Sonia Martinez Otero
Andover,Hampshire
Overview
27
27
years of professional experience
Work History
Office Administrator
BK Imports Ltd
Andover, Hampshire
09.2008 - Current
- Managed office correspondence, including emails, phone calls and mail, efficiently and promptly.
- Processed customer invoices, ensuring timely payments and accurate record-keeping.
- Answered department emails within target timeframes to meet company communication targets.
- Completed data processing and processing orders into relevant systems to keep records and documentation up-to-date.
- Coordinated fast, accurate clerical work for forms, files and general data entry.
- Oversaw effective file management to keep office records up-to-date.
- Maintained confidentiality of sensitive information, adhering to data protection regulations and upholding company integrity.
- Maintained strict confidentiality and discretion when processing sensitive data and information.
- Coordinated maintenance of the office environment, ensuring a safe and pleasant workspace for all employees.
- Greeted visitors at reception, ensuring a friendly atmosphere.
- Provided customer support by addressing inquiries and resolving issues.
- Raised purchase orders and liaised with suppliers to ensure timely and complete delivery of all orders.
- Coordinated transportation logistics, facilitating smooth delivery of goods, and optimising schedules.
- Processing orders, discussing prices, and shipping from Spain.
Office Administrator
Catalina Fruits Ltd
Quarley
02.2001 - 08.2008
- Managed incoming calls and correspondence, ensuring prompt responses to inquiries.
- Communicated important office updates to staff via internal platforms, enhancing information flow.
- Greeted visitors, notifying relevant staff of guest arrivals.
- Maintained confidentiality of sensitive information, adhering to data protection regulations.
- Coordinated with suppliers and customers to ensure accurate and timely order shipments.
- Oversaw scheduling and routing of deliveries, ensuring efficient routes to reduce costs.
- Sorted and processed cargo into designated categories prior to shipping.
Hotel Receptionist
Eldridge Pope - White Hart Hotel
Andover, Hampshire
06.1999 - 02.2001
- Greeted guests upon arrival, provided check-in assistance, and directed to rooms, enhancing guest experience.
- Facilitated smooth and concise check ins, assigning rooms, issuing keys and providing information.
- Welcomed guests warmly when entering hotel, registering arrival on booking systems.
- Handled reception phone calls, addressing inquiries, resolving complaints, and redirecting calls to enhance guest communication.
- Addressed and resolved guest complaints with professionalism, restoring satisfaction and maintaining hotel reputation.
- Conducted check-out procedures, issued invoices, and collected guest feedback to inform service improvements.
- Prepared for guest arrival, directing housekeeping to ready rooms and add special welcoming touches.
- Coordinated with housekeeping to confirm room statuses, guaranteeing timely availability for new guests.
- Maintained organisation of front desk area for efficient operations.
- Maintained a tidy and welcoming reception area, reinforcing the hotel's commitment to high standards.
- Processed guest payments for accommodation and services, maintaining accurate financial records.
- Processed payments through card readers and POS machines for transactions.
- Trained new reception staff, imparting knowledge and best practices to uphold service quality and standards.
- Maintained confidentiality of guest information, adhering to data protection regulations and building trust.
- Coordinated housekeeping and maintenance services based on guest requests.
- Organised restaurant bookings, excursions and taxis for guests.
- Achieved excellent client satisfaction by delivering exceptional and attentive service.
- Maintained room inventory for occupancy, reservations and room assignments.
- Collaborated with the management team on strategies to improve overall hotel performance and guest satisfaction ratings.
- Issued documentation outlining charges and received payments.
- Supported loyalty programme initiatives, encouraging repeat business and fostering a loyal customer base.
- Explained or demonstrated room features to prevent confusion.
- Handled emergency situations with composure, following protocols to ensure guest and staff safety.
- Assisted in planning and coordinating events hosted at the hotel, ensuring seamless execution and guest satisfaction.
Education
GCSEs - GCSE English, GCSE Math, A Level Spanish
- Previous education to A Level equibalent in Spain and retaken to UK qualifications
Skills
- Front desk operation
- Communication skills
- Attention to detail
- Guest relations
- Hospitality services
- Reservation handling
- Bookings and reservations
- Data entry accuracy
- Hospitality passion
- Hospitality etiquette
- Friendly demeanour
- Telephone etiquette
- Stress resilience
- Multilingual proficiency
Languages
Spanish
Proficient
C2
English
Proficient
C2
Timeline
Office Administrator - BK Imports Ltd
09.2008 - Current
Office Administrator - Catalina Fruits Ltd
02.2001 - 08.2008
Hotel Receptionist - Eldridge Pope - White Hart Hotel
06.1999 - 02.2001
Andover College - GCSEs, GCSE English, GCSE Math, A Level Spanish