Duty Manager - Valley Hotel - Anglesey
(2024-07)
- Maintained professional demeanour in customer interactions, answered concerns and resolved problems with friendly and knowledgeable approach.
- Coordinated daily activity using exceptional organisation and planning abilities for smooth-running business operations.
- Helped improve customer service, quality assurance and service speed by developing and implementing successful solutions.
- Managed team rotas effectively, guaranteeing optimal staffing levels during peak hours to maintain service quality.
- Liaised with employees to determine complaints and satisfaction levels and addressed reported problems to keep staff motivated.
- Addressed customer complaints with empathy and efficiency, resolving issues to maintain high satisfaction levels.
- Oversaw daily operations, including opening and closing procedures, to ensure smooth running of the premises.
- Monitored staff performance and developed improvement plans.
Cabin Assistant - Stena Line Ltd
(1999-01)
I am a supervisor in the Duty Free outlet onboard Stena Estrid. I am responsible for the daily running of the shop, ordering stock, stock taking, and dealing with customers queries and helping them to the best of my knowledge.
- Achieve the highest standards of professionalism and customer services throughout the vessel, leading by example resolving passenger concerns to encourage repeat business
- I work with the ethos of immediate problems solving rather than referral
- Assist in ensuring all Corporate and external policies and procedures are implemented and adhered to (e.g SOX, VAT, Food Hygiene, and Stock Control etc)
- Ensure all staff are familiar/compliant with and able to comply with onboard emergency instructions and procedures
- Responsible for the co-ordination of the defect system in line with the ISM code
- Weekly cabin inspections and reporting
- Responsible for the 'Hospitality assured' accreditation on board the Stena Explorer (former vessel) and ensuring the retention of the award
- This involves assisting in the preparation of the files for audit and liaising with the external examiners during the audit
- Involved with Training New Staff in till procedures and Location
