Rebecca Henderson
Chatham,Kent
Summary
Enthusiastic front office supervisor with 3 years of experience. Secures team success through hard work, attention to detail, and excellent organization.
Results-driven, with a strong administrative background. Evaluates and improves team performance with a proactive mindset. Consistently enforces policies and tackles process inefficiencies.
Overview
7
7
years of professional experience
3
3
years of post-secondary education
Work history
Senior front office supervisor
Orida Hotels Maidstone
Maidstone, Kent
09.2023 - Current
- Led a team of nine front office staff to deliver friendly, engaging, and efficient front office service in a 146-bedroom 4-star hotel.
- Facilitated performance tracking by compiling and reviewing daily reports, logs, and contingency lists in Rezlynx, Guestline.
- Boosted customer satisfaction ratings by constantly evaluating, addressing, and ensuring effective communication of guest feedback across all departments.
- Maximized guest experience through celebrity service goals and training, resulting in more consistent guest satisfaction and more confident team members.
- Boosted team morale and engagement by introducing reward programmes, reducing staff turnover.
- I trained all nine receptionists on credit policy and accounting procedures, reducing account discrepancies.
- Supported team members in handling complex guest enquiries and concerns to achieve a positive outcome.
- Encouraged mutual trust, respect, and cooperation among team members.
- Designed strategic schedules, rotas, and workloads to promote productivity.
- Identified skill gaps and arranged relevant training to upskill the clerical team.
- Conducted individual appraisals, set KPI targets, and devised professional development plans to improve staff performance.
- Set office policies and procedures to keep team members coordinated.
- Resolved team conflicts and assisted with identified problems to maintain a sense of teamwork.
- Instructed employees in company policies and procedures, maximizing compliance and consistency.
- Updated office management on the team's activities and progress at monthly meetings.
- Partnered collaboratively with other departments to determine optimum schedules for special projects.
- Communicated policy changes and business priorities to streamline office team tasks.
- Created and submitted progress reports to upper management.
- Delivered new-hire training and mentored established staff on processes and procedures.
Reservations executive
Orida Hotels Maidstone
Maidstone, Kent
02.2023 - 09.2023
- Maintained product knowledge to provide accurate information on local tour services.
- Anticipated and promptly responded to guest requests for upgrades and restaurant bookings.
- I liaised with corporate booking agents to coordinate and update itineraries.
- Identified and engaged prospective business clients to increase corporate bookings.
- Represented the brand to domestic and international guests with exemplary presentation skills.
- Greeted customers with warmth and enthusiasm for faultless front-of-house service.
- Acted as the first point of contact for customers to resolve potential issues with reservations.
- Conducted calls professionally and politely to maintain excellent service standards.
- Recommended hotel packages and initiatives to customers for increased business profits.
- Completed bookings and reservation amendments using hospitality property management software.
- Processed payments and online bookings with zero errors.
- Dealt with high-volume calls and emails competently to meet service targets.
- Upsold guest experiences to maximize average booking value.
- Communicated reservation confirmations to guests via post and email.
Reception Shift leader
Orida Hotels Maidstone
Maidstone, Kent
01.2022 - 02.2023
- Reconciled cash drawers and prepared bank deposits.
- Answered questions and resolved employee complaints.
- Practiced food and health safety to comply with guidelines.
- Promoted safe and tidy work areas through inspections and cleaning checklists.
- Managed and trained staff and provided strategic solutions.
- Provided instructions and feedback to the team during shifts.
- Assigned tasks, projects, and responsibilities to team members and monitored their status.
- Kept employees operating productively to meet business and customer needs.
- Trained and mentored new employees to maximise team performance.
- Led by example and demonstrated company best practices.
Hotel receptionist
Hilton Maidstone
Maidstone, Kent
09.2021 - 01.2022
- Collaborated with housekeeping and maintenance to address the needs of guests.
- Addressed questions, escalating issues and complaints to management.
- Maintained a tidy work area to support cleanliness and quality standards.
- Answered and transferred calls to designated recipients.
- Provided guests with keys and directions to the room.
- Maintained clean, tidy reception areas, ensuring consistently positive first impressions.
- I greeted customers warmly, aiming to provide positive, smooth check-in experiences.
- Calculated billings and hotel charges and provided receipts.
- Greeted guests and facilitated check-in and check-out procedures.
- Collected and processed guest data in line with data protection regulations.
Hotel receptionist
Mercure Maidstone Great Danes Hotel
Maidstone, Kent
11.2020 - 08.2021
Conference and banqueting team member
Mercure Maidstone Great Danes Hotel
Maidstone, Kent
04.2019 - 11.2020
- Prepare tables for guests and reset tables between events.
- Memorized the complete menu and offered guests knowledgeable suggestions.
- Polished glasses and cutlery to pristine standards.
- Took accurate guest orders and relayed information to the kitchen about preferences, requests, or allergens.
- Checked customer IDs to confirm age before selling age-restricted products.
admissions staff & party coordinator
Digger Land
Strood, Kent
05.2017 - 04.2019
- Explained event packages, options, and prices clearly to customers.
- Managed events and ensured their successful completion.
- Created bespoke experiences for clients based on event requirements.
- Organized an invite list and managed registrations.
- Designed event set-up and displays to match client requests.
- Obtained client feedback to determine improvements for future events.
- Registered and briefed attendees on event schedules.
Education
GCSEs -
Walderslade Girls' School
ChathamDiploma of Higher Education - Dance
Millennium Performing Arts
London 09.2017 - 06.2020
Skills
- Rota management
- Payroll cost analysis
- Opera PMS
- Loyalty schemes knowledge
- Coaching and training
- Suggestive upselling
- Complaint resolution
- Reception management
- Staff engagement techniques
- Motivational leadership style
- Workflow planning
- Presentation design
- Employee management
Timeline
Senior front office supervisor
Orida Hotels Maidstone
09.2023 - Current
Reservations executive
Orida Hotels Maidstone
02.2023 - 09.2023
Reception Shift leader
Orida Hotels Maidstone
01.2022 - 02.2023
Hotel receptionist
Hilton Maidstone
09.2021 - 01.2022
Hotel receptionist
Mercure Maidstone Great Danes Hotel
11.2020 - 08.2021
Conference and banqueting team member
Mercure Maidstone Great Danes Hotel
04.2019 - 11.2020
Diploma of Higher Education - Dance
Millennium Performing Arts
09.2017 - 06.2020
admissions staff & party coordinator
Digger Land
05.2017 - 04.2019
GCSEs -
Walderslade Girls' School