Summary
Overview
Work history
Education
Skills
Timeline
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Kelly King

Kelly King

Sheerness,Kent

Summary

I have a strong passion for working in a customer focused environment, I am friendly, caring and approachable, have a bubbly personality and always aim to surpass and exceed the expectations of those around me. I am very conscientious and hardworking. I am a true team player and also a leader and also can work efficiently under pressure. My skills and qualities have developed and grown within my 17 years of working within various aspects of the hospitality industry. I am energetic and spontaneous and ready to give “my all” to anything and everything that is put in front of me. I take pride in my attention to detail and my excellent organisational skills. I am highly motivated and have a positive “can do” attitude in both my professional and personal aspects. I have excellent communication skills and am always motivated to do the best that I can within any role my career takes me. I feel I would be a valuable asset to any team.

Overview

17
17
years of professional experience

Work history

Reception Supervisor

Hempstead House Hotel and Spa
Bapchild, Kent
07.2021 - Current
  • I started as an administrative receptionist with core duties involving welcoming guests, answering telephone calls, responding to emails and answering any guest queries. Arranging direct reservations for both corporate and leisure guests respectively, establishing guest’s requirements & billing information stated for their bookings.
  • Ensuring bookings made via online travel agents were updated and allocated correctly. Arranging reservations for all food and beverage elements including, breakfast, afternoon tea, lunch and dinner stipulating all required information. Handling event enquiries for private dining / themed events & Christmas then passing on to the respective colleagues within the events team.
  • Also daily communication with front of house providing breakfast numbers with groupings in place and possible guests for dinner on busy evenings (weekends primarily).
  • Daily communication with housekeeping to confirm daily arrivals with specific requirements, advising who has vacated and liaising to ensure a swift turnaround is arranged where needed for early arrival / late departure / changes to room per guest requirements on arrival etc.
  • Responding to guest reviews via Booking.com, Trip Advisor, Google and Expedia.
  • Arranging invoices and checking guests billing in readiness for check out. I am fully flexible and able to move from one department to another given the business needs.
  • In September 2023 I was promoted to Reception Supervisor whereby I continued the duties mentioned above but also took on additional responsibilities. These additional responsibilities include looking after all afternoon tea reservations to ensure all details are correct including dietary requirements and payment information.
  • I also provide a weekly report of guests who have arranged additional upsells for their rooms i.e champagne and chocolates etc.
  • I also report directly to the Reservations Manager and provide monthly updates of revenue, hotel voucher updating / clearing, archiving & collating lost property and registration forms and updates to Buy A Gift and Red Letter bookings.
  • Taking part in recruiting new team members involving interviews, trial shifts and training with shadow shifts – reporting directly to the reservation manager with updates on progress etc

Accommodation Manager

Queen Phillippa
Queenborough, Kent
10.2018 - 07.2021
  • For this role, my primary duties are to ensure that guests receive a warm welcome and have great stay with us, this means that their expectation are met and that I am on hand to help wherever necessary.
  • General day to day procedures of checking in guests, this includes programming of room keys, taking payments both by cash and card, preparing booking statements and breakfast forms, answering any queries the guest may have and directing guests to their room.
  • Completing general administration duties regarding the day to day running of the B&B, this includes completing a cleaning rota for the following day, completing the daily revenue sheet for each day, followed by the weeks end total, spot checking a minimum of 5 rooms to ensure the rooms are cleaned to a high standard, answering telephone calls, answering emails, responding to guest reviews, checking of invoices for external payments from corporate clients, responding to feedback, reviews and message from various external travel sites and making guest bookings both for rooms and dinner reservations, checking the booking diary for the opportunity of reselling rooms, upgrading guests and making sure the details are correct, ordering our room linen and general stock taking and ordering for the B&B, liaising with our accountant regarding staff hours. Finally reporting to our owners on a weekly basis regarding business levels.

Events Co-ordinator

Bridgewood Manor Hotel
Chatham, Kent
03.2018 - 10.2018
  • In March 2018 I was employed as an events coordinator.
  • My duties included taking initial enquiries for various events over the phone or via email and also taking walk in enquiries for either weddings or after funeral receptions.
  • In each case I would follow up the enquiry with a proposal that was sent to the client. This was then followed by following up each enquiry and confirming if the client would like to proceed to contract or cancel their enquiry at the hotel. If the client went ahead with the booking, I would be responsible for planning their event and incorporating all the details as to the client's preference.
  • I am also responsible for taking payments for event booking as well as the calendar event bookings; this would also be something I would book on behalf of the client. I would also be responsible for posting the event charges and cashing up on a daily basis.
  • I am also responsible for attending weekly meeting that incorporates all departments within the hotel as well as department and operational meetings to discuss the events in finer detail.
  • I was also required to take part in meeting and greeting for Christmas parties alongside the event team. I was also required to attend wedding and banqueting showcases.

Hospitality Assistant

Leeds Castle
Maidstone, Kent
02.2013 - 02.2018
  • In February 2013 I was employed as a castle porter.
  • My duties included the set up and breakdown of various functions and events and front of house duties to include meeting and greeting, transportation and guest orientation.
  • I was promoted 8 months later to Hospitality Assistant, directly reporting to the Hospitality Manager. My responsibilities are but not limited to the planning of various events within each of our venues to include corporate and private dining functions. Overseeing the delivery of the events including weddings, conferences and private parties. Liaising with other departments and outside contractors to ensure the clients requirements are met and provide a smooth and seamless flow to the event. Assisting in the training of new team members and refreshing the skills and knowledge of our current team.
  • I also take on the role of the duty manager when the hospitality manager is unavailable. This involves directing the team to ensure that the event is running smoothly and liaising with the catering department to ensure that the timetable is being followed accordingly.
  • I also assist in the sales department and currently I am being cross trained regarding taking enquiry leads and following them up with a proposal, confirming contracts that hold a provisional status and further to this taking the event on for planning purposes. I also conduct wedding showcases and private wedding viewings of our venues. This will then lead into a follow up review of the preferred venue and package specific to the client's requirements, this will then lead to a provisional booking and confirmed booking of the client's wedding.

Food Runner

Loch Fyne
Dartford, Kent
01.2013 - 02.2013
  • At Loch Fyne I was employed as a food runner/server this entails meeting and greeting customers, using the floor plan to seat customers, up selling food and beverages, taking and running orders, liaising between kitchen and other servers, finalizing customers bills, checking back with customers to confirm service and food quality.
  • My other duties are to act as a hostess as and when required, to promote restaurant food and beverage specials to passing trade, preparing the restaurant for services of the day, closing down restaurant after dinner shift and preparing for breakfast service and anything else that is required.

Hostess

Ballenisles Country Club
Palm Beach Gardens, Florida
10.2011 - 10.2012
  • At Ballenisles Country Club my main role was a hostess and I was given ongoing training throughout my year there. I took on a variety of morning, lunch and evening shifts for both the a la carte and buffet style services.
  • My main role was assigning the members to tables according to the floor plan and also to the preferences of the members. I also assisted the managers in making up the floor plans for each service; this would have to accommodate a maximum of 300 members per service. My managers have the confidence in me to control efficiently the flow of the members through service and to contribute to the smooth running of the restaurant.
  • I would also have to ensure a smooth flow of members to tables so as not to overload the service staff and jeopardize the efficient running of the restaurant during service. I believe I have strong leadership skills and the ability to guide and encourage those around me. I also took on a variety of different roles including food running, serving and assisting, working “bagel shifts”, working “happy hour” and working “special events”.

Hostess

Loch Fyne
Dartford, Kent
06.2011 - 10.2011
  • At Loch Fyne I was employed as a hostess and was given ongoing training throughout my time there. My main role was to keep the flow of the restaurant smooth and efficient so that the standard of service would not suffer with the volume of custom coming through the doors.
  • My other duties also included up selling on various deals and specials and also to bring passing trade into the restaurant with face to face contact. I also took telephone bookings and answered enquires on the phone and in person. I often helped on the floor when the door was slow and carried out food running duties as well.

Waitress

Honourable Pilot
Gillingham, Kent
05.2009 - 06.2011
  • Once my in house training was complete I started work as a member of the waiting team.
  • My main duties included attending to customers as they arrived by showing them to a table, putting their order on to the till, serving beverages, starters, entrees and desserts, clearing tables and making up the bill for the customer.

Waitress & Housekeeper

The Inn at Heath Hill
Fraserburgh, Aberdeenshire
01.2009 - 03.2009
  • Whilst employed at the Inn at Heath Hill my main duties were as a housekeeper and as a waitress. This would include general housekeeping during the morning shift and waitressing duties during lunch and dinner shifts. I would also assist the manager when necessary to ensure the smooth running of hotel.

Travel Agent

Kinnaird Travel
Fraserburgh, Aberdeenshire
08.2008 - 12.2008
  • At Kinnaird Travel I worked as a Junior Travel Advisor and was given basic training in the field. Once my training was complete I booked flights, hotels and car hire for our business clients. Carried out general filing duties and updated brochures and carried out stock checks and anything else that was required of me.

Education

Fire Marshal and Warden Training -

Virtual College
Queen Phillippa B&B
04.2021

Fire Safety Training -

Virtual College
Queen Phillippa B&B
01.2020

First Aid - A Primary Survey -

Virtual College
Queen Phillippa B&B
01.2020

First Aid at Work (QCF) -

First Aid Team
Leeds Castle
02.2017

Pearson Level 3 NVQ Diploma in Hospitality Supervision and Leadership QCF -

Hit Training
Leeds Castle
05.2016

Fire Marshal / Warden -

Fire Security Services
Leeds Castle
04.2016

Pearson BTEC Level 3 Award in Supervision and Leadership Principals QCF -

Hit Training
Leeds Castle
12.2015

Pearson Functional Skills Qualification in English Level 2 -

Hit Training
Leeds Castle
12.2015

NCFE Level 2 in Team Leading Knowledge -

Hit Training
Leeds Castle
08.2014

First Aid at Work Course -

South East Coast Ambulance Service
Leeds Castle
11.2013

BTEC National Diploma In Travel and Tourism -

Midkent College
Gillingham, Kent
05.2011

NVQ Level 2 - Travel and Tourism Frontline Training

Midkent College
Rochester, Kent
07.2009

Intermediates -

Mintlaw Academy
07.2008

A-Levels -

Mintlaw Academy
07.2008

Scottish Qualifications Certificate -

Mintlaw Academy
07.2007

Skills

    I was given a glowing reference from Ballenisles Country Club stating that “I am an integral part of the Food and Beverage team I highly recommend Kelly to any employer who is looking for an associate who will make a difference” I was given this reference at the end of my year at Ballenisles

    I also have excellent interpersonal skills based on my experience of working within customer focused roles with different groups of cliental I am computer literate with regards to the Microsoft Office programme’s, KX Kinetics, IHotel booking system, Eviivo, Rezlynx, Core Premier, SimpleERB and ResDiary and I am willing and enthusiastic to learn more Whilst being at Leeds Castle I feel very proud to say that I was part of the Hospitality Team who were awarded the Kent Wedding Awards for The Wedding Venue of the Year – Heritage 2017 This was a fantastic award for Leeds Castle as well as for the people such as myself who make these weddings happen I also feel very privileged to say that I had achieved the Highly Commended Status for the Customer Service Superstar Beautiful South Award again not only for Leeds Castle but also for myself

    When I joined Hempstead House Hotel and Spa, this was listed as a 3 Star property I am proud to say that during our October 2023 AA inspection, we achieved 4 Star status of which I feel that I was an integral part along with the rest of the team across various departments in achieving this milestone

Timeline

Reception Supervisor

Hempstead House Hotel and Spa
07.2021 - Current

Accommodation Manager

Queen Phillippa
10.2018 - 07.2021

Events Co-ordinator

Bridgewood Manor Hotel
03.2018 - 10.2018

Hospitality Assistant

Leeds Castle
02.2013 - 02.2018

Food Runner

Loch Fyne
01.2013 - 02.2013

Hostess

Ballenisles Country Club
10.2011 - 10.2012

Hostess

Loch Fyne
06.2011 - 10.2011

Waitress

Honourable Pilot
05.2009 - 06.2011

Waitress & Housekeeper

The Inn at Heath Hill
01.2009 - 03.2009

Travel Agent

Kinnaird Travel
08.2008 - 12.2008

Fire Marshal and Warden Training -

Virtual College

Fire Safety Training -

Virtual College

First Aid - A Primary Survey -

Virtual College

First Aid at Work (QCF) -

First Aid Team

Pearson Level 3 NVQ Diploma in Hospitality Supervision and Leadership QCF -

Hit Training

Fire Marshal / Warden -

Fire Security Services

Pearson BTEC Level 3 Award in Supervision and Leadership Principals QCF -

Hit Training

Pearson Functional Skills Qualification in English Level 2 -

Hit Training

NCFE Level 2 in Team Leading Knowledge -

Hit Training

First Aid at Work Course -

South East Coast Ambulance Service

BTEC National Diploma In Travel and Tourism -

Midkent College

NVQ Level 2 - Travel and Tourism Frontline Training

Midkent College

Intermediates -

Mintlaw Academy

A-Levels -

Mintlaw Academy

Scottish Qualifications Certificate -

Mintlaw Academy

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Kelly King