Duty Manager - Coombe Abbey Hotel
(2022-08)
This hotel holds 121 bedchambers, with 11 private event spaces; holding from 6 to 450 people. Along with the Garden Restaurant which serves Afternoon Tea and Dinner daily.
- Overseeing the days business by analysing the event and guests needs, communicating any specific requests and foreseeing any operational issues. Also, working alongside relevant departments to ensure smooth operation of service.
- Being the main point of contact for any guests complaints during their visit, or via phone/email after. Working with the guests to come to a comfortable conclusion and ensuring optimal satisfaction.
- Managing over 200 employees, building confident connections with all Head of Departments (HOD) and colleagues over the site. Being the main contact when HOD's are not present, providing guidance and assistance about matters from the operation to HR and payroll enquiries or issues.
- Assist in the Health and Safety Compliance throughout the sites. Actioning daily check lists, logging first aid incidents and investigating alleged food poisoning cases.
- Having a full comprehensive understanding of each service, ranging from the running of an event, checking a guest in, to the servicing of a bedchamber. Lending this knowledge on a day to day basis, by assisting when challenges arise; including staff sickness and high levels of business.
Reception Manager - Mallory Court Country House Hotel and Spa
(2016-07 - 2022-08)
This hotel holds 43 bedchambers over three buildings, with private event spaces; holding from 5 to 150 people. Along with the Dining Room which is a 3 AA rosette fine dining restaurant. Relais and Chateaux, 4 red star. Throughout my six years, I had various roles, including; Receptionist, Senior Receptionist, Events Executive, Senior Hotel Assistant and Reception Manager. All these roles came due to my pro active attitude to learn more and further my career.
- Looking after a team of 10 employees, approving holidays/requests, scheduling rotas and completing correct induction and training procedures. my first task was to create SOP's.
- Controller of the cash float, weekly and monthly banking with cashing up petty cash. Monthly counts and change ordering.
- Carrying out administrative tasks for receptionist duties. collating information, responding to emails/calls about everything relating to the business.
- Checking guests in and being the first impression upon their arrival, ensuring my team as well as my own customer service was up to the 4 Red star standard and all guests experiences were the highest quality.
- Learning and daily operating different systems; restaurant bookings, reservations system and spa reservations system.
- Attend weekly operational meetings with other HOD's and monthly review meetings to discuss the business past, present and future.
Duty Manager - Lord Leycester Hotel
(2013-06 - 2016-07)
I started my employment here as a part time Breakfast Waitress. Throughout my time here I progressed to various positions, including; Receptionist, Function runner, Reservations Manager for Maternity cover and Duty Manager.
- Checking guests in and out
- Taking calls for all aspects of the business.
- Inputting reservations booked online, via email or phone.
- Dealing with guests complaints throughout the business.
- Manually adjusting rates for bedrooms, depending on variants such as; occupancy levels, weekend of midweek, events on in the area, competitors rates.
- Being the only person on site and dealing with all guests requests including housekeeping requirements, F&B and general enquiries.
Customer Service Assistant - WHSmith, Warwick
(2020-11 - 2021-05)
I found this job very interesting and exciting to see another side of Customer Service.
- Re stocking the shop floor with new delivery.
- Checking the shelves for missing stock and replenishing where possible.
- Actioning POS changes, in line with the companies standards.
- Serving and assisting customers.
- I assisted with the monthly audit.
- Due to my reliability, I was trusted to be a keyholder and open/close the shop when needed.
