Jamie Rozza

Results-driven and highly motivated manager with extensive experience across hospitality, retail, and insurance sectors. Proven track record of leading high-performing teams, improving operational efficiency, and driving sales growth. Known for strong leadership, adaptability, and a hands-on approach to problem-solving. Committed to maintaining high standards, developing teams, and consistently delivering excellent business results.

Assistant Manager (Costa) & Site Duty Manager - Moto – Medway Services (M2)

(2024-04)

• Ensure site-wide compliance with health & safety, security, and operational standards
• Lead, support, and coach teams across multiple departments and brands
• Analyse performance metrics to inform decision-making and improve business outcomes
• Take full accountability for health & safety across the site
• Drive profitability through sales growth and effective cost control
• Manage staffing, scheduling, and labour optimisation across site operations
• Resolve operational issues efficiently, ensuring minimal disruption
• Monitor and deliver against KPI targets across departments

Multi-Site Manager - Costa Coffee

(2019-09 - 2024-04)

Managed multiple store locations, ensuring operational excellence and compliance. Developed and coached teams to maximise performance and engagement. Conducted regular audits to maintain brand and operational standards. Monitored and delivered KPI targets, including sales, customer experience, and compliance. Supported underperforming stores to improve results and achieve targets.

• Consistently ranked both stores in the Top 3 for NPS (YTD Leaderboard)
• Delivered highest sales growth within the company
• Achieved highest charity fundraising total (2022)
• Brand Excellence Champion – 97.3% score (Twydall)
• Improved store ranking from 156th to 10th across UK franchises
• Awarded company recognition for maintaining high-performing stores

Administrative Assistant - Novus Risk Services - London

(2017-06 - 2019-05)

Supported insurance brokers with administrative and client-facing tasks. Prepared bordereaux, processed documentation, and maintained accurate records. Communicated with underwriters and assisted with policy placement. Gained exposure to Lloyd's of London market and underwriting processes. Assisted in developing improved filing systems and workflows.

• Analytical and numerical skills
• Insurance processes (binding, renewals, endorsements, SOVs)
• Strong written and verbal communication
• Stakeholder coordination across brokers, agents, and underwriters
• Successfully assisted in binding and placing insurance coverage while meeting client expectations

Premier Inn Host / Acting Assistant Operations Manager - Premier Inn & Thyme Restaurant - London Eltham

(2017-11 - 2018-04)

Supported overall hotel operations, ensuring compliance with company procedures. Maintained high standards in finance, health & safety, and data protection. Assisted in team leadership, recruitment, and performance management. Managed rotas, forecasting, and cost control. Delivered excellent guest experience and team engagement.

• Reduced labour costs in line with budget targets
• Achieved strong audit results in finance and fire safety
• Improved team retention and engagement

NVQ Level 2 - Hair Design - Mid Kent College

GCSEs - English, Maths, Science, ICT, Physical Education - The Howard School for Boys