Shannon O'Dell

Full CV / Resume

Ho Reception Manager – Team of 25 including 3 Team Leaders, Receptionists, Guest services assistants and Porters.

I am a confident and determined person with a can do attitude. I have plenty of experience of working with clients and colleagues on a daily basis. I have a well-polished e manner and outstanding customer service skills. My previous experience in different roles has always consisted of daily admin duties and compiling various reports in varied forms of communication whilst also providing the best customer service and managing my team members and leading them. I work well under pressure and feel I thrive in high pressured situations which helps me to remain professional and deal with any situation thrown my way. I have implemented crisis management policies in my current ho and have rolled out the training of these areas. Working in the hospitality industry I am flexible and am always willing to adapt to suit the needs of the business and of the clients. Whilst working full time in my current role as Ho Reception Manager I am also studying for a qualification in ing with AAT in my own time.

AREAS OF EXPERTISE

• Confident Communicator • Project Management • Front Office Management
• Customer Service Skills • Staff Motivation • Recruitment & Development
• Problem-solving • Organisation • Duty Management
• Crisis Management • Group Training • Time Management

EDUCATION

Nescot College - Epsom
AAT Level 2 in ing Dates: January 2015- Present

Modules studied include: -

• Bookkeeping, Costing, the use of the system Sage, Working in the ing Sector.

Nescot College - Epsom
Travel and Tourism Dates: September 2009- June 2011

Qualifications include: -

• Travel and Tourism, Resort Representatives, Cabin Crew, Communications Level 2

Holy Cross School – New Malden
GCSE’s Dates: September 2004- June 2009

Qualifications include: -
• Maths, English, Science, Media, Religious Educations and

EMPLOYMENT HISTORY

Merlin Entertainments - Chessington World of Adventures Resort Hos
Reception Manager Dates: May 2015 - Present
• Promoted to Reception Manager.
• Dealing with Corporate and Leisure guests.
• Show rounds or our Conference area and Meeting rooms
• On the day help for clients with their bookings and general needs.
• Entails managing Reception Team Leaders, Guest Services Assistants and Porters of a busy 219 bedroom ho.
• Role predominantly involves managing Human Resource functions of recruitment, development and training of a 25 person team.
• Involves budgeting and forecasting many financial aspects including; maximising sales of packages and room rates.
• Use of Opera Reservations system and Taleo Recruitment system.
• Duty management shifts, overseeing and assisting in the day to day activities of a 219 room Ho.

Compass Group UK – Epsom Downs, Sandown Park and Kempton Park Racecourse
Catering Assistant Dates: March 2015 - Present
In my spare time I have a casual contract with Compass Group UK, this involves various job tasks including:
• Bar Assistant – Preparing drinks and serving them to clients whilst keeping the area clean and safe to use.
• Wash Up – Cleaning all equipment used including pots and pans and different machines
• Waiting Staff – Serving clients their dinner or anything else they may need at the event
• Conference Host – Hosting on the day for events and conferences.

Merlin Entertainments - Chessington World of Adventures Resort Hos
Reception Team Leader Dates: August 2014– May 2015
• Pro-active in making decisions to improve guest experience
• Leading the Reception team and Guest Services team
• Conducting HR procedures in the form of Appraisals, disciplinaries and performance reviews
• Improving communication between guests and departments, ensuring that all staff feel supported in their job roles.
• Fire Marshal Trainer for the Hos – ensuring consistent learning standards throughout the Hos.
• Developed Health and Safety Card procedure to ensure that all areas are monitored at all times.
• Use of Opera Reservations system.
• Making changes to the operation based on feedback and to enhance the guest experience.

Reason for Leaving: Promoted to new position

Merlin Entertainments – Chessington World of Adventures Resort Hos
Front Desk Receptionist Dates: March 2012 – August 2014
• Use of the systems Opera and Galaxy
• Checking clients in and out of the hos daily
• Answering e calls in a professional manner
• Dealing with any feedback positive or negative and coming to a resolution
• Taking on the role of Reception duty

Reason for Leaving: Promoted to new position
WORK WHILST IN FULL TIME EDUCATION

Merlin Entertainments – Chessington World of Adventures Theme Park
Xtra Adventures – Sales Team Dates: May 2011 – March 2012
• Upselling sale products by roaming
• Supervising birthday parties with 25 children and 10 adults attending at a time running these twice a day
• Use of the system Galaxy
• Promoting the sale of Annual Passes, Fastrack Tickets and Animal Experiences

Reason for Leaving: Promoted from the Theme park to the Ho

Royal Caribbean International
Call Centre Agent Dates: October 2010 – March 2011
• Upselling cruises to Travel agents
• Advising clients on the best cruise to suit their needs
• Booking cruises for clients
• Adding extras to clients bookings
• Inputting data onto various in-house systems
• Liaising with insurance companies for clients who had made claims

Reason for Leaving: New opportunity at previous employer fitted in better with studies.
Merlin Entertainments – Chessington World of Adventures Theme Park
Welcome Host Dates: March 2010 – October 2010
• Day Ticket Sales
• Manning turnstiles making sure all guests entering had a valid ticket
• Welcoming guests to the resort
• Training new members of staff
• Resolving issues caused by online purchases

Reason for Leaving: New Challenge


QUALIFICATIONS


• Level 3 COSHH Training (February 2015)
• First Aid at Work in Compliance with IAW Health and Safety (April 2014).
• AED Familiarisation Course (May 2014).
• Level 2 in Customer Service (June 2010 )


INTERESTS/SKILLS

• Proficient in MS Word, Excel and PowerPoint.
• Regular swimmer.
• Enjoy cooking and baking.
• Full Driving Licence.
• Member of a group through work solely dedicated to enhancing employee engagement and incentivising staff members to achieve in their roles.