Sarah Hilton

Current duties include:

• Assisting those passengers needing extra support on their journey through the airport, including PRM's, elderly solo travellers, and those with children
• Welcoming passengers at the start and end of their journey, personalising their experience and going the extra mile
• Responding to passenger queries, and successfully resolving complaints and issues arising due to delays or lost items
• Competently using both AvTech and PRM assist, in both the allocator and assistant role
• Working safely following airport procedures
• Anticipating and preparing for periods of high demand to ensure smooth daily operations
• Working successfully within a diverse team

• Ensured the guest service journey was seamless and stress-free from first contact to post-departure feedback and service recovery.
• Administered the entire booking procedure efficiently, treating everyone as individuals and tailor-making their stay. Invited local charities, care homes, organisations, and individuals to visit.
• Scheduled airport and harbour transfers, and informed the airport of guest arrivals and departures, leading to an invitation to join the Ports of Jersey focus group for accessibility.
• Oversaw a busy reception, handling daily visitors, phone calls, and email inquiries, ensuring timely responses.
• Built and maintained valuable relationships with key service user groups, Government of Jersey respite, and UK holiday companies, ensuring sustainable revenue streams.
• Organised the hire, delivery, and collection of guest equipment, working with St Helier Shopmobility. Sourced specialised equipment from the UK and negotiated discounted rates through positive supplier relationships.
• Rewrote hotel administrational documents and promotional materials with up-to-date language around disability.
• Created a safe and thorough housekeeping risk assessment and SOP to ensure guest safety during their stay.
• Created engaging social media content and acted as the hotel representative in Facebook accessible holiday groups.
• Worked with local media (BBC Jersey and ITV) for the hotel opening and special events, and organized visits of social media influencers, creating interesting programs of activities in association with Visit Jersey
• Updated hotel listings on various accessible tourism websites, increasing exposure and driving bookings.

• Covered for management when they were away from the spa.
• Trained new therapists according to treatment and company brand standards and procedures.
• Covered reception, handling payments, telephone and email inquiries, and welcoming guests.
• Built a loyal following of repeat clients.
• Consistently overachieved on retail targets.

• Ran a branch of the salon whilst I was at university in order to keep skills up to date.

• Provided treatments for Lady Edwards Manners in her home at Haddon Hall

• Supervised and trained first-year students
• Managed all aspects of the multi-award-winning spa under the supervision of the spa manager.

• Developed treatments and operating procedures, supporting management in opening the new luxury beauty salon.

• Created treatments, operating procedures, and SOP's.
• Designed treatment menus, literature, and marketing for a small holistic retreat focused on inner wellbeing.

• Supported spa manager in reopening the spa, handling all aspects of management and daily operation
• Installed and managed spa software system
• Created treatments, menus, and marketing literature.

• Trained therapists in standards of operation and treatments
• Covered reception, addressing guest complaints and recovery
• Organized promotional and sales events within the spa.