and policies.
- Enhanced customer satisfaction by implementing personalized treatment plans and delivering exceptional service.
- Oversaw calendar to manage team schedule and keep shifts appropriately staffed.
- Recorded product sales into spa's weekly income report.
- Ensured compliance with state regulations for licensing, sanitation, facility maintenance, and safety protocols.
- Maintained detailed records of client preferences to provide personalized experiences during each visit.
- Recommended spa treatments and services, boosting sales and bringing in new clientele.
- Greeted spa guests warmly to create positive first impression of establishment.
- Utilized promotions, print and digital marketing to attract new clients.
- Worked well in a team setting, providing support and guidance.
- Skilled at working independently and collaboratively in a team environment.
- Managed time efficiently in order to complete all tasks within deadlines.
Owner/Manager/Beauty Therapist
Ruby's Hair & Beauty
11.2010 - 10.2019
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Monitored market conditions to set accurate product pricing
- Evaluated industry competition regularly to maintain a competitive advantage in the marketplace.
- Trained and developed team members
- Implemented marketing strategies to increase brand awareness and attract new clients
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Organized and attended trade shows and special events to showcase products, network with other businesses and attract new customers.
- Mentored staff members on best practices in customer service and sales techniques, leading to increased performance levels.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Maintained a clean and hygienic work environment, adhering to strict sanitation guidelines for client safety.
- Educated clients about products and self-maintenance for healthy hair based on needs and preferences.
- Scheduled customer appointments and rearranged individual time slots to meet demand.
- Streamlined salon operations by implementing effective organizational systems that improved overall efficiency and service quality.
- Used social media platforms to promote salon and services.
- Helped customers feel relaxed and comfortable through conversation and personal relatability.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Provided pre- and post-service consultations to accurately assess clients' needs.
- Enhanced client relationships through excellent customer service and effective communication skills.
- Performed a variety of beauty treatments, including facials, massages, and waxing, for optimal client results.
- Developed customized treatment plans based on thorough consultations with clients regarding their skincare concerns and goals.
- Ensured seamless front desk operations by handling phone inquiries, appointment bookings, payment processing, and record-keeping effectively.
- Answered phone calls and emails to schedule client appointments.
- Evaluated client needs and recommended treatments and strategy to achieve desired results
Front Office Manager
McLarens On The Lake
01.2001 - 08.2005
- Communicated corporate objectives to various divisions to meet deadlines and adhere to company budgets.
- Managed daily room inventory to maximize occupancy rates and revenue generation.
- Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Created, prepared, and delivered reports to various departments.
- Assisted sales department in upselling hotel services, increasing revenue through upgrades and add-on packages.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Updated guests'' profiles systematically incorporating preferences and feedback for providing personalized experiences during future visits.
- Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns.
- Coordinated special events bookings with event planning teams for smooth execution of functions held at the hotel premises.
- Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
Reservations Manager /Front Office Manager
Paradise Wirrina Resort
09.1996 - 08.2000
- Provided customers with information about availability and pricing.
- Handled reservations and answered questions from interested guests for busy resort accommodation including hotel, rooms, condos and houses
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Assisted front office staff in managing walk-ins or last-minute changes during peak periods, maintaining smooth operations and guest satisfaction levels.
- Participated in industry events or networking opportunities to build relationships with travel partners or industry professionals for referral business generation purposes.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Handled billing information over phone.
- Negotiated contracts with corporate clients for preferred rates or allotments, strengthening partnerships and generating additional revenue streams.
- Developed policies and procedures for the reservations department, ensuring consistency and adherence to brand standards.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Maintained strong relationships with key clients, resulting in repeat business and increased bookings.
- Managed team of reservation agents, ensuring high-quality service and accurate bookings.
- Worked closely with front desk to achieve full occupancy of property.
- Collaborated with sales and marketing teams to optimize revenue through strategic pricing strategies.
Education
Expert Professional Skin Therapist -
Dermalogica
Glasgow, Scotland, UK08.2015
National Diploma - Beauty Therapist
Fife College
Fife, Scotland, UK06.2011
Skills
- Planning and Prioritization
- Business Administration
- Electronic Filing Systems
- Staff Training and Development
- Greeting and Seating Clients
- Database Administration
- Active Listening
- Scheduling
- Records and Database Management
- Data entry proficiency
- Guest Relations
- Marketing and Promotions
Timeline
Reception Manager
Linh Chi Nails & Beauty
01.2021 - 05.2023
Day Spa Manager
Linh Chi Day Spa
10.2019 - 01.2021
Owner/Manager/Beauty Therapist
Ruby's Hair & Beauty
11.2010 - 10.2019
Front Office Manager
McLarens On The Lake
01.2001 - 08.2005
Reservations Manager /Front Office Manager
Paradise Wirrina Resort
09.1996 - 08.2000
Expert Professional Skin Therapist -
Dermalogica
National Diploma - Beauty Therapist
Fife College
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