1. Emma Owens
Glasmor House
Main Road
Ffynnongroew
Flintshire
CH8 9SN
Tel: 07885 372214 Email: emmam8s@hotmail.com
Personal Profile
Confident, well presented, and highly personable, efficient sales consultant,
experienced within the Hospitality and Travel Industry.
Self-motivated, and committed to deliver consistently high performance standards
and meet sales targets with precise attention to detail
Understanding the Importance of exceptional customer service
Key Skills
* Ability to deliver effective results, meet tight deadlines and targets
* Able to work under pressure and as part of a team
* Proven track record in sales, and consistent high achiever
* Excellent communication and organisational skills. Good listener
* Ability to establish, build & maintain good working relations with people of
different Nationalities
* Quick to grasp new ideas, concepts and systems
Career History
HCA Healthcare UK 2015 - 2016
Customer Service and Sales Advisor
Completed 8 week Sales and Service Training on Private Medical Healthcare and
HCA new initiative for Fixed Price Treatment
Liaise with patients to book consultations
Personal executive to each patient throughout their Journey through HCA
Liaise with medical Secretaries and Consultants regarding Patients and Bookings
Schedule call-backs, Take payments, deal with confirmation and outcomes via
email
Follow up calls to Consultants and Patients if required
Keep CWS diaries up to date with contact information and consultation dates
World Travel Holdings2012 – 2015

2. Experienced Cruise Concierge;Selling Bespoke Cruise Holidays.
Liaise with clients to create tailor made packages to fit the needs of the customer.
Maximising opportunities to continually up sell on targets.
Personal Consultant to individual clients & responsible for the booking of their
complete holiday Journey, including after sales
Working closely with key stakeholders at every level, involved in the sale of a
holiday
Encouraging repeat business
Generating new business through creative Marketing and Specialised Events
Maintaining a calendar of events for effective long term planning
Adhere to company operating procedures
A member of the Overseas Promotion Team
Fishers Hotel Pitlochry (130 Bedrooms) Castle Hotel Group 2011 - 2012
Duty Manager
Supervisory Front of House Duties,
Presenting a professional and friendly first impression to all visitors
Dealing with face to face enquiries, telephone and email bookings,
Responsible for training staff in hotel Restaurant and reception
Design and Creating Brochures and Database for the Hotel
Resolving complaints and problemsolving queries
Gills Cruise Centre 2010-2011
Travel Cruise Consultant
Selling Package Cruise Holidays, Dealing with customer queries. Identify
opportunities to up sell. Building client relationships
Proficient in the following systems such as Amadeus, Focal, Complete Cruise
Solution, View Data, IPScape Phone Systems
Jetline Cruise Company 2009 -2010
Travel Cruise Consultant, Selling Cruise and Stay Holidays, Dealing with Payments,
Customer enquiries, and ensuring Customer Satisfaction
Cabin Crew Ryanair Airline 2008 -2009
Completed 6 week Intensive Cabin Crew training course; Achieved ‘Wings’ on
Boeing 737

3. Responsible for the Safety of Passengers, Crew and the Aircraft, Optimising Sales
opportunities, Passenger ID confirmation, Dealing with complaints and ensuring
total customer satisfaction, Emergencysafety procedures and First Aid Training.
Excellence Training Award (Cabin Crew Boeing 737 – 800) series
Achieved NVQ Cabin Crew Training Course
Academic Qualifications and Awards
University of Highlands & Islands; Perth College UHI 2006 -2008
Higher National Qualification Level
HNC Gained Travel, Tourism & Hospitality
NQ Certificate Gained in Travel Representative & Leisure Industry
Visit Scotland Customer Care Award
SPLHC (Scottish Personal License Holders Certificate)2012
Elementary Food Hygiene Certificate 2007 and 2008 (REHIS)
Pitlochry High School 1995 – 2006
7 Standard Grades achieved at Level: 1 & 2
Subjects Studied at Intermediate level 2
Home Economics: Health & Food Technology GRADE B
Achievements at school
Bronze Duke of Edinburgh Award
Certificate of Merit in 2004 & 2005 in Home Economics and Health & Food
Technology
Personal
I hold a full UK Driving Licence.
References
Available on request