Eilean Munro

A Passionate hospitality leader with proven experience managing high-volume coffee operations, developing high-performing teams, and delivering exceptional customer experiences. Experienced in leading every aspect of store performance including commercial results, recruitment, coaching, operational excellence, food safety, and financial accountability. I believe great hospitality begins with people.

My leadership style focuses on building positive team cultures where colleagues feel supported, empowered and motivated to deliver outstanding service. Alongside a strong commercial mindset, I enjoy finding creative ways to improve the day to day running of the business, increase sales, and make each store an integral part of its local community.

STORE MANAGER at Burton & Speke Ltd (2022-01 – Present)

Managed one of Scotland's busiest Starbucks stores, overseeing daily operations, team performance, financial targets and customer experience in a demanding, high-volume environment. Led a team of 35+ with weekly sales exceeding £50k.

• Built a positive team culture focused on accountability, recognition and development.
• Successfully coached and developed partners through regular one-to-one coaching and performance conversations.
• Improved customer experience by implementing partner initiatives that increased Customer Experience Survey performance, increasing connection scores to above 90%.
• Increased food sales through commercial planning, product merchandising, and customer sampling, increasing food sales by 41% over last year, leading the estate in Average Transaction Value.
• Managed labour budgets while maintaining excellent customer service standards.
• Led recruitment, onboarding and training for new partners, implementing tailored training plans to suit the needs of the individual, resulting in a high partner retention rate.
• Achieved consistently strong Food Safety and Health & Safety audit results, including Triple Green Passes and 100% Food Safety Audit results with NSF.
• Appointed District Food Safety Advocate, supporting multiple stores with food safety best practices, audit readiness and partner training.
• Improved operational efficiency through forecasting, waste reduction and inventory management.
• Maintained high standards across coffee quality, cleanliness and store presentation while leading from the café floor.
• Built an inclusive culture where partners felt motivated, supported and empowered to succeed in their roles. Trained and developed partners to achieve Starbucks Coffee Master, fostering a culture of coffee knowledge, craftsmanship and appreciation.

UPHOLSTERER at Central Upholstery Ltd (2020-01 – 2022-01)

• Exceptional Attention to Detail – Delivering high-quality craftsmanship with precision and consistency.
• Quality Assurance - Maintaining exacting standards from start to finish.
• Time Management - Prioritising workloads to consistently meet deadlines.
• Customer-Focused Service - Working closely with clients to understand their needs and deliver tailored solutions.
• Problem Solving - Finding creative solutions to complex repairs and bespoke projects.
• Organisation & Planning - Managing multiple projects, materials and schedules efficiently.
• Manual Dexterity & Precision - Demonstrating accuracy and care in every task.
• Adaptability - Switching between bespoke commissions, repairs and changing customer requirements.
• Health & Safety Awareness - Maintaining a safe, clean and organised workspace.
• Team Collaboration - Working alongside colleagues and suppliers to deliver projects successfully.
• Communication Skills - Explaining technical information clearly and managing customer expectations.
• Pride in Presentation - Ensuring every finished product is completed to a premium standard.

INTERIOR ARCHITECTURE – Heriot - Watt University (2023-01 – 2025-01)

FURNITURE DESIGN AND CRAFTMANSHIP – Glasgow City College (2018-01 – 2020-01)