• Answering all inbound calls and emails from customers in a busy central reservations service • Understanding customers needs and providing appropriate quotations for accommodation • Daily use of the resort’s property management system Maestro • Taking card payments via phone / email and accurately inputting to Maestro • Use of sales techniques to close the deal, and to promote specials, packages and add-ons • Adherence with booking & cancellation policies by collecting payments and administering refunds • Acting as first point of contact to customers and being an ambassador for the resort

• Managing multiple Brand Home mailboxes to ensure customer needs are met and exceeded• Coordination and entry of all bookings (travel trade, B2B, media, business guests) to systems• Management and administration of purchase to pay processes for multiple Brand Homes• Coordination of site training requirements to ensure appropriate levels of staff training• Supporting Management with administrative duties to drive compliance and sustain operations• Uploading and management of controlled documents to document management system for compliance• Acting as first point of contact to customers and being an ambassador for the Malt Brand Homes

• Collating evidence and submitting financial claims and reports to ensure project cashflow• Hosting and participating in meetings with stakeholders to provide oversight and establish progress• Invoice processing and accurate recording of financials to achieve internal & external audit compliance

Working within the Highland LEADER team, an EU and Scottish Government funded rural economic development programme, tasked with delivering community-led local economic development. Duties included:• Timely processing and administration of community grants to secure project cashflow & meet timescales• Scrutinising documents to ensure full EU & Scottish Government audit compliance before payment• Directing applicants on the input of documents and information to bespoke IT system remotely & on-site

This was my first role at Highland Council where I was a Modern Apprentice in Business and Administration within the Economy & Regeneration team. Duties included:• Administering a programme of free digital workshops and 1:1 consultancy across the Highlands for Business Gateway• Providing software training to employability sub-contractors and acting as a helpline for any queries• Assisting with running events for the Enterprise Europe Network and Business Gateway • Calculating and processing employment grants for payment to businesses• Frequent use of Microsoft Office, Management Information System, EMS and CRMAdditionally, I was the first Highland Council Modern Apprentice to attain an SVQ level 3 in Business Administration