Emily Hines-Johnson
Castleford
Summary
I am a Business Support Administrator with experience in multiple types of administration roles, financial support and customers services roles. I maintain professional communications through orderly call, email and mail handling. I enjoy multitasking and plan successfully to achieve tasks accurately and within deadlines. I am adaptable to changing priorities for smooth clerical support. I work well individually or within a team, methodical and precise for reliable records and communications.
Overview
15
15
years of professional experience
Work history
Business Support Administrator
Enable Therapy Services Ltd
Leeds, Yorkshire
01.2018 - Current
- Interacted with customers professionally by phone, email and in-person to deliver accurate service information and support.
- Maintained high standards of accuracy and quality in data entry and recordkeeping.
- Kept files/spreadsheets organised and up-to-date on physical files and digitised records to support ease of access and GDPR compliance.
- Assisted Senior Management with reports/statistics in preparation for account meetings.
- Prepared invoices, payment/aged debt spreadsheets monthly to support the accounts team.
- Monitored and updated budget and account records.
- Coached and trained administrative staff to fulfill tasks and projects.
- Made travel arrangements and booked accommodation for staff members.
- Received, sorted and distributed incoming mail.
- Screened phone calls and routed callers to appropriate parties or relayed detailed messages if unable to route calls.
- Kept files organised and up-to-date for accurate record-keeping purposes.
- Improved patient outcomes, educating patients, families and carers on treatment procedures and most effective home care.
- Supported Case Managers and patients with coordinating appointments/chasing medical records/emotional support/locating and onboarding suitable clinicians.
Breakfast Team Leader
Thorpe Park Hotel & Spa
Leeds, Yorkshire
01.2014 - 12.2017
- Confirmed all staff adhered to uniform and personal hygiene policy as detailed within Company Induction Pack.
- Gave direction for correct storage and disposal of food in line with company policies and procedures.
- Controlled food and beverage inventory, strategically ordering supplies and anticipating consumer demands to prevent out-of-stock items.
- Reported any equipment defects to line manager in line with company procedures.
- Trained new joiners in food regulatory compliance and company standards by delivering on-the-job and mandatory training.
- Supervised service of all food and beverages within hotel in absence of food and beverage manager.
- Organised breaks based on fluctuations in volume of business to avoid having stafff shortages during peak hours.
- Managed restaurant and bar booking sheets to organise guest lists and avoid double bookings.
- Delivered functions and events to required standards in collaboration with events coordinator.
- Warmly greeted guests upon arrival to create welcoming atmosphere.
- Calculated charges, issued bills and collected payments, processing accurately to avoid till discrepancies.
- Managed restaurant closing duties, from cleaning dining areas to cashing up tills.
- Used appropriate sanitising and cleaning products to maintain hygienic kitchen and food preparation areas.
- Regularly communicated with kitchen and bar staff to maintain smooth front of house operations, minimising potential service delays.
- 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.
- Assisted customers with menu selection, offering knowledge of current special dishes and personal recommendations to build rapport.
- Served meals and drinks with professionalism and skill, maintaining high presentation and quality standards.
- Participated in staff meetings to discuss daily specials, revisions on menu and event specifications.
- Provided friendly, courteous service, maximising positive customer satisfaction ratings.
- Informed customers regarding ingredients used to address allergy and dietary issues.
- Verified ID of customers to determine eligibility for consumption of alcoholic beverages.
Food & beverage assistant
Cafe Living
Leeds, Yorkshire
01.2011 - 01.2014
- Warmly greeted customers upon arrival, minimising wait times to improve restaurant experiences.
- Covered front-of-house with excellent presentation.
- Maintained thorough food, drink and menu knowledge, providing expert assistance with customer selections.
- Actively listened to guests and understood when managing complex food service complaints.
- Placed orders and processed payments in POS systems, maintaining efficient service operations.
- Cultivated clean and tidy restaurant, minimising potential health and safety risks.
- Completed daily set up and pack down duties, cash counting and stock replenishing.
- Enforced rules for cleanliness and sanitisation to ensure constant compliance with health and food safety standards.
- Stored and carefully handled stock to minimise wastage.
- Stocked and displayed food according to company policy.
- Maintained poise and focus under pressure allowing for efficient, error-free meal delivery.
Receptionist
Fine Line Tattoo Studio
Leeds, Yorkshire
01.2009 - 01.2011
- Greeted incoming customers or via telephone in a professional manner and provided friendly, knowledgeable assistance.
- Delivered front of house duties with warm and professional manner.
- Kept reception area clean and neat to give visitors positive impression of the company.
- Answered and helped resolve enquiries from clients, vendors and general public.
- Collected and distributed incoming mail, employing strict confidentiality throughout.
- Managed bookings using Booker software to schedule, cancel and re-arrange appointments.
- Screened and verified visitor IDs.
- Reorganised filing system to reduce file location times.
- Provided support to tattooist, including restock of ink, printing of client designs and sterilising of equipment.
Education
BTEC Level 2 Certificate - Hospitality and Catering Principles (Hospitality Services) (QCF)
Babcock International Group LTD
Leeds /2012 - 01.2013
City & Guilds Certificate - Resort Representives
Park Lane College
Leeds /2009 - /2011
City & Guilds Certificate - Aviation Operations
Park Lane College
Leeds /2009 - /2011
City & Guilds Diploma - Air Cabin Crew
Park Lane College
Leeds /2009 - /2011
GCSEs - English
Cockburn College of Arts
Leeds /2005 - /2009
GCSEs - English Literature
Cockburn College of Arts
Leeds /2005 - /2009
GCSEs - Maths
Cockburn College of Arts
Leeds /2005 - /2009
GCSEs - Science
Cockburn College of Arts
Leeds /2005 - /2009
GCSEs - Business Studies
Cockburn College of Arts
Leeds /2005 - /2009
GCSEs - Food Technology
Cockburn College of Arts
Leeds /2005 - /2009
GCSEs - Art & Design
Cockburn College of Arts
Leeds /2005 - /2009
GCSEs - Sport
Cockburn College of Arts
Leeds /2005 - /2009
Skills
- Telephone skills
- Meticulous and organised
- Professional demeanour
- Attention to detail
- Personable and outgoing
- Database and records management
- Filing and documentation
- Record-keeping and bookkeeping
- Invoice processing
- Client conflict resolution
- Inbox management
- Data input
- Memorisation and recall
- Email management
- Customer service
- Rapport building
Timeline
Business Support Administrator
Enable Therapy Services Ltd
01.2018 - Current
Breakfast Team Leader
Thorpe Park Hotel & Spa
01.2014 - 12.2017
Food & beverage assistant
Cafe Living
01.2011 - 01.2014
Receptionist
Fine Line Tattoo Studio
01.2009 - 01.2011
BTEC Level 2 Certificate - Hospitality and Catering Principles (Hospitality Services) (QCF)
Babcock International Group LTD
/2012 - 01.2013
City & Guilds Certificate - Resort Representives
Park Lane College
/2009 - /2011
City & Guilds Certificate - Aviation Operations
Park Lane College
/2009 - /2011
City & Guilds Diploma - Air Cabin Crew
Park Lane College
/2009 - /2011
GCSEs - English
Cockburn College of Arts
/2005 - /2009
GCSEs - English Literature
Cockburn College of Arts
/2005 - /2009
GCSEs - Maths
Cockburn College of Arts
/2005 - /2009
GCSEs - Science
Cockburn College of Arts
/2005 - /2009
GCSEs - Business Studies
Cockburn College of Arts
/2005 - /2009
GCSEs - Food Technology
Cockburn College of Arts
/2005 - /2009
GCSEs - Art & Design
Cockburn College of Arts
/2005 - /2009
GCSEs - Sport
Cockburn College of Arts
/2005 - /2009
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