Alexandra Ferguson
Malpas,Cheshire
Summary
With 10 years of experience in hospitality, my enthusiasm for creating and delivering exceptional customer service in front facing roles is a passion of mine. Throughout my career, I have been driven to manage and organise client requests effectively and developed extensive skills to multitask and communicate their needs, in order to ensure top customer and business satisfaction. During all front facing roles, I have also been tasked with using my persuasive and influencing skills in order to boost business sales and reach monthly targets. I have a great interest in the Travel and Tourism industry with an eagerness to see where my skills could take me, exceeding customer expectations at every opportunity.
Overview
11
11
years of professional experience
Work history
Hotel Reception Manager
Carden Park Hotel, Golf resort and Spa
, Cheshire
06.2022 - 04.2025
- Welcoming all guests on arrival and dealing with queries
- Managing our Hotel bookings to ensure a seamless journey for all guests and maximum revenue is achieved
- Responsible for payment handling to collect and balance each working day
- Correctly handling all messages and enquiries about hotel information
- Maintain the front desk area in an organised and tidy manner at all times and ensure product inventory is fully stocked
- Assist guests with any future bookings and perform a close relationship with our reservations team to ensure all booking standards are met
- Responsible for recognising issues and resolving them quickly and efficiently
- Customer complaint handling
- Rota management
- Delegate duties and tasks within my reception team
- Interview and recruit staff suitable for the role and responsibilities
- Train new staff and complete on going training for current staff, to ensure all members of the team are performing to high standards as expected
- To set monthly targets and incentive goals for the team to boost profits and motivation
- I ensue that my departments Health and Safety standards are being met, reporting any issues that are found. And routinely ensuring that all staff members are up to date with their CPL learning courses, fire training and more.
- Regular 1 to 1s with each team member and monthly meetings as a whole team to maintain a great working environment and a passion for their role.
Spa Reception Manager/ Spa Duty Manager
Carden Park Hotel, Golf resort and Spa
12.2021 - 06.2022
- Similar duties to the above
- As a Duty Manager, I was also tasked with ensuring the day to day running of the 5 Bubble Spa was of a high standard and maximum customer satisfaction achieved.
- Overseeing the running of each department: Reception, Elements restaurant, Bollinger garden bar, Cleaners and Laundry
- Managing the Spa diary: Ensuring customer itineraries were correct and Therapists treatments were organised
Head Spa Receptionist
Carden Park Hotel, Golf resort and Spa
10.2019 - 12.2021
- All Receptionist duties and to assist the Spa manager
Hotel Receptionist
Carden Park Hotel, Golf resort and Spa
09.2016 - 10.2019
- Greeting Guests: Welcoming guests upon arrival and departure.
- Providing Information: Offering assistance with travel arrangements, local attractions, and hotel services.
- Answering Inquiries: Addressing guest questions and concerns promptly and professionally.
- Handling Complaints: Addressing and resolving guest complaints in a timely manner.
- Managing Reservations: Taking and confirming reservations via phone, email, or in person.
- Checking Guests In/Out: Processing check-in and check-out procedures, including assigning rooms and issuing keys.
- Room Assignments: Allocating rooms to guests based on availability and preferences.
- Processing Payments: Taking payments for room charges and other services.
- Preparing Bills: Generating and managing guest accounts.
- Answering Phone Calls: Answering and transferring phone calls.
- Taking and Delivering Messages: Handling guest messages and ensuring timely delivery.
- Maintaining Records: Keeping accurate records of reservations, payments, and guest information.
- Keeping the Reception Area Tidy: Maintaining a clean and organised reception area.
Conference and Banqueting waitress
Carden Park Hotel, Golf resort and Spa
01.2014 - 09.2016
Education
A Levels - English Literature, English Language, Media Studies, Business
Bishop Heber College
Malpas, Cheshire 01.2014 - 01/2016
NVQ qualification - Receptionist
Carden Park Hotel, Golf Resort and Spa
GCSE's - English, Math, Science, Geography, Art, IT
Bishop Heber High School
01.2009 - 01/2014
Skills
- Customer satisfaction
- Reliable and trustworthy
- Proactive and strategic thinking skills
- Ability to lead a diverse team
- Effective communication skills at all levels
- Welcome and manage changes and improvements
- Quick and eager to pick up new software and IT skills
- Time and task management
- Business administration
- Persuasive and influencing skills
- Achieve sales targets
- Luxury hospitality management
- Seamless guest experiences
- Multitasking proficiency
- Logistical planning
- Accommodation reservation management
Hobbies and Interest
- Photography/ videography - I am currently completing an online Photography degree in my spare time
- Traveling - I love to experience new destinations and cultures
Timeline
Hotel Reception Manager
Carden Park Hotel, Golf resort and Spa
06.2022 - 04.2025
Spa Reception Manager/ Spa Duty Manager
Carden Park Hotel, Golf resort and Spa
12.2021 - 06.2022
Head Spa Receptionist
Carden Park Hotel, Golf resort and Spa
10.2019 - 12.2021
Hotel Receptionist
Carden Park Hotel, Golf resort and Spa
09.2016 - 10.2019
Conference and Banqueting waitress
Carden Park Hotel, Golf resort and Spa
01.2014 - 09.2016
A Levels - English Literature, English Language, Media Studies, Business
Bishop Heber College
01.2014 - 01/2016
GCSE's - English, Math, Science, Geography, Art, IT
Bishop Heber High School
01.2009 - 01/2014
NVQ qualification - Receptionist
Carden Park Hotel, Golf Resort and Spa
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