Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

Katharine Smith

Shrewsbury,Shropshire

Summary

Proactive and enthusiastic team player with a strong passion for the Travel & Tourism Industry. Strategic Travel Consultant leverages strong sales expertise and persuasive negotiation skills to drive revenue and travel sales. Excellent command of industry trends and desirable locations. Build rapport with clients, as well as resorts and tour companies to cultivate top-quality travel experiences.

Overview

11
11
years of professional experience
8
8
years of post-secondary education

Work History

Travel consultant

Hays Travel Ltd
Shrewsbury, Shropshire
03.2022 - Current
  • Providing excellent customer service and sales skills face-to-face, over the phone, through social media messages and over email.
  • Meeting and greeting customers, identifying their needs and making an important first impression.
  • Recommending relevant brochures to help inspire, or to match the clientele needs of the customers interests/standards of travel ideas and requirements.
  • Identifying in depth, the needs of the customer through the initial enquiry process.
  • Using both my initiative, and customer service skills to engage and personalise my customer's experience.
  • Using my sales skills and destination/supplier knowledge to recommend, narrow down, and sell the best product possible to match the travel requirements of my customer.
  • Using selling skills to secure and save a sale rather than to a competitor, to get the upper advantage.
  • Being knowledgeable in which Tour Operators and suppliers, securing the best rates and services possible for specific travel packages, particularly tailor-made trips.
  • Accommodating with client requests for customisations or modifications to the best of my ability.
  • Maximising sales profits using proven upselling and cross-selling techniques.
  • Manage diverse client portfolios, resulting in repeat business.
  • Insuring to provide a professional service whilst dealing with suppliers and tour operators over the phone.
  • Using administrative skills to organise and check through my own, and my colleagues' client bookings and documentation.
  • Being thorough, including recapping phonetically, to check all customers personal data such as names, date of births, address, contact numbers etc. are correct.
  • Taking secure payments both by card and cash – making sure all cash payments are dual counted with another colleague.
  • Using personal skills to work out, plan and offer a direct debit plan as a preferred method for a client's holiday balance to ensure the most affordable and convenient payment plan to suit the customer.
  • Dealing efficiently with last-minute changes, and offering solutions and/or alternatives to minimise disruption.
  • Offering, recommending, and being knowledgeable to sell Travel Insurance to all customers, advising of the best policy to suit the customer's needs.
  • Being a supportive, encouraging, and motivational team player member of our small 6-person team in store.
  • Collaborating with colleagues in other stores/departments remotely to ensure cohesive support and smooth operations for our clients.
  • Offering an in-store service e.g. assisting with online check in for our clients, printing boarding passes and travel tickets to help retain a smoother airport/travel experience prior to the customers' travel.
  • Advising customers regarding current entry/passport/visa requirements (as per the Government/FCDO advice).
  • Offering, recommending, and advising further added ancillaries to enhance, or bring further convenience to a client's booking.
  • Coordinating travel logistics such as transportation, accommodations, excursions, airport parking, airport hotels etc.
  • Marketing duties; formulating strategic methods including searching, comparing, and promoting the best deals over social media and in our shop window, keeping up to date with the latest industry trends to attract new, and existing clientele.
  • Contributing effectively in team meetings.
  • Improved overall service quality through continuous feedback analysis.
  • Responding to clients' questions, issues and complaints promptly, thinking creatively to formulate effective solutions, ensuring high levels of satisfaction.
  • Selling and buying back Foreign Currency in our in-store Bureau Exchange ensuring all currency is thoroughly checked, (as per Hays Travel policy standards) and counted upon buying and selling.
  • Staying persistently vigilant for suspicious behaviour which could be signs of money laundering, ensuring it is prevented.
  • Offering competitive foreign exchange rates to retain as many customers as possible, to avoid losing business to local competitors.
  • Making sure the banking reconciliations from at the start, and end of the day are correct.
  • Sriting to meet and excel in my own personal monthly, and yearly sales and revenue targets as well as contributing to the overall team/shop's targets.
  • Being trusted as a third superior, next down from my manager and assistant manager, and as a key holder.
  • Responsibility of opening/closing the store and taking over the leadership role of my colleagues in store when my managers are not present.

Hospitality hostess

Ballenisles Country Club
Jupiter, Florida - USA
12.2021 - 02.2022
  • Being the first point of contact, meeting and greeting the members and guests in a warm welcoming manner as they arrived at the country club.
  • Enhanced customer satisfaction by providing exceptional service and maintaining a clean, welcoming environment.
  • Cultivated positive relationships with guests for improved loyalty.
  • Ensuring all members and guests were dressed appropriately according to the country club dress code before entering the restaurants.
  • Managed bookings efficiently to maximise guest satisfaction and venue occupancy.
  • Using multiple Microsoft programs such as Excel to create and organise member's bookings/information and lunch/dinner schedules.
  • Creating, printing, and placing updated menus and food specials for tables
  • Assisted in event planning and execution, ensuring seamless experiences for guests.
  • Maintained high standards of cleanliness throughout the premises, contributing to overall guest comfort.
  • Provided detailed information about facilities and services to assist guests in making informed decisions.
  • Coordinated with kitchen staff for timely delivery of food orders, enhancing guest dining experience.
  • Responded promptly to guest inquiries over phone or email, fostering positive impressions of the venue's commitment towards customer service excellence.
  • Assigned restaurant areas to waiting staff for good customer coverage.
  • Memorised complete menu and offered guests knowledgeable suggestions.
  • Ensured smooth check-in and check-out processes to minimise guest waiting times.
  • Handled complaints tactfully, resulting in successful conflict resolution and sustained customer loyalty.
  • Demonstrated knowledge of menu offerings to recommend dishes based on individual preferences or dietary requirements.
  • Monitored table availability closely to optimise seating arrangements and reduce wait times for incoming guests.
  • Upheld strict adherence to health and safety regulations within the restaurant premises, promoting a safe dining environment for all guests - especially with COVID-19 rules and regulations.
  • Assisting managers, servers, and other co-workers in all aspects where possible during quiet periods as an extra pair of helping hands.

Restaurant waiter

Hickorys Smokehouse
Shrewsbury, Shropshire
07.2021 - 12.2021
  • Aiming to provide guests with the ‘Southern USA hospitality experience' as per Hickorys Smokehouse values and standards.
  • Enhanced customer dining experience by providing top-notch service.
  • Greeted guests pleasantly and professionally, promoting positive customer experiences from arrival to departure.
  • Collaborated with kitchen staff for seamless order delivery.
  • Handled cash register operations, ensuring accurate transactions.
  • Conducted inventory checks regularly to maintain stock levels.
  • Calculated charges, issued bills and collected payments, processing accurately to avoid till discrepancies.
  • Demonstrated excellent communication skills whilst taking orders from guests.
  • Promoted daily specials and limited-time offerings to increase sales.
  • Shared product knowledge to make targeted recommendations, upsell products and boost transaction value.
  • For special occasions, going out way to pull off a special complimentary drink, desert or personal experience such as a cocktail making class on the bar etc. to show we cared for their celebrations and to give them the proper ‘Southern USA hospitality treatment'.
  • Navigated busy dinner rushes without compromising quality of service.
  • Performed closing duties including cleaning and preparing tables for next day's service.
  • Upheld restaurant's high standards by maintaining personal grooming and uniform presentation.
  • Delivered food and drinks from kitchen to respective tables to meet timely expectations.
  • Demonstrated multitasking abilities whilst juggling multiple tables simultaneously.
  • Dealt efficiently with unexpected situations like food allergies or special requests.
  • Perfected the art of upselling beverages and desserts for profit maximisation.
  • Participated in team training sessions and product tasting sessions, enhancing overall performance level.
  • Served meals and drinks with professionalism and skill, maintaining high presentation and quality standards.
  • Cleaned, sanitised and organised food storage racks and bins, maintaining exceptional hygiene standards.
  • Resolved guest complaints promptly and professionally, notifying restaurant management of concerns.
  • Regularly communicated with kitchen and bar staff to maintain smooth front of house operations, minimising potential service delays.
  • Polished glasses and cutlery to pristine standards.
  • Obtained customer feedback to improve service experience and provide recommendations to kitchen staff.
  • Checked customer IDs to confirm age before selling age-restricted products.

Customer retail assistant

Home Bargains Ltd
Shrewsbury, Shropshire
01.2020 - 07.2021
  • Ensuring all the stock and deliveries are out on the shelves, priced correctly and placed neatly for the customers, under a tight schedule
  • Maintained clean and organised store layout for a pleasant shopping experience.
  • Operated cash registers with accuracy and processed cash and card transactions.
  • Assisted customers in product selection, resulting in increased sales.
  • Demonstrated excellent product knowledge for improved customer confidence.
  • Being responsible for overseeing the tills - This included making staff and customer announcements on the store microphone, making sure all other staff members were receiving any help they required at their specific tills, ensuring the queues were managed and kept low in the till area, being in charge on ensuring the baskets are being stocked back to the foyer for customers when they arrive in store etc.
  • Challenging the ‘THINK 25' policy in the instance of a customer purchasing age restricted products.
  • Staying vigilant for any suspicious behaviour in and around the store as this store could often be targeted for theft and vandalism.
  • Resolved customer complaints promptly, ensuring their satisfaction.
  • Handled returns and exchanges professionally to maintain positive relations with customers.
  • Worked collaboratively with colleagues to provide seamless service during busy periods.
  • Promoted seasonal offers or discounts proactively ensuring customers were well-informed about potential savings.
  • Followed company procedures and guidelines for smooth retail operations.
  • Updated product labelling and pricing to reflect discounts and offers.
  • Implementing and adjusting to the changes needing to be put in place for COVID-19 rakes and restrictions through lockdown such as face masks, putting in social distancing measures and thorough amounts of sanitising around the store.

Cinema worker

Cineworld Cinemas
Shrewsbury, Shropshire
02.2018 - 12.2019
  • Being knowledgeable and providing information about films, schedules, and upcoming events to enhance the customers' experience.
  • Managed ticket sales, ensuring accurate transactions and swift customer service.
  • Collaborated with team members to ensure smooth operations during peak hours.
  • Handled concession stand duties including preparation, sales, and inventory management to maintain adequate stock levels.
  • Delivered high-quality food service at the concession stand whilst maintaining hygiene standards.
  • Conducting regular daily checks for food preparation e.g. temperature checks on all the fridges, freezers, coffee machines, hot dog machine etc.
  • Oversaw efficient crowd control during busy periods-ensured orderly queues and timely entry into theatres.
  • Made certain of an unobstructed view for all guests by guiding them to appropriate seats.
  • Distributed 3D glasses when necessary, enhancing patrons' cinematic experience.
  • Ensured up-to-date knowledge on ratings restrictions; advising and checking for suitable identification during the purchase of age restricted film cinema tickets (e.g.15, 18 rated films) accordingly.
  • Monitored screening rooms regularly for quality assurance and ensuring there was so signs of illegal piracy taking place.
  • Conducted regular checks on projection equipment for optimal performance during screenings.
  • Processed gift cards, coupons, and tickets with zero error.
  • Promoted cinema loyalty programme; the 'Unlimited pass' to grow membership numbers..
  • Aided disabled guests with seating needs and accommodations.

Retail worker

Sainsburys
Shrewsbury, Shropshire
05.2016 - 09.2017
  • Meeting and achieving expectations within a fast-paced store environment.
  • Sorting and organising through large stock deliveries
  • Transferring stock items onto the shelves reaching the expected targets/amount of stock for time limits set
  • Maintaining the tidiness and visual appearance of the shelves and aisles to create ease for customers to find items.
  • Consistently stock rotating items depending on sell by dates to reduce wastage and removing old stock and/or packaging from the shelves and deposit them to be recycled.
  • Staying visually alert to recognise any suspicious behaviour/activity such as shoplifting and feeding it back to management.
  • Cleaning up any general mess on the floor as with urgency to maintain the cleanliness of the store and safety to customers and fellow colleagues.
  • Understanding, practising, and maintaining Health and Safety standards in the workplace
  • Being knowledgeable with products to help customers with any general enquiries.
  • Till trained - to be called to serve customers whenever was required to do so during busy peak time periods.
  • Challenging the ‘THINK 25' policy in the instance of a customer purchasing age restricted products.
  • Collaborated with team members to meet daily sales targets, enhancing store performance.
  • Created attractive product displays that stimulated customer interest and purchases.
  • Offered personalised service to each shopper, driving repeat business.
  • Performed price checks for customers with accuracy ensuring trust and credibility.
  • Assisted in annual stocktaking activities, contributing to accurate inventory records.
  • Carried out back-of-house maintenance, for clear, easy-to-navigate stockroom management.
  • Monitored and reported suspicious activity to security officer to avoid theft.
  • Went above and beyond by helping customers to locate stock, making bespoke orders where possible.

College administrator

Shrewsbury College Groups
Shrewsbury, Shropshire
01.2016 - 05.2016
  • Supporting staff, students, and visitors to the college by providing a reception service to the College Enterprise Centre.
  • Using College IT/ Office systems to update listings for the college job shop.
  • Promoting and booking careers appointments for students
  • Dealing and directing work experience enquiries from students
  • Advertising college events and activities, including enrichment activities.
  • Improved student satisfaction by efficiently addressing and resolving student queries.
  • Undertaking clerical duties to support Agency operations.
  • Enhanced office efficiency with diligent maintenance of student records and files.
  • Receiving telephone message sand enquiries passing them onto the relevant person/department accordingly.
  • Dealing with face-to-face enquiries confidently
  • Drafting and preparing documentation in various formats
  • Collecting and sorting incoming mail and deliver outgoing mail to reception.
  • Coordinated and took notes accordingly during agency staff meetings for improved communication and smooth college operations when required.
  • Creating and maintaining effective working relationships with other members of staff.
  • Kept filing, administration and recordkeeping up to date.
  • Maintained discipline within campus, ensuring a conducive learning environment.
  • Updated college website regularly; ensured accurate dissemination of information.

Sales representative

Avon Ltd
Shrewsbury, Shropshire
06.2013 - 12.2015
  • Maintain accurate customer records such as customers' product descriptions, product prices, specific dates for orders using Microsoft excel and word.
  • Submitting orders/returns in a timely manner.
  • Keeping a history of customer orders and preferred products, in order to recommend other items which they may be interested in.
  • Fostered strong customer relationships through exceptional service.
  • Pioneered innovative sales strategies for increased market penetration.
  • Developed comprehensive knowledge of product offerings to facilitate customer decisions.
  • Delivering brochures door-to-door and advertising my services to reach a wider clientele audience.
  • Dealing with customers enquiries both face-to-face and over the telephone
  • Collecting customer orders and ordering products monthly online from Avon direct, seeking discounts for customers and contacting Sales Service Agents where necessary.
  • Demonstrating efficient IT skills
  • Delivering customer orders door-to-door in a timely manner and asking for feedback regarding their product purchases.
  • Promoted up-sell opportunities during customer interactions, boosting overall revenue generation.
  • Resolved customer concerns promptly to maintain satisfaction.
  • Collected and processed payments.
  • Reached out to prospective customers and warm leads to establish friendly, professional relationships.

Education

Bachelor of Arts - International Tourism Management

Liverpool John Moores University
Liverpool
09.2017 - 06.2020

BTEC Level 3 - Travel and Tourism

Shrewsbury College Groups
Shrewsbury, Shropshire
09.2016 - 05.2017

GCSEs -

The Priory School
Shrewsbury, Shropshire
09.2010 - 06.2015

Skills

  • 10 years' experience of exceptional customer service experience and satisfaction
  • Excellent verbal and written communication skills
  • Sales and recommendations techniques
  • High standard of quality working and attention to detail
  • Travel administration
  • Global geographical and tourist attraction knowledge
  • Booking and organising coordination
  • Motivational and inspiring team player
  • Ability to work on own initiative
  • Quick learner with an ability to adapt to new situations
  • Ability to self-evaluate and identify areas for personal progression
  • Enthusiastic ‘can-do' attitude towards any given challenges
  • Creative and likes to try and implicate new ideas
  • Excellent written English skills
  • Strong IT skills and knowledge in Microsoft Office systems
  • Strong awareness of Safeguarding

Affiliations

  • Travelling when time allows
  • Walking and hiking
  • Gym
  • Spending quality time with friends and family
  • Love for films
  • Music concerts and events

Timeline

Travel consultant

Hays Travel Ltd
03.2022 - Current

Hospitality hostess

Ballenisles Country Club
12.2021 - 02.2022

Restaurant waiter

Hickorys Smokehouse
07.2021 - 12.2021

Customer retail assistant

Home Bargains Ltd
01.2020 - 07.2021

Cinema worker

Cineworld Cinemas
02.2018 - 12.2019

Bachelor of Arts - International Tourism Management

Liverpool John Moores University
09.2017 - 06.2020

BTEC Level 3 - Travel and Tourism

Shrewsbury College Groups
09.2016 - 05.2017

Retail worker

Sainsburys
05.2016 - 09.2017

College administrator

Shrewsbury College Groups
01.2016 - 05.2016

Sales representative

Avon Ltd
06.2013 - 12.2015

GCSEs -

The Priory School
09.2010 - 06.2015

Similar Profiles

CREATE PROFILE
Katharine Smith