Arailea Thomas-Gordon
Manchester,England
Summary
Flexible student driven to provide personable and professional service to support guest needs. Self-motivated team player with proven history of upbeat attitude and reliable work ethic. Hardworking with extensive experience in hospitality environments. I multitask well to provide smooth and organised front-of-house services. Confident and enthusiastic to maintain positive, welcoming hotel environments. Highly communicative professional with of expertise for high-end hotel chains. Team player who provides exceptional guest service. Background in industry positions at luxury resorts where client satisfaction is of utmost importance.
Overview
2
2
years of professional experience
Work history
Guest Service Assistant
Hampton By Hilton
Manchester, England
09.2023 - Current
- Streamlined guest check-in and check-out procedures.
- Smoothened day-to-day operations by assisting F&B teams during peak times.
- Guaranteed building safety, reporting maintenance and health and safety issues to General Manager.
- Managed phone and walk-in reservations daily, using Opera PMS.
- Registered guest information on database to maintain accuracy.
- Checked in guests, providing room keys.
- Maintained tidy work area to support cleanliness and quality standards.
- Calculated billings and charges and provided receipts.
- Exceeded guest expectations by accommodating special requests and changes, boosting satisfaction levels.
- Ensured guest comfort, providing direction regarding property amenities, services and local attractions.
- Answered guest calls and resolved queries promptly and politely.
- Addressed questions and escalated issues complaints to management.
- Greeted guests warmly and professionally for positive first impressions.
- Verified ID and payment methods of guests.
- Answered and transferred calls to designated recipients.
Hostess
Escape to freight island
Manchester, England
06.2023 - 08.2023
- Governed dining area with natural leadership talents, balancing guest and business needs.
- Processed reservations by phone, answered customer questions and provided accurate waiting times.
- Monitored front entrance for new guests.
- Monitored guests for intoxication, immediately reporting concerns to management.
- Cultivated positive guest relations by managing reservation information and orchestrating speedy seatings.
- Documented guest reservations and preferences
- Assisted elderly, disabled and pregnant women requiring priority and attention.
- Advised customers on restaurant dishes.
- Maintained clean and organised space to comply with hygiene and health regulations.
- Assigned guests to specific tables or waiting reception.
- Assisted managers to quickly resolve time-sensitive issues threatening service delivery.
- Answered phone calls and scheduled reservations for guests.
- Resolved guest and employee complaints, maintaining customer satisfaction and workforce effectiveness.
Conference and Banqueting Team Member
The Midland Hotel
Manchester, England
02.2023 - 06.2023
- Memorised complete menu and offered guests knowledgeable suggestions.
- Prepared tables for guests and reset tables between customers.
- Checked frequently on guest needs and retrieved items or answered questions.
- Polished glasses and cutlery to pristine standards.
- Relayed information to kitchen about preferences, requests, or allergens.
- Listened to guest complaints and worked with kitchen staff or management to promptly resolve issues.
- Maintained excellent guest satisfaction by providing attentive, proactive and helpful service.
- Followed health and hygiene standards when handling food and cleaning restaurants.
- Kept tables clear of used crockery, glassware and cutlery.
- Verified completed orders and served guests at tables.
Waiting Staff Member
Blue Arrow
Manchester, England
09.2021 - 02.2023
- Warmly greeted guests upon arrival to create welcoming atmosphere.
- Checked in with customers during meals to check orders were received correctly and met guests' expectations.
- Served meals and drinks with professionalism and skill, maintaining high presentation and quality standards.
- Accurately received and processed orders, noting dietary requirements to maintain customer satisfaction.
- Cleared, set and restocked tables for quick table turnaround.
- Thoroughly cleaned dining areas, waiting areas to maintain guest comfort and hygiene.
- Managed restaurant closing duties.
- Served high volumes of guests in fast-paced service environments with exceptional customer care.
- Resolved guest complaints promptly and professionally, notifying restaurant management of concerns.
- Kept guest tables neat and tidy by regularly clearing away dirty dishes and used glasses and wiping down surfaces.
- Practiced healthy and safety measures to comply with regulations.
- Delivered food and drinks from kitchen to respective tables to meet timely expectations.
Server
Gusto Restaurants
Manchester, England
06.2022 - 11.2022
- Prevented serving errors by recording orders accurately and communicating clearly with kitchen staff.
- Used appropriate sanitising and cleaning products to maintain hygienic kitchen and food preparation areas.
- Transported all dirty tableware from dining room to dishwashing area within target timeframes for proper cleaning.
- Delivered exceptional service by greeting and serving customers in timely, friendly manner.
- Skilfully resolved customer concerns, implementing action to ensure pleasant dining experience.
- Delivered exceptional, friendly and fast service.
- Discussed alternative selections for guests with food allergies or gluten-free requests.
- Demonstrated safe food handling standards at all times.
- Reset tables with spotless service ware within quick turnaround time to maximise seating capacity.
- Cleaned kitchen and storage stations as well as Front Of House (FOH) areas including table linens, bar counters and reception.
- Supported restaurant set-up, cleaning and preparations, readying appropriately for first customer arrivals.
- Provided friendly, courteous service, maximising positive customer satisfaction ratings.
- Sprayed used crockery and cutlery items with hot water to loosen and remove food residue ahead of washing.
- Replenished salad bar items regularly, maintaining fresh, plentiful produce.
- Closed down kitchen after each shift, precisely following closing checklist for multiple stations.
- Served guests promptly to ensure food remained at proper temperatures.
- Promptly cleared away dirty dishes, wiped down surfaces and refreshed glasses or beverages.
Barback
Impossible Manchester
Manchester, England
04.2022 - 06.2022
- Removed, washed and polished empty glasses, took plates to kitchen and discarded trash.
- Engaged with guests to create positive rapport, encouraging loyalty and repeat visits.
- Maintained bar stocks, replenishing daily as necessary.
- Performed bar closing duties, thoroughly cleaning, sanitising and replenishing stock.
- Cleared counters and disposed of waste and broken glass.
- Checked and reported faulty equipment to supervisors for repair.
- Peeled and sliced fruits for garnishing drinks.
- Shuffled drink bottles and glasses to create attractive displays.
- Secured high-value products in locked cabinets, minimising damage and theft.
- Handled and moved supplies between stores and bars for restocking and storage.
Education
Bachelor of Science - Finance and Accounting
University of Salford
Salford 09/2022 -
A-Levels - Statistics, Psychology, Sociology
Connell Coop College
Manchester 09/2020 - 06/2022
GCSEs - 10 Gcse's
St Bede's College
Manchester 09/2015 - 06/2020
Skills
- Billing adjustments
- Breakfast and dinner service
- Guest arrival and departure procedures
- COSHH and food safety standards
- Guest reservations
- Food & beverage service
- Check-in and -out processes
- Fast typing speed
- Rapport building
- Reservation coordination
- Interactive communication skills
- Food station setup
- Food running
- Guest seating arrangements
- Menu memorisation
- Table setting
- Food preparation and safety
- Front-of-House displays
Work availability
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
morning
afternoon
evening
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Quote
It is never too late to be what you might have been.
George Eliot
Timeline
Guest Service Assistant
Hampton By Hilton
09.2023 - Current
Hostess
Escape to freight island
06.2023 - 08.2023
Conference and Banqueting Team Member
The Midland Hotel
02.2023 - 06.2023
Server
Gusto Restaurants
06.2022 - 11.2022
Barback
Impossible Manchester
04.2022 - 06.2022
Waiting Staff Member
Blue Arrow
09.2021 - 02.2023
Bachelor of Science - Finance and Accounting
University of Salford
09/2022 -
A-Levels - Statistics, Psychology, Sociology
Connell Coop College
09/2020 - 06/2022
GCSEs - 10 Gcse's
St Bede's College
09/2015 - 06/2020
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