Lovenia Chawora

Fairmont Hotel

Aug 2023 – Feb 2024

Abu Dhabi

Guest Relations Consultant

Developing strategies to enhance guest satisfaction, loyalty and engagement. -Events management, assisting and organising promotional events within the hotel, group functions, checking and inspecting the availability of hotel facilities for training, seminars and conference bookings. -Guest recovery, following up consistently reviewing guest feedback to identify and resolve issues. -Maintaining data analytics by keeping accurate records of client feedback and records of action taken to address complaints and any negative feedback on Booking.com and Trip Advisor. -Compiling Guest Satisfaction Survey (GSS) reports based on feedback from guests from several platforms including Trip Advisor, Booking.com, Expedia, Google and Trust You as well as coming up with resolutions and process improvements inorder to improve guest experience. -Collaborating with Sales and Marketing teams on social media marketing campaigns using feedback from guest experience and feedback.

Bowmans

Aug 2014 – May 2023

Durban/ South Africa

Business Development Manager

-Client maintenance and new business assisting the lawyers and BD team in compiling client lists relevant to events and high-level CRM activities. -Data quality maintenance -assisting with the planning, monitoring, customization and configuration of the CRM database. -Drive team of ten on brand awareness, understanding customer utility, improving service provision and customer retention. -Supervising accurate data entry lists to be submitted to the Marketing team for the execution of effective marketing campaigns. Maintain up to date client records in Inter-Action CRM. -Supervising data entry lists to be submitted to the Marketing team for the execution of effective marketing campaigns. Maintain up to date client records on Inter-Action CRM. -Actively support the Human Resources team in performance reviews, assisting in the interview process between clients and candidates. -Organized and hosting annual and quarterly events (Partners Conferences and Annual In-Person Cocktail events, seminars, client engagement and client liaison during consultations, corporate events or networking events. Suggest improvements in business strategies based on client feedback. -Monitoring leads on the firm’s social media platforms, creating engaging high-quality content, tracking the social media metrics including reach engagement, conversion rates and customer sentiment

Van Velden Pike

Nov 2009 – Jul 2014

Durban/ South Africa

Marketing & Communications Intern

Maintaining constant communication with clients and effective communication channels both horizontally and vertically within the organization. -Manage social media communication and campaigns -Cover events, sending out email invitations for events and booking venues. -Branding & Marketing Report Analysis – help analyze the performance of the brand and competition. -Facilitated monthly meetings and Partner conferences as well as their logistics, including preparing materials and refreshments, scheduling with Partners and making facilities ready.

Skills