Kylie Holyland
Stenson Fields,Derby
Summary
Organized and efficient professional with extensive experience in administration and client relationship management. Proficient in Opera Cloud and skilled in various software applications, consistently meeting deadlines and achieving targets. Detail-oriented with strong communication skills, focused on leveraging expertise for career advancement.
Overview
22
22
years of professional experience
8
8
years of post-secondary education
Work history
Multi-skilled Team Member
Ibis Budget Derby
Derby, Derbyshire
2022.09 - Current
- Managed workflow schedules through consistent time management for steady daily progress.
- Handled guest complaints and escalated cases for swift issue resolution.
- Completed hotel guest check-ins and welcomed visitors with friendly service.
- Used FOLS and Opera Cloud to support front desk operations.
- Greeted and served guests with beverage and food orders accurately.
- Managed guest reviews to confirm hotel met service expectations.
- Placed food and drink supply orders and managed stationery replenishment requests.
- Supported global banking and invoicing processes with careful document handling.
- Completed day-to-day reception duties, including emails and query responses.
- Greeted customers warmly and reduced wait times through proactive service.
- Delivered reliable customer service with attention to detail under high pressure.
- Processed cash register transactions for accurate record keeping and receipts.
- Assisted with stock takes to maintain sufficient inventory levels at all times.
- Built customer relations to strengthen brand loyalty through consistent follow-up.
- Prioritised tasks to support seamless team workflows and limit disruption impact.
Guest Service Assistant/Receptionist
Days Inn
Derby, Derbyshire
2021.04 - 2022.09
- Upheld strict confidentiality during all guest duty of care tasks.
- Provided local guidance to tourists to enrich guest experiences.
- Supported hotel event organisation to help functions run smoothly.
- Handled guest complaints and queries to strengthen customer relationships.
- Maintained a clean and tidy reception area for a welcoming first impression.
- Met all guest requests promptly to enhance overall satisfaction.
- Used Rezlynx to manage payment accuracy, daily banking, and take payments.
- Operated the switchboard to support clear communication between staff and guests.
- Completed administrative tasks efficiently to support daily hotel operations.
- Assisted with check-ins and check-outs to improve guest experience.
- Delivered front of house duties with a warm, professional manner.
Customer Service Assistant/Receptionist
Derby College
Derby
2013.01 - 2020.11
- Reception duties
- Dealing with visitors and telephone calls
- Manage diary events/liaising with colleagues
- Safeguarding duties within College
- Issuing lift passes, time out passes and locker keys complying with protocols
- Administration duties
- Banking and dealing with ID money
- Dealing with car parking request/signs and queries
- Assisted in the call centre department when necessary
- Guaranteed positive customer experiences by efficiently resolving customer concerns and complaints.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Upheld confidentiality with sensitive information handling procedures.
- Maintained reception area stock of important forms and brochures.
- Prioritised tasks during busy periods for maximised productivity .
Receptionist/Administrator Assistant
NLK Construction Limited
Derby
2012.01 - 2013.01
- Handled reception telephone calls and addressed queries efficiently.
- Organised payroll payments accurately and on time.
- Maintained daily contact with clients to ensure satisfaction.
- Coordinated diary events and scheduled meetings effectively.
- Managed post and petty cash transactions systematically.
- Handled appointment scheduling to ensure smooth daily operations.
- Collected and distributed incoming mail, employing strict confidentiality throughout.
- Acted as first point of contact for wide range of personnel.
- Handled incoming telephone calls professionally whilst providing accurate information.
Payroll/General Office Administrator
Evolve
Derby
2007.01 - 2012.01
- Assisted with processing payroll using Sage, including invoicing, payslips generation, and holiday pay calculations.
- Handled reception duties, answering telephone calls and addressing queries.
- Welcomed employees and clients upon arrival.
- Conducted audit checks on visa identity documents, ensuring compliance with immigration regulations and performing administrative tasks.
- Managed HMRC legislation notifications, including tax codes, P45 forms, and statutory pay processing.
- Supported clients with Jobcentre tax credits, child benefit forms, and reference requests.
- Processed postage, handled banking transactions, and managed petty cash.
- Organised stationary and promotional goods, and completed stock takes.
- Handled customer complaints resulting in better relations with clients.
- Administered payroll activities, ensuring accurate and timely payments.
Bar Attendant
Stenson Bubble Inn
Burnaston, Derbyshire
2006.01 - 2008.01
- Welcomed customers with a friendly attitude.
- Organised bookings and set up tables for service.
- Took food and drink orders, handling payments accurately.
- Supported kitchen staff during busy periods as needed.
- Handled cash transactions accurately reducing discrepancies at end of shift.
- Engaged with guests to create positive rapport, encouraging loyalty and repeat visits.
- Checked identification before serving alcohol, complying with legal requirements.
- Assisted colleagues during busy periods, ensuring smooth workflows.
- Adhered to health and safety standards for secure work environment.
- Served customers with professionalism to enhance their experience.
Administrator
Mark Norton Construction Limited
Derby
2005.01 - 2007.01
- Assisted in setting up and maintaining filing systems.
- Supported payroll processes by preparing autopay wage slips and calculating tax and invoices.
- Welcomed clients and addressed reception queries alongside general paperwork.
- Streamlined office operations by implementing efficient administrative procedures.
- Effectively managed incoming and outgoing mail to maximise office efficiency.
- Liaised with customers to resolve enquiries, appointment requests and billing questions.
- Assisted senior administrators to effectively coordinate large-scale events.
- Handled sensitive information discreetly, maintaining confidentiality at all times as required by protocol.
- Interacted with customers professionally by phone, email and in-person to deliver accurate service information.
Education
Functional English Level 1 - English
Derby College
Derby 2019.01 - 2019.01
Business Administration Level 3 - Business
Derby College
Derby 2015.01 - 2016.01
Customer Service Level 2 - Service
Derby College
Derby 2014.01 - 2014.01
Diploma in Text Processing Level 3 - Text
Derby College
Derby 2013.01 - 2013.01
Microsoft Office 2010, Excel 2010, The Medical Secretary - Word and Medical
DBC Training
Derby 2013.01 - 2013.01
NVQ Level 2 in Business and Administration - Business
Babington Business College
Derby 2005.01 - 2006.01
Beauty Therapy Level 1 - Beauty
Derby College
Derby 2004.01 - 2005.01
GCSEs - Business Studies, Child Development, Double Science, Geography, English Language and Literature, Information Technology and Maths
Derby Moor Community School
Derby 1999.01 - 2004.01
Leader
Leading a Team Programme
Derby 2022/2021 - 2022/2021
Skills
- Excellent communication skills
- Experience in Opera Cloud
- Able to use computers and computer software
- Meet deadlines and targets
- Build relationships with clients and customers
- Organised and efficient
- Pay attention to detail
- Strong background within Administration
- Full Driving License
Affiliations
- I enjoy getting involved in voluntary work such as charity work, helping within a school and expanding my administration areas.
References
References available upon request.
Voluntary Work
- Barnardos, Working as a team and organising stock to sell to customers. Assisting on the shop floor.
- Ridgeway Primary School, Assisting the teacher in the classroom
- Yeomans and Staniforth Accountancy, Assisting them with the administration
- Redwood Infant School, Helping out in their summer fair
- Stocksfield Avenue Primary School, Assisting the teacher by helping the children in their activities
Training
- Safeguarding
- Stop and Search Training
- First Aid Training
- Fire Marshall Training
Hobbies
I enjoy getting involved in voluntary work such as charity work, helping within schools and gaining more experience and knowledge within administration.
Timeline
Multi-skilled Team Member
Ibis Budget Derby
2022.09 - Current
Guest Service Assistant/Receptionist
Days Inn
2021.04 - 2022.09
Functional English Level 1 - English
Derby College
2019.01 - 2019.01
Business Administration Level 3 - Business
Derby College
2015.01 - 2016.01
Customer Service Level 2 - Service
Derby College
2014.01 - 2014.01
Diploma in Text Processing Level 3 - Text
Derby College
2013.01 - 2013.01
Microsoft Office 2010, Excel 2010, The Medical Secretary - Word and Medical
DBC Training
2013.01 - 2013.01
Customer Service Assistant/Receptionist
Derby College
2013.01 - 2020.11
Receptionist/Administrator Assistant
NLK Construction Limited
2012.01 - 2013.01
Payroll/General Office Administrator
Evolve
2007.01 - 2012.01
Bar Attendant
Stenson Bubble Inn
2006.01 - 2008.01
NVQ Level 2 in Business and Administration - Business
Babington Business College
2005.01 - 2006.01
Administrator
Mark Norton Construction Limited
2005.01 - 2007.01
Beauty Therapy Level 1 - Beauty
Derby College
2004.01 - 2005.01
GCSEs - Business Studies, Child Development, Double Science, Geography, English Language and Literature, Information Technology and Maths
Derby Moor Community School
1999.01 - 2004.01
Leader
Leading a Team Programme
2022/2021 - 2022/2021