Summary
Overview
Work history
Education
Skills
Timeline
Generic

Sarah Jane Cook

Cardington ,Bedford

Summary

Dynamic and adaptable professional with extensive experience in property and facilities management, Senior Cabin Crew leadership, and high-end front-of-house operations. Skilled in training and mentoring staff both one-on-one and in groups, including designing and delivering classroom-based training. Experienced in creating engaging video content for brand promotion and internal communication.
Recognised for strong interpersonal skills, operational excellence, and a proactive approach to risk and service delivery. Proven ability to manage multi-site residential and commercial portfolios, covering health & safety compliance, fire safety, budgeting, and contractor oversight. Confident in handling critical incidents, resolving challenges under pressure, and delivering exceptional service to executive-level clients and stakeholders.
Highly organised with a keen eye for detail, strong communication and problem-solving skills, and a collaborative approach to team and client engagement.

Overview

40
40
years of professional experience

Work history

Property manager

Trinity Estates
Hemel Hempstead , Herts
01.2025 - Current
  • Manage the upkeep of buildings, communal areas, and grounds.
  • Organise repairs, maintenance, and servicing with plumbing, electrics, and landscaping, etc.
  • Ensure health & safety compliance (fire doors, asbestos checks, risk assessments.
  • Prepare budgets for service charges or rent collection.
  • Approve contractor invoices and control costs.
  • Chase arrears and report on financial performance to stakeholders.
  • Respond to tenant/resident queries or complaints.
  • Liaise with landlords, freeholders, and resident management companies (RMCs).
  • Chair meetings such as AGMs or client board meetings
  • Stay up to date with housing law, leasehold legislation, and RICS/ARMA codes.
  • Enforce lease terms (e.g., restrictions on subletting, pet ownership).
  • Tender, appoint, and oversee cleaning, gardening, and maintenance contractors.
  • Manage large works (e.g., major works under Section 20 of the Landlord & Tenant Act).

Building Facilities Manager

Platform
10.2022 - 12.2024
  • Managed day-to-day operations for residential building with 175 apartments and 4 commercial buildings ensuring compliance with legislation, company policies, and best practices.
  • Oversaw fire safety systems, including weekly bell tests, emergency lighting, fire alarms, PAT Testing and coordinating annual Fire Risk Assessments. Ensured all staff and contractors adhered to fire safety procedures.
  • Coordinated and supervised third-party contractors delivering services, fire safety, security, and cleaning. Reviewed risk assessments and monitored contractor performance.
  • Maintained building safety systems including CCTV and access control, ensuring compliance with Data Protection laws.
  • Managed budgets for building maintenance and ensured cost-effective procurement of services and materials.
  • Provided out-of-hours emergency support and coordinated responses with contractors as needed.
  • Oversaw waste management processes
  • Increased tenant satisfaction by addressing and resolving complaints promptly.
  • Ensured compliance with housing laws and safety regulations, protecting both landlord and tenant rights.
  • Streamlined administrative processes, improving efficiency .
  • Handled emergency situations effectively, providing swift resolution while keeping stress levels minimal for all parties involved.
  • Managed waste disposal for greener working environment.
  • Fostered good tenant relationships through prompt resolution of complaints and enquiries.
  • Implemented energy efficiency measures for sustainability goals.
  • Coordinated security measures with local law enforcement agencies for enhanced protection.

Team Leader Receptionist

Marshall Jaguar Land Rover
Bedford, Bedfordshire
02.2016 - 09.2022
  • Acted as the first point of contact for a luxury automotive brand, delivering a high-end customer experience with professionalism and warmth.
  • Confident and clear communicator, skilled at engaging with clients from all walks of life and adapting tone and delivery accordingly.
  • Created short-form video content showcasing vehicles and features for internal use and promotional purposes, maintaining brand consistency and quality.
  • Represented the Land Rover brand at events and in digital content, always aligning with luxury standards and messaging.
  • Managed customer communications Working in a fast paced environment dealing with Customers in person and by phone
  • Maintaining responsibility for the Dealership Showroom and organizing appointments and schedules with Contractors with any problem areas identified
  • Ordering supplies and ensuring these are readily available
  • Ensuring continual adherence to Land Rover brand values, policies and procedures
  • Working closely with the Head of Business and Directors to deliver key support involving: booking and setting up conference rooms delivering and assisting with my knowledge on how the Dealership is progressing and submitting any ideas
  • Maintaining responsibility for arranging training and security access for new staff
  • Prepared reception Team Rota in to ensure stable coverage.
  • Improved booking system efficiency, reducing customer wait times and eliminating appointment errors.
  • Worked with meticulous attention to accuracy, ensuring client records were precise and up-to-date.


Ad Hoc Receptionist- worked around other job role

Wybsoton Lakes Health & Leisure Club
07.2012 - 06.2019
  • Continued working in this Role one day a week whilst working at Marshall Landrover
  • Overseeing all aspects of cashing up and banking reconciliations
  • Up/cross selling products and memberships to drive revenue growth
  • Client relationship management: proactively responding to customer queries and delivering an exceptional level of service at all times
  • Maintaining full responsibility for health and safety
  • Liaising with the General Manager and Personal Trainers, as well as cleaning staff
  • Addressing to all customer queries and complaints and ensuring all services are delivered with integrity
  • Ensuring all alarms are set at the end of each shift in order to mitigate risk
  • Processing and managing customers records and conducting a variety of administration duties such as filing and re-stocking

Administrator/Supervisor

AR Security Ltd
12.2005 - 07.2012
  • Overseeing all aspects of invoice management
  • Proactively responding to contractor enquiries in relation to areas such as CSCS cards
  • Coordinating all data entry and working with a high level of discretion at all times
  • Managing all travel and accommodation bookings for the Director
  • Answering telephone enquiries from external customers

Senior Cabin Crew

Britannia Airways Ltd
03.1994 - 12.2005
  • Ensuring all safety related aspects are adhered to
  • In Charge of Performance of all other Cabin Crew Members
  • Checking the passenger cabin for any defects
  • Ensuring security of all emergency equipment checks
  • Providing Leadership in the event of an emergency
  • Giving First Aid during a Medical Situation with passengers
  • Ensuring best levels of Safety and Comfort are provided to Passengers
  • Cash and Sales Receipts are submitted at the end of each flight
  • Preparing and Serving Meals and Duty Free
  • Liaising constantly with Flight Deck and preparing their Inflight Meals etc Promoting a cooperative teamwork environment with all Crew

VIP Flight Attendant

Magec Aviation
05.1993 - 03.1994
  • High standards in catering preparation, setups and presentation on board
  • Excellent communication/organization skills, detail and able to resolve solutions
  • Ensure that any difficulties or complications were speedily resolved - invariably without the client even knowing
  • Flexibility and client focus
  • Instinctive attentiveness that ensured a highly personalized, first-class service

Baggage Services Supervisor / Passenger Agent

Britannia Airways
01.1988 - 03.1993
  • In 1993 Britannia Ground Handling were taken over by Servisair, Working closely with both airport authorities and passengers, as well as leading a team of ground staff (comprised of Passenger Service Agents, Duty Officers and Passenger Officers
  • Coordinating lost baggage data and disseminating key knowledge to airport authority management and developing and implementing improvements
  • Ensuring airport authorities are fully aware of any lost baggage trends to mitigate further risk
  • Overseeing all staff training and coaching to facilitate knowledge and ensure staff were fully aware of all policies and procedures
  • Travelling to various airports to gather key insights and share best practices
  • Routinely ensuring all risks ar effectively identified
  • Tagged baggage and routed to an appropriate location for loading and screening
  • Managed team member schedules and work assignments
  • Oversaw ticketing, gate and ramp services
  • Kept team members in line with regulations
  • Checked in luggage and confirmed all carry-on items met federal guidelines
  • Monitored security and maintained operational protocols
  • Announced flight status updates and information about gate changes over PA system
  • Advised customers on specific visa and passport requirements
  • Recorded accurate passenger information to eliminate ticketing errors
  • Verified customer passports and documentation to travel.

Receptionist

Britannia Airways
05.1985 - 01.1988
  • Greeted incoming customers in a professional manner and provided friendly, knowledgeable assistance.
  • Answered and helped resolve enquiries from clients, vendors and general public.
  • Kept reception area clean and neat to give visitors positive impression of the company.
  • Solved administrative and customer service issues with knowledgeable assistance and friendly support.
  • Delivered front of house duties with warm and professional manner.
  • Kept reception area clean and organised to uphold professional office reputation.
  • Managed high volume of incoming calls from multi-line telephone system and documented messages.
  • Maintained accurate and up-to-date records for smooth handovers.
  • Maintained reception area stock of important forms and brochures.
  • Collected and distributed incoming mail, employing strict confidentiality throughout.
  • Handled office petty cash and maintained flawless records.
  • Managed office calendar, set new appointments and assisted with arrangements.
  • Provided clerical support to company employees, including copying, faxing and file management.
  • Issued visitor and contractor passes and recorded visits on security system.
  • Coordinated travel flights, accommodation and itineraries for office staff.

Education

Health And Leisure in Wellbeing And Operations

NVQ
Bedfordshire
11.2018

Some College (No Degree) -

Challney High School For Girls
Bedfordshire
05.1984

Skills

Health & Safety Compliance
Knowledge of H&S legislation and compliance; trained in risk assessments, incident reporting, first aid, fire safety, and emergency procedures
Crisis & Emergency Management
Calm under pressure with hands-on experience in security systems, evacuations, conflict resolution, and incident escalation protocols
Operations & Facilities Management
Proven ability to manage property maintenance, contractor coordination, cleanliness standards, and day-to-day site operations
Leadership & Team Coordination
Skilled in managing diverse teams, supporting staff wellbeing, delegating tasks, and maintaining high performance in fast-paced settings
Customer Experience & Front-of-House
Strong professional presence with experience handling enquiries, resolving complaints, and ensuring smooth guest experiences
Digital & Administrative Proficiency
Proficient in Microsoft Office, scheduling systems, compliance logs, and maintaining accurate operational records
Content Creation & Communication
Confident communicator, experienced in creating internal and brand-facing media, including short-form video and safety training content

Timeline

Property manager

Trinity Estates
01.2025 - Current

Building Facilities Manager

Platform
10.2022 - 12.2024

Team Leader Receptionist

Marshall Jaguar Land Rover
02.2016 - 09.2022

Ad Hoc Receptionist- worked around other job role

Wybsoton Lakes Health & Leisure Club
07.2012 - 06.2019

Administrator/Supervisor

AR Security Ltd
12.2005 - 07.2012

Senior Cabin Crew

Britannia Airways Ltd
03.1994 - 12.2005

VIP Flight Attendant

Magec Aviation
05.1993 - 03.1994

Baggage Services Supervisor / Passenger Agent

Britannia Airways
01.1988 - 03.1993

Receptionist

Britannia Airways
05.1985 - 01.1988

Health And Leisure in Wellbeing And Operations

NVQ

Some College (No Degree) -

Challney High School For Girls

Similar Profiles

Create profile
Sarah Jane Cook