Nicola Howard

An 18 room boutique hotel with a very busy restaurant.

A beautiful marquee within the grounds where weddings and functions are held.

A summary of my duties:

• Prompt resolution of guest complaints.
• Handled escalated issues professionally, turning potential negative reviews into positive ones through effective problem-solving skills.
• Maintained high level of cleanliness across hotel, setting new benchmarks in hygiene standards.
• Adapted quickly during busy periods or unforeseen circumstances maintaining smooth workflows and keeping staff stress levels low whilst still providing excellent service to guests.
• Liaised with restaurant staff for seamless dining experiences, contributing to increased repeat business.
• Worked closely with housekeeping department to maintain room standards, ensuring consistent guest satisfaction.
• Coordinated events to enhance guest satisfaction.
• Ensured check-in of guests was seamless for smoother guest experience.
• Analysed customer feedback data, resulting in strategic improvements.
• Led team training for improved hospitality standards.
• Managed guest booking systems efficiently, reducing errors and oversights dramatically.
• Strengthened team morale, promoting a positive work environment.
• Responded to customer requests with friendly, knowledgeable service and support.

As General Manager for St Augustine's, multimillion pound destination venue with a 27 office Business Centre and 2 residential properties. I managed delivery of all events from Weddings to Dinner Dances, Business Conferences to Private Dinner Dances.

Whilst on a daily basis ran the Business Centre seamlessly to a very high professional standard.

Reporting directly to the 3 Director's/Owners of the business.

Summary of my duties:

Infrastructure;

• Managing and directing a team of 15 to deliver all customer events to the highest standard.
• Working closely with the Sales & Marketing Manager ensuring targets were met and analysing sales data and KPI's.

Together we created the "Twilight Wedding" package which is now

popular amongst other venues, this generated significant revenue.

• Recruited and managed senior staff with focus on delivering clear results.
• Ensuring training was current for all staff.
• Actioning weekly staff rota's, holiday requests and HR policies, including staff appraisals.
• Oversaw all aspects of daily operations, ensuring smooth running of the organisation.
• Chairing weekly management meetings.

Facilities Management;

• Maintained compliance with industry regulations at all times.
• Adhering to Health & Safety regulations.
• Risk Assessments.
• Ensuring all insurance requirements were met.

Financial Management;

• Implemented rigorous financial controls, improving overall profitability.
• Directed administration and optimisation of financial operations, payroll and accounting processes.
• Managing Company accounts, P&L accounts and daily/weekly/monthly/annual cashflows.
• Producing monthly management accounts for Directors.
• Created quarterly board packs for Directors.
• Balanced general ledger by reconciling entries accurately and promptly.
• Ensured accurate financial records through meticulous account reconciliation.
• Processed invoices promptly, enabled swift payment processing.
• Assisted in preparation of annual budgets, aiding business planning.
• Maintained trial balance by reconciliation of general ledgers.
• Coordinated month-end close procedures for timely reporting.
• Identified cost reduction opportunities, improving profitability margins.
• Compiled financial data for business forecasting and budgeting.
• Generated invoices based on established accounts receivable schedules and terms.
• Managed timesheets, ensuring accurate reflection of employees' working hours.
• Ran monthly payroll.

My first position within the company was the Receptionist.

To summarise my duties:

• Utilised multi-line telephone system to manage incoming calls effectively.
• Facilitated prompt issue resolution through careful tracking of complaints until they were fully addressed.
• Ensured the availability of up-to-date content on company brochures and promotional material for prospective clients' use.
• Served as the initial point of contact for guests; providing warm greetings and helpful assistance upon arrival.
• Directed visitors and clients to appropriate staff, ensuring efficient service delivery.
• Maintained an organised reception area for a professional business environment.
• Maintained accurate logs of visitor entries for security purposes.
• Handled appointment scheduling to ensure smooth daily operations.
• Upheld confidentiality with sensitive information handling procedures.

I then after training became a Wedding Co-ordinator.

To summaries my duties:

• Coordinated all aspects of weddings, ensuring smooth running of events.
• Explained event packages, options and prices clearly to customers.
• Led tours for customers planning events, weddings and conferences.
• Assessed individual customer needs and recommended event packages to suit.
• Negotiated costs with suppliers to meet client event budgets.
• Facilitated smooth running of events averaging 80 guests.
• Managed large-scale events from initial planning to successful completion.
• Supervised setup and breakdown of events ensuring timely completion.
• Ensured compliance with health and safety regulations at all events.

In 2015 I started training as an Accountant, successfully achieving my AAT Level 2 qualification and began assisting with the Company accounts until 2019 when I became General Manager and the companies Management Accountant.