Andrea Thomas
swansea,wales
Summary
Dynamic Head Housekeeper with strengths in team management and staff training. Trains new staff in cleaning techniques and health regulations, enhancing service quality. Supervises a team of 15, driving performance improvement and operational efficiency. Dedicated professional with expertise in housekeeping operations and customer service excellence. Manages inventory of cleaning supplies, ensuring seamless workflow and resource availability. Briefs team on daily duties, maintaining high standards of cleanliness and guest satisfaction. Dedicated Hotel Receptionist with strengths in enhancing guest experiences through exceptional service. Manages reservations, cancellations, and inquiries, ensuring smooth operations and guest satisfaction. Committed to fostering a welcoming atmosphere and resolving issues promptly. Dynamic leader with expertise in team management within hospitality settings. Trains and supervises staff, driving performance improvements and adhering to quality standards. Delivers operational excellence by effectively delegating tasks and managing resources.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Hotel Receptionist
premier inn
swansea, wales
07.2022 - Current
- Managed telephone enquiries, efficiently handling reservations, cancellations, and modifications to bookings.
- Greeted guests upon arrival, provided check-in assistance, and directed to rooms, enhancing guest experience.
- Welcomed guests warmly when entering hotel, registering arrival on booking systems.
- Handled reception phone calls to answer questions, resolve complaints and redirect calls.
Head Housekeeper
Premier Inn Hotel
swansea, wales
07.2017 - 07.2022
- Trained new staff in proper cleaning techniques, health and safety regulations, and customer service principles.
- Supervised a team of 15 housekeeping staff, delegating tasks effectively and monitoring performance.
- Briefed housekeepers on daily duties, maintaining smooth team operations.
- Managed inventory of cleaning supplies and equipment, placing orders before depletion to avoid workflow disruption.
Housekeeper
Premier Inn Hotel
swansea, wales
06.2011 - 07.2017
- Cleaned rooms to satisfaction of clients and management.
- Managed daily cleaning, dusting, and vacuuming of assigned rooms to maintain high standards of hygiene.
- Kept floors spotless using Hoovers, mops and brushes for deep cleaning.
- Prepared room and linen changes prior to arrival of house guests.
Skills
- Team management
- Staff training
- Quality control
- Inventory management
- Guest relations
- Front desk operation
- Customer service
- Reservation management
- Team leadership
- Conflict resolution
- Health and safety compliance
- Telephone etiquette
- Customer feedback analysis
- Problem solving
- Time management
- Attention to detail
- Hospitality services
- Guest satisfaction focus
- Guest services
- Room allocation
- Multitasking efficiency
- Reservation handling
- Communication excellence
- Bookings and reservations
- Knowledge of local attractions
- Data entry accuracy
- Pressure management
- Billing and invoicing
- Hospitality passion
- Hospitality etiquette
- Hospitality management systems
- Multitasking
- Friendly demeanour
- Team coordination
- Payment Processing
- Tourist information provision
- Email correspondence
- Customer relationship management systems
- Reservations systems
- Room booking procedures
- Office equipment handling
- Hotel safety regulations
- Confidentiality adherence
- Credit card processing
- Personal grooming standards
- Key card programming
- Positive attitude
- Customer service excellence
- Decision making
- Active listening
- Hospitality standards knowledge
- Product knowledge
- Time efficiency
Languages
English
Advanced
C1
Certification
- level 3 course
Timeline
Hotel Receptionist
premier inn
07.2022 - Current
Head Housekeeper
Premier Inn Hotel
07.2017 - 07.2022
Housekeeper
Premier Inn Hotel
06.2011 - 07.2017