Experience

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  W Edinburgh

  • Edinburgh, Scotland, United Kingdom

  • Welcome Desk Supervisor

    • Oct 2023 - Present
    • Edinburgh, Scotland, United Kingdom

    ● Supervise the daily operation of the Welcome Desk● Take ownership of guest issues and see them through to resolution ● Train junior members of the team to become experts in their role● Communicate and coordinate between Style, Welcome Office and Engineering to ensure any guest or maintenance issues are logged and resolved

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  Waldorf Astoria Edinburgh - The Caledonian

  • Duty Manager/Guest Service Supervisor

    • Feb 2023 - Oct 2023

    ● Supervise, lead and coach the Front Office team to reach their potential and deliver high standard service to ensure total guest satisfaction● Represent the Front of House Manager and other senior managers in their absence, taking full responsibility of the hotel and helping keep the guests and team safe● Serve as a point of contact for regular and VIP guests to ensure their needs are exceeded● Manage, record and promptly resolve issues or emergencies that arise● Demonstrate current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area● Conduct Health & Safety checks and Fire Walks, and maintain a good status awareness of all hotel areas● Assist the Front of House Manager with recruitment and the team rota

  • Guest Service Agent

    • May 2022 - Jan 2023

    ● Welcome guests on arrival, deal with during stay queries and handle departure● Complete daily admin duties● Serve as a point of contact for regular and VIP guests● Maximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilities● Assist in the general running of the hotel at night including assisting other departments and setting up for the next day

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  Canopy by Hilton London City Hotel

  • London, England, United Kingdom

  • Front Desk Agent/Welcome Enthusiast (Pre-opening)

    • Sep 2021 - May 2022
    • London, England, United Kingdom

    ● Part of the pre-opening team which achieved #3 best hotel on Tripadvisor in London● Processing guest check-ins by confirming reservations, assigning rooms, issuing and activation room keys.● Processing all payment types such as room charges, cash, debit or credit card.● Processing check-outs including resolving any late and disputed charges.● Coordinating with the Housekeeping department to track readiness of rooms for check-in.● Running daily reports and identifying any special requests.● Completing designated cashier and closing reports in the computer system. Balance and drop receipts according to Accounting specifications.

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  Conrad London St. James

  • United Kingdom
  • Hospitality
  • 1 - 100 Employee

  • Food And Beverage Assistant Manager

    • Nov 2019 - Aug 2021

    ● Supervising and manning the day to day services in the Executive Lounge, In Room Dining, Lobby Lounge, Restaurant, Bar & Events.● Assisting the Food & Beverage Manager with rota, payroll, requisition, forecast, budget, guest correspondence, telephone enquiries, reservations management and training and development of new team members.

  • Executive Lounge Supervisor

    • Jun 2018 - Oct 2019

    ● Supervising the breakfast, afternoon tea & dinner services in the Executive Lounge (VIPs & Diamond members)● Booking management of meeting rooms● F&B administration (rota, payroll, requisition, forecast, guest correspondence)● Cross trained in Reception (Duty Management, Guest Relations Management, Check in/out)● Team representative in the Employee Forum● Training new team members

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  DoubleTree by Hilton

  • Holy See (Vatican City State)
  • Hospitality
  • 700 & Above Employee

  • Food And Beverage Supervisor

    • Jan 2018 - Jun 2018

    ● Supervising Food & Beverage Outlet operations (M&E, Bar, Restaurant, Room Service)● Communicating and delegating tasks to the team● Assisting Food & Beverage management with training and development of team members & the weekly rota● Managing payroll

  • Food And Beverage Assistant

    • Mar 2016 - Jan 2018

    ● Working in a high pressure and fast-paced environment in the Food & Beverage Department as a member of the Room Service, Restaurant, Lobby Bar and Executive Lounge. ● Managing and directing incoming calls and enquiries, and fulfilling requests in a polite, helpful and timely manner in order to deliver a high quality service experience.● Delivering hotel’s amenities for VIP's and guests’ special days. ● Handling cash and ordering through electronic systems.● Upselling with the latest departmental incentives. Ensuring compliance of brand standards and striving to achieve departmental targets.

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  Primark Stores Limited

  • Edinburgh, United Kingdom

  • Retail Assistant

    • Oct 2014 - Dec 2015
    • Edinburgh, United Kingdom

    ● Customer service representative, helping with the day to day running of the busy shop floor.● Maintaining the presentation within the store, stocking merchandise and ensuring items are priced correctly● Operating fitting rooms, moving stock and fixtures and managing the daily deliveries.