JOANNE EASTWOOD

• Streamlined responses to emails, improved response time significantly.
• Participated in conflict resolution sessions for better team cooperation.
• Provided detailed information about products and services to potential customers.

Led a team of 4 receptionists, 2 night managers, and 2 night porters, ensuring seamless service transitions during hotel conversion to government facility. Coordinated with security personnel and Serco to adapt operations for enhanced guest support. Implemented communication strategies using translation tools to assist 290 male residents from various countries. Streamlined meal service and refreshments management, enhancing guest satisfaction. Developed and maintained staff rota to optimise team performance and resource allocation.

• Conducted daily checks to ensure compliance with safety protocols. Assisted in printing emergency reports for operational readiness. Counted cash in the safe to maintain accurate financial records.
• Address complaints efficiently to enhance customer satisfaction and retention.
• Accessed booking.com and expedia to assist with customer queries and information requests. Responded promptly to user inquiries to ensure customer satisfaction. Facilitated communication between customers and booking platforms to address issues effectively.
• Facilitated onboarding of new staff to foster a collaborative and efficient workplace environment.

• Guided citizens in seeking advice regarding COVID-19 symptoms and ensuring adherence to isolation protocols.
• Facilitated registration of barcodes and streamlined order placement processes.
• Ensure service levels are achieved by consistently fulfilling calls with efficiency and professionalism.
• Assist organisations with queries regarding order placements for test kits. Coordinate courier collections efficiently. Facilitate registration processes smoothly.
• Ensured compliance with correct processes and government guidance across multiple organisations.
• Identify reasons organisations fail to register test kit barcodes and facilitate registration processes to guarantee result delivery to staff and non-staff.
• Updated client contact information within the system to ensure data accuracy and accessibility.
• Facilitated training sessions on new campaigns within outbound department to enhance team effectiveness.
• Adapt skill set to learn new campaigns for seamless service delivery.

• Managed daily operations of a busy reception desk, ensuring efficient service delivery.
• Checked guests in and out efficiently to enhance overall guest experience.
• Handled incoming calls and redirected inquiries to appropriate departments with efficiency.
• Resolved guest issues by effectively addressing various problems, ensuring a seamless experience.
• Allocated rooms for coach tours to enhance guest experience and ensure optimal utilisation of space.
• Processed cash and card payments to enhance transaction efficiency.
• Counted and verified cash at beginning and end of shifts to ensure accuracy and accountability.
• Adapt availability to work various shift patterns to support operational demands.