Jordan Burns

Front Office and Customer Service professional with five years experience delivering exceptional guest experiences across luxury hotels and international hospitality brands. Experienced using Opera PMS to manage reservations, check ins, check outs and guest accounts while maintaining exceptional customer satisfaction in fast paced environments. Recognised with Employee of the Month on three occasions and frequently mentioned in positive guest reviews for delivering outstanding service, resolving complex guest issues and creating memorable customer experiences.

Trusted to work independently, manage competing priorities and consistently represent hotel brands to the highest professional standard.

Front Office Receptionist at Carlton George Hotel (2025-10 – Present)

Deliver professional front desk service for guests throughout the complete customer journey from arrival to departure.

• Manage reservations, amendments and cancellations using Opera PMS while maintaining accurate guest records.
• Resolve guest enquiries and complaints quickly, protecting guest satisfaction and hotel reputation.
• Process guest payments accurately while maintaining compliance with hotel procedures.
• Frequently recognised within online guest reviews for delivering exceptional customer service.
• Improved guest satisfaction by resolving customer concerns promptly while maintaining a professional service standard.
• Managed high volumes of reservations and enquiries using Opera PMS, ensuring efficient front office operations.

Guest Services Assistant at Holiday Inn Express (2025-03 – 2025-10)

• Welcomed guests and completed efficient check-in and check-out procedures.
• Responded to telephone and email enquiries professionally.
• Worked collaboratively with housekeeping to maintain guest satisfaction.
• Supported reception during busy operational periods.
• Consistently delivered excellent customer service in a fast-paced hotel environment.
• Assisted guests throughout their stay, contributing to consistently positive guest experiences.
• Supported multiple hotel departments to maintain smooth daily operations.

Hospitality Assistant at Stirling Highland Hotel (2023 – 2025)

• Delivered breakfast, evening dining and bar service while maintaining exceptional customer care.
• Assisted reception during peak periods.
• Maintained high standards of cleanliness and health & safety.
• Handled guest requests efficiently while working across multiple departments.
• Demonstrated reliability while regularly working overnight shifts.
• Built strong relationships with guests, contributing to positive customer feedback.

Hospitality Team Member at Premier Inn (2020 – 2022)

• Delivered excellent customer service.
• Prepared rooms and public areas to company standards.
• Worked collaboratively across departments to ensure excellent service.