Hannah Ball

Experience

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  Soho House & Co

  Oct 2015 - Jul 2018

  Guest Services Agent

  Soho Farmhouse is an exclusive private member’s club in 100 acres of Oxfordshire countryside with 40 cabins, a four-bedroom cottage and a seven-bedroom farm house. The service level expectation is to be professional with a low-key conversational approach.• Deliver an effective and enjoyable communication experience to all guests. • Obtain regular feedback on quality of product, service levels and overall consumer satisfaction. • When required ensure all staff are aware of the day’s key performance measure and service level agreements.• Upsell to include revenue targets for restaurants, spa, special events and functions.• Respond to guest enquiries and provide superior product knowledge on products and services available.• Focus on VIP and special occasion guests, bring new ideas on how to impress guests and prepare for peak times such as holiday periods.• Analyse consumer feedback to enhance the guest experience.• Build strong relationships with all departments to ensure product knowledge is up to date on all available products and services.• Ensure all e-commerce orders and booking are up to date, accurate and completed.• Finalise and confirm booking including payment confirmation via email and telephone.• Deal with consumer complaints and ensure problems are resolved effectively to maintain a world-class reputation for guests with high expectations. Show less

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  Audley Travel

  Jul 2018 - Sept 2020

  Country Specialist

  Audley Travel is a high end tailormade holiday company. All trips are totally bespoke using expert knowledge and first hand experience by specialists who have travelled their specific regions extensively.• Contacting sales leads and enquiries.• Deliver an exceptional level of customer service to all clients.• Create personalised and individual itineraries using GDS, Gallellio (Smartpoint), and specially designed CRM software.• Source flights, accommodation, car hire and excursions, collating the information including costs.• Upsell additional upgrades such as flights, excursions and car hire. • Provide superior knowledge on destinations ad products.• Communicate effectively with clients to fully understand their needs and requirements.• Ensure all trip elements are booked efficiently and correctly. • Manage all administrative tasks competently.• Create finalised travel documents in a personalised folder ready for the client’s departure.• Stay connected with client’s between booking, departure and return to ensure the best possible experience. • Deal with consumer complaints in a timely and professional manner. Show less

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  Food Alert Ltd

  May 2021 - May 2022

  Senior Planner

  Food Alert specialises in food safety, health and safety, fire safety, software and training. They offer services across sectors including retail, leisure and education, but offer expertise in hospitality.• Manage complex, group clients as well as smaller single sites to ensure that audit rounds are scheduled in line with service delivery requirements of contracts. • Undertake daily diary scheduling for employed and associate consultants.• Liaise with designated clients in order to book in audits and to respond to any requests or queries.• Plan all visits to ensure maximum utilisation whilst having due regard to the requirements of the business, client needs and expectations and resources.• Ensure that all cancellations are covered through the reorganisation of audits in order to ensure that consultants meet their billable targets.• Ensure that overdue audits are kept to a minimum.• Arrange work in such a way as to be carried out in the most efficient and cost-effective way.• Maintain regular contact with consultants throughout the day.• Respond to any emergencies, variations, cancellations or other issues in a timely manner.• Manage emails to ensure queries/requests (internal and external) are replied to in a reasonable time.• Build strong relationships with colleagues, clients and other external stakeholders.• Provide cover for the Planning Manager’s consultants/clients during times of sickness or annual leave.• Use technology and business process improvements to make efficiencies in the way work is carried out.• Support the Planning Manager with regular reporting for the SMT. Show less

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  Luxtripper

  Apr 2022 - Nov 2022

  Luxury Travel Specialist
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  Wexas Travel

  Nov 2022 - now

  Senior Tailor-made Specialist