Esme Allen
Kinnesswood,Perth and Kinross
Summary
Accomplished professional with expertise in leadership proficiency, operational software, and customer relationship building. Demonstrated ability to coordinate interdepartmental efforts and deliver technical briefs effectively. Proficient in bookkeeping and the Microsoft Office Suite, ensuring seamless administrative operations. Committed to leveraging skills for organisational growth and efficiency.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Graduate operations manager
Hilton Hotels
Glasgow
08.2023 - 08.2024
- Completed hands on management training, reporting to the senior management team in one of central Glasgow's largest Hilton hotels.
- Attended senior management quarterly meetings to minute take and produce post-meeting reports.
- Regularly used Microsoft Workspace gaining an intermediate skill in Excel, PowerPoint, Outlook and Word.
- Monitored customer complaint emails to maintain guest satifaction score of 85%+ and drafted correspondence while liaising with senior managers.
- Prioritised tasks in high-pressure environments for timely delivery.
- Oversaw beverage stock valued at £2.2 million.
- Monitored budget allocations reducing unnecessary expenditure.
- Undertook staff training, improving overall team efficiency.
Meeting and event sales executive
Hilton Hotels
Glasgow
06.2023 - 08.2023
- Managed Christmas diary for the 2023 festive season, coordinating payments for over 6000+ covers across December via Microsoft Excel.
- Contributed towards sales of award winning facilities in one of Scotland's largest indoor ballrooms to a range of industries.
- Used Salesforce at an intermediate level.
- Outlined clear project timelines to meet strict deadlines.
- Established partnerships with external suppliers, enhancing service offerings.
Customer service executive
Kimpton Blythswood Square Hotel
Glasgow
11.2021 - 06.2023
- Awarded hotel employee of the month for outstanding customer experience skills and commitment to work.
- Handled high-volume customer inquiries, ensuring prompt response times while training others to do the same.
- Led weekly team briefings to instil organisation and structure into high-pressure environments.
- Enhanced brand reputation with excellent telephone etiquette.
- Improved customer satisfaction by addressing and resolving complaints swiftly.
- Built lasting relationships with regular customers, fostering brand loyalty.
- Coordinated with other departments for efficient problem resolution.
Bartender
Revolution Bars
Glasgow
11.2019 - 07.2020
- Delivered private masterclass workshops to drive personalised experiences and company revenue.
- Promoted to student sales representative due to networking skills and sociable personality to bring unions in for their nights out.
- Assisted in menu planning offering innovative ideas based on popular preferences.
- Created an inviting atmosphere through friendly interaction with customers.
- Promoted special events and offers effectively leading to increased footfall on those days.
- Handled cash transactions securely minimising risk of theft or fraud.
Education
Bachelor of Arts - Social Sciences with Research
Glasgow Caledonian University
Glasgow 09.2019 - 05.2023
Skills
- Leadership proficiency
- Knowledge of operational software
- Customer relationship building
- Interdepartmental coordination
- Technical briefs
- Bookkeeping
- Microsoft Office Suite
Accomplishments
- Co-authored 2022 report with the Scottish Poverty and Inequality Research Unit about Scottish school children's opinion on school meals.
- Authored a published article with the National Trust for Scotland to commemorate Remembrance Day.
- Featured on Glasgow Caledonian University archives as a member of the Social Enterprise for Virtual Enterprise and Remote Entrepreneurship program after a 2-year development program funded by the British Council from 2020-2022.
- Awarded hotel employee of the month at Kimpton Blythswood Square Hotel in 2021.
Volunteering
Mingle Hostels event coordinator | Kuala Lumpur, Malaysia (March 2025)
- Socialised with guests to ensure the safety and comfort of others.
- Organised and ran social events, tours, dinners etc.
- Reported complaints and responded to enquiries.
Cancer Research shop assistant | Queen Street, Glasgow (2019/2020)
- Assisted in FOH operations e.g. answering phone calls, logging new memberships, operating POS system and handling cash payments.
- Trained new volunteers and made them feel welcome.
Helen O'Grady Drama Academy | Kinross, Perth & Kinross (2017/2019)
- Teaching drama classes to ages 6-12 on weekends.
- Assistant director in the end of year show performed to the community.
- Organised and structured class content with head drama teacher.
Affiliations
- Hiking
- Netball
- Volunteering
References
References available upon request.
Certification
Personal Licence Holder
Issued by Glasgow City Council
2024.
Timeline
Graduate operations manager
Hilton Hotels
08.2023 - 08.2024
Meeting and event sales executive
Hilton Hotels
06.2023 - 08.2023
Customer service executive
Kimpton Blythswood Square Hotel
11.2021 - 06.2023
Bartender
Revolution Bars
11.2019 - 07.2020
Bachelor of Arts - Social Sciences with Research
Glasgow Caledonian University
09.2019 - 05.2023
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