Rachel Fernie

After winning this award on completion of my HND, I took up a four month internship at Fingal. In 2024 Fingal was voted Tripadvisor's No.1 UK Luxury Hotel and No.1 UK Small and Boutique Hotel. In 2023/24 it was awarded the accolade of being Scotland's Hotel of the Year and in 2024 rated as a five-star hotel by the AA. In 2024 the AA awarded the hotel two Rosettes for culinary excellence.

During my internship I gained invaluable experience working in this five-star luxury hotel setting, gaining an in-depth understanding of how to deliver exceptional customer service to guests seeking a sophisticated and indulgent experience.

As well as developing an understanding of how each department contributes to the overall success of the business, I broadened my hospitality skills across key areas in both front and back of house.

• Serve breakfast, five course afternoon tea and dinner in the award winning Lighthouse Restaurant. Develop an extensive knowledge of all menu items in order to provide guest recommendations.
• Serve guests drinks and cocktails.
• Silver service, white gloves. Prepare tables with linens, silverware and glasses.
• Upsell in both the Lighthouse Restaurant and Bar.
• Undergo training in all aspects of Housekeeping including cleaning, health and safety, bed making, turn up/turn down service and maintaining guest supplies in each cabin.
• Undergo one to one training in the kitchen with the Head Chef for service and plating up of dishes. Assist with making dishes for guests and producing items for website photography. Develop personal knowledge about produce and local ingredients.
• Assist with private events at Fingal and Royal Yacht Britannia such as private fine dining functions, birthday and wedding events.
• Participate in learning events staged by outside companies including "Moet" champagne tasting and "Brodies Coffee" barista training.
• Provide excellent guest satisfaction at Reception. Handle guest reservations and deliver exceptional service during check-in and departure. Make recommendations regarding local attractions, assist guests with luggage and generally ensure that guests receive a personalised service.

I have been employed as a Food and Beverage Catering Assistant at UoE ACE Business Unit on a Guaranteed Hours contract since 2022. This allowed me resume my current employment on completion of my internship at Fingal.

• Provide excellent service to the restaurant and bar customers of the University of Edinburgh Scholar, Scott and KM Hotels and "Bonnar's" fine dining restaurant to ensure customer satisfaction.
• Enhance customers' experience of fine dining and menu tasting events with my personal knowledge of the menu, cooking methods and locally sourced ingredients.
• Bar qualified with experience of serving a wide range of soft and alcoholic drinks. Some experience in making and serving cocktails, and an understanding of wines.
• Skilled in silver service and setting up the fine dining restaurant at Bonnar's for evening and breakfast with both black and white linens, and silverware. Prepare for evening/breakfast service, set tables with cutlery, napkins and glasses at KM and Scholar Hotels.
• Experience in leading a team to deliver great service during private dining functions consisting of canapés, four savoury courses, dessert and petits fours.
• Confident in briefing front of house team and communicating well with the kitchen.
• Address any customer questions and concerns using my knowledge of menu items, ingredients and allergens.
• Boost customer satisfaction by enquiring about guests' exact dietary needs and offering recommendations.
• Barista skills.
• Experience of silverware and glassware polishing using white gloves.
• Regularly undertake mandatory training as required e.g., food hygiene, Health and Safety at Work, COSHH, HACCP, Fire safety, and University of Edinburgh Standard Operating Procedures (SOPs).
• Hygienic handling of food products in accordance with food hygiene legislation and the University of Edinburgh Food Safety Policy (HACCP).
• Maintain high standards of food hygiene through regular checks of fridge and freezer temperatures.
• Excellent team working skills, working collaboratively with colleagues to deliver first-class customer service.
• Handle complaints relating to catering services.

During this period I was employed as a GP Medical Receptionist on a relief basis to provide support to the Administration Team covering staff holiday and sickness absence.

• Greet patients and visitors, creating a welcoming environment and delivering excellent customer service.
• Handle telephone enquiries and resolve patients' enquiries.
• Keep reception and waiting areas neat and clean to make patients feel welcome and comfortable.
• Communicate results to patients following instructions from GPs.
• Scheduled patient appointments using Vision booking system.
• Maintain timely check-in service, noting patient arrivals for efficient appointment running.
• Protect patient confidentiality.
• Update patient records.
• Provide administrative support for GP and nursing staff.
• Process high volumes of repeat and acute prescription requests.
• Carry out start and end of day procedures for busy GP practice.
• File electronic documents into the patient's medical record using Docman.
• Data entry of patient vaccination information.
• Ensure compliance with GDPR regulations.
• Monitor stock and order stationery and medical supplies.

While at school I worked on a voluntary basis for 6 months in my local Oxfam shop.

• Sort and price donated clothes, books and homewares.
• Receive donations from the public and ensure they are stored safely.
• Provide excellent customer service on the shop floor, assisting customers with product selection and sales, and recommending items to increase transaction value.
• Create attractive displays across the shop.
• Prepare products for the sales floor, steaming and presenting items immaculately for appealing displays.
• Complete purchases with cash, credit and debit payment methods, providing customer receipts for reference.
• Promote the Gift Aid scheme.