KAYLEIGH BAILEY

• Lead and support the Guest Services team, overseeing daily operations, guest communications and service delivery while maintaining high service standards and efficient procedures.

• Manage group, corporate and leisure bookings from enquiry through to arrival, building strong relationships with guests, corporate clients and returning visitors to deliver seamless, personalised experiences.

• Identify revenue growth opportunities through proactive guest engagement, supportive sales and extensive brand knowledge, successfully securing upgrades and maximising secondary spend.

• Anticipate guest needs and coordinate bespoke itineraries, event requirements and operational handovers, collaborating closely with Reservations, Marketing, Events, Facilities and Operational teams.

• Produce engaging guest communications and guest-facing content across multiple platforms, ensuring accuracy, brand consistency and exceptional customer engagement.

• Resolve guest concerns through creative problem-solving and service recovery, balancing guest satisfaction with operational and commercial objectives.

• Manage guest feedback through Revinate, online review platforms and direct communication channels, using insight to drive service improvements and reputation management.

• Produce operational and guest experience reports to support forecasting, planning and continuous improvement initiatives, while coaching and developing team members to achieve high performance.

• Acted as the primary point of contact for guests, visitors and department heads, ensuring a consistently high standard of service.
• Managed guest requests, complaints and service recovery, building strong relationships and encouraging repeat business.
• Coordinated communication across departments to ensure smooth operational delivery and guest satisfaction.
• Supervised and supported a team of seven colleagues, maintaining engagement, performance and service standards.
• Held responsibility for hotel operations outside standard business hours and served as a First Responder and Fire Marshal.

• Delivered professional guest service throughout the customer journey, from reservation support and check-in to departure.
• Managed guest accounts, payments and daily financial administration with accuracy and attention to detail.
• Responded to guest enquiries and requests while maintaining exceptional service standards.

• Led all aspects of store operations, sales performance and team management within a high-volume retail environment.
• Implemented sales strategies that contributed to a documented 10% monthly increase against budget objectives.
• Analysed KPIs, sales trends and customer behaviour to optimise staffing, stock management, merchandising and promotional activity.
• Recruited, trained and developed a team of seven employees while maintaining strong customer service and operational standards.
• Managed budgets, labour costs, stock control and operational reporting while supporting new store openings and manager development.

• Delivered exceptional customer service, enhancing customer satisfaction and loyalty in a fast-paced retail environment.
• Supported sales and merchandising efforts while managing stock control and cash handling activities to ensure smooth operations.
• Managed administrative tasks efficiently, contributing to streamlined daily store operations.