Clarke - General Manager Assistant - White River, MP, South Africa

Lorraine Clarke

White River, MP, South Africa

Summary

I started in Tourism because I am passionate about people; making a difference in their lives; meeting new people and customer service.
I have worked all departments in tourism; starting from reception; then reservations; then onto back office; Front Office Manager; HR and payroll Manager; Housekeeping Manager; Rooms Division Manager; Sales & Marketing Manager; Banqueting; F & B; Chef; Executive Housekeeper; Assistant GM.....

I take ownership of what I do; having worked all departments not only did it give me the experience but the understanding on how to resolve the situation; how to assist and train a staff member.
Why so many positions? I enjoy helping others; enjoy challenges and enjoy learning!.

Been a Mother; "Health & Safety" is a priority not only in my household but also in the work environment;
Fairness; training and skill development makes a difference in all lives;
Been the Chair Person for both Healthy & Safety as well as the Employment Equity enabled me to use my skill of "Attention to Detail".

Been passionate about people; ready to assist where I can; makes my skill as Level 2 First Aider even more rewarding; Saving and assisting a life is one of the many things I am appreciative about in life. Making a difference & been able to assist.

Been able to learn something new everyday from at least 1 person is a reward to be able to pass it onto another.

I classify myself as "Hard working" & "Dedicated" in all I do.

Services

General Manager Assistant

Summary:

Assistant GM means - assist where the GM needs you. Be able to do what others are unable - taking the stress off the GM; Knowing what is entrusted to you is done according to his standards.
Providing the GM peace of mind in his absence! Dedication

Work History

General Management Couple

Bundu Country Lodge

November 2011 - August 2014

Bundu Lodge
Nelspruit / White River
113 Rooms - 247 Beds (290 pax)
7 Conference Venues (780 pax)
2 Wedding Chapels (500 pax)
Type of Company : Game Lodge & Estate.
Period of Employment : 21 November 2011 to present
Responsibilities : Assistant General Manager / Sales & Marketing
- Report to the General Manager
- Assist in all departments where training is needed.
- Debtors control and collections.
- Stock control and budget control for Housekeeping
- Stock control and budget control for Maintenance department
- Stock control and budget control for Administration
- Sales and Marketing for the lodge accommodation; conferences & weddings.
- Assist with Advert designing & advertising.
- Dealing with all Customer queries; satisfaction; service and complaints
- Interaction of Rates control, and negotiations with Tour Operators and Travel Agents.
- Set up & monitored all advertising on internet & websites.
- Managing Sales and Marketing – attending trade shows and functions.
- Managed; Monitored & completed all documentation with regards to the EE Act
- Managed; Monitored & completed all documentation with regards to the OHS Act
- Chair person of the Operational Health and Safety (OHS)
Chair person of the Employment Equity (EE)

General Management Couple

Rallystar Motorsport Academy

July 2011 - November 2011

Sales & Marketing
General management ; stock control & purchasing at Clubhouse
Hosting

General Management Couple

Bundu Lodge

November 2011 - August 2014

General Management Couple at Bundu Lodge

Marketing; Sponsorship & Relations

Rallystar Motorsport Academy

July 2011 - November 2011

Marketing; Sponsorship & Relations

Deputy General Manager

July 2011 - November 2011

Rallystar Motorsport Academy Motorsport Training Academy
Bapsfontein / Benoni
Gauteng
Duties:
Managing Clubhouse & premises; Stock control & sales of club house;
Hosting & assisting self-drive experiences for the public.
Hosting Race sprints & Hot-seat experiences for the public.
Reason for leaving: Unpleasant owner; was reoffered a position at Bundu Lodge.

General Management Couple

Bundu Country Lodge - White River

March 2009 - June 2011

Assistant General Manager / Sales & Marketing
- Report to the General Manager
- Assist in all departments where training is needed.
- Buyer for Housekeeping department
- Executive House keeper
- Upgrading and maintaining rooms standards
- Stock control and budgeting for Housekeeping
- Sales and Marketing for the lodge accommodation; conferences & weddings.
- Negotiation – Sales and Marketing & House Keeping
- Dealing with all Customer queries; satisfaction; service and complaints
- Interaction of Rates control, and negotiations with Tour Operators and Travel Agents.
- Set up & Monitored all advertising & Marketing both radio; newspapers; internet & websites.
- Managing Sales and Marketing – attending trade shows and functions.
- Managed; Monitored & completed all documentation with regards to the EE Act
- Managed; Monitored & completed all documentation with regards to the OHS Act
- Chair person of the Operational Health and Safety (OHS)
- Chair person of the Employment Equity (EE)

Marketing Manager

Bundu Lodge

March 2009 - March 2011

Marketing Manager
Executive House Keeper

Relief Manager / Sales & Marketing Manager

March 2009 - March 2011

Bundu Lodge
Nelspruit / White River 112 Rooms - 241 Beds (297 pax)
7 Conference Venues (780 pax) 2 Wedding Chapels (500 pax)
Duties included:
Report to the General Manager; Sales and Marketing for the lodge accommodation; conferences & weddings.
Assist with Advert designing & advertising. Assisting GM with all Customer queries; satisfaction; service and complaints. Set up & monitored all vacancies available within company on the internet.
Interaction of Rates control, and negotiations with Tour Operators and Travel Agents.
Set up & monitored all advertising on internet & websites. Managing Sales and Marketing - attending trade shows and functions.
Relief manager for Conferences & Banqueting - Emails; Sales; quotations; Invoicing; Agendas; Set-up; External
Hiring; Direct Bank deposits; payment allocations & Debtors.
Relief manager for Finance - Daily stats reports; HR; UI-19completions; Workman Compensation reports.
Relief Manager for Front Office - Oversee Receptionist x 5; reservations; check ins & Out's; Debtors; Sales;
Quotations; Invoicing; Switchboard; Customer queries & Complaints. HR and Training; Cash ups & Banking
Relief Manager for House Keeping - In charge of 3 laundry ladies & 22 room attendants; stock issues; returns &
control; Stock purchasing of room amenities; laundry equipment and cleaning chemicals; washing; ironing and stock
control of restaurant and room linen. Maintenance of laundry equipment and machinery; Room Maintenance and repairs; HR and Training.
Chair person of the Operational Health and Safety & Employment Equity (EE)
Company's Level 2 First Aider.
Reason for Leaving: Was offered a Business proposition that never developed

General Management Couple

Ubizane Wildlife Reserve - Hluhluwe

September 2005 - February 2009

Assistant GM
Managed Housekeeping department
- Stock control and purchases for Housekeeping
- Budget control for Housekeeping
- Managed Tree Lodge Housekeeping - 24 rooms & 8 staff members
- Managed Safari Lodge Housekeeping – 20 rooms & 3 staff members
- Managed Laundry – 3 staff members
- Payroll Administrator for 80 staff monthly
- HR for 80 staff members
- Processed all staff leave applications; medical aid and provident fund
- Annual UIF & IT3 returns to SARS
- Monthly UIF; PAYE & SDL reconciliation and payments
- Processed all invoices and payments – creditors
- Processed all invoices and payments – debtors
- Credit Collector for Ubizane Wildlife Reserve
- Debtors report to GM & OP’s manager twice monthly
- Manage over Front office and Reservations.
- Assistant GM – relieved when GM was away.
- Managed; Monitored & completed all documentation with regards to the EE Act
- Chair Person for Operations Health and Safety.

Assistant GM & HR

Ubizane Wildlife Reserve

September 2005 - February 2009

Assistant GM
HR & Payroll
Credit Controller
Executive HouseKeeper

Chair person

Operational Health and Safety

Up to August 2014

Committee member & Representative appointments First Aider training & monitoring
Minute OHS & EE meetings
Record Procedures & Policies
Monitor & record Extractor Fan Cleaning Refrigeration monitoring & registry
Pest Control monitoring & registry External Contractors Mandatory agreement
Chemical Data Sheet Monitory & Registry U.I.F & Workman's Compensation payments
Monthly reports & registry monitoring:
Incident report & investigation
First Aid Box Contents & Treatment Registry
Portable Electrical Equipment Protective Safety gear registry
Fire Fighting Equipment - Fire Hoses & Fire Hydrants registry
Fire Extinguishers Registry - pressure levels & allocations.
Quarterly reports & registry monitoring:
Hazzard report Earth Leakage Registry
Ladder inspection Registry SHE Inspections & Audits

Chair person

Employment Equity

Up to August 2014

Hospitality
Skill development report
Monthly training registry
Monthly staff stats. Monthly staff Remunition stats
Annual EEA2 report completion & submission Annual EEA4 report completion & Submission

FIRST AID - LEVEL 2

Basic principles of First Aid and Safety Levels of Consciousness
Examination of Patient Triage (Emergency Scene Management)
Choking Emergency and Artificial Respiration Cardio Pulmonary Resuscitation (CPR)
Shocks and Fainting Wounds & Bleeding
Burn Wounds Fractures and Spinal injuries
Wound Dressing and Bandages Poisoning; bites and stings.
Medical Condition Anatomy & Physiology
Environmental and Soft Tissue injuries
PROFFESSIONAL EXPERIENCE - Current

Deputy General Manager

September 2005 - February 2009

Ubizane Wildlife Reserve
Hluhluwe 48 Rooms - (122 beds)
1 x Conference Venue ( 200 pax)
1 x Bush Wedding Chapel ( 250 pax)
Duties included:
Assistant GM - relieved when GM was away on conference & Sales and Marketing functions.
Executive Housekeeper: Stock control and purchases for Housekeeping; Budget control for Housekeeping
Managed Tree Lodge Housekeeping - 24 rooms & 8 staff members
Managed Safari Lodge Housekeeping - 20 rooms & 3 staff members
Managed Laundry - 3 staff members
Payroll Administrator for 80 staff monthly - VIP Payroll
HR for 80 staff members: Processed all staff leave applications; medical aid and provident fund.
Annual UIF & IT3 returns to SARS; Monthly UIF; PAYE & SDL reconciliation and payments
Processed all invoices and payments - creditors
Processed all invoices and payments - debtors
Account queries and complaints
Credit Contoller for Ubizane Wildlife Reserve
Debtors report to GM & OP's manager twice monthly
Front office and Reservations Manager Reporting to General manager regarding Administration and reservation
System Administrator - Fidelio
Chair person of the Operational Health and Safety (OHS) - ensuring that all OHS reports; registers and monitoring is done on monthly basis; chairing OHS meetings & minutes. Ensuring that ALL staff members abide to the
OHS act and comply with all rules and regulations.
Chair person of the Employment Equity (EE) - Ensuring that all departments Comply to the EE rules and regulations and that all monthly & annually stat reports are submitted.

Reason for Leaving: Relocated to Nelspruit.

Credit Controller and Debt collecting

Sodwana Bay Lodge Share Block (Pty) Ltd

January 2004 - August 2005

Sodwana Bay
KZN North Coast (600 Beds) - Timeshare Resort
11 x 8 sleeper self catering accommodation 42 Beds lodge accommodation
11 x 6 sleeper self catering accommodation
39 x private owned houses accommodating between 6 - 12 guests
Duties included:
HR for resort staff - VIP Payroll
Processed and wages for 57 African Staff & 6 European staff
Processed and paid wages for all porters
Processed all staff leave applications; medical aid and provident fund
Annual UIF & IT3 returns to SARS
Monthly UIF; PAYE & SDL reconciliation and payments
Processed all invoices and payments - creditors & Debtors
Monthly invoicing of 39 private owned house recoveries; House Levies & Monthly payments
Quaterly invoicing of 1144 time share holders & Levy Collection.
Manager over Front office and reservations - Lodge & Timeshare units
Managed & Paid Rent-a-pool for Timeshare owners
Managed Timeshare units occupancy & rentals
Managed Whole Owners Occupancy & Rentals
Invoicing & Collection of hotel Debtors and travel agents & tour operators
Processing monthly debit orders - Timeshare & Whole Owners
Daily banking; Petty Cash and front office cashier
Data capturing and reconciliation
Stationary orders and stock take
Printing and reconciliation of bank account's statements
Writing cheques and reconciliation of cheque books
Customer queries and complaints
Account queries and complaints
Reporting to General manager regarding Administration and reservation
Monthly Debtors reports to Directors and General manager

Resort Administrator

Sodwana Bay Lodge

June 2002 - August 2005

Resort Administrator and Front Office Manageress – June 2002 to Dec. 2003
Credit Controller and Debt collecting - January 2004 to 31 August 2005.
HR for resort staff
Processed and wages for 57 African Staff & 6 European staff
- Processed and paid wages for all porters
- Processed all staff leave applications; medical aid and provident fund
- Annual UIF & IT3 returns to SARS
- Monthly UIF; PAYE & SDL reconciliation and payments
- Processed all invoices and payments – creditors
- Processed all invoices and payments – debtors
- Monthly invoicing of 39 private owned house recoveries
- Monthly invoicing of 39 private owned house levies
- Monthly collection of 39 private owned houses
- Quaterly invoicing of 1144 time share holders
- Levy collection of 1144 time share holders
- Invoicing & Collection of hotel Debtors and travel agents & tour operators
- Processing monthly debit orders
- Daily banking
- Data capturing and reconciliation
- Petty Cash and front office cashier
- Stationary orders and stock take
- Printing and reconciliation of bank account’s statements
- Writing cheques and reconcillating cheque books
- Manager over Front office and reservations
- Customer queries and complaints
- Account queries and complaints
- Reporting to General manager regarding Administration and reservation
- Monthly Debtors reports to Directors and General manager

Assistant GM

Sodwana Bay Lodge

April 2002 - August 2005

Assistant GM
Credit Controller
Resort Administator

Resort Administrator and Front Office Manageress

June 2002 - December 2003

Assistant GM

Tala Game Reserve

March 2001 - May 2002

Tala Private Game Reserve
(86 beds)
Luxury – rustic accommodation
4 luxury lodges (60 beds)
3 rustic camps (26 beds)
3 Wedding Chapels (800 pax)
5 Conference Venues (20 – 900 pax)
Eston
Natal Midlands
Type of Company : Game Lodge & Nature Reserve
Period of Employment : March 2001 to May 2002.
Responsibilities : Assistant General Manageress
- Manageress over 30 European staff & 10 African staff
- HR Recruiting & training of new staff - Hosting
- In charge of Front office; Housekeeping; Reservations & Conferences
- Housekeeping Purchase and stock control - Tours & game drive.
- Conference Co-ordinator and Hostess – Sales & Marketing

Deputy General Manager

Hospitals and Doctors

March 2001 - May 2002

Children
Need to move out high-risk malaria area - Children.
Deputy General Manager March 2001 to May 2002

Tala Private Game Reserve (86 beds)
Eston Luxury - rustic accommodation
Natal Midlands 4 luxury lodges (60 beds)
3 rustic camps (26 beds) 3 Wedding Chapels (800 pax)
5 Conference Venues (20 - 900 pax)
Duties included:
Manageress over 30 European staff & 10 African staff
HR Recruiting & training of new staff - Hosting
In charge of Front office; Housekeeping; Reservations & Conferences; Housekeeping Purchase and stock control -
Tours & game drive.
Conference Co-ordinator; setup and Hosting.
Sales & Marketing - Rate set up and negotiations
Reason for leaving: Offered a rewarding position at Beach Resort - Sodwana Bay Lodge.

Assistant GM

Gazebo Safari Lodge

March 1999 - March 2001

GAZEBO Safari lodge
8 rooms (16 beds)
4 Stars
HluHluwe
Zululand – KZN. North Coast
Period : April 1999 to March 2001.
Type of Company : Game Lodge
Responsibilities : Assistant General Manageress
- In Charge of Front office – Reservations – Housekeeping – Conferences
- Food & Beverage - HR & Wages - Chef - Buyer
- Financial accounting - Debtors invoicing and collections. – Sales & Marketing

Deputy General Manager

16 Beds

April 1999 - March 2001

Hluhluwe
Kzn North Coast
Duties Included:
Assistant General Manager
Front office - Reservations & invoicing; daily banking & cash up.
Housekeeping - Ensuring rooms are cleaned & maintained daily
Food & Beverage - purchased & stock control; setting up of conferences
HR & Wages
Chef
Sales & Marketing
Reason for leaving: Offered position in a game reserve with room for further development.

Front office Manager

Bushlands Game Lodge

August 1998 - April 1999

Gooderson Leisure Corporation
Bushlands Game Lodge
26 rooms (52 beds)
4 star
HluHluwe
KZN North Coast.
Type of Company : Game Lodge
Period of Employment : August 1998 to April 1999
Responsibilities : Front office manageress - Reservation manageress
Assisted in Housekeeping - Hosting
Waitoring on guest at night - Liasing with Tour operators
Head Reservationist for Gooderson Leisure Corporation:
- Bushlands Game Lodge - 52 Beds
- Dumazulu Lodge - 40 beds
- Tulani Safari lodge - 44 beds
- Dumazulu Cultural show – 3 shows per day + lunch
- Dumazulu snake & crocodile park
- Zululand Tours & Safaris – Guide; organised game drives; tours & transfers

Assisted in Housekeeping

Front Office Manageress

August 1998 - April 1999

Gooderson Leisure Corporation
Bushlands Game Lodge 26 rooms (52 beds)
HluHluwe
KZN North Coast.
Duties Included:
Front office manageress
Assisted in Housekeeping
Hosting & Waitoring on guest at night
Liasing with Tour operators
Head Reservationist for Gooderson Leisure Corporation:
Bushlands Game Lodge - 52 Beds
Dumazulu Lodge - 40 beds
Tulani Safari lodge - 44 beds
Dumazulu Cultural show - 3 shows per day + lunch
Dumazulu snake & crocodile park
Zululand Tours & Safaris - Guide; organised game drives; tours & transfers
Reason for leaving: Director (Rob Deane) passed away from cancer.

Sales Representative

Audio Computer World

January 1997 - June 1998

Audio Computer World
Port Shepstone
KZN – South Coast.
Period of Employment : January 1997 to June 1998.
Type of Company : Computer Sales; services and repairs.
Responsibilities : . Sales representative – Computers; Copiers; printers and fax machines
Reason for leaving : Retrenched.

Front Office Manageress

Bushlands Game Lodge

August 1994 - December 1996

Gooderson Leisure Corporation group
Bushlands Game Lodge and Zululand Tours and safaris
24 rooms (46 beds)
HluHluwe
KZN North Coast
Period : August 1994 to December 1996.
Type of Company : Game Lodge
Responsibilities : Front office manageress - Reservation manageress
Assisted in Housekeeping - Hosting
Waitoring on guest at night - Liasing with Tour operators
Reservations for Gooderson Leisure Corporation:
- Bushlands Game Lodge - 46 Beds
- Dumazulu Cultural show – 3 shows per day + lunch
- Zululand Tours & Safaris – Guide; organised game drives; tours & transfers
Reason for leaving : Wanted to experience the city life – moved to Port Shepstone.

Assisted in Housekeeping

Front Office Manageress

August 1994 - December 1996

Gooderson Leisure Corporation
Bushlands Game Lodge 26 rooms (52 beds)
HluHluwe
KZN North Coast.
Duties Included:
Front office manageress
Assisted in Housekeeping
Hosting & Waitoring on guest at night
Liasing with Tour operators
Head Reservationist for Gooderson Leisure Corporation:
Bushlands Game Lodge - 52 Beds
Dumazulu Lodge - 40 beds
Tulani Safari lodge - 44 beds
Dumazulu Cultural show - 3 shows per day + lunch
Dumazulu snake & crocodile park
Zululand Tours & Safaris - Guide; organised game drives; tours & transfers
Reason for leaving: wanted to experience the city life - moved to Port Shepstone.

Receptionist / Reservationist

Sisilana Hotel

December 1992 - July 1994

12 rooms (24 beds)
Hluhluwe
KZN North Coast.

Duties Included:
Reservations - Handling all bookings for lodge as well as contractors camp.
Reception - Checking in / out of guest; invoicing; daily banking & cash up.
F & B - Assisted in the kitchen at lunch time when chef took a break. Served light meals & pub lunches
Hosting - In evening after office closed had to manage restaurant and host guest; once the restaurant had closed had to assist in the bar till closing.
Reason for leaving: Offered more rewarding position at Bushlands Game lodge.

National Switchboard Operator

Durban Trunk Exchange

January 1990 - October 1992

Main Telephone exchange
Main Durban Telephone Exchange
Pine Street
Durban
Duties Included;
National Switchboard operator.
National Farm line exchange calls;
National Telephone Equiries
National Emergency calls
National Collect-calls
National Fault reporting
Managed; monitored & reported all calls on Manual Farm lines;
manual switchboard; Electronic switchboard & computerised Switchboard Operator
Relieved floor supervisor as well as switchboard operators
Reason for leaving: Got married and moved with my husband to Hluhluwe

Relief Manager / Rooms Division Manager

Hospitality

Bundu Lodge
Nelspruit / White River 112 Rooms - 241 Beds (297 pax)
7 Conference Venues (780 pax)
2 Wedding Chapels (500 pax)
Duties included:
Report to the General Manager
Relief manager for Conferences & Banqueting - Emails; Sales; quotations; Invoicing; Agendas; Set-up; External
Hiring; Direct Bank deposits; payment allocations & Debtors.
Relief manager for Finance - Daily stats reports; HR; UI-19completions; Workman Compensation reports.
Relief Manager for Administration - Banking; Petty cash & Float; EFT payments & Releases; Daily Cash up reconciliation; PA to Director; Emails; Complaint's & queries. Handling Company Cash. Daily cash orders & purchases.
Department stionary orders & purchases
Relief Manager for Front Office - Oversee Receptionist x 5; reservations; check in's & Out's; Debtors; Sales;
Quotations; Invoicing; Switchboard; Customer queries & Complaints. HR and Training; Cash ups & Banking
Relief Manager for House Keeping / Rooms Division Manager - In charge of 3 laundry ladies & 22 room
attendants; stock issues; returns & control; Stock purchasing of room amenities; laundry equipment and cleaning
chemicals; washing; ironing and stock control of restaurant and room linen. Maintenance of laundry equipment and machinery; Room Maintenance and repairs; HR and Training.
Assist GM with maintenance in rooms;
Assist in all departments where training is needed; OHS & EE.
Debtors control and collections.
Stock control and budget control for Housekeeping

Qualifications & Certifications

First Aid Level 2

First Aid Level 2

Hotel Management & Operations

Cambridge International College

International Diploma

Cambridge College

Hotel Management and Operations

Cambridge International College

Matriculated - 1989

Queensburgh Girls High School

Queensburgh Girls' High School

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