Claudette Lajoie
Baie Lazare
Summary
Proficient, detailed individual with proven experience in both front office operations and commercial. Focused on delivering unparalleled support to staff, colleagues and customers. Collaborate with team members to direct efficient operations based on trust and open communication. Performance-oriented and well-organized, with in-depth understanding of financial and operational processes.
Overview
7
7
years of professional experience
Work History
Cluster Social Events & Weddings Executive
Mango House Seychelles, LXR Hotels & Resort & Canopy By Hilton
09.2023 - Current
- Collaborated closely with in-house or external creative agencies to design marketing materials such as brochures and adverts.
- Initiated conversations with partners from Government offices and Private Agencies to identify new opportunities and relationships to drive business.
- Worked with director of Sales on direct market research, competitor analysis, customer service and retention monitoring processes and initiatives.
- Increased revenue by implementing effective sales strategies in sales cycle process.
- Directed sales support staff in administrative tasks to help sales reps close deals.
- Generated ideas to enhance and expand current event offerings.
- Managed administrative logistics of events planning, event booking, and event promotions.
Assistant Front Office Manager
Mango House Seychelles, LXR Hotels & Resorts
06.2022 - 08.2023
- Ensuring that team members are knowledgeable pertaining to hotel products, service facilities, events, pricing, policies and knowledge of the local area
- Introduce Upselling Guidelines and tactics to the team to maximize revenue
- Ensuring the correct SOP is being used
- Monitor department financial related tasks and handle any rising issues
- Ensure Team Members receives the necessary training and refreshers
- Assist in general management of all front office operations and guest journey, pre-arrival communiques, guest experience, registrations (check-in check-out) and Room inventory
- Attending and resolving guest complaints
- Revamping department collaterals
- Conduct trainings with the joiners on front office operations and night auditing
Guest Experience Manager (Pre-Opening)
Mango House Seychelles, LXR Hotels & Resorts
03.2021 - 06.2022
- Curating different activity ideas for Guest Experience purposes which aligns with property's concept
- Attending interview and identifying Potential candidates
- Conduct live trainings and site inspection with suppliers to raise awareness
- Creating Standard Operating Procedures based on brand guidelines, requirements and property identity
- Creating Team Member checklist according to Standard Operating Procedures
- Conducting training with Team Members using Standard Operating Procedures and checklist
- Lead brainstorming sessions to generate ideas to enhance guest experience
- Issuing and Reviewing of contracts for third party suppliers
- Attending to guest inquiries and offering recommendations
- Design and update Activity Brochure
- Reply and attend to guest feedbacks and reviews from different platforms
- Assigned task and supervised team members performance across front office
- Setting up Empowerment Guidelines for Team Members.
Sales & Marketing Executive (Pre-Opening)
Mango House Seychelles, LXR Hotels & Resorts
12.2020 - 03.2021
- Assist with editing and creating of contracts
- Handle Tenders for Transportation and other activities for Guest Experience Purposes.
- Identifying key markets and booking trends.
- Identifying our competitors based on our concept, and and compile reports for comparison.
- Conducts training about property to Travel Agency and Suppliers.
- Assist with Poster and Banner designing.
- Assist in Decision making upon choosing collateral materials.
- Compile and identify suppliers and partners which matches property identity and concept.
- Launch and update content on Online Booking Platforms (e.g. Expedia, Booking.com).
- Assist with recruitment for front office.
Sales & Marketing Coordinator
Creole Travel Services
08.2018 - 09.2020
- Coordinator for sales and marketing functions for Italian, Middle East, Israel, Spanish, Portuguese, Asian, Online, South American, Russian, Ukrainian, Eastern European and CIS market.
- Push sales through company’s B2B booking portal to achieve profitable growth and revenue.
- Maintain over 200 Tour Operators accounts and consistently building ongoing relationships to strengthen partnership with local suppliers and international partners.
- Assisting PR manager with distributions and organizing events.
- Conduct training on destination with Tour Operators to raise awareness.
- Meet with Sales Manager to discuss new strategies.
- Draw and compile reports about properties that are in company’s portfolio.
- Assess and discover how to increase sales/revenue, what certain markets requires.
- Assist head of sales with Annual leave planning.
- Organize and conduct trainings with my marketing colleagues for our reservations system.
- Assist PR with ideas for branding.
- Assisted Marketing Managers in all functions and activities.
- Developing assigned markets to increase revenue and exceeded yearly targets,
Reservation Agent
Creole Travel Services
06.2016 - 07.2018
- Liaise with local and international suppliers.
- Organize guest stay as per their demands and advise them of which services will be suitable for their budget.
- Assist suppliers with more tailor made and personalized service.
- Check our B2B platform for bookings.
- Construct detailed itinerary.
- Input and process bookings in our reservation.
- Provided customers with information about availability and pricing.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
Education
Business Administration
Atlantic International University
Online06.2025
Hospitality Administration And Management
Essec Business School
Online10.2023
Tourism
Seychelles Tourism Academy
Seychelles04.2016
International Tourism
City & Guilds
Seychelles04.2016
Skills
- Staff Supervision
- Customer Relations
- Compliance Requirements
- Senior Leadership Support
- Front Office Management
- Organization and Planning
- Business Correspondence
- Administrative Office Operations
- Policy and Procedure Modification
- Database Administration
- Statistical Data Gathering
- Operational Reporting
Languages
Creole, English, French
Native language
References
Ms. Amanda Lang
Cluster Director of Sales - Hilton Seychelles
T: +2482526777
Ms. Valentine Gasparri
Operations Manager - Hilton Taghazout Morocco
T: +212777323201 (reachable via whatsapp)
Ms. Brigitte Mein
Quality Manager - Waldorf Astoria Platte Island
T: +2482660626
Timeline
Cluster Social Events & Weddings Executive
Mango House Seychelles, LXR Hotels & Resort & Canopy By Hilton
09.2023 - Current
Assistant Front Office Manager
Mango House Seychelles, LXR Hotels & Resorts
06.2022 - 08.2023
Guest Experience Manager (Pre-Opening)
Mango House Seychelles, LXR Hotels & Resorts
03.2021 - 06.2022
Sales & Marketing Executive (Pre-Opening)
Mango House Seychelles, LXR Hotels & Resorts
12.2020 - 03.2021
Sales & Marketing Coordinator
Creole Travel Services
08.2018 - 09.2020
Reservation Agent
Creole Travel Services
06.2016 - 07.2018
Business Administration
Atlantic International University
Hospitality Administration And Management
Essec Business School
Tourism
Seychelles Tourism Academy
International Tourism
City & Guilds
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