Isla Anderson
Lumphanan,Aberdeenshire
Summary
Dedicated professional with a strong foundation in customer service and facilities coordination, adept at managing front desk security protocols and ensuring adherence to hospitality standards. Demonstrates exceptional skills in telephone operation, clear communication, and maintaining discretion and confidentiality. Known for a positive outlook, patience, and composure under pressure, with a proven ability to multitask and prioritise effectively. Committed to upholding health and safety procedures while delivering organised and reliable service. Career goal: To leverage expertise in customer service and facilities management to enhance operational efficiency in a dynamic environment.
Overview
4
4
years of professional experience
Work history
Receptionist
Crerar Hotels
Ballater, Aberdeenshire
2025.11 - Current
- Managed phone calls, resulting in effective communication flow within the company.
- Enhanced customer satisfaction by efficiently managing all front desk enquiries.
- Administered mail distribution process, ensuring each department received its correspondence in a timely manner.
- Served as the initial point of contact for guests; providing warm greetings and helpful assistance upon arrival.
- Exhibited excellent multitasking skills by balancing various responsibilities simultaneously without compromising efficiency or quality of work output.
- Provided valuable support during busy periods, contributing to successful operation under high pressure.
- Maintained accurate and up-to-date records for smooth handovers.
Front of house team member
Crerar Hotels
Ballater, Aberdeenshire
2024.03 - Current
- Upheld rigorous hygiene standards in all front-of-house areas.
- Communicated effectively with kitchen staff to ensure timely delivery of meals.
- Facilitated positive dining experiences by providing excellent customer service.
- Checked guest satisfaction regularly, addressing any issues promptly.
- Delivered consistent professional service whilst handling multiple tasks simultaneously.
- Cooperated closely with other team members to meet and exceed guests' expectations.
- Processed cash and card payments promptly, minimising customer waiting times and enabling swift table turnarounds.
- Increased order value by upselling sides, drinks and desserts.
- Regularly communicated with kitchen and bar staff to maintain smooth front of house operations, minimising potential service delays.
Room attendant
Crerar Hotels
Ballater, Aberdeenshire
2024.08 - 2025.04
- Managed lost property cases effectively by following proper procedures; enhanced trust factor among guests.
- Improved customer experience with attentively addressing their needs.
- Used eco-friendly cleaning supplies consistently; promoted sustainable practices within the hotel.
- Maintained cleanliness of hotel rooms to improve guest satisfaction.
- Ensured clear communication with housekeeping supervisor regarding any special requests or issues in rooms.
- Assisted with laundry operations to maintain fresh linen supply.
- Restocked amenities promptly, ensuring availability at all times.
- Demonstrated excellent attention to detail whilst preparing rooms for new arrivals.
- Delivered extra linen and toiletries to meet guest needs.
- Trained new room attendants on company policies and cleaning procedures.
- Reported on check-outs and room vacancies to maintain accurate occupancy records.
- Followed health and safety standards governing correct use of chemicals.
Lodge Cleaner/Checker
Hilton Grand Vacations
Ballater, Aberdeenshire
2022.04 - 2024.03
- Took on additional responsibilities during staff shortages demonstrating flexibility and commitment.
- Assisted with seasonal deep cleans, contributing towards a fresher environment after periods of heavy use.
- Performed routine checks on cleaning supplies inventory to avoid running out of key items.
- Completed laundry tasks promptly, resulting in continuously available fresh linen and uniforms.
- Managed rubbish removal efficiently, ensuring waste was properly sorted for recycling or disposal.
- Followed health and safety guidelines to properly dispose of waste and toxic materials.
- Made beds and changed sheets and pillow cases to hotel standards.
- Handled after-hours cleaning for professional lodge spaces, replenishing supplies, servicing bathrooms and resetting spaces.
- Adhered to daily kitchen cleaning checklist and rotated stock to maintain freshness.
Education
GCSEs - Art and Design
Aboyne Academy
Aboyne, AberdeenshireGCSEs - English
Aboyne Academy
Aboyne, AberdeenshireGCSEs - Preforming Arts
Aboyne Academy
Aboyne, AberdeenshireCertificate of Higher Education - Business and IT
Aboyne Academy
Aboyne, AberdeenshireSkills
- Telephone operation
- Positive outlook
- Front desk security protocols
- Discretion and confidentiality
- Patience and composure
- Hospitality standards
- Good judgement
- Flexible
- Customer Service
- Organised and reliable
- Health and safety procedures
- Professional appearance
- Clear communication
- Facilities coordination
- Multitasking and prioritisation
- Cash handling and till reconciliation
- Cash till operations
- Processing cash payments
- Payment processing and cash handling
Timeline
Receptionist
Crerar Hotels
2025.11 - Current
Room attendant
Crerar Hotels
2024.08 - 2025.04
Front of house team member
Crerar Hotels
2024.03 - Current
Lodge Cleaner/Checker
Hilton Grand Vacations
2022.04 - 2024.03
GCSEs - Art and Design
Aboyne Academy
GCSEs - English
Aboyne Academy
GCSEs - Preforming Arts
Aboyne Academy
Certificate of Higher Education - Business and IT
Aboyne Academy