Kellie Ann Muir

Highly experienced customer service and management professional with over 20 years' experience working in busy, customer-focused environments. Strong background in reception, administration, staff coordination, recruitment, bookings, sales support, complaint resolution and event coordination. Confident communicating with customers, colleagues and senior management, with excellent organisational skills and the ability to remain calm and professional under pressure.

Now looking to bring these highly transferable skills into an office administration, reception or customer service role and build a new career outside hospitality.

Front of House Manager - South Lakes Hotels - Lake District

(2020-04 - 2024-01)

• Managed the reception and front-of-house operation within a busy hotel environment.
• Supervised staff, delegated duties, managed shifts and produced weekly rotas.
• Assisted with recruitment and selection of staff and supported team development.
• Handled customer enquiries and complaints, resolving issues professionally and maintaining excellent service standards.
• Managed conference, event and wedding enquiries from initial contact through to delivery, coordinating closely with customers and suppliers.
• Managed online accommodation advertising and worked towards maximising occupancy and achieving sales targets.
• Worked closely with the General Manager on the effective day-to-day running of the business.
• Assisted the accounts department with sales ledger control and administration.
• Maintained accurate information and prioritised multiple tasks in a fast-paced environment.

Reception Manager - Crosbie Cedars Hotel - Republic of Ireland

(2015-12 - 2020-04)

• Managed reception operations and supervised front-of-house staff.
• Handled reservations, customer enquiries and day-to-day administrative duties.
• Dealt confidently with customer complaints and requests, finding appropriate solutions.
• Supported staff training and ensured smooth daily operation of the reception team.
• Maintained high standards of professionalism, organisation and customer service.

Assistant Manager - Atlantique Hotel - Guernsey

(2002-09 - 2015-12)

• Supported the General Manager with daily business operations and administration.
• Supervised staff, assisted with training and maintained high service standards.
• Handled customer enquiries and complaints and supported reception and booking functions.

Assistant Manager - Portelet Hotel - Jersey

(1999-04 - 2002-09)

• Supported management with daily operations, reception and customer service.
• Supervised staff and assisted with training and administration.
• Handled customer enquiries and helped ensure efficient day-to-day operations.

HND - Hotel and Management - Newcastle University

Catering and Hospitality Level 1 & 2 - Derwentside College

GCSE - English A, English Literature B, Geography C, Mathematics D