Abbi Robinson
St Austell,Cornwall
Summary
Dedicated hotel management professional with a background running all front of house sectors in a five star hotel. Delivering faultless customer service across all front of house departments. Standards lead and sales driven, but never too busy or too important for a cup of coffee and a piece of cake, I am a light hearted and funny individual who prioritises camaraderie and a positive working environment.
I am a proven outgoing and friendly guest/customer facing team member, renowned for delivering excellent customer service and administration. I excel in organisation and pride myself on my administrative capabilities.
I’m a loyal and reliable team member, with working history based solely in the hospitality industry but am now looking for a new challenge in a different sector with less responsibility whilst I dedicate time to my family.
Overview
14
14
years of professional experience
Work history
Business Owner
Cornish Mother Fudger
St Austell, Cornwall
2026.02 - Current
- Successfully marketed and launched my own fudge making business from home which is now established and managed in my spare time - showcasing my hardworking nature.
- Conducted quality control inspections, ensuring adherence to industry standards, achieving a Cornwall council 5* Food Hygiene rating.
- Managed project timelines for successful product launches.
- Innovated product offerings based on customer feedback and market analysis,.
- Developed strategic business plans for long-term growth.
- Devised budget plans, ensured financial stability of the business.
- Utilised social media platforms for effective brand promotion and customer engagement.
Receptionist
The Pier House Hotel
Charlestown, Cornwall
2024.06 - Current
- Served as the initial point of contact for guests; providing warm greetings and helpful assistance upon arrival.
- Upheld confidentiality with sensitive information handling procedures.
- Assisted with administrative tasks, improving overall functionality of the front desk.
- Enhanced customer satisfaction by efficiently managing all front desk enquiries.
- Exhibited excellent multitasking skills by balancing various responsibilities simultaneously without compromising efficiency or quality of work output.
- Facilitated prompt issue resolution through careful tracking of complaints until they were fully addressed.
- Provided valuable support to front of house teams during busy periods, contributing to successful operation under high pressure.
- Managed phone calls, resulting in effective communication flow within the company.
- Maintained an organised reception area for a professional business environment.
- Greeted incoming customers in a professional manner and provided friendly, knowledgeable assistance.
- Answered and helped resolve enquiries from clients, vendors and general public.
- Delivered front of house duties with warm and professional manner.
- Answered multiple telephone calls throughout the day, compiling detailed notes and promptly handling as required.
- Consistently arrived at work on time and ready to start immediately.
- Offered friendly, efficient customer service and handled challenging situations with ease.
- Managed multiple email inboxes, responding quickly and professionally with accurate information.
Maternity leave
N/A
2025.11 - 2026.07
Maternity leave
N/A
2023.10 - 2024.06
Office and Reception Manager
The Nare Hotel
Truro, Cornwall
2020.09 - 2023.10
- Maximised occupancy rates by optimising reservation procedures.
- Trained and supervised up to fifteen staff to deliver five star customer service.
- Oversaw front desk operations and trained team to handle high volume work with professionalism.
- Delivered stringent health and safety compliance across front of house departments, including night management.
- Used customer satisfaction survey findings to address improvement areas.
- Coordinated strategies to protect hotel property, staff and guests, including VIPs.
- Trained front of house teams in delivering smooth, professional reception services. Including concierge and chauffeur.
- Kept back of house accounts and records updated, enabling clear performance monitoring.
- Prepared reception team rota in Planday to ensure stable coverage.
- Recruited high-performing hospitality staff, onboarding with appropriate training.
- Briefed team on product changes and strategies to boost sales and revenue.
- Resolved IT and technical issues.
- Maximised revenue potential by optimising bookings and managing the reservation diary.
- Coordinated large party bookings, including deposit processing, special order requests and VIP or high expenditure guests.
- Reviewed staff performance by analysing KPI data and conducting bi-annual appraisals.
- Forecasted occupancy demand and monitored staff availability to create balanced, cost-effective shift schedules.
- Facilitated functions, conferences and other large scale events.
- Handled customer complaints calmly and professionally to maintain hotel reputation.
- Developed and implemented hotel-wide policies and procedures to increase revenue and improve efficiency.
- Managed hotel budgets through careful planning and business strategy.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Completed all basic Office Management and office maintenance duties to an extremely high standard.
Office manager
The Nare Hotel
Truro, Cornwall
2018.11 - 2020.09
- Oversaw staff training for up to fifteen employees, ensuring all staff training was up-to-date.
- Organised filing systems and maintained records and documentation in alignment with company policies and data security protocols.
- Coordinated office workflow and implemented improvements to drive efficiency and productivity.
- Developed Standard Operating Procedures (SOP) for administrative employees.
- Oversaw office inventory activities, including ordering and requisitions, stocking and shipment receiving.
- Answered high-volume daily telephone and email enquiries, minimising correspondence backlogs.
- Optimised finance and accounting systems to minimise processing times.
- Acted as main point of contact for four managers, expertly addressing concerns and queries.
- Trained and mentored staff to drive performance and target achievement.
- Managed company data and KPI report generation.
- Supervised senior management with daily office operations, coordinating meetings and other tasks as requested.
- Maintained high standards of accuracy and quality in data entry and recordkeeping.
- Oversaw office budget to responsibly allocate equipment and resources.
- Set office policies and procedures to keep team members coordinated.
Assistant Office Manager
The Nare Hotel
Truro, Cornwall
2017.09 - 2018.11
Reservationist
The Nare Hotel
Truro, Cornwall
2016.03 - 2018.11
Waitress/Barmaid
The Boathouse
Charlestown , Cornwall
2013.01 - 2016.03
Education
A-Levels - Business & Economics
Cornwall College
St Austell, CornwallA-Levels - English literature
Cornwall College
St Austell, CornwallA-Levels - English Language
Cornwall College
St Austell, CornwallLevel 2 Food Hygiene -
The Safer Food Group
CornwallSkills
- Customer Service
- Budgetary control
- Hotel sales
- Revenue forecasting
- People management
- MS Office
- Marketing
- Leadership
- First Aid trained
- GDPR compliant
- Hospitality standards
- Organisational efficiency
- Telephone operation
- Front desk security protocols
- Patience and composure
Accomplishments
I was part of the leadership team that took the hotel from four stars to five stars. Personally featuring twice in the inspectors report for outstanding customer service.
I was also project manager for a huge property management overhaul and change during 2023 before I left on maternity leave.
Personal Information
Date of birth: 01/11/1996
Affiliations
- My first priority and greatest joy in life is my young family.
- I enjoy reading fiction books.
Timeline
Business Owner
Cornish Mother Fudger
2026.02 - Current
Maternity leave
N/A
2025.11 - 2026.07
Receptionist
The Pier House Hotel
2024.06 - Current
Maternity leave
N/A
2023.10 - 2024.06
Office and Reception Manager
The Nare Hotel
2020.09 - 2023.10
Office manager
The Nare Hotel
2018.11 - 2020.09
Assistant Office Manager
The Nare Hotel
2017.09 - 2018.11
Reservationist
The Nare Hotel
2016.03 - 2018.11
Waitress/Barmaid
The Boathouse
2013.01 - 2016.03
A-Levels - English Language
Cornwall College
A-Levels - English literature
Cornwall College
A-Levels - Business & Economics
Cornwall College
Level 2 Food Hygiene -
The Safer Food Group