Emma Rufai
Birmingham
Summary
Diligent and disciplined professional with a strong commitment to delivering exceptional customer service. Outgoing personality and positive attitude foster welcoming environments for customers, both in-person and over the phone. Proven ability to remain calm and effective under pressure, with strong interpersonal skills developed through conflict resolution and teamwork. Passionate about personalising guest experiences to enhance satisfaction and loyalty.
Overview
9
9
years of professional experience
1
1
Certification
Work history
Receptionist/Duty Manager
Leonardo Royal Hotel Birmingham Formerly Jury's Inn
Birmingham, West Midlands
04.2022 - Current
- Managed daily operations of hotel ensuring high standards of service delivery.
- Resolved guest inquiries and complaints, providing effective resolutions to enhance satisfaction.
- Coordinated room bookings and special requests, optimising occupancy and guest experiences.
- Handled telephone enquiries with professionalism, providing accurate hotel information.
- Led a diverse team, fostering a positive and productive work environment
Host/Cocktail Waitress
Tonight Josephine's
05.2021 - 10.2021
- Organised brunches, afternoon teas, and social packages for groups of guests.
- Served cocktails to tables, enhancing guest experience.
- Assisted with hosting duties, including guest check-ins and table escorting.
- Resolved guest complaints with empathy and professionalism to ensure satisfaction.
- Coordinated weekly themed events such as Britney Brunches and Burlesque brunches.
Admin Assistant
Colourway Graphics
12.2020 - 05.2021
- Conducted clerical duties such as scanning, photocopying, and printing documents.
- Handled front office responsibilities by managing phone calls and taking messages.
- Recorded meeting minutes for accurate documentation.
- Utilised Microsoft Office to prepare and edit reports, memos, and emails.
Waitress
Ooty Station Restaurant, Selfridges and Co
05.2019 - 03.2020
- Welcomed customers warmly and seated them at designated tables.
- Delivered menus for customer ordering.
- Served food and beverages efficiently.
- Cleared and set tables to maintain cleanliness.
- Acquired skills in cocktail and mocktail preparation.
- Hosted guests professionally, ensuring a pleasant dining experience.
Cashier
Edgbaston Cricket Ground
03.2017 - 03.2020
- Managed cash register operations including opening and closing procedures.
- Implemented effective upselling techniques to enhance customer experience and satisfaction.
- Trained new cashiers on store policies and procedures to maintain standards.
- Managed queue effectively during peak hours.
- Demonstrated patience while dealing with difficult customers, maintaining professionalism.
- Resolved customer complaints and answered queries about store products.
Food and beverage assistant
Holiday Inn NEC Birmingham
10.2018 - 02.2019
- Set tables for banquets, weddings, parties, and business meetings.
- Decorated main hall to enhance event ambience.
- Served seasonal three-course meals with wine and starters.
- Ensured proper cutlery arrangement and cleared tables after meals.
- Collaborated with kitchen staff to ensure timely and accurate food preparation and service.
Receptionist
Salon in Oasis, Birmingham City Centre
03.2017 - 02.2018
- Responded to client inquiries via phone, delivering accurate and prompt assistance.
- Coordinated appointment bookings tailored to individual client schedules.
- Managed rescheduling and cancellations for clients unable to attend appointments.
Education
Bachelor of Arts - Social Work
University of Birmingham
Birmingham, England 09.2021 - 11.2022
Bachelor of Arts - Psychology & Counselling
Birmingham City University
Birmingham, England 09.2023 -
Skills
- Strong verbal and written communication
- Attention to detail
- Conflict resolution
- Strong work ethic
- Professionalism
- Team collaboration
- Microsoft Office proficiency
- Active listening
- Office equipment usage
- Event coordination
- Customer Engagement
Affiliations
- Horseriding
- Baking
- Volunteering
Certification
NSPCC - Childline Counsellor
Church of England Safeguarding Certificate
Alcohol Licensing
References
References available upon request.
Timeline
Bachelor of Arts - Psychology & Counselling
Birmingham City University
09.2023 -
Receptionist/Duty Manager
Leonardo Royal Hotel Birmingham Formerly Jury's Inn
04.2022 - Current
Bachelor of Arts - Social Work
University of Birmingham
09.2021 - 11.2022
Host/Cocktail Waitress
Tonight Josephine's
05.2021 - 10.2021
Admin Assistant
Colourway Graphics
12.2020 - 05.2021
Waitress
Ooty Station Restaurant, Selfridges and Co
05.2019 - 03.2020
Food and beverage assistant
Holiday Inn NEC Birmingham
10.2018 - 02.2019
Cashier
Edgbaston Cricket Ground
03.2017 - 03.2020
Receptionist
Salon in Oasis, Birmingham City Centre
03.2017 - 02.2018