Rachel Hewett

• Oversaw the coordination and delivery of private spa hire events, acting as the main point of contact to ensure a seamless guest experience.
• Managed event bookings, schedules and guest requirements within a luxury private member's club environment.
• Coordinated with therapists, management and internal departments to organise exclusive private events and group bookings.
• Delivered exceptional member and guest relations, creating a welcoming, professional and personalised front of house experience.
• Managed a high volume of bookings and enquiries via phone, email and in person, maintaining accuracy and attention to detail.
• Handled guest issues and complaints confidently, resolving concerns while maintaining consistently high service standards.
• Demonstrated extensive knowledge of spa treatments, wellness products and high-end skincare, confidently recommending and upselling services.
• Completed end-of-day analytics, tracked targets and daily performance, and reported operational insights to management across the Shoreditch House.
• Managed multiple responsibilities within a fast-paced environment balancing spa administrative duties as well as preparing wellness drinks such as protein shakes, wellness shots and coffees and alcoholic beverages

• Progressed from a client-facing reception role into a supervisory position, taking responsibility for daily front-of-house operations and delivering a professional, personalised client experience.
• Acted as the main point of contact for NDIS clients, liaising with support workers and NDIS providers to coordinate appointments, communicate client requirements and ensure a smooth and supportive experience.
• Managed a high volume of bookings, enquiries and client communications via phone, email and in person, maintaining accurate records and a high level of attention to detail.
• Coordinated therapist schedules, appointment bookings and day-to-day operations while ensuring the reception area consistently maintained a welcoming and professional standard.
• Handled client concerns and complaints confidently, resolving issues promptly and professionally while maintaining strong client relationships.
• Supervised staff and supported the team with daily operations, ensuring consistent service standards and effective communication across the business.
• Processed payments, HICAPS claims, end-of-day reconciliations and administrative records with accuracy and confidentiality.
• Promoted massage, float therapy and wellness services through personalised recommendations and upselling, contributing to client retention and business performance.
• Created and managed social media content using Canva to promote services, offers and business updates, supporting client engagement and bookings.

• Developed strong customer service, communication and multitasking skills through fast-paced hospitality, managing orders, payments, drinks and delivering exceptional guest experiences throughout my time travelling the country in a variety of environments.

• Delivered friendly and professional front-desk service, assisting guests with check-ins, check-outs, bookings, enquiries and general requests.
• Managed reservations, room allocations and guest records accurately using hostel booking and property-management systems.
• Handled telephone, email and in-person enquiries, providing clear information on accommodation, facilities, local attractions and transport.
• Processed payments, deposits and refunds while maintaining accurate records and following cash-handling procedures.
• Resolved guest concerns and complaints professionally, escalating issues when required to ensure a positive guest experience.
• Liaised with housekeeping and hostel staff to coordinate room readiness, maintenance requests and day-to-day operations efficiently.
• Assisted with planning, promoting and coordinating hostel events and activities to increase guest engagement.

• Provided professional reception and administrative support to vulnerable clients, including asylum seekers and people experiencing homelessness.
• Coordinated appointments, patient records, communications, interpreters, travel services and external organisations.
• Travelled to clients’ accommodation to support professional clinicians during appointments.
• Ensured clients received accessible, compassionate and well-organised support throughout their care.

• Supported the delivery of school-based immunisation programmes across Croydon.
• Coordinated school clinics, appointments and vaccination schedules.
• Processed consent forms and handled parent, school and healthcare enquiries.
• Maintained accurate patient records, data entry and immunisation reporting.
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Progressed from volunteer to a Level 1 Gymnastics paid coach, leading children aged 4 - 12 safe warm ups, games and gymnastic skills.