Charlotte Elizabeth Brown,

Address: *, ******** ****, *******, ******, RH2 8QQ, UK

adg0h2@r.postjobfree.com, 077********

N.I. Number: PB 78 63 98 C

WORK HISTORY

August 2018 - Present - The Hari Hotel (5*), The Harilela Group, Belgravia, London Reservations Supervisor

! Responsible for looking after revenue along side the Director to ensure rates are competitive.

! In charge of processing commissions via Onyx to all travel agents, cross- checking monthly commission reports for all OTAs and GDS agents.

! Reservations Trainer for all new starters, ensuring standards are kept.

! Highlighting VIPs to our Guest Service Team and ensuring allocations, amenities are communicated.

! Overseeing all enquiries for our restaurant, bar and terrace. Ensuing restrictions are in place for covers and liaising with our chefs/hostess’ daily.

! Placing hotel reservations in the system in accordance with mystery shopper standards – recommending options that accrue most revenue simultaneously suiting the client’s needs

! Monitoring and responding to all phone and email bedroom enquiries May 2018 - The Hari Hotel (5*), The Harilela Group, Belgravia, London Reservations Agent

! Placing hotel in the system in accordance with mystery shopper standards – recommending options that accrue most revenue simultaneously suiting the client’s needs

! Monitoring and responding to all emails and phone queries.

! Updating various bookings from different channels effectively and speedily

! Following up on a late cancellations or no - updating reservations accordingly.

October 2017- The Chesterfield Mayfair (4*), Red Carnation Collection, Mayfair, London Reservations Agent

! Placing hotel, meeting space and restaurant reservations in the system in accordance with mystery shopper standards – recommending options that accrue most revenue simultaneously suiting the client’s needs

! Updating various bookings from different channels effectively and speedily

! Responsible for compiling a daily revenue report sent to management, central marketing and central sales

! Specific Skills Trainer for the department, focusing the team on email standards; correct sub source information as well as personalising service delivery over the phone

! Responsible for adding in hotel restrictions in the absence of the Revenue Manager

! Effectively managing no shows and the authority to responsibly reducing rates

July 2017- The Chesterfield Mayfair Hotel (4*), Red Carnation Collection, Mayfair, London Developmental Assignment as Night Manager

! Managing Night porters and the building in the absence of the General Manager

! Health and Safety checks

! Night Audit completion as well as credit card reconciliation for the whole property

! Night concierge responsibilities – booking car transfers, restaurants as well as taxis for guests

! Duty Management – ensuring all guest complaints are dealt with, advising further follow up to the early Duty Manager

July 2017- Present The Chesterfield Mayfair Hotel (4*), Red Carnation Collection, Mayfair, London Receptionist Shift Leader

! Ensuring receptionists complete daily check ins and out complying with Mystery shopper guidelines

! Guest experience management; ensuring receptionists and switchboard are trained on delivering personalised service

! Ensuring guests room allocations are done properly and fit the needs of the guests stay

! Completion of weekly and monthly reports sent to management as well as the hotel owner

! Ensuring targets are not only met but surpassed – up selling, trip advisor reviews and currency conversion percentages

May 2017 - July 2017- The Chesterfield Mayfair Hotel (4*), Red Carnation Collection, Mayfair, London

Developmental Assignment as a Reservations Agent

! Answering reservations enquiries to the highest standard

! Completion of a comparison report; calculating revenue due, comparison to last year, trends in pickup as well as dropping of revenue

! Sub sources of information – ensuring this is correct for Marketing purposes Sep 2016-May 2017 The Chesterfield Mayfair Hotel (4*), Red Carnation Collection, Mayfair London

Receptionist

! Completing administrative tasks to the highest standard

! Ensuring daily tasks are completed to there top standards, i.e. Room allocations; VIP guest rooming

! Completing Check Ins and Check outs to our mystery shopper standards

– being the face of the company by giving a lasting first impression May 2015-Sep 2016 The Chesterfield Mayfair Hotel (4*), Red Carnation Collection, Mayfair London

Food and Beverage Head Waitress

! Working with the Banqueting Manager for private events, adapting to the style of the event and guest needs

! Room Service – managing orders solo, working closely with the kitchen to ensure guests needs are relayed

! Afternoon tea, Lunch and Dinner service in the well renowned Butlers restaurant – my flexibility aided the Food and Beverage Manager as I was placed where I was needed the most.

EDUCATION AND QUALIFICATIONS

Westminster Kingsway College, Level Three Restaurant Management Diploma, Distinction Westminster Kingsway College, Level Two Front of House Management, Distinction Westminster Kingsway College, Level One Food and Beverage, Merit Dunottar School:

8 GCSEs: English Language, English Literature, Drama, Maths, Science, Additional Science, Philosophy and Ethics and Home Economics.

IT SKILLS

! PMS trained in Meastro (Chesterfield Mayfair) and Opera (The Hari)

! Trained in Central Reservations Systems such as Synxis;

! Basic training in Ideas,Rainmaker and Revinate

! Trained in restaurant ordering system Micros

! Trained in restaurant reservation systems such as Bookatable and Design My Night

! Proficient with Microsoft Office Applications;

! Employee of the year winner at The Hari Hotel (September 2019)

! Employee of the month winner at The Hari Hotel (November 2018)

! Employee of the month winner at The Chesterfield Hotel (February 2017)

! First Runner up for AICR Receptionist of the Year 2016

! Westminster Kingsway College Student of the Year 2016

! Member of the AICR organisation

! British Culinary Federation Student Cook and Serve 1st place winner 2016

! British Culinary Federation Student Cook and Serve ‘Best in Front of House’ award 2016

! Bronze award at Hotelympia 2016 (Gueridon Skills)

! Hotelympia ‘Show Maker 2015’ (Group Leader)

! Show maker at Hotelympia assisting the press office 2015 and 2016 shows

! Levels 1- 8 and Bronze/Silver Diploma in Speech and Drama 2003-2016 References available upon request

ACCOLADES

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