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Deputy General Manager Resume Example

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DEPUTY GENERAL MANAGER
Summary
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
June 2015
to
Current
Company NameStateDeputy General Manager
  • 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.
February 2015
to
June 2015
Company NameCity, StateDeputy General Manager
  • 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.
August 2014
to
February 2016
Company NameCity, StateFront of House Manager
  • 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.
May 2013
to
August 2014
Company NameCityAssistant Front Office Manager
  • 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.
December 2011
to
May 2013
Company NameCitySales and Conference Coordinator/ Graduate Manager
  • 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.
November 2009
to
December 2011
Company NameCityConference and Banqueting Team Leader
  • 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.
May 2008
to
November 2009
Company NameCityBar Team Member
  • 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.
May 2004
to
May 2008
Company NameCitySenior Sales Advisor
  • 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
2006
Longley Park Sixth Form CollegeCity A levels: Media Studies, Law, Business Studies, English Language and English Literature
2004
Ecclesfield Comprehensive SchoolCity7 GCSE's including Maths, English, Science and ICT.
2011
Sheffield Hallam University CityBachelor of Science: Tourism and Hospitality Business Management

Strategic Management, International Hospitality and Tourism Marketing Planning, Hospitality Service and Facilities Management, Sustainable Tourism Planning and Contemporary Challenges for Tourism.

Personal Information
  • Date of Birth: 5th May 1988
  • Present Resident in Liverpool, UK
  • Sex: Female
  • Status: Single with no children
  • Hobbies: Cooking, Traveling, Visiting family, Shopping, Film, Theatre, Dining
  • Place of Birth: Sheffield
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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Resume Overview

School Attended

  • Longley Park Sixth Form College
  • Ecclesfield Comprehensive School
  • Sheffield Hallam University

Job Titles Held:

  • Deputy General Manager
  • Front of House Manager
  • Assistant Front Office Manager
  • Sales and Conference Coordinator/ Graduate Manager
  • Conference and Banqueting Team Leader
  • Bar Team Member
  • Senior Sales Advisor

Degrees



  • Bachelor of Science : Tourism and Hospitality Business Management

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