JESSICA FERNANDES
Canning Town
Summary
Dedicated professional with a strong work ethic and expertise in customer query resolution, effective communication, and critical thinking. Demonstrates exceptional organisational skills and phone etiquette, ensuring efficient and professional interactions. Committed to continuous professional development and quick learning to enhance service delivery and problem-solving capabilities.
Overview
6
6
years of professional experience
9
9
years of post-secondary education
Work history
Senior Guest Experience Ambassador
Edwardian Hotels
London
2026.12 - Current
- Supervised daily operations of guest experience team.
- Supported team members through coaching and on-the-job training.
- Assisted in resolving guest escalations and service issues.
- Maintained relationships with VIP and returning guests.
- Coordinated with departments to ensure seamless guest journeys.
- Monitored guest feedback and addressed concerns proactively.
Reservations Team Lead
FNB, SPA, INSTRUCTING
London
2022.01 - 2025.12
- Organised daily arrival reports for smooth check-in experiences.
- Assisted with reservation inquiries via phone and email, providing information on rates and amenities.
- Promoted room upgrades and supported guests in making personalised bookings.
- Handled billing tasks including authorisation holds, invoices, refunds, and following up on payments.
- Addressed high volumes of emails concerning inquiries and hotel services.
- Managed third-party bookings through portals to ensure system accuracy.
- Coordinated bookings for spa and restaurant, advising guests on policies and dietary requirements.
- Communicated effectively with in-house guests via hotel switchboard.
- Welcomed new associates and aided in their onboarding training plans.
Commis Waiter
Radisson Edwardian Blu Hotel
Canary Wharf, Tower Hamlets
2020.01 - 2022.01
- Assisted guests with service needs.
- Set up tables and cleared them post-service.
- Placed silverware and tablecloths prior to restaurant opening.
- Ensured water was served and topped up during service.
- Attended to guest requests, including seasoning needs.
- Cleared and cleaned tables after guest departure.
- Carried plates and cups back to kitchen efficiently.
- Collected and delivered food orders to guests promptly.
Education
BSC - Business Management
University of East London
Stratford, Newham 2019.09 - 2022.05
Diploma of Higher Education - Business Management
NewVic Sixth Form College
Newham 2017.09 - 2019.09
GCSEs - Core Subjects
Royal Docks Community School
Newham 2012.09 - 2017.07
Skills
- Customer query resolution
- Organizational skills
- Phone etiquette
- Effective communication
- Professional development
- Critical thinking and problem solving
- Strong work ethic
- Quick learner
ADDITIONAL INFORMATION
Fluent in English and Portuguese.
Beginner
References
References available upon request
References
References available upon request.
ADDITIONAL INFORMATION
Computer literate in Microsoft Word, Outlook, PowerPoint, Excel
Timeline
Senior Guest Experience Ambassador
Edwardian Hotels
2026.12 - Current
Reservations Team Lead
FNB, SPA, INSTRUCTING
2022.01 - 2025.12
Commis Waiter
Radisson Edwardian Blu Hotel
2020.01 - 2022.01
BSC - Business Management
University of East London
2019.09 - 2022.05
Diploma of Higher Education - Business Management
NewVic Sixth Form College
2017.09 - 2019.09
GCSEs - Core Subjects
Royal Docks Community School
2012.09 - 2017.07