Rachael Thompson
Dundonald
Summary
Dependable Reservations Agent with extensive experience in front office and reservations departments. Plans and prioritises well to meet high-volume switchboard demands. Proven ability to deliver exceptional customer service while effectively managing multiple tasks in high-pressure environments. Aiming to leverage skills in new administrative roles for further professional growth.
Overview
8
8
years of professional experience
Work history
Reservations Agent
Hastings Hotels
03.2025 - 06.2026
- Ensure callers requests, concerns and any complaints are handled professionally, courteously and efficiently.
- Process all reservation-related correspondence, ensuring any special requests are actioned accordingly, and the relevant personnel are informed.
- Maintain effective communication with colleagues and further hotel personnel.
- Kept up-to-date records of bookings, ensuring accuracy at all times.
- Ensured seamless booking experience by managing all reservation processes efficiently.
- Demonstrated strong communication skills when liaising between guests and hotel management.
- Assisted customers in the reservation process swiftly and accurately for enhanced satisfaction levels.
- Escalated unresolved issues where necessary, ensuring guest satisfaction at all times.
Reservations Executive
Carton House, A Fairmont Managed Hotel
10.2023 - 02.2025
- Answering telephone calls daily and providing good customer service over the phone.
- Handling confidential information.
- Creating reservation and using problem solving skills to provide the best and most suitable options of the guests
Reservations Executive
Carton House, A Fairmont Managed Hotel
10.2023 - 02.2025
- Answering telephone calls daily and providing good customer service over the phone.
- Handling confidential information.
- Creating reservation and using problem solving skills to provide the best and most suitable options of the guests.
Guest Experience Executive
Carton House, A Fairmont Managed Hotel
03.2023 - 10.2023
- Served as first point for contact to all hotel guests proving a welcoming atmosphere developing excellent customer service skills.
- Work with other departments such as housekeeping and the food and beverage team to provide the best guest experience.
- Handled payment processing and provided guests with receipts and bills.
- Developed multi-tasking skills.
Guest Experience Executive
Carton House, A Fairmont Managed Hotel
03.2023 - 10.2023
- Served as first point for contact to all hotel guests proving a welcoming atmosphere developing excellent customer service skills.
- Work efficiently with other departments such as housekeeping and the food and beverage team to provide the best guest experience.
- Handled payment processing and provided guests with receipts and bills.
- Developed multi-tasking skills.
Part Time Sales Assistant
Hardys Hardware
01.2018 - 01.2023
- Assisted customers on the shop floor with questions and advice.
- Organised seasonal shelves ensuring all products were shown this helped advance my creativity and organizational skills.
Part Time Sales Assistant
Hardys Hardware
01.2018 - 01.2023
- Assisted customers on the shop floor with questions and advice.
- Organised seasonal shelves ensuring all products were shown this helped advance my creativity and organizational skills.
Education
Foundation Science Degree - Event Management
Belfast Metropolitan College
Belfast06.2021
Principles of Event Management (Level 3) -
Belfast Metropolitan College
BelfastGCSE -
Nendrum College
ComberSkills
- Organizational skills
- Problem solving
- Adaptability
- Customer service
- Team collaboration
- Reservation software proficiency
- Self-motivation
- Cancellation policy knowledge
- Prompt reservation confirmation
- Data entry expertise
- Punctuality and reliability
- Familiarity with hotel policies
- High-level patience
- Professional telephone etiquette
- Client relationship management
- GDPR compliance
HOBBIES/INTERESTS/ACHIEMENTS
Received driver’s license in July 2022, Avid reader, Volunteered at small local events as part of my qualification
QUALIFICATIONS
- Exam Board: University of Ulster, Level: Level 5, Subject: Associate Bachelor's Degree in Event Management, Grade: Commendation, Date: July 2021
- Exam Board: BTEC, Level: Level 3, Subject: Travel and Tourism, Grade: Merit, Date: July 2019
- Exam Board: BTEC, Level: Level 3, Subject: Hospitality, Grade: Distinction, Date: July 2019
- Exam Board: BTEC, Level: Level 3, Subject: Principles of Event Management, Grade: Pass, Date: June 2018
- Exam Board: NICCEA, Level: GCSE, Subject: Mathematics, Grade: C, Date: June 2017
- Exam Board: NICCEA, Level: GCSE, Subject: English Language, Grade: C, Date: June 2017
- Exam Board: NICCEA, Level: GCSE, Subject: English Literature, Grade: C, Date: June 2017
- Exam Board: NICCEA, Level: GCSE, Subject: SA-Science -Single Award, Grade: B, Date: June 2017
- Exam Board: NICCEA, Level: GCSE, Subject: Learning for Life and Work, Grade: C, Date: June 2017
- Exam Board: OCR, Level: GCSE, Subject: French, Grade: C, Date: June 2017
- Exam Board: NICCEA, Level: COS/B, Subject: OS Environment & Society, Grade: Distinction, Date: June 2017
- Exam Board: OCN, Level: Level 2, Subject: Personal Success & Well Being (QCF), Grade: Pass, Date: June 2017
Timeline
Reservations Agent
Hastings Hotels
03.2025 - 06.2026
Reservations Executive
Carton House, A Fairmont Managed Hotel
10.2023 - 02.2025
Reservations Executive
Carton House, A Fairmont Managed Hotel
10.2023 - 02.2025
Guest Experience Executive
Carton House, A Fairmont Managed Hotel
03.2023 - 10.2023
Guest Experience Executive
Carton House, A Fairmont Managed Hotel
03.2023 - 10.2023
Part Time Sales Assistant
Hardys Hardware
01.2018 - 01.2023
Part Time Sales Assistant
Hardys Hardware
01.2018 - 01.2023
Foundation Science Degree - Event Management
Belfast Metropolitan College
Principles of Event Management (Level 3) -
Belfast Metropolitan College
GCSE -
Nendrum College