Gillian EMMA Hions
St Helens,Merseyside
Summary
Offering strong organisational skills and keen ability to manage multiple tasks in fast-paced environments. Excellent at coordinating work flow, communicating clearly, and solving problems quickly. Ready to use and develop skills in time management, upselling and communication in a Holiday planner role.
A person ready to take on a challenging new role harnessing interpersonal skills, collaboration and problem-solving. Driven to deliver high-quality service and exceptional customer relations .
Overview
31
31
years of professional experience
4
4
years of post-secondary education
Work History
Rail Terminal Coordinator/Allocator
CAT UK SERVICES LTD
Liverpool, Merseyside
08.2011 - Current
- Improved Team communication by implementing effective strategies.
- Successful and timely completion of daily tasks.
- Trained and developed team members.
- Troubleshot potential problems before escalation, preventing major disruptions.
- Facilitated cross-departmental meetings.
- Oversaw daily operations ensuring consistency in quality and service delivery.
- Conducted analysis and research to support decision-making.
- Improved workflow efficiency by developing process improvements.
- Liaised with Transport companies to facilitate prompt deliveries.
- Assisted in logistics planning, improving overall service delivery.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Offered friendly, efficient customer service and handled challenging situations with ease.
- Improved efficiency and productivity by acquiring new skills.
PA to the General Manager
Devere Hotels PLC
Warrington, Cheshire
12.2008 - 08.2011
- Managed complex diaries, ensuring seamless executive schedules.
- Facilitated communication between departments with professional liaison skills.
- Streamlined office processes to increase efficiency.
- Coordinated travel arrangements, for the Senior Management team
- Prioritised tasks for improved productivity.
- Drafted correspondence, enhancing corporate image.
- Assisted in event planning, leading to successful corporate, promotional gatherings.
- Handled incoming calls professionally, ensuring excellent customer service delivery.
- Participated in, and minuting team meetings.
- Managed expense reports accurately on behalf of the GM.
- Improved output quality by proofreading documents before distribution.
- Ensured timely responses to emails.
- Processed mail, email and phone enquiries, minimising correspondence backlogs.
- Coordinated and secured meetings for management teams, distributing relevant resources ahead of time.
- Co-ordinated customer complaints and feedback to relevant departments
Events Office Manager (and Assistant)
Devere Hotels PLC
Warrington, Cheshire
02.2006 - 12.2008
- Managing an Event sales team of 4 co-ordinators.
- Working alongside hotel Operations to deliver exceptional events.
- Created and submitted budgets and reports to upper management.
- Delivered new starter training and mentored established staff.
- Worked closely with the Revenue and Sales Manager to deliver projected revenues.
- Conducted individual appraisals, and devised personal development plans to improve staff performance.
- An active member of the sales team with a strong customer focus
Reservations Manager
Devere Hotels PLC
Warrington, Cheshire
03.2005 - 02.2006
- Improved customer satisfaction with quick and accurate bedroom reservations.
- Trained team members to improve performance and productivity.
- Addressed customer complaints, resulting in increased loyalty and repeat bookings.
- Managed large groups and events bookings with ease and efficiency.
- Collaborated closely with sales team on corporate bookings, enhancing business relationships.
- Monitored competitor activities for benchmarking hotel pricing strategy.
- Attended regular meetings with department heads for operational updates.
- Maintained accurate records of bookings on hotel reservation system and forecasted probable revenue streams.
- Created rate plans and worked with revenue manager to boost occupancy and average achieved room rate.
- Conducted calls professionally and politely to maintain excellent service standards.
- Communicated reservation confirmations to guests via post and email.
- Dealt with high-volume calls and emails competently to meet service targets.
- Completed bookings and reservation amendments using hospitality property management software.
Reservations team leader
Village hotel and leisure club
Warrington
09.2002 - 03.2005
- Improved customer satisfaction by effectively managing reservation inquiries.
- Led team meetings for effective communication and problem-solving.
- Ensured seamless booking experience with meticulous attention to detail.
- Trained new team members to enhance productivity and service quality.
- Streamlined operational processes, ensuring smoother workflow.
- Liaised with other departments for efficient resolution of customer complaints.
- Maintained updated knowledge of hotel services, resulting in improved guest experiences.
- Managed high volume of calls, providing prompt and courteous service.
- Implemented new reservations software to increase efficiency and accuracy.
- Developed strategies for peak periods, ensuring optimal occupancy levels without overbooking.
- Communicated reservation confirmations to guests via post and email.
- Completed bookings and reservation amendments using hospitality property management software.
- Processed payments and online bookings with zero error.
- Upsold guest experiences to maximise average booking value.
Reservations clerk
Devere Hotels PLC
Warrington, Cheshire
06.1999 - 09.2002
- Enhanced customer satisfaction by handling reservation inquiries in an efficient manner.
- Improved booking experience for clients through clear and concise communication.
- Assured accuracy of reservations with meticulous data entry.
- Coordinated special requests to enhance guest stay.
- Nurtured relationships with repeat customers, resulting in increased loyalty.
- Maintained up-to-date knowledge on all hotels and their facilities for informed advice.
- Processed payments promptly, ensuring a hassle-free booking experience for guests.
- Where possible assisted guests with queries about local attractions to enrich their stay.
Agency Work
PPC Warrington & CIC Widnes
Warrington, Cheshire
11.1998 - 06.1999
- Maintained accurate data entry by diligently inputting information from various sources.
- Sorted and distributed invoices, improving office organisation.
- Reconciled purchase orders with invoices for financial accuracy.
- Coordinated with finance team to expedite invoice approvals.
- Performed routine clerical duties, facilitated office operations.
Field co-ordinator
AA Mobile Communications
Warrington, Cheshire
03.1995 - 11.1998
- Co-ordinator of a team field based engineers installing hands free car communication kits
- Improved efficiency by organising transport schedules and routes.
- Coordinated Installations to maximise customer satisfaction.
- Clearly communicating job information to the engineers
- Allocated resources efficiently, maximising productivity.
- Liaised effectively with drivers to resolve on-road challenges swiftly.
- Improved customer satisfaction by maintaining consistent communication about driver arrival times.
Bars and catering assistant
Golden Gates Leisure
Warrington, Cheshire
09.1993 - 08.1996
- Part time position working in various Council ran facilities for events such as mayoral ball, private events, concerts, theatre shows and cafes.
- Assisted in the preparation of buffet services, enhancing event experiences for clients.
- Provided excellent customer service, ensuring guest satisfaction.
- Prepared beverages, ensuring consistent quality.
- Engaged in upselling techniques, boosting sales revenue.
- Restocked bar efficiently during busy periods.
- Executed food preparation tasks efficiently to meet dining deadlines.
- Served food and beverages to dining guests with outstanding customer service.
- Served food in a timely manner to ensure hot, fresh meals.
Education
BTEC National - Art & Design
University of Chester, Warrington
Warrington, Cheshire 09.1993 - 07.1997
Skills
- Communication expertise
- Administrative leadership
- Compliance understanding
- Report generation
- Resource allocation
- Event coordination
- Administrative support
- Client relationship building
- Customer relationship building
- Outstanding customer service
- General office administration
Affiliations
- Crafting, paper, clay, paint, I enjoy creating new things and find it very therapeutic.
- Socialising, having the most amazing family and friends means life is never dull.
- Walking, nothing too strenuous just enjoy being in the fresh air and light exercise
- Exercise, I attend a Boot camp weekly which involves weight training and some cardio activities
Timeline
Rail Terminal Coordinator/Allocator
CAT UK SERVICES LTD
08.2011 - Current
PA to the General Manager
Devere Hotels PLC
12.2008 - 08.2011
Events Office Manager (and Assistant)
Devere Hotels PLC
02.2006 - 12.2008
Reservations Manager
Devere Hotels PLC
03.2005 - 02.2006
Reservations team leader
Village hotel and leisure club
09.2002 - 03.2005
Reservations clerk
Devere Hotels PLC
06.1999 - 09.2002
Agency Work
PPC Warrington & CIC Widnes
11.1998 - 06.1999
Field co-ordinator
AA Mobile Communications
03.1995 - 11.1998
Bars and catering assistant
Golden Gates Leisure
09.1993 - 08.1996
BTEC National - Art & Design
University of Chester, Warrington
09.1993 - 07.1997
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