Jada Hemmings
London,City of London
Summary
Detail-oriented professional with a background in high-volume hospitality, skilled in managing communications and handling escalations. Expertise in consultative upselling and presenting tailored solutions to meet client needs. Proficient in HMS, Opera, Opera Cloud, and other systems to maintain accurate records. Seeking to transition into an estate agency or administrative role to leverage organisational skills and commercial awareness.
Overview
2
2
years of professional experience
5
5
years of post-secondary education
Work history
Guest Relations Executive
Frasers Hospitality
Canary Wharf, Tower Hamlets
2025.06 - Current
- Served as primary point of contact for client feedback and online correspondence, effectively managing communications across platforms including Booking.com, Expedia, Google Reviews, Agoda, and Airbnb to enhance guest satisfaction.
- Cultivated relationships with long-stay guests by ensuring satisfaction, addressing tenancy-related queries, and maintaining regular communication throughout their extended stays.
- Maintained close communication with General Management, HR, Reservations, and third-party platforms to ensure seamless operational coordination.
- Managed billing and invoicing processes, preparing and issuing accurate invoices to corporate clients in a timely manner, amending documentation where required and maintaining organised financial records.
- Managed the central business email account, responding to enquiries, prioritising urgent matters, and maintaining organised digital records
- Drafted and issued management-level responses, ensuring professional, compliant, and brand-consistent communication that reinforced company values.
- Worked independently with strong time management to meet response deadlines and maintain high online reputation standards.
- Utilised HMS systems to manage client records, occupancy data, reporting, billing, and administrative documentation with high attention to detail.
- Conducted property viewings for prospective renters within serviced apartments, confidently presenting features and supporting occupancy growth.
Hotel receptionist
Clermont Hotel Group
London, Marble Arch
2023.09 - 2024.03
- Handled guest check ins and check outs using Opera and Opera Cloud systems, ensuring accuracy in data entry and billing for seamless guest experiences.
- Managed high volume of telephone calls and shared inbox enquiries, promptly responding to booking queries, amendments, and complaints to maintain high guest satisfaction.
- Front of house receptionist in a high volume hotel with over 900 bedrooms, managing a fast-paced reception desk with professionalism and efficiency.
- Proactively upsold premium room categories and additional services, generating commission-based revenue while identifying client needs and confidently presenting tailored upgrade options.
- Developed strong telephone etiquette and professional written communication skills in a demanding, client-facing environment.
- Maintained composure and accuracy while multitasking under pressure, prioritising tasks effectively during peak periods.
- Worked with corporate and airline clients, demonstrating professionalism, discretion, and attention to contractual requirements.
- Provided concierge cover, welcoming clients and assisting with luggage.
Education
GCSEs - General Secondary Education
Nicholas Breakspear Catholic School
United Kingdom, St Albans 2016.09 - 2021.07
Skills
- Record keeping and documentation
- Client communication
- Complaint resolution
- Professional telephone etiquette
- Property viewings and rental exposure
- Office administration
- Organizational skills
- Written communication proficiency
- Billing and invoicing management
- Upselling and closing techniques
Timeline
Guest Relations Executive
Frasers Hospitality
2025.06 - Current
Hotel receptionist
Clermont Hotel Group
2023.09 - 2024.03
GCSEs - General Secondary Education
Nicholas Breakspear Catholic School
2016.09 - 2021.07