Summary
Overview
Work history
Education
Languages
Timeline
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Michelle Coulson

Summary

Friendly professional with experience in hospitality and strong focus on customer service. Capable of creating welcoming atmospheres and ensuring smooth guest experiences through excellent interpersonal skills and keen attention to detail. Adept at managing reservations, coordinating with staff, and resolving guest concerns to enhance overall satisfaction.

Overview

15
15
years of professional experience
5
5
years of post-secondary education

Work history

Restaurant hostess

Seabourn
08.2018 - Current
  • Supervised setting and clearing of tables, maintaining restaurant's high standards.
  • Trained new employees on protocols and procedures, increasing team efficiency.
  • Distributed menus upon arrival of customers, expediting ordering process.
  • Utilised interpersonal skills in dealing with difficult situations, achieving satisfactory resolutions.
  • Assisted wait staff during busy periods for seamless service delivery.
  • Enhanced customer satisfaction by greeting and escorting guests to their tables.
  • Monitored dining room activities for possible improvements or upgrades.
  • Maintained constant communication with culinary team about dietary restrictions or allergies noted by guests ensuring safe dining experiences.
  • Reported customer feedback to management to improve food and service.

Assistant restaurant manager

Miller & Carter
Newcastle upon Tyne
12.2015 - 08.2018
  • Supervised staff during busy periods for smooth operations.
  • Maintained high standards of customer service by handling complaints professionally.
  • Communicated effectively with kitchen staff to ensure timely meal preparation.
  • Ensured adherence to legal guidelines set out by licensing authorities for responsible operation.
  • Handled cash transactions accurately and responsibly.

Hotel receptionist

Four Seasons Hotel
Sydney
12.2013 - 12.2016
  • Handled telephone enquiries professionally, delivering accurate information about the hotel and its services.
  • Responded promptly to customer queries, ensuring an enjoyable stay.
  • Ensured smooth check-out process by promptly settling bills and confirming future bookings if required.
  • Increased efficiency by swiftly resolving any complaints or issues.
  • Assisted in concierge services such as booking taxis or recommending local attractions, improving overall holiday experience.
  • Managed room availability charts to ensure zero overbooking.
  • Facilitated easy communication with non-English speaking guests using translation skills when necessary.
  • Provided hotel information for improved guest experience.

Customer advisor

Lloyds Banking Group
Newcastle upon Tyne
02.2010 - 04.2016
  • Assisted customers in product selection, resulting in increased sales.
  • Implemented feedback from customers to improve services offered.
  • Delivered personalised service to each client, fostering trust and loyalty.
  • Enhanced customer satisfaction by promptly addressing queries and concerns.

Education

GCSEs -

Framwellgate Moor
Durham
09.1989 - 07.1994

Languages

English
Fluent
Spanish
Intermediate
French
Elementary

Timeline

Restaurant hostess

Seabourn
08.2018 - Current

Assistant restaurant manager

Miller & Carter
12.2015 - 08.2018

Hotel receptionist

Four Seasons Hotel
12.2013 - 12.2016

Customer advisor

Lloyds Banking Group
02.2010 - 04.2016

GCSEs -

Framwellgate Moor
09.1989 - 07.1994

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Michelle Coulson