Kirsty Tolfrey

With over 13 years of experience in the hospitality industry, I have developed a strong foundation in people management, team coordination, customer service, and operational problem-solving. I've progressed from waitress to team coach and shift supervisor, demonstrating my ability to lead under pressure, resolve conflicts, and keep high-performance teams running smoothly. Now, I'm ready to bring my adaptability, leadership, and organisational strengths to a new professional environment — whether that be in operations, administration, client services, or a customer-facing role in a completely new sector.

I'm confident that my hospitality-hardened skills will translate seamlessly into a new career path where I can continue to grow and thrive.

Shift Supervisor / Team Coach / Waitress - Harvester - Portsmouth/Chichester Area

(2011-01)

Over 13 years, I have built deep expertise in hospitality while regularly stepping into senior roles across multiple venues. This background has given me a rare combination of emotional intelligence, time management, and operational focus — ideal for roles beyond the hospitality sector.

• Shift Supervision: Responsible for managing floor staff, handling last-minute issues, ensuring smooth service, and keeping morale high even during peak hours.
• Training & Team Coaching: Mentored new hires, coached team members on upselling and customer interaction, and helped create a positive work culture.
• Customer Service: Delivered outstanding experiences in high-pressure environments, resolving complaints tactfully and ensuring repeat business.
• Operations Support: Assisted with stock control, rota planning, end-of-day cashing up, and opening/closing duties.
• Problem Solving: Maintained calm and effective decision-making under pressure, especially during unexpected service disruptions.

Barmaid - Langstone Hotel - Hayling Island

(2010-01 - 2011-12)

This was my first job in hospitality and being customer facing, where I quickly adapted to the demands of working in a busy bar environment. Starting at a young age helped me develop a strong work ethic, confidence in handling responsibility, and essential customer service skills. This early experience laid the foundation for the confident, capable professional I've become in the years since.

• Serving customers efficiently in a fast-paced setting
• Handling payments and managing tabs
• Maintaining cleanliness and bar organisation during shifts
• Supporting senior staff and learning team collaboration early on