Summary
Overview
Work history
Education
Skills
Accomplishments
Timeline
Generic

ALANA MCCAULEY

Omagh,United Kingdom

Summary

Dedicated professional with a strong foundation in customer service and administration, adept at building rapport with customers and handling enquiries with patience and composure. Demonstrates expertise in booking coordination, billing, and general administration tasks, ensuring efficient operations and client satisfaction. Committed to maintaining a well-organised reception area while reliably managing cash handling and telephone operations.


Overview

20
20
years of professional experience
4005
4005
years of post-secondary education

Work history

Receptionist

McAleer Jackson Chartered Accountants
Omagh, Tyrone
03.2023 - 10.2025
  • Served as the initial point of contact for guests; providing warm greetings and helpful assistance upon arrival.
  • Enhanced customer satisfaction by efficiently managing all front desk enquiries.
  • Completed data entry tasks whilst adhering to strict deadlines.
  • Assisted with administrative tasks, improving overall functionality of the office.
  • Maintained an organised reception area for a professional business environment.
  • Upheld confidentiality with sensitive information handling procedures.
  • Exhibited excellent multitasking skills by balancing various responsibilities simultaneously without compromising efficiency or quality of work output.
  • Managed phone calls, resulting in effective communication flow within the company.
  • Administered mail distribution process, ensuring each department received its correspondence in a timely manner.
  • Handled appointment scheduling to ensure smooth daily operations.
  • Collaborated with team members in organising company events; enhancing team cohesion and morale building activities.
  • Prepared meeting rooms before and after use, maintaining a neat appearance at all times.
  • Utilised multi-line telephone system to manage incoming calls effectively.
  • Coordinated office supplies orders to keep necessary materials available at all times.
  • Provided valuable support during busy periods, contributing to successful operation under high pressure.
  • Maintained accurate logs of visitor entries.
  • Provided clerical support to company employees, including copying, faxing and file management.
  • Screened and verified visitor IDs, maintaining security of personnel and office environment.
  • Handled office petty cash and maintained flawless records.
  • Managed office calendar, set new appointments and assisted with arrangements.
  • Coordinated incoming and outgoing packages and mail to facilitate distribution.
  • Ensured prompt responses to emails with professional communication skills.
  • Assisted in training new staff members to ensure consistent quality of service.

Reception Manager

Silverbirch Hotel
10.2015 - 02.2023
  • Welcomed guests warmly to create excellent first impressions.
  • Provided friendly, attentive service by addressing visitor needs proactively.
  • Managed phone calls and general emails, handling bookings, enquiries, and complaints efficiently.
  • Coordinated staff rotas based on peak reception periods and contracted hours.
  • Conducted biannual staff appraisals to deliver feedback and promote development.
  • Delivered training on customer service techniques and reception best practices.
  • Co-ordinated check-ins and check-outs to ensure smooth operations.
  • Streamlined reception processes for improved guest experience.
  • Improved client satisfaction by resolving complaints promptly and efficiently.
  • Assisted in managing hotel C&B diary by arranging bookings and sorting cancellations.
  • Trained new reception staff members, ensuring high standards of customer service.
  • Utilised software systems effectively to manage reservations and payments.
  • Established efficient communication channels with other hotel departments, improving operational flow.
  • Kept inventory of office supplies, reducing instances of shortages or excesses.
  • Collaborated closely with the sales team to promote special offers or services.
  • Managed team of receptionists, enhancing overall service quality.
  • Liaised with housekeeping and maintenance departments to maintain hotel standards.
  • Coordinated large party bookings, including deposit processing and special order requests.
  • Completed financial duties such as cash handling and end-of-day accounting procedures.
  • Oversaw cash handling procedures, ensuring accurate accounting at end of shifts.

Taxi Controller

Urgent Taxis
09.2005 - 10.2015
  • Liaised with customers via telephone in a friendly and professional manner at all times.
  • Monitored traffic updates and delays such as traffic accidents, providing details to drivers and customers as needed.
  • Scheduled and allocated pick-ups to in-service vehicles, providing updates to customers upon request.
  • Communicated clearly and concisely with drivers to relay information regarding schedules and bookings.
  • Maintained excellent customer satisfaction by keeping customers updated on the estimated time of arrival through.
  • Answered 200+ external calls per shift within a 5 second timeframe, taking accurate notes and details for taxi bookings.
  • Maintained extensive knowledge of the Omagh area and roads to find the fastest and safest route for taxi drivers.
  • Logged exact departure and arrival times for accurate recordkeeping.
  • Any credit work carried out by the drivers, required the company to pay them monthly via a cheque, which I was responsible for.
  • Managed and created a filing system for a new legislation called 'Operators License' which was introduced for taxi companies in 2012. All driver's employed by the company had to provide all relevant paper work, insurance work and licenses' to be road worthy. These had to be updated for each driver on a yearly basis.
  • Training of new employees.
  • Managing of Rota's.

Education

GCSE'S - Math's, English, Double Award Science, Media Studies, RE, Business Studies

OMAGH SECONDARY HIGH SCHOOL

BTEC NATIONAL DIPLOMA - HEALTH STUDIES

SOUTH WEST COLLEGE

Skills

  • Excellent Customer Service Skills
  • Building a rapport with customers
  • Booking Coordination
  • Responding to emails
  • Telephone operation
  • Cash Handling
  • Dealing with telephone enquiries in a professional and friendly manner
  • General Administration
  • Problem Solving
  • Reception area maintenance
  • Billing experience
  • Patience and composure
  • Reliable punctuality

Accomplishments

In 2019 I was nominated, for a hotel hero award which is run by The Hotels Federation of Northern Ireland. I was very privileged to be nominated, so being 1 of 20 people who won this award, was my proudest career achievement to date. I won this award for my customer service contribution to the hotel.


For 5 years in the hotel, I was the Christmas Coordinator. This involved booking in companies for their party nights, gathering deposits, gathering pre-orders, gathering final payments, having all up-to date numbers of each night, at the top of my head due to so many people requiring this information for Rota purposes etc. Over 6 nights, approximately 2100 people, each year were catered for and entertained. This was hard work but very rewarding when everything came together.


Since taking over the role of managing the rates for the hotel, back in October 2020, I steadily increased the hotel's base rate by 29% up until my departure in February 2023.

Timeline

Receptionist

McAleer Jackson Chartered Accountants
03.2023 - 10.2025

Reception Manager

Silverbirch Hotel
10.2015 - 02.2023

Taxi Controller

Urgent Taxis
09.2005 - 10.2015

GCSE'S - Math's, English, Double Award Science, Media Studies, RE, Business Studies

OMAGH SECONDARY HIGH SCHOOL

BTEC NATIONAL DIPLOMA - HEALTH STUDIES

SOUTH WEST COLLEGE

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ALANA MCCAULEY