Holly Guy

As a flight attendant at TUI Airways, I operate across a mix of both long and short haul flights, ensuring a safe and secure environment for both passengers and crew in a variety of settings and time zones. I deliver exceptional customer service to approximately 180 passengers per flight. My expertise in safety procedures and commitment to high quality service were honed through four weeks of intensive training, covering areas such as first aid, firefighting, and comprehensive safety protocols. This rigorous preparation equipped me with the skills and confidence to excel in high pressure situations, making me a highly proficient and dependable professional. After completing just one season, I was selected to become a Brand Ambassador, a role that reflects my professionalism, reliability and ability to positively represent the TUI brand.

My key responsibilities while working at TUI Airways included:

● Conducted thorough pre-flight aircraft checks to ensure all equipment was correctly placed and fully operational, maintaining the highest standards of onboard security.
● Strictly adhered to airline and national aviation regulations, ensuring comprehensive safety and security procedures were consistently met.
● Provided first aid to passengers experiencing medical emergencies, demonstrating quick thinking and proficient care.
● Maintained impeccable standards of cleanliness and personal appearance, enhancing professionalism and fostering passenger confidence.
● Delivered personalized assistance to pregnant women, elderly passengers, and those with disabilities, ensuring comfort and accessibility.
● Efficiently resolved passenger inquiries and issues during flights, delivering exceptional customer service.
● Effectively addressed and resolved passenger complaints, ensuring a satisfactory experience for all travelers.
● Regularly attended training sessions in customer service, conflict resolution, and safety procedures, staying current with industry standards and best practices.
● Exhibited a calm and reassuring demeanor when managing distressed passengers, alleviating fears and providing a secure environment.
● Served beverages and meals, offering detailed information about in-flight offerings to enhance the passenger experience.
● Clearly communicated and demonstrated safety and emergency procedures to passengers before takeoff, ensuring their preparedness.
● Maintained a clean and organized work area, upholding cleanliness and quality standards throughout the flight.
● Prepared and submitted detailed flight reports to management, addressing any issues or concerns encountered during flights.
● Actively participated in pre-flight briefings to understand the specific duties and positions of flight attendants for each flight.

At Hays Travel Head Office, I was part of a dynamic team of 8 responsible for creating engaging content for our Facebook, Careers, Cruise, and Instagram pages. The posts ranged from exciting travel offers and recruitment opportunities to a variety of other compelling content.

My time at Hays Travel deepened my passion for the travel industry, providing valuable insights into its vastness and diversity. Working closely with suppliers to promote exclusive offers broadened my perspective on how much the world has to offer and sparked a greater enthusiasm for discovery.

My key responsibilities and roles whilst working at Hays Travel entailed:

• Provided technical support to branches and homeworkers, addressing system issues and general social media inquiries.

• Designed post templates for use by branches, ensuring consistency and brand alignment.

• Managed the boosting of social media posts for both homeworkers and branches to increase reach and engagement.

• Compiled and reported weekly performance statistics on promotional offers to the management team.

• Communicated effectively with team members to ensure seamless workflow and collaboration.

• Prioritized tasks efficiently during high-volume periods to meet deadlines and maintain productivity.

• Gained proficiency in various workplace software and systems.

• Participated in annual team meetings to discuss performance, goals, and strategies.

Core Skills:

• Excellent verbal and written communication skills
• Forming close friendships with other teams
• Quickly being able to familiarise myself with new systems and softwares
• Critical thinking skills
• Being detail-orientated
• Quick-learning skills
• Being able to work within a team
• Problem solving skills
• Strong- organisational skills

My journey at M&S began in the bakery, where I managed the production and delivery of a wide range of fresh, high-quality baked goods. Transitioning later to the M&S Café, I continued to deliver exceptional customer service while working in a fast-paced environment, ensuring a seamless experience for customers.

Bakery Role:
As a baker, I was responsible for preparing, baking, and displaying a variety of baked goods to meet the high standards of M&S. Working independently, I managed early morning production to ensure all items were ready for the store opening. This role honed my time management, attention to detail, and adherence to food safety standards.

Key Responsibilities in the Bakery:
● Prepared, baked, and displayed a range of bakery items—including cakes, cookies, scones, and biscuits—by 8 am, ensuring product availability for customers.
● Managed my own schedule and breaks, ensuring continuous productivity throughout the day.
● Maintained a clean and hygienic work environment, strictly following health and safety regulations.
● Stayed up to date with store phase changes and product updates, ensuring that all bakery items met M&S quality standards.
● Developed proficiency in store technology and tills, ensuring seamless customer transactions.
● Acquired knowledge of food safety laws and regulations, ensuring compliance with all standards and best practices.
● Followed standard operating procedures to deliver consistently high-quality baked goods, contributing to customer satisfaction and repeat business.

Café Role:
After moving to the M&S Café, I embraced a customer-facing role, building rapport with both customers and colleagues. In this team environment, I contributed to the smooth operation of the café while delivering high-quality service and maintaining a positive atmosphere.

Key Responsibilities in the Café:
● Efficiently prepared and served high-volume coffee and beverage orders, ensuring accuracy and quick service during peak hours.
● Continuously expanded my knowledge of coffee varieties and brewing techniques to provide informed recommendations to customers, enhancing their experience.
● Effectively managed café operations during busy periods, ensuring that drinks and food were served promptly to maintain customer satisfaction.
● Reduced food waste through careful inventory management, contributing to the café’s sustainability initiatives and improving overall profitability.
● Built lasting relationships with customers, fostering loyalty through personalised service and attention to individual preferences.
● Participated in café opening and closing procedures, ensuring all equipment and products were cleaned and stored properly at the end of each shift, adhering to health and safety guidelines.

During my time at The Westminster, I was responsible for ensuring a positive and enjoyable experience for all guests by attending to their needs and providing exceptional service. This included welcoming guests to their tables, offering information on special promotions, and delivering attentive service throughout their visit.

Key Roles and Responsibilities:
● Maintained and enforced strict cleanliness and social distancing policies in line with COVID-19 regulations, prioritizing the safety of both customers and employees while ensuring customer satisfaction.
● Worked efficiently during high-traffic events, such as the Euros, where the bar experienced significant demand. This required multitasking, time management, and the ability to thrive under pressure, all of which I executed successfully.
● Warmly greeted new and returning customers, building rapport and fostering relationships that encouraged repeat business and customer loyalty.
● Resolved conflicts swiftly and professionally, achieving 100% customer satisfaction by addressing concerns in a calm and efficient manner.
● Memorized over 30 menu items, including rotating specials, to provide personalized recommendations tailored to guest preferences.
● Served lunch and dinner to 30-50 customers per shift, ensuring timely and accurate service that enhanced the overall dining experience.

Core Skills:
● Proficient in cash handling and credit card payment processes.
● Strong housekeeping and cleanliness standards, ensuring a well-maintained environment for guests.
● Comprehensive knowledge of food and beverage policies and procedures.
● Excellent customer service skills, with the ability to manage high-pressure situations.
● Till trained, with a focus on accuracy and efficiency during transactions.

During my time at Trainline, I worked collaboratively within a team of three to consistently deliver outstanding customer service while preparing both hot and cold beverages. My role involved maintaining high standards of service, ensuring customer satisfaction, and supporting management in the daily operations of the coffee shop.

Key Responsibilities:
● Managed the opening and closing procedures of the coffee shop, ensuring all tasks were completed efficiently and on time.
● Assisted the coffee shop manager in overseeing operations, including recommending new staff hires and providing comprehensive training to ensure team competency.
● Took prompt and effective action to address customer concerns, maintaining high levels of satisfaction and ensuring the safety of both customers and staff.
● Memorized a dynamic menu featuring rotating beverage options, allowing me to offer personalized recommendations to customers.
● Acknowledged, welcomed, and greeted guests, while expertly preparing a wide variety of simple and complex coffees, teas, and cold beverages according to customer preferences.

Core Skills:
● In-depth knowledge of hygiene regulations, ensuring compliance with health and safety standards.
● Expertise in coffee preparation, including specialty drinks and custom orders.
● Strong customer service skills, consistently delivering a positive and engaging experience.
● Familiarity with food preparation guidelines, ensuring quality and safety in all products served.

During my tenure at Pure Bliss Spa, I independently provided a range of treatments to a diverse clientele, managing daily visits that varied from 7 to 12 clients. My role required exceptional attention to detail, strong customer service skills, and a commitment to maintaining a high standard of cleanliness and professionalism.

Key Responsibilities:
● Processed cash and credit card payments, ensuring accurate reconciliation of transactions at the end of each day.
● Assisted clients in completing medical questionnaires to identify any health issues or allergies, ensuring safe and tailored treatments.
● Managed client appointments, warmly greeted guests, addressed enquiries, and resolved any customer complaints to ensure a positive experience.
● Maintained the reception area, relaxation zones, and treatment rooms in an immaculate and presentable condition, adhering to high standards of cleanliness and sterilization for all beauty tools.
● Conducted thorough client consultations to assess skin and body needs, providing personalized recommendations and delivering appropriate beauty and massage treatments.

Core Skills:
● Exceptional customer service, creating a welcoming and professional environment for clients.
● Proficient in delivering a range of beauty treatments, including skin care and massage.
● Skilled in client consultations, offering tailored advice and treatment plans.
● Competent in makeup application, enhancing client satisfaction through expert services.