Louise Maclean

I began my journey in Cameron House as a Receptionist, where I quickly progressed to Reception Supervisor, then onto my current role as Assistant Reception Manager. Through Cameron House and Skills Development Scotland, I completed a Modern Apprenticeship in Hospitality Supervision and Leadership.

• Warmly greet guests and facilitate check-in and check-out procedures, ensuring guests highest demands are met and/or exceeded.
• Train, supervise and motivate team of 8 receptionists to deliver a 5 star guest experience.
• Oversee front desk operations to handle high volume work with professionalism and accuracy.
• Collaborate with all resort teams to address needs of guests.
• Attend management meetings resort wide and chair reception meetings.
• Handle customer complaints calmly and professionally to maintain hotel reputation.
• Use customer satisfaction survey findings to address improvement areas.
• Facilitate corporate functions, conferences and other large scale events.
• Direct bar, restaurant and room service activities to promote sales and guarantee guest satisfaction.

• Warmly greeted guests and facilitate check-in and check-out procedures, ensuring guests demands are met and/or exceeded.
• Managed guest bookings and enquiries accurately and efficiently for continued customer satisfaction.
• Collaborated with event management, housekeeping and food & beverage teams to address needs of guests.
• Calculate billings and hotel charges and provided receipts.
• Maintain clean, tidy reception areas, ensuring consistently positive first impressions.
• Collect and process guest data in line with data protection regulations.
• Achieve 5-star reviews by delivering outstanding customer service.

I transitioned from working in food and beverage to retail - a completely new environment. I was promoted after 1 month by my Area Manger from Sales Advisor to Team Leader.

• Trained, mentored and supervised 4+ employees, building strong sales teams for each shift through strategic rostering.
• Maintained neat, tidy and fully stocked shelves and racks to facilitate optimum sales opportunities.
• Updated pricing and promotions to fulfil store goals.
• Performed risk assessments and security checks to comply with health and safety legislation.
• Facilitated smooth store operations, performing daily opening and closing functions.
• Cashed up tills and counted takings to balance books at business close.
• Processed deliveries and delegated unpacking, pricing and replenishment tasks to maximise efficiency.

• Served food and beverage with professionalism and skill, maintaining high presentation and quality standards.
• Provided menu and offered recommendations to complement dining experience.
• Regularly communicated with kitchen and bar staff to maintain smooth front of house operations, minimising potential service delays.
• Reduced complaints by proactively responding to customer concerns and implementing remedial action.
• Resolved guest complaints promptly and professionally, notifying restaurant management of concerns.
• Informed kitchen staff regarding special order requirements.
• Reduced guest risks by understanding and clearly communicating allergies and intolerances.
• Followed food hygiene and safety procedures in line with requirements.