Ella Watkins
Uckfield,East Sussex
Summary
Detail-oriented professional with strong communication and organisational skills, proficient in Microsoft Office. Demonstrates a professional attitude and excels in problem-solving, with the ability to work independently and collaboratively. Experienced in maintaining high hospitality standards, managing email correspondence, and operating telephones efficiently.
Overview
7
7
years of professional experience
14
14
years of post-secondary education
Work history
Receptionist
Holiday Inn Gatwick Worth
Turners Hill, West Sussex
2025.05 - Current
- Reduced wait times with high-speed processing of reservations.
- Managed room availability charts to ensure zero overbooking.
- Maintained clean and organised reception area, creating a welcoming atmosphere.
- Managed lost property system effectively to return misplaced items quickly.
- Responded promptly to customer queries, ensuring an enjoyable stay.
- Coordinated smoothly with housekeeping staff, ensuring rooms were ready on time.
- Increased efficiency by swiftly resolving any complaints or issues.
- Maintained security measures, protecting guest personal information and privacy.
- Handled telephone enquiries professionally, delivering accurate information about the hotel and its services.
- Ensured guest comfort with prompt attention to their needs and requests.
Reception
Alexander Hotels (Utopia Leisure Ltd) Langshott Manor Hotel
Horley, Surrey
2025.02 - 2025.04
- Greeted and directed visitors to create a professional and welcoming first impression.
- Managed a multi-line phone system, efficiently answering and routing calls.
- Addressed inquiries and resolved issues to deliver excellent customer service.
- Scheduled and coordinated appointments to ensure timely and accurate attendance.
- Maintained a clean and organized reception area, ensuring a professional environment.
- Provided administrative support, including filing, data entry, and preparing documents.
- Managed office supplies, ensuring adequate stock levels.
- Assisted with event planning and coordination, ensuring smooth operations.
Duty Manager
SSP UK (Starbucks franchise)
Gatwick airport, West Sussex
2024.04 - 2025.02
- Kept work areas spotlessly clean for optimal hygiene levels and consistent customer satisfaction.
- Warmly greeted customers and proactively reduced wait times.
- Demonstrated proper food handling and safety standards.
- Delivered reliable customer service with attention to detail even under high pressure.
- Offered exceptional customer service with strong product knowledge.
- Remained flexible to cover shifts and work overtime as required.
- Completed daily cleaning lists to maintain tidy and welcoming dining areas.
- Completed opening and closing checklists to create welcoming store environment.
- Applied exceptional memory and multi-tasking skills to maintain optimal productivity.
- Resolved customer queries by maintaining up-to-date knowledge of menus and ingredients.
- Received complaints and feedback, escalating as necessary for swift resolution.
Duty Manager
Kerry's Wine Bar and Cafe
Bexhill on sea, East Sussex
2023.05 - 2024.04
- Led and managed administrative staff to maintain smooth daily operations.
- Stepping in as manager when the general manager is off work or unavailable.
- Able to work with HR to hire and train new staff.
- Able to develop strategies for new projects, set deadlines and create workflows.
- Can delegate tasks effectively to team members while taking responsibility for the outcome.
- Helps team members to follow company rules and guidelines.
- Helps the general manager to make important decisions related to administration, projects and management procedures.
- Keeps records of financial and legal matters.
- Can summarise team activities in order to keep senior managers informed.
- Managed all stocklist for next following week.
Customer Service Assistant
PT Pakuwon Permai
Surabaya, East Java
2019.05 - 2022.02
- Respond to all customer inquiries and complaints as well as sales and payments within a predetermined time limit.
- Update and follow up customer database.
- Provide accurate and comprehensive information to customers.
- Have a willingness to help customers.
- Identify problems and provide appropriate and fast responses and solutions to serve customer complaints.
- Follow up and ensure that customers get the right solution for each problem.
- Establish and maintain good relationships with customers.
Education
Senior High School - Science
Senior High School 2 In Bangkalan
2013.01 - 2016.04
Junior High School - International Standard School Class
Junior High School 5 In Bangkalan
2010.01 - 2013.04
Elementary School - undefined
Elementary School
2003.01 - 2010.04
Skills
- Communication skills
- Microsoft Office proficiency
- Organisational skills
- Professional attitude
- Problem-solving skills
- Ability to work independently and as part of a team
- Hospitality standards
- Email correspondence
- Telephone operation
Timeline
Receptionist
Holiday Inn Gatwick Worth
2025.05 - Current
Reception
Alexander Hotels (Utopia Leisure Ltd) Langshott Manor Hotel
2025.02 - 2025.04
Duty Manager
SSP UK (Starbucks franchise)
2024.04 - 2025.02
Duty Manager
Kerry's Wine Bar and Cafe
2023.05 - 2024.04
Customer Service Assistant
PT Pakuwon Permai
2019.05 - 2022.02
Senior High School - Science
Senior High School 2 In Bangkalan
2013.01 - 2016.04
Junior High School - International Standard School Class
Junior High School 5 In Bangkalan
2010.01 - 2013.04
Elementary School - undefined
Elementary School
2003.01 - 2010.04