- Enjoy hillwalking, travelling, and outdoor adventures with my dog I maintain an active lifestyle through regular gym training and have a strong passion for tennis and sport
Emma Welsh
Dundee
Summary
Analytical professional with expertise in hotel revenue management, front office operations, leisure administration, and sports development. Skilled in analysing performance data, conducting research, and preparing reports to identify opportunities for revenue growth and enhanced customer experience. Holds a Master’s by Research and possesses experience in coaching and inclusive sports development, demonstrating strong organisational and communication abilities.
Overview
1
1
Certification
8
8
years of professional experience
Work History
Hotel Revenue and Reception Manager
Lomond Hills Hotel and Health Club
Freuchie
02.2025 - Current
- Drive revenue growth and maximise profitability across three properties within the portfolio, focusing on rooms, food and beverage, and health club facilities.
- Develop and implement revenue management strategies, pricing structures, forecasting, and reservations processes to optimise occupancy, room rates, and overall financial performance.
- Identify and implement opportunities to increase F&B sales, maximise room revenue, grow health club income, and enhance departmental profitability.
- Analyse and monitor 3 key KPIs: ADR, RevPAR, occupancy across rooms.
- Prepare and present high-level data analysis to Directors weekly, alongside detailed monthly performance reviews, providing actionable insights to support strategic decision-making.
- Monitored market trends, competitor activity, booking patterns, and customer demand to inform revenue strategies.
- Analysed guest feedback, satisfaction scores, and operational performance to pinpoint improvement areas and implement initiatives enhancing service delivery.
Hotel Receptionist
Angus Hotel and Spa
02.2024 - 02.2025
- Managed front desk operations, overseeing guest check-ins, check-outs, room reservations, booking amendments, and enquiries to enhance guest experience.
- Handled telephone calls, email correspondence, and booking requests promptly, ensuring high levels of guest satisfaction.
- Processed guest payments and billing enquiries, ensuring accurate financial transactions aligned with hotel procedures for smooth operations.
- Maintained accurate guest records and adhered to data protection requirements, health and safety procedures, and hotel operating standards.
- Supported front office with administrative tasks to ensure efficient operations., daily reporting, and cash handling to support the smooth running of front office operations.
Senior Leisure Receptionist
Clayton Leisure Centre
Balmullo
04.2022 - 10.2024
- Managed daily reception operations, enhancing customer experience through efficient bookings, membership administration, payment processing, and resolution of enquiries and complaints.
- Facilitated revenue generation by processing bookings and promoting memberships, ensuring accurate and efficient management of customer transactions.
- Operated pool plant equipment, ensuring compliance with safety procedures and effective application of water treatment chemicals to maintain water quality.
Bike Ability Coach
Ancrum Outdoor Centre
Dundee, Dundee City
02.2021 - 04.2022
- Delivered cycling and road safety lessons to primary school pupils, enhancing their understanding of safe cycling practices.
- Adapted coaching methods for children with additional support needs, fostering improvements in balance, coordination, and confidence levels.
- Build athlete confidence through motivation and encouragement strategies.
Tennis Development Apprentice
Tennis Scotland
09.2018 - 09.2019
- Facilitated inclusive tennis development, expanding opportunities for children and young people, particularly those with disabilities and teenage girls.
- Coached tennis at Gleneagles Hotel, enhancing participation for hotel guests, club members, and local schools in Perthshire and Stirlingshire.
- Completed CPDs in disability sport, adult coaching, competition organisation, and inclusivity.
- Supported Tennis Scotland with operational duties and gained insights by shadowing industry professionals in sports development and governing body operations.
Education
Masters by Research - Sport and Exercise
Abertay University
02-2025
First Class BSc (Hons) - Sports Development and Coaching
Abertay University
Dundee01-2023
Higher National Certificate - Coaching and Development of Sport
Forth Valley College
Falkirk01-2018
Skills
- Revenue management
- Revenue forecasting
- ADR analysis
- KPI reporting
- Forecasting models
- Reservation systems
- Front office operations
- Reporting and documentation
- Microsoft Excel
- Health and safety compliance
- Facility management
- Customer relationship management
Certification
- SCQF Level 6 Scottish Personal License
- LTA Level 2 Tennis Coach
- Level 3 Cycle Trainer
- Driving Licence
- SCQF Level 7 Leisure Management
- First Aid at Work
Interests
Timeline
Hotel Revenue and Reception Manager
Lomond Hills Hotel and Health Club
02.2025 - Current
Hotel Receptionist
Angus Hotel and Spa
02.2024 - 02.2025
Senior Leisure Receptionist
Clayton Leisure Centre
04.2022 - 10.2024
Bike Ability Coach
Ancrum Outdoor Centre
02.2021 - 04.2022
Tennis Development Apprentice
Tennis Scotland
09.2018 - 09.2019
Masters by Research - Sport and Exercise
Abertay University
First Class BSc (Hons) - Sports Development and Coaching
Abertay University
Higher National Certificate - Coaching and Development of Sport
Forth Valley College