Helen Stokes

Experience

• 

  Statham Lodge Country House Hotel

  Jan 2007 - Mar 2008

  Receptionist

  During my time at Statham Lodge I learnt the basics of customer service skills including excellent telephone manner, the importance of being well presented and being courteous at all times.Statham Lodge gave me the foundations of what a good receptionist should be and also helped me build my confidence and people skills.

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  Holiday Inn Runcorn

  Mar 2008 - Feb 2011

  Receptionist supervisor/ Guest Experience Champion

  I was promoted from receptionist to Guest Experience Champion. My main responsibilies included monthly drinks receptions where I would become friendly face of Holiday Inn. It was my responsibility to go above and beyond what are guests expected.During my time at Holiday Inn I also won an award for Outstanding Young person in Halton as well as completing several NVQ’s including, Front Office, Customer Service and Team Leader.

• 

  Best Western International

  Feb 2011 - Mar 2012

  Reception Manager

  As Reception Manager at Best Western Feathers Liverpool Hotel I gained management skills such as dealing and resolving problems with difficult guests, book keeping skills regarding the hotels accounts and learning how to manage my team. My team won Reception Team wining team of the year at the Feathers Awards evening in January 2012.

• 

  Ramada Salford Quays

  Feb 2012 - Feb 2015

  Front Office Manager

  I came to Ramada as Reception Manager and within 5 months was promoted to Front Office Manager running both the day and night team. Since becoming Front Office Manager I have often worked long shifts to ensure that I cover both staff on days and nights. I believe this sets a good example to the team and ensures they get the support and supervision they need. Since joining Ramada I have instigated several new procedures such as regular one to one training which has resulted in my team becoming more efficient in their roles. This has been evident in customer service reviews such as Trip Advisor and mystery guest brand audits. Show less

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  Holiday Inn Manchester City Centre

  Jan 2015 - now

  I came to Holiday Inn Mediacity as Front Office Mansger for the 218 bedroom property and was quickly asked to overlook the 50 serviced Heart Apartments that the company also own. I was responsible for a large team across the two properties. As well as duties mentioned in my previous employment I was also tasked with accounts including sales ledger and income spreadsheets.I also played a large part in staff training including Stay Real, FLOW, Night fire safety, loyalty gold champion as well as many more. I was also responsible for celebrate service week organising fun activities for an entire week in June as part of The IHG staff appreciation scheme.During my time at Holiday Inn Mediacity I experienced 3 audits that we passed with flying colours and also was responsible for running Heartbeat for the hotel which I see a considerable improvement in during my time at the property. Show less

  • Front Office Manager

    Jan 2016 - now

  • Front Office Manager Holiday Inn Mediacity and The Heart Apartments

    Jan 2015 - Jan 2016