Amelia Austin
Worcester ,Worcestershire
Summary
A charismatic individual, a 2:1 Bachelor's with Honour's in Law with
exceptional customer service and team leadership, combined with strong organisational abilities and problem-solving skills. Adept in managing high-pressure environments and ensuring smooth operational flow. Dedicated and highly effective in undertaking administrative and management tasks. Motivated to achieve outstanding success through prompt communication and helpful approach.
Overview
14
14
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work history
Interim Front of House Manager
Handpicked Hotels - Stanbrook Abbey
Worcester , Worcestershire
07.2024 - Current
- Monitored guest feedback to identify and implement improvement initiatives.
- Recruited and trained high-performing team members to deliver faultless customer care.
- Sought out and implemented methods to improve service and team performance, boosting business sustainability with continuous enhancements.
- Reconciled cash and credit card transactions to maintain accurate records.
- Created team building initiatives to encourage upselling and meet revenue targets.
- Coordinated optimal guest relations from initial contact through final check-out to boost satisfaction and brand loyalty.
- Prepared rotas to achieve stable coverage while minimising payroll costs.
- Led by example in providing customers with attentive, professional service.
- Resolved complaints calmly and professionally to achieve positive customer outcomes.
- Steered team towards delivering exceptional customer service through regular feedback sessions.
- Monitored compliance with health and safety regulations amongst all staff members.
- Enforced company policies consistently, maintaining a disciplined work environment.
Reception Manager
Handpicked Hotels - Stanbrook Abbey
Worcester, Worcestershire
09.2023 - Current
- Established efficient communication channels with other hotel departments, improving operational flow.
- Collaborated closely with the sales team to promote special offers or services.
- Proactively addressed potential issues before they escalated, ensuring guest satisfaction.
- Scheduled employee shifts, guaranteeing round-the-clock service availability.
- Kept inventory of office supplies, reducing instances of shortages or excesses.
- Ensured timely responses to phone calls and emails, enhancing customer relationship management.
- Liaised with housekeeping and maintenance departments to maintain hotel standards.
- Handled emergencies adeptly whilst maintaining calm composure.
- Handled sensitive guest information with utmost confidentiality to ensure data protection compliance.
- Managed team of receptionists, enhancing overall service quality.
- Trained new reception staff members, ensuring high standards of customer service.
- Built warm rapport with guests through friendly yet professional interaction.
- Co-ordinated check-ins and check-outs to ensure smooth operations.
- Reviewed staff performance by analysing KPI data and conducting appraisals.
- Coached front of house teams in delivering smooth, professional reception services.
- Oversaw front desk operations and trained team to handle high volume work with professionalism and accuracy.
- Used customer satisfaction survey findings to address improvement areas.
Assistant Reception Manager
Handpicked Hotels - Stanbrook Abbey
Worcester, Worcestershire
05.2022 - 09.2023
Reception Supervisor
Handpicked Hotels - Stanbrook Abbey
Worcester, Worcestershire
09.2019 - 05.2022
Paraplanner
2 Plan Wealth Management
Worcester , Worcestershire
01.2019 - 09.2019
- Kept up-to-date with regulatory changes for compliance and advice accuracy.
- Assisted with the development of comprehensive financial plans to enhance customer satisfaction.
- Gained expertise in multiple planning software applications for effective task execution.
- Monitored client portfolios continually to ensure alignment with objectives and risk tolerance levels.
- Enhanced understanding of clients' financial goals by conducting detailed interviews.
- Supported ongoing client services, enhancing retention rates and building loyalty.
- Handled administrative tasks, ensuring smooth office operations.
- Conducted thorough research on investments, resulting in informed client decisions.
- Drafted detailed reports for senior financial planners, streamlining decision-making processes.
- Input sales, purchase and cash transactions.
- Prepared Excel spreadsheets to track banking transactions and financial performance.
Bar Supervisor
Bluebell Inn
Worcester, Worcestershire
09.2011 - 01.2019
Education
Law 2:1 - Law
Birmingham City University
Birmingham 09.2015 - 05.2018
Higher National Diploma - Legal Studies
Birmingham Metropolitan College
Birmingham 09.2014 - 05.2015
Certification
Full Driving License
Personal License Holder
Accomplishments
Employee of the year 2022 - Handpicked Hotels
Affiliations
- Swimming and Reading.
References
References available upon request.
Timeline
Interim Front of House Manager
Handpicked Hotels - Stanbrook Abbey
07.2024 - Current
Reception Manager
Handpicked Hotels - Stanbrook Abbey
09.2023 - Current
Assistant Reception Manager
Handpicked Hotels - Stanbrook Abbey
05.2022 - 09.2023
Reception Supervisor
Handpicked Hotels - Stanbrook Abbey
09.2019 - 05.2022
Paraplanner
2 Plan Wealth Management
01.2019 - 09.2019
Law 2:1 - Law
Birmingham City University
09.2015 - 05.2018
Higher National Diploma - Legal Studies
Birmingham Metropolitan College
09.2014 - 05.2015
Bar Supervisor
Bluebell Inn
09.2011 - 01.2019
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