I am very confident, use my initiative and work well within a group and individually. I enjoy been active and like to keep myself busy. I take pleasure in finding new challenges and taking part in activities whilst taking advantage of any useful opportunities that come my way. I believe myself to be an honest, reliable and friendly person and all of my experiences have enabled me to be independent, organised and self disciplined.
Qualifications
BIIAB Level 2 Award for Personal Licence Holders
Level 3, Intermediate Food Hygiene
FAA Level 2 Award in Health & Safety in the workplace
FAA Level 2 Award in Fire Safety
Emergency First Aid
Fire Extinguisher Training
Accomplishments
Team Engagement: improved team performance and morale.
Guest Relations: Implemented service steps and guest recovery to improve guest satisfaction and retention.
Guest Satisfaction: improved guest satisfaction and retention.
Process Improvement: Created a full training programme in standard operating procedures to improve guest services.
Sales Activities: Successfully identified sales leads to convert for future requirements which increased budget.
Nomination for Employee of the year - MHA Awards 2013.
Spirit of the year award 2013.
Green Tourism Business Scheme: Guided small team of Management to achieve gold award for Green Tourism.
Professional Experience
05/2015 to Current
Deputy General ManagerCognizant Technology Solutions – , VA,
Inspire, motivate and lead the restaurant team to exceed sales and maximise profit whilst maintaining brand standards at all times.
Comply with Health and Safety, Food Safety and Alcohol licensing within the premises.
Working with the Regional Operations Manager to drive sales into the business and maximise profit through Spend per head across the region.
Managing the smooth daily operations of the restaurant whilst maximising capacity and engaging the team to up sell and deliver an outstanding service to everyone visiting.
Assist the General Manager in recruitment, training, customer relations, marketing and any other business.
Administrative responsibilities such as stock inventory, kitchen record keeping, audits, forecasting and profit protection procedures.
01/2015 to 05/2015
Deputy General Manager Cognizant Technology Solutions – Melville, NY,
Effectively managed and directed all hotel operations on a daily basis whilst actively seeking ways to improve.
Implemented ideas and best practices whilst controlling costs in line with company procedures, without compromising standards and quality.
Worked with the owners and Managing Director to maximise occupancy at all times through meeting demands of the local area and securing new businesses, whilst ensuring brand standards were delivered at all times.
Coached the team to deliver a great service and increase customer retention through creating great memories and recognising our most loyal regular guests.
Human resources; staffing levels, recruitment and key training, such as induction, Health & Safety, Risk Assessments, Food Safety, First Aid and Licensing legislation.
07/2014 to 01/2016
Front of House Manager Marriott International – Clive, IA,
Managed a team of Managers and receptionists to
deliver specific brand standards to exceed all visitors expectations.
Managed reservations to deliver competitive rates and
maximise occupancy whilst securing new business leads into the hotel.
Created the guest journey training programme to ensure new and
existing business consistently received an excellent service to increase
retention and recognition.
Increased loyalty recognition by 43% in 8 weeks.
Guest Relations throughout
the hotel, via all channels such as social media, direct and indirect
contacts.
Assisted the General Manager in training, including the
implementation of new programmes within the company.
Supported the General Manager in the smooth running of seven self service Apartments (The Heart) in MediaCityUK.
04/2013 to 07/2014
Assistant Front Office Manager Accor Hotels – Austin, ,
Supported the Front Office Manger with the daily operation of the Front of House team, staffing levels, recruitment, training, payroll, costs and budget.
Pro actively managed to ensure demand and supply in order to maximise occupancy, increase profits and targeting new business.
Supported the Sales Manager in creating an adhoc Sales team to complete Sales activities on a day to day basis for the hotel.
Reported directly to the General Manager with regards to business on the books, demands, rooms forecasts and reservation checks on a daily/weekly basis.
11/2011 to 04/2013
Sales and Conference Coordinator/ Graduate ManagerFiserv, Inc. – Nashville, ,
Exceeded targets against a sales
budget (40% up YTD) by maximising profit.
Responded to all in-coming
enquiries, wrote proposals, met clients, converted bookings,
drew up contracts and coordinated all details relating to
requirements.
I built a strong client base through pro activity, relationship building and customer retention.
Carried out a number of sales activities on a daily basis, visited
local businesses and kept the company database up to date and active.
Full responsibility for adhoc business accounts through business
bookers by setting up preferential rates and kept communication open
between existing businesses and regular contacts.
Successfully secured a place on the Graduate Manager programme where I moved to another site.
Supported the Sales team for the last quarter with bedroom sales, Christmas, business accounts, meetings, events and requests for proposals.
Reported directly to the General Manager and Revenue Manager with regards to Sales research, business accounts and existing customer relationships.
Filled the Night Managers role; My duties in this role included auditing, reporting and supporting the team with the customer rewards loyalty programme.
Took ownership of our Green Tourism Business Scheme to engage the hotel team in meeting the standards and requirements.
10/2009 to 11/2011
Conference and Banqueting Team LeaderHoliday Inn Royal Victoria Hotel Beck Conroy LTD – City, ,
Lead a large team to deliver a high standard service during large conferences and events.
Conducted team briefings to ensure a smooth operation on a daily basis.
Trained and coached team to develop.
Liaised with other departments such as Sales and Front of House to ensure operations exceeded expectations.
04/2008 to 10/2009
Bar Team Member Hilton Hotels And Resorts – City, ,
Beverage host across The Quays restaurant, The Quays Bar and Victoria Bar.
Full service in both restaurant and bars including small and large functions within the hotel.
Customer service, cash handling and general housekeeping.
Developed in my role after completed a number of training courses such as train the train and mastering the are of service.
Departmental trainer; trained new starters and refreshed existing.
Departmental Representative, attended a number of meetings on a weekly and monthly basis to communicate all hotel and company operations to the team.
04/2004 to 04/2008
Senior Sales Advisor USC Ltd: Meadowhall Shopping Centre – City, ,
Managed the ladies wear department in the absence of floor manager.
Replenished stock to push best sellers and maximise profit.
Trained and engaged the team to sell and provide excellent customer service at all times.
Denim specialist in store to push sales, engage and train the team to close sales on this product and push up selling on additional items.
Implemented training across a number of stores to increase customer retention through recruits as I held the highest record for store card recruitment.
Education and Professional Training
Expected in 2006
: Longley Park Sixth Form College - Sheffield , GPA:
A levels: Media Studies, Law, Business
Studies, English Language and English Literature
Expected in 2004
: Ecclesfield Comprehensive School - Sheffield, GPA: 7 GCSE's including Maths, English, Science and ICT.
Expected in 2011
Bachelor of Science: Tourism and Hospitality Business Management Sheffield Hallam University - Sheffield , GPA:
Strategic Management, International Hospitality and Tourism
Marketing Planning, Hospitality Service and Facilities Management,
Sustainable Tourism Planning and Contemporary Challenges for Tourism.
Skills
Administration, Attention to detail, Auditing, Budget setting, Business Management, Cash Handling, Competitive Analysis, Conferences, Contract Design, Customer Relations, Customer Profiling, Customer Service, Database Management, Facilities Management, First Aid, Food Safety, Forecasting, Front Office Management, General Management, Human Resources, Inventory Management, Marketing Planning, Payroll Management, Profit Protection, Creating Proposals, Food and Service Quality, Record Keeping, Recruitment, Relationship Building, Sales Research, Health and Safety, Food Safety, Sales Manager, Coordinating, Strategic Management,
mastering the
art of service, forecast in revenue, train the trainer, Employee Relations, Telesales Skills, Enquiry Handling, Customer Loyalty, Customer Retention, Mentor and
Mediation, Time Management, Problem Solving, Organisation Skills, Business Development, Client Relations.
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School Attended
Longley Park Sixth Form College
Ecclesfield Comprehensive School
Sheffield Hallam University
Job Titles Held:
Deputy General Manager
Deputy General Manager
Front of House Manager
Assistant Front Office Manager
Sales and Conference Coordinator/ Graduate Manager
