Madison Thorburn
Maybole,South Ayrshire
Summary
Organised, reliable and professional individual with strong transferable skills gained through experience in customer service, administration and front-of-house operations within a luxury five-star environment. Confident communicating with customers, colleagues and external contacts in person, over the telephone and by email. Experienced in handling payments, reservations, customer accounts and administrative tasks with a high level of accuracy and attention to detail. My transferable skills include excellent communication, organisation, time management, problem solving and the ability to manage multiple priorities effectively. I am adaptable, quick to learn new systems and procedures, and able to remain calm and professional in busy environments. I am now looking to apply these skills within an administrative or office-based role and continue developing my career.
Overview
1
1
Certification
4
4
years of professional experience
Work History
Guest Service Agent
Trump Turnberry
10.2025 - Current
- Provide a professional and welcoming first point of contact for guests within a five-star environment.
- Complete check-in and check-out procedures accurately using Opera Cloud, including registration, room allocation and payment processing.
- Manage reservations, deposits and guest accounts, ensuring information is accurate and up to date.
- Respond to enquiries in person, by telephone and by email, providing clear and professional communication.
- Handle customer requests and resolve issues efficiently while maintaining a high standard of service.
- Process payments and financial transactions accurately and responsibly.
- Responsible for a cash float, accurately handling, recording and balancing cash and payment transactions.
- Maintain attention to detail when recording guest information and completing administrative procedures.
- Communicate with multiple departments to coordinate requests and ensure tasks are completed efficiently.
- Arranged transport and provided information and recommendations to customers.
- Manage multiple priorities during busy periods while remaining organised and professional.
- Handle customer complaints calmly and work towards positive resolutions.
- Work closely with colleagues across different departments to ensure smooth daily operations.
Food and Beverage Waitsperson
Trump Turnberry
04.2022 - 10.2025
- Provided professional customer service within a luxury five-star environment.
- Completed Forbes Five-Star service training and consistently maintained high professional standards.
- Maintained accurate and professional standards during busy service periods.
- Developed strong organisational and time-management skills while managing multiple customer requirements.
- Worked effectively as part of a team to ensure daily operations ran smoothly.
- Developed strong problem-solving skills through responding to customer requests and resolving issues.
- Communicated confidently with customers from a wide range of backgrounds.
- Processed payments and handled financial transactions accurately.
- Gained experience supporting banqueting and large-scale conference events.
- Assisted with training new team members and explaining service procedures.
Education
Scottish Qualifications Certificate - National 5s & Higher
Carrick Academy
Maybole01-2022
Skills
- Customer service
- Managing bookings, reservations and accounts
- Processing payments and transactions
- Telephone and email correspondence
- Attention to detail
- Administrative and organisational skills
- Record keeping
- Data and information handling
- Time management
- Problem solving
- Professional communication
- Team collaboration
- Calm under pressure
- Adaptable learner
- Confidential professionalism
Certification
- WSET LEVEL 1 IN WINE
Timeline
Guest Service Agent
Trump Turnberry
10.2025 - Current
Food and Beverage Waitsperson
Trump Turnberry
04.2022 - 10.2025
Scottish Qualifications Certificate - National 5s & Higher
Carrick Academy