Lynsey Smith
Tamworth ,England
Summary
A strong collaborative leader who is hardworking, flexible and passionate about the Resort and each role/task that is taken on, has strong organisational skills & ready to help team achieve company goals.
Skilled in hospitality leadership, problem solving , strategy and marketing to elevate hotel potential.
Motivates high-performing staff to achieve first-class customer experiences. Demonstrates exceptional planning & works well under a fast paced environment.
Overview
30
30
years of professional experience
5
5
years of post-secondary education
Work history
Reservation Manager
The Belfry Resort
Sutton Coldfield, Birmingham
06.2004 - Current
- Handles customer complaints calmly and professionally to maintain hotel reputation & guest satisfaction.
- Organised packages and resources for transient bookings
- Delivered stringent health and safety compliance across hotel departments.
- Maximised occupancy levels by optimising reservations
- Worked closely with housekeeping & reception to build a solid relationship and enables a smooth customer journey for the guest
- Developed and implemented hotel-wide policies and procedures to increase revenue.
- Monitors our local/Aspirational competitor set for the transient markets to use as a guide in the decision-making for packages
- Coaches team members in delivering smooth, professional reservation services and achieved outstanding mystery guest & 59 club results
- Recruited high-performing hospitality staff, onboarding with appropriate training.
- Worked closely with accounts to ensure records & guest bills are correct and no revenue is lost
- Used customer satisfaction survey (Review pro) daily, which is monitored daily to address improvement areas for guest and team members
- Conducted one to ones with team members
- Created a spa day team to deliver excellent customer service and deliver budgeted revenue
Reservations Agent
The Belfry Resort
Sutton Coldfield, Birmingham
04.2004 - 06.2004
- Communicated reservation confirmations to guests via post and email.
- Anticipated and promptly responded to guests requests for upgrades and restaurant bookings.
- Acted as first point of contact for customers to resolve potential issues with reservations.
- Managed high volumes of incoming calls using mitel.
- Employed strong product and systems knowledge to handle booking enquiries.
- Dealt with high-volume calls and emails competently to meet service targets.
- Maintained product knowledge to provide accurate information on local tour services.
- Applied upselling strategies to achieve revenue increase through car hire and tour bookings.
- Planned travel itineraries for families and corporate clients with diverse needs.
- Upsold guest experiences to maximise average booking value.
- Conducted calls professionally and politely to maintain excellent service standards.
Assistant Restaurant General Manager
The Belfry Resort
Sutton Coldfield, Birmingham
03.2001 - 03.2004
- Clearly and promptly communicated pertinent information to staff, maintaining knowledgeable service teams.
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Established safe and secure dining environment with strong sanitation standards.
- Protected brand image by ensuring interior restaurant presentation was exceptionally maintained.
- Strategically reviewed and planned restaurant staffing levels based on evolving service demands.
Waitress
The Belfry Resort
Sutton Coldfield, Birmingham
10.1994 - 06.2001
- Served meals and drinks with professionalism and skill, maintaining high presentation and quality standards.
- Regularly communicated with kitchen and bar staff to maintain smooth front of house operations, minimising potential service delays.
- Created friendly, welcoming atmosphere to encourage positive guest experiences, prolonging visits to increase profitability.
- Provided friendly, courteous service, maximising positive customer satisfaction ratings.
- Assisted waiters during big events and functions to preserve smooth workflow.
- Quickly and clearly communicated dining orders to kitchen staff, directing attention to special requests.
- Maintained bar stocks, replenishing daily as necessary.
- Delivered exceptional service by greeting and serving customers in timely, friendly manner.
Hairdresser
Rembrandts
tamworth , Egland
07.1993 - 10.1994
- Maintained knowledge of latest hair trends to deliver fresh styles aligned with clients needs and preferences.
- Assessed customer hair texture, treatment history and desired outcome to identify appropriate services.
- Answered phone calls daily to schedule appointments and advise on service options.
- Updated customer files with colour notes, preferences and services delivered.
- Trimmed, cut and shaped hair based on exact customer preferences.
- Offered highly skilled cut, colour and extension services to [Number]+ daily customers.
- Created memorable customer experiences with services such as head and neck massages.
- Trained junior stylists to create high-performing salon teams.
- Promoted and sold additional services and products, increasing salon revenue.
- Supervised staff performance in absence of management, maintaining faultless salon services.
- Managed appointments and schedules to smooth workflow.
Education
GCSEs -
Landau Forte Academy, QEMS
09.1988 - 06.1993
Skills
- Guest experience improvement
- Hotel administration
- People management
- Dispute resolution
- Hotel accomodations
- Telephone reservations
- Strategic planning
- Negotiation
- Staff Management
Timeline
Reservation Manager
The Belfry Resort
06.2004 - Current
Reservations Agent
The Belfry Resort
04.2004 - 06.2004
Assistant Restaurant General Manager
The Belfry Resort
03.2001 - 03.2004
Waitress
The Belfry Resort
10.1994 - 06.2001
Hairdresser
Rembrandts
07.1993 - 10.1994
GCSEs -
Landau Forte Academy, QEMS
09.1988 - 06.1993
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