Jay Lester

Dynamic professional with a proven track record in relationship building, team collaboration, and customer service excellence. Demonstrates expertise in managing cash transactions, optimising stock rotation, and leading cross-functional teams to achieve project milestones. Skilled in staff performance management, quality control, budget management, and operational policy review.

Adept at employee training and team leadership with a focus on process improvement and strategic planning. Committed to organisational development through effective conflict resolution, operational support, and performance monitoring. Career goals include leveraging leadership skills to drive cost reduction and efficiency while enhancing customer relationship management within diverse environments.

Back of house operations manager at Elmley Enterprises (2024-11 – Present)

• Monitored staff performance and developed improvement plans.
• Recruited and hired staff for organisational vacancies and enforced consistent policies across workforce.
• Oversaw quality control processes, maintaining high standards for all products and services.
• Advised senior management on facilities needs and delivered ongoing operational support.
• Investigated issues impacting organisational operations and service delivery to understand root causes, prepare detailed reports and recommend corrective actions.
• Reviewed and revised operational policies, aligning procedures with best practices and regulatory requirements.
• Supported employee morale and well-being by developing positive practices centred on career development and individual job satisfaction.
• Managed budgets and financial planning, achieving cost savings without compromising on quality.
• Managed organisational resources to meet administrative and operational needs whilst adhering to budgetary guidelines and meeting quality and schedule demands.
• Analysed performance data to identify trends, making strategic decisions to boost operational success.
• Cultivated work environment focused on personal responsibility, continuous improvement and delivering high-quality results.
• Fostered strong relationships with key stakeholders, including suppliers and clients, to support business objectives.
• Conducted risk assessments, mitigating potential issues before they impacted business operations.
• Streamlined logistics and supply chain management, enhancing delivery times and customer satisfaction.
• Coordinated strategic plans for administrative services management and optimisation to best use available resources.

Senior Housekeeping Supervisor at Elmley Enterprises-Kent (2020-07 – Present)

• Motivated team members to deliver optimum results, leading by example through positive interactions with guests and staff.
• Briefed housekeepers on daily duties, maintaining smooth team operations.
• Organised cleaning and equipment storage areas for easy access.
• Reported maintenance issues to management, minimising potential safety risks.
• Supervised and supported all new personnel to maximise quality of service and performance.
• Examined rooms, lounge areas and stairways to determine cleaning requirements and maintain safe and aesthetically appealing appearance and standards.
• Provided comprehensive training to new employees on proper cleaning techniques and the use of cleaning equipment.
• Trained and guided housekeepers to use brooms, mops and disinfectant products, performing proper cleaning and maintenance tasks.
• Managed inventory of cleaning supplies and equipment, placing orders before depletion to avoid workflow disruption.
• Facilitated communication between housekeeping and front desk staff to enhance guest experience.
• Addressed guest complaints related to room cleanliness swiftly, implementing corrective measures.
• Revised housekeeping procedures to increase efficiency and reduce cleaning time without compromising on quality.
• Supervised a team of 15 housekeeping staff, delegating tasks effectively and monitoring performance.
• Organised shifts to manage schedule of housekeepers, achieve consistency and fairness and manage smooth operations.
• Collaborated with front desk teams to respond promptly to all guest requests.
• Evaluated housekeepers' performance, providing constructive feedback to improve efficiency.
• Accurately managed rosters, leave requirements and absences, ensuring appropriate guidelines were followed.
• Coordinated maintenance operations to be fully compliant with procedures.
• Responded to queries and resolved issues to maintain smooth communications and professional track record.
• Placed housekeeping staff on specific shifts and room blocks based on abilities and daily requirements.
• Tracked absences and punctuality to determine timekeeping records and find replacements for cleaning tasks.
• Oversaw staff to gauge work productivity, performance and responsibility, delivering quality standards and complying with regulations.
• Liaised with maintenance department to coordinate repair work and uphold property condition.
• Conducted thorough inspections of guest rooms and public areas to guarantee adherence to hygiene standards.
• Reviewed employee performance and devised improvement plans.
• Managed supply sourcing and purchasing while keeping within budget.
• Stocked room attendant carts with adequate supplies, maintaining efficient housekeeping services.

Receptionist/Administrator at Island Partnership (2009-06 – 2009-10)

• Booking appointments using Microsoft outlook
• Sorting files for Employ Swale and Getting ready for work schemes.
• Welcomed guests and clients in friendly, positive manner.
• Handled incoming telephone calls, taking accurate messages and relaying to personnel to support timely communication.
• Maintained clean and orderly reception area to impress and welcome visitors.
• Greeted visitors warmly, providing a professional first impression of the organisation.
• Met incoming customers with professional approach and provided friendly, knowledgeable assistance.
• Carried out basic day-to-day administrative tasks to support staff needs.
• Responded to enquiries from clients, vendors and members of public.
• Responded to email inquiries promptly, delivering clear and concise information to address queries.
• Supported guests with immediate, knowledgeable assistance for diverse needs.
• Filed and maintained invoices, customer records and other paperwork to facilitate ease of retrieval.

Programmer at Herberts-Haverhill (2007-06 – 2008-04)

• Programmed data entry tools for efficient home delivery service
• Customised software solutions to meet specific client needs, enhancing functionality and user satisfaction.
• Completed testing at regular project intervals to uncover faults and find issue resolution.
• Reviewed project documentation regularly to verify updates matched project scope.
• Programmed applications and tools using object-oriented languages with goals for code abstraction, stability and reuse.

Waitressing at Various bars in Spain (2006-04 – 2007-06)

• Bar Staff Majorca Spain
• Children's entertainment
• Food serving/preparation
• Supported restaurant staff with waitressing, order taking and drink preparation.
• Managed complaints with calm, clear communication and problem-solving.
• Engaged with customers to better understand needs and deliver excellent service.
• Handled customer concerns and escalated major issues to supervisor.
• Actively listened to customers to fully understand requests and address concerns.
• Inspected products and services to comply with quality standards.
• Operated tills to accurately process cash and credit card transactions.

Kitchen Assistant at Work Space Office Solution (2002-07 – 2006-04)

• Service/preparation
• Servicing tea/coffee machines
• Cash handling
• Chef cover
• Haverhill, UK
• Washed and put away cookware, utensils and dishes.
• Maintained high levels of kitchen hygiene, including cleaning surfaces and equipment regularly.
• Maintained cleanliness and organisation of kitchen stations and storage areas.
• Completed daily cleaning and restocking checklists to support kitchen operations.
• Used kitchen equipment according to manufacturer's instructions and company safety protocols.
• Stored food according to safety procedures, protecting from spoilage and preventing waste.
• Followed all rules and regulations related to safe food handling, preparation and storage.
• Kept all utensils, dishes and glasses clean and ready for customer use.
• Disposed of kitchen waste and recycling appropriately.
• Handled cleaning chemicals in line with safe use guidance.
• Assisted chefs by preparing simple salads, sandwiches and sides.
• Prepared vegetables before service times, washing, peeling and chopping varieties used in dishes.
• Prepared for busy periods by organising ingredients and restocking supplies in line with expected demand.
• Upheld health and safety standards to protect staff and customers.

GCSE or equivalent – Castle manor (2004-01)