Isabella Tilbury
Eastbourne,United Kingdom
Summary
I have been living in UK having moved from Australia, pursuing my passions for travel, people, and hospitality. Offering strong background in customer service and communication, with skills honed in handling diverse client needs and ensuring smooth operations. I thrive in dynamic environments and love connecting with people, problem solving, and delivering warm service. I'm a positive, bright professional with strong experience and an even stronger eagerness to learn and grow.
Overview
5
5
years of professional experience
Work history
Senior Receptionist
The Grand Hotel - Eastbourne, UK
Eastbourne, East Sussex
2025.08 - 2026.07
- Taking service and standard to the next level. Moving from 4 star luxury to 5 star
- Implementing my skills and experience into a new environment, team, and managerial role
- Supervise and supporting a team of receptionists, providing training, guidance, and real-time problem-solving during shifts
- Serve as the primary escalation point for guest concerns, ensuring swift resolution and consistent positive outcomes
- Oversee VIP arrivals and departures, coordinating personalised touches with concierge, housekeeping, and guest relations
- Recognised for calm leadership under pressure and a track record of elevating team performance
- Drive upselling initiatives and contribute to revenue targets while maintaining an authentic, guest-first approach
Receptionist
The Waldorf Hilton - London, UK
London
2023.09 - 2025.08
- As a front-facing representative of a leading brand hotel in London's most visited neighbourhoods, I delivered exceptional guest service while managing daily front desk operations in a fast-paced hospitality environment
- Awarded Top Enroller and consistently recognised in guest reviews; Team Member of the Month (Nov 2023) and Top Upseller
- My role demands an in-depth knowledge of both hotel systems and local attractions and recommendations
- Warmly greet and check in guests, ensuring a seamless and personalised arrival
- Efficiently manage reservations, cancellations, room allocations, reports, and refunds
- Handling and resolving guest concerns and complaints promptly with a focus on guest satisfaction and making it right
- Coordinate with housekeeping, maintenance, and guest relations, to ensure rooms and facilities meet high standards and guests feel special, comfortable and welcomed
- Maintain security protocols by verifying guest identification and controlling key access and ensure a clean, organised, and welcoming reception area at all times.
Customer Service and Team Leader
Coles - Sydney, Australia
Sydney, Australia
2021.10 - 2023.07
- Support management by supervising across the internal teams within the franchise, managing staff breaks, sick leave and training.
- Managed the booking keeping of the accounts - supply and ordering daily cash.
- Managing security for restricted sale items
- Supervised daily customer complaints and refunds.
- Managing unique client orders under strict time constraints
- Oversight of the Opening and Closing of the franchise
Lead Sales and Tour manager
The Persimmon Place - Sydney, Australia
Sydney
2021.03 - 2023.06
- Co-ordinating international groups by facilitating bookings and demands
- Hosted tour groups of up to 50 people in the orchard
- Managing direct client sales and orders from overseas clients, encouraged up-selling and dealing with customer complaints
- Performed quality control on the produce and store to meet policy standards
Skills
- Duke of Edinburgh 2018
- Netball Coaching and Umpiring - All Star Special Needs Team (volunteer) 2018
- Netball umpiring for 2 years (paid) 2018
LANGUAGES
English (Fluent)
Portuguese (Fluent)
REFERENCES
- Robert Besliu, Front Of House Manager - The Waldorf Hilton London
Email: Robert.Besliu@hilton.com
- Laura Barham, Front Of House Manager - The Grand Hotel Eastbourne
Email: LBarham@elitehotels.co.uk
Timeline
Senior Receptionist
The Grand Hotel - Eastbourne, UK
2025.08 - 2026.07
Receptionist
The Waldorf Hilton - London, UK
2023.09 - 2025.08
Customer Service and Team Leader
Coles - Sydney, Australia
2021.10 - 2023.07
Lead Sales and Tour manager
The Persimmon Place - Sydney, Australia
2021.03 - 2023.06