Jennifer Doughty
Harlow,England
Summary
Reliable and proactive, bringing strong observational skills and calm demeanour. Skilled in conflict resolution and maintaining secure environments, with focus on customer service.
Although dated have a lot of travel background and willing to learn and sell my passion; holidays!
Overview
18
18
years of professional experience
Work history
Security officer
London Stansted Airport
Stansted, Essex
2006.06 - 2020.12
- Operated metal detectors and x-ray machines proficiently for preventing contraband entry into restricted areas
- Patrolled all over the airport regularly, contribution to a safe work environment
- Responded to alarms with swiftness, ensuring minimal disruption to operations.
- Coordinated with other officers on shift changes smoothly and effectively.
- Assisted in emergency evacuation drills, ensuring all staff understood procedures.
- Responded quickly to any disturbances or incidents on site whilst maintaining professional calmness.
- Carried out health and safety risk assessments accurately for reducing potential hazards.
- Checked identification of visitors thoroughly to prevent unauthorised entries onto the air zone
- Checked ID cards and documented details in security log.
- Patrolled property during open hours, observing activities and deterring vandalism or criminal activity
- Checked baggage and operated the cray machines to consistent high standards
Reservation Agent
Cresta Holidays
Broxbourne, Herts
2003.04 - 2006.05
- Provided accurate information about hotel amenities to potential customers, leading to increased bookings.
- Contributed positively to team success by maintaining a positive work attitude.
- Interacted professionally with clients to build rapport and trust.
- Coordinated effectively with team members, resulting in improved performance.
- Kept up-to-date records of bookings, ensuring accuracy at all times.
- Escalated unresolved issues where necessary, ensuring guest satisfaction at all times.
- Demonstrated strong communication skills when liaising between guests and hotel management.
- Assisted customers in the reservation process swiftly and accurately for enhanced satisfaction levels.
- Delivered high-level customer service for increased customer satisfaction.
- Assisted in customer queries resolution by displaying extensive knowledge of company's booking system.
- Dealt with high-volume calls and emails competently to meet service targets.
- Completed bookings and reservation amendments using hospitality property management software.
- Conducted calls professionally and politely to maintain excellent service standards.
- Liaised with corporate booking agents to coordinate and update itineraries.
- Upsold guest experiences to maximise average booking value.
- Maintained product knowledge to provide accurate information on local tour services.
- Processed payments and online bookings with zero error.
- Identified potential selling opportunities within booking process, including car hire and insurance.
- Resolved complaints, cancellations and refunds with mutually beneficial solutions.
Check in Agent
Servisair ltd
Stansted, Essex
2002.08 - 2002.10
- Managed upset customers, restoring calm in stressful situations.
- Informed passengers about changes in flight schedules, minimising confusion and stress.
- Offered assistance to elderly and disabled passengers, ensuring they had a comfortable journey.
- Maintained high standards of customer service under pressure during peak times.
- Assisted passengers for smooth boarding process.
- Checked passenger identification and issued boarding passes for secure flights.
- Reviewed passports and travel documentation, issuing boarding passes upon completion.
- Checked-in luggage and confirmed carry-on items met security requirements.
Education
A-Levels - Travel and Tourism
Harlow College
HarlowNVQ Level 2 - Film studies
Harlow College
HarlowSkills
- Crowd control strategies
- Public area safety checks
- Company policy enforcement
- Security equipment handling
- Responsive communication
- Customer service dedication
- Metal detector usage
- Body search procedures
- X-Ray screening competence
- Weapon detection
- Security procedures adherence
- Risk assessment capability
- Radio communications
- Driving licence
- Sensitive information handling
- Fire safety training
- Report-writing
- Safety inspections
- Baggage screening techniques
- Destination knowledge
- Customer orientation
- Hotel reservation
- Patience and resilience
- Flight booking
- Ticket issuing and pricing
- Travel consultation
- Customer Service
- Sales expertise
- Package holiday sales
- Leisure/holiday travel
Timeline
Security officer
London Stansted Airport
2006.06 - 2020.12
Reservation Agent
Cresta Holidays
2003.04 - 2006.05
Check in Agent
Servisair ltd
2002.08 - 2002.10
A-Levels - Travel and Tourism
Harlow College
NVQ Level 2 - Film studies
Harlow College