Lachelle. D. Handfield
Providenciales
Summary
Productive Front Office Manager with excellent skills in customer service, office management and administrative support. Remains professional and tactful in all situations with focus on increasing satisfaction and retention. Versed in managing vendor and service provider relationships while maintaining meticulous records.
Overview
7
7
years of professional experience
Work History
Assistant Guest Experience Manager
The Rock House Resort
08.2022 - Current
- Motivated and rewarded employees to improve engagement.
- Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
- Oversaw regulated greeting and internal processing of guests upon arrival.
- Orchestrated temporary storage and delivery of luggage items for guests upon request.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Coached and developed associates to improve soft skills and recovery techniques.
- Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
Assistant Front Office Manager
Wymara Resort
10.2020 - 08.2022
- Served as floating manager-on-duty, MOD, to cover shift shortage.
- Resolving guest issues and complaints on time
- Coached employees through day-to-day work and complex problems.
- Interacted with customers by phone, email, or in-person to provide information.
- Supervised payroll corrections for accuracy and duplications.
- Performing and delegating various task, making or confirming guest room/dining reservations
- Responsible for overnight audit process and accounting functions of several reports
- Ensure Front Desk is tidy and has all necessary stationery and material
- Allocate tasks and assignments to subordinates and monitor performances
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Monitored customer service trends and provided insights to management team for further improvement.
Office Manager
Provo Shipping Agency
01.2018 - 01.2019
- Point person for maintenance, mailing, shipping, supplies, equipment bills and errands
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Manage relationship with vendors, service providers and landlord, ensuring that all items are invoiced and paid on time
- Maintained computer and physical filing systems.
- Updated reports, managed accounts, and generated reports for company database.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Managed office operations while scheduling appointments for department managers.
- Coordinate with IT department on all office equipment
- Created, maintained and updated filing systems for paper and electronic documents.
Property Manager/Concierge
The Palms
01.2017 - 01.2018
- Plan itinerary/activities and reservations in advance for arriving members
- Respond to communication from members, the Company, and its affiliates, within 24 hrs.
- Concierge will visit residence and ensure everything is in condition according to rules of Exclusive Resort
- Conduct tours of unit as representative of Exclusive Resort for prospective members
- Supervises property management of staff to ensure all aspects of home are always working
- Synchronizes all weekly meetings with onsite property manager
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
Education
Communications & Info TechnologyMajor Broadcast Journalism
Macon State College
2005
Skills
- File and Data Retrieval Systems
- Policy and Procedure Modification
- Training and Development
- Senior Leadership Support
- Workflow Processes
- Staff Supervision
- Effective Planning
- Guest Service and Assistance
Timeline
Assistant Guest Experience Manager
The Rock House Resort
08.2022 - Current
Assistant Front Office Manager
Wymara Resort
10.2020 - 08.2022
Office Manager
Provo Shipping Agency
01.2018 - 01.2019
Property Manager/Concierge
The Palms
01.2017 - 01.2018
Communications & Info TechnologyMajor Broadcast Journalism
Macon State College
Similar Profiles
Almando RigbyAlmando Rigby
Director of Rooms at Rock House ResortDirector of Rooms at Rock House Resort
Maxwell SolomonMaxwell Solomon
Front Desk at House on the Rock ResortFront Desk at House on the Rock Resort
Brian JacksonBrian Jackson
Back Server at T-Bones Chophouse- Red Rock Resort and CasinoBack Server at T-Bones Chophouse- Red Rock Resort and Casino