Alison Gillan
Bishop Auckland
Summary
Dynamic Director Estate Agents skilled in fostering strong client relationships and enhancing customer satisfaction. Cultivates repeat business through excellent communication and personalised service, ensuring high levels of client retention and referrals. Mentors teams to achieve operational excellence and high-performance standards.
Overview
34
34
years of professional experience
Work History
Director Estate Agents
Director
04.2005 - 04.2024
- Company Director of my own Estate/Letting Agents
- Established and grew a successful estate and letting agency over 19 years
- Developed strong client relationships through effective communication in person and over the telephone
- Secured repeat business through exceptional client service
- Covering Sales, Lettings, Administration, Valuations, Property Viewings, Auctions & Property Maintenance
- Mentored employees by providing training, support, guidance, and direction to foster a successful team
Branch Manager
Dowens Estate Agents
02.2004 - 04.2005
- Launched new branch, expanding customer base and enhancing market presence
- Managed administration, sales and lettings negotiations, viewings, valuations, and advertising to promote business
- Developed and implemented strategies which increased sales and profitability within the branch
- Prepared and presented reports in Branch performance and forecasts to Senior Management
- Directed marketing campaigns and promotional activities, attracting new customers and driving business growth
Hotel Manager
The Park Head Hotel Bishop Auckland
10.2002 - 02.2004
- Directed hotel operations to enhance guest experiences and service quality.
- Oversaw front desk operations, managing reservations, check-ins, check-outs, and payments to ensure seamless guest experiences
- organised timely and professional Housekeeping services before, during and after guest stays
- Co-ordinated with event planners to organise weddings, conferences, and other events, ensuring high levels of guest satisfaction
- Managed Team Rotas effectively guaranteeing optimal staffing levels during peak hours to maintain service quality
- Oversaw cash handling procedures including banking and safe management to ensure financial security
- Managed inventory control for all hotel supplies & Kitchen while minimising waste and excess Expenditure
- Resolved guest complaints with empathy and efficiency, transforming negative experiences into positive outcomes
- Trained staff in delivering first class service for exceptional customer feedback
- Held regular briefings with team members to motivate staff to achieve exceptional results for customers and conduct regular staff training
- Implemented Health & Safety Protocols to comply with Regulations and protect guests and staff
Bar Manager
The Stables Public House Wynyard
09.2000 - 10.2002
- Managed Bar & Kitchen Operations
- Excellent communication skills with customers and employees
- Fostered relationships with regular customers building a loyal community around the bar
- Oversaw stock Levels ordering supplies and maintaining inventory accuracy
- Led a Team of Bartenders & Chefs supporting staff fostering a collaborative work environment
- Trained newly hired employees on service and company procedures and safety processes
- Ensured high standards of cleanliness and hygiene with the bar, restaurant and kitchen adhering to Health & Safety Regulations
- Balanced cash registers, reconciled Transactions and deposited establishment earnings
- Implemented cost-saving strategies to reduce waste and enhance profitability of bar and restaurant
- Executed operations in line with industry best practices and aligned with owner standards
- Conducted regular staff meetings to discuss performance and areas for improvement
- Controlled budget and payrolls ensuring financial targets were met
- implemented cost saving strategies reducing waste and improving profitability of the bar and kitchen
- Assisted in various roles during peak periods to ensure efficient operations.
- Cultivated a vibrant bar environment through strategic management practices
Sales Negotiator
Reeds Rains
08.1990 - 09.2000
- Negotiated property sales by effectively communicating with buyers and sellers to reach mutually beneficial agreements.
- Negotiated offers effectively, addressing objections to secure favourable terms for buyers and sellers.
- Surpassed monthly sales targets through strategic client engagement and relationship management
- Conducted property viewings, providing comprehensive information and highlighting features to potential buyers.
- Responded promptly to enquiries from potential buyers, providing detailed information and arranging viewings.
- Resolved customer issues promptly, ensuring seamless sales processes and high satisfaction
- Resolved customer issues promptly, maintaining a high level of customer satisfaction and retention.
- Coordinated with solicitors, mortgage advisors, and other professionals to facilitate smooth transactions.
- Maintained accurate records of all sales transactions, ensuring compliance with company policies.
- Contacted customers after sales to assess satisfaction and offer additional products and services.
- Registered information and details of customer on database and submitted proper documents for sale to preserve accurate records.
- Registered new clients weekly to maintain an updated client database.
- Participated in sales training and workshops to amplify skills and leverage productivity.
- Secured new clients for Mailing
- Arranged viewings, valuation and mortgage advice appointments
- Negotiated with clients skilfully to attain customer satisfaction while meeting sales targets
Education
GCSEs -
Spennymoor Comprehensive School
Spennymoor01-1989
BTEC National Diploma Hotel & Catering
New College Durham
Durham01-1989
Skills
- Business development
- Client relationship management
- Operational management
- Operations management
- Revenue growth
- Strategies and goals
- In-Depth industry knowledge
- Performance driving
- Decision-Making authority
- Decision-Making competency
- Team leadership
- Team building and training
- Effective communication
- Executive communication
- Customer service excellence
- Leadership effectiveness
- Operational efficiency
- Research and Development
- Research and Development
Timeline
Director Estate Agents
Director
04.2005 - 04.2024
Branch Manager
Dowens Estate Agents
02.2004 - 04.2005
Hotel Manager
The Park Head Hotel Bishop Auckland
10.2002 - 02.2004
Bar Manager
The Stables Public House Wynyard
09.2000 - 10.2002
Sales Negotiator
Reeds Rains
08.1990 - 09.2000
GCSEs -
Spennymoor Comprehensive School
BTEC National Diploma Hotel & Catering
New College Durham