Freya Cunningham Email & Phone Number

Harrogate, England, United Kingdom

Bristol, England, United Kingdom

Bath, United Kingdom

Melksham, Wiltshire

Specifically responsible for Reception, however, deputising in the absence of the Operations Manager with full responsibility for the management of the hotel as well. Training and developing of reception team members. Ensuring the highest level of customer service is delivered at all times and championing and raising awareness of guest profiling for returning guests. Creating an SOP manual, keeping it up to date and training to the team. Carrying out 1:1’s and appraisals of the team. Dealing with guests’ issues and requests to ensure satisfactory problem resolution. Managing any employee relations issues within the team. Performing all recruitment and selection within the reception department. Controlling wage percentage whilst creating weekly rota's. In charge of planning all events and weddings held at the hotel - keeping up to date with pro-forma invoices and ensuring all details from customers are correct and communicated within the team. Dealing with weddings and events from enquiry stage to the day the event is held. Ensuring smooth running of events and weddings. Managing room rates on hotel system and on OTA's. Keeping relationships with OTA agents. Creating special offers including those on Secret escape, Travel Zoo and Voyage Prive. Creating new rates and packages and training team on how to sell packages to guests. Updating hotel website with rate information, any offers and packages. Keeping pictures up to date to ensure they do not become outdated. Avon data systems used within hotel - Hotel Executive & Events.Sage accounts system used within the reception department - experience gained keying invoices and credit notes.

Bath, United Kingdom

Solely managing the 15 bedroom city centre guesthouse when on shift. In charge of all staff (chef, waiting staff and housekeepers) and delegation of their duties each day. Checking rooms and guesthouse are cleaned to standard each day. Taking and processing reservations. Checking guests in and out and taking them to their room and ensuring all guests expectations met throughout their booking, and stay. Fixing any maintanence issues if needs be. Carrying out fire tests and safety procedures weekly. Banking any cash taken on shift, and in charge of petty cash. Updating revenue spreadsheets at all times during the day. Updating Social Media and TripAdvisor. Interviewing new employees and processing them as new starters, managing the rota and dealing with holiday requests on a daily basis. In control of stock and ordering.

Supervising restaurant service, conferences, private dining events and weddings; stock control; delegation of tasks to teams; ensuring I have an up to date knowledge of menus and wine lists; meeting Hand Picked brand standards.I also undertook Duty Management shift throughout my time at Fawsley Hall - Representing the general management team; ensuring the highest level of customer satisfaction; responsible for all aspects of fire, safety and security; coordination of helicopter arrivals; evaluating and resolving customer queries and problems.

Coordinating wedding and event enquiries; undertook show rounds; familiarisation trips, and created bedroom reservations; working with couples throughout their wedding planning stages to ensure they have the best experience possible; learning and developing skills in revenue management; producing daily reports for the hotel; meeting budget targets within the department and within Hand Picked Hotels.Undertook training courses which included ‘enquiry handling’ and ‘converting business’.

Working with Opera; checking guests in and out of hotel; answering phones to prospective customers and current guests; taking bedroom, dinner and afternoon tea reservations; responsible for VIP guests, particularly during Silverstone events; ensuring guests had an outstanding stay by building a good relationship; training new team members to meeting Hand Picked Hotel standards, especially whilst the hotel was undergoing a major refurbishment.

Bristol, United Kingdom

Worked within the Food and Beverage department of Mercure Holland House Bristol for my placement year. Micros trained.

Bristol, United Kingdom

Worked within the Conference and Events Sales department using OnQ and Delphi during my placement year at University.

Plymouth, United Kingdom

Worked as a waitress and Bartender in Bentleys Restaurant