Kirsten Rolph
Summary
Dynamic Visitor Services Officer with North Yorkshire County Council, skilled in customer engagement and effective communication. Proven track record in training staff and enhancing customer experiences. Adept at managing bookings and cash handling, ensuring a seamless service environment. Committed to maintaining high standards of professionalism and attention to detail in all interactions.
Overview
19
19
years of professional experience
Work History
Visitor Services Officer
North Yorkshire County Council
Harrogate
12.2019 - 04.2025
- Welcome customers when they first enter the Turkish baths & ask if they have a booking or need help with anything.
- Make bookings for the Turkish baths sessions & treatments in person & over the phone.
- Answer any enquiry's that a customer may have.
- Sell retail products & give the information to any questions a customer may have about them.
- Sell & make a variety of hot drinks, cold drinks & snacks.
- Trained new Visitor Services Officers in best practices regarding customer service, communication skills, policy enforcement, and emergency procedures.
- Cashing up procedures & checking floats were correct on crossovers.
- Know the history of the Turkish Baths & be able to explain how to use them to get the best benefit out of them.
- Knowledge of all the treatments offered & be able to explain them effectively & clearly.
Event Planner
Kudos Hospitality
Harrogate, North Yorkshire
03.2016 - 12.2019
- Coordinated schedules and timelines for events.
- Coordinated with participating vendors during event planning.
- Performed face-to-face meetings to finalize contract for services and event details.
- Developed strong relationships with clients, fostering trust and rapport for ongoing business opportunities.
- Corresponded with clients to answer questions and resolve issues.
Turkish Bath Attendant
North Yorkshire County Council
Harrogate, North Yorkshire
06.2014 - 12.2019
- Maintained a clean and safe environment for guests through regular inspection and cleaning tasks.
- Provided excellent customer service to guests by promptly responding to inquiries and requests.
- Providing tours on how to use the Turkish Baths correctly & safely.
- Taking customers to treatment areas prior to the start of treatments.
- Helping on the cafe if the reception team needed any help.
Administrative Assistant
Kudos Hospitality
Harrogate, North Yorkshire
01.2012 - 06.2014
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail.
- Added all new staff members onto the company system.
- Inputted all staff timesheets for payment.
Catering Assistant
Kudos Hospitality
Harrogate, North Yorkshire
06.2006 - 01.2012
- Collaborated with team members to execute seamless catering events for clients.
- Maintained strict adherence to food safety guidelines, preventing any potential health risks or violations.
- Offered excellent customer service, addressing client concerns promptly and professionally.
- Set up catering areas for conferences varying from serving 50-2000 people.
- Set up of gala dinners serving 100-1500.
- Mobile catering areas for exhibitions where footfall could be 10,000
Education
National Diploma in Animal Management - Animal Management
Askham Bryan College
York, North Yorkshire06-2009
GCSE's -
King James's School
Knaresborough, North Yorkshire05-2006
Skills
- Teamwork
- Attention to detail
- Cleaning and sanitizing
- Reliability
- Excellent communication
- Organizational skills
- Effective communication
- Adaptability and flexibility
- Customer engagement
- Task prioritization
- Professionalism
- Adaptability
- Payment collection
Timeline
Visitor Services Officer
North Yorkshire County Council
12.2019 - 04.2025
Event Planner
Kudos Hospitality
03.2016 - 12.2019
Turkish Bath Attendant
North Yorkshire County Council
06.2014 - 12.2019
Administrative Assistant
Kudos Hospitality
01.2012 - 06.2014
Catering Assistant
Kudos Hospitality
06.2006 - 01.2012
National Diploma in Animal Management - Animal Management
Askham Bryan College
GCSE's -
King James's School