Joanna Raynes

A hospitality professional with extensive experience in customer facing roles. Calm, organised with an empathetic approach to handling queries and complaints in a fast paced environment. Fully trained barista with a genuine passion for specialty coffee and customer interactions . Patient and highly motivated to utilize my customer service skills.

Assistant Manager at Hemingways cafe (2024-01 – Present)

• Orchestrated and supervised shifts to ensure smooth operations and high customer service standards are met
• Main point of contact for customer queries and complaints, resolving issues calmly and professionally
• Supported and supervised team members during busy service periods
• Stock management and regular inventory checks
• Completed end of day cash ups and handled discrepancies accurately

Shift Supervisor/ Key Holder at The Hollybush Pub (2022-01 – 2024-12)

• Managed bookings, table flow and daily operations
• Trained and supported new staff members
• Managed social media account and customer engagement
• Handled any form of complaint with empathy and professionalism, ensuring prompt resolution
• Collaborated with managers to devise innovative strategies for improving customer service standards and operations
• Performed accurate cash ups of tills maintaining financial transparency

Barista at Natter Cafe (2020-01 – 2022-12)

• Fully trained specialty barista responsible for daily espresso dial ins
• Weighed and timed shots to maintain consistent quality and flavour
• Provided friendly, knowledgeable service while multitasking
• Built strong relationships with regular customers

Bartender | Mixologist at The Cosy club (2019-01 – 2020-12)

• Delivered high-volume customer service in a fast-paced environment
• Managed stock rotation, cellar duties and maintained hygiene standards
• Trained new staff members in drink preparation and customer service standards

Supervisor | Shift Leader at The Winterton Arms (2018-01 – 2019-12)

• Led Busy shifts and supported daily operations
• Managed cash handling, refunds and closing procedures
• Assisted with recruitment, training and team development
• Resolved customer complaints professionally

Assistant Manager | Supervisor at The White Hart (2016-01 – 2018-12)

• Supported front of house operations and kitchen communication daily
• Oversaw stock ordering, stock taking and hygiene standards
• Resolved any customer issues promptly
• Managed opening and closing procedures
• Worked effectively as part of a team while guiding colleagues supporting shift operations

GCSEs in General Education – Rodborough School (2007-01 – 2012-12)

A-Levels in Art & Design, Photography, Media Studies – Godalming College (2012-01 – 2014-12)

Fine Art Foundation Degree in Fine Art – University for the Creative Arts, Farnham (2014-01 – 2016-12)

Make-up Artistry Qualification in Make-up Artistry – The London School of Make-up (2017-01 – 2017-12)