Michael Murphy

Customer-focused in management / operations and service with extensive experience in hospitality management and facilities. Recognised for reliability, calm decision-making under pressure and strong stakeholder communication. Skilled in leading teams, managing rotas, resolving escalations and delivering service to agreed KPIs and deadlines.

Bar Manager - Colton Sports Club - Colton (LS15)

(2019-11)

Deliver high standards of bar service, ensuring a positive customer experience.

• Lead and support a team of 8 staff, including shift oversight and day-to-day coordination.
• Hold regular team check-ins with staff and the club committee to review performance and priorities.
• Plan and run successful community events (e.g., Bonfire Night with 700+ tickets, beer festival, children's Christmas party), taking ownership of delivery and customer service.
• Rota planning and shift coordination; cover planning for leave and peak periods.
• Standards and availability: maintain a clean, safe, customer-ready environment; rotate stock by dates, monitor wastage and keep accurate stock levels to support availability.
• Stock control and ordering; monitoring levels to reduce waste and stock-outs.
• Cash handling procedures including tills, floats and end-of-day cashing up.
• Health & safety and licensing compliance checks; incident logging and follow-up.
• Training and onboarding for new starters; setting expectations and coaching performance.
• Customer complaint handling and escalation management.
• Event planning and delivery, coordinating staff, suppliers and club committee.

Client Account Coordinator / Senior Customer Support Advisor - MSL Property Care Services - Halifax

(2006-05 - 2019)

Managed a portfolio of national client estates across the UK and Ireland, coordinating reactive and planned maintenance. Handled incoming helpdesk calls and assessed urgency, response times and health & safety risk to set service expectations and KPIs. Liaised with a network of ~120 contractors, managing attendance, updates and completion to support first-time fixes.

Supported a high-volume, pressurised environment (24/7 rota), maintaining service standards and customer satisfaction. Promoted to Senior Customer Support Advisor (Jun 2018), providing first-line escalation, complaint handling, rota management and onboarding/training for new starters.

Duty Manager - JD Wetherspoon PLC - Halifax

(1999-12 - 2006-04)

Progressed from Team Leader to Level 3 Duty Manager in a high-volume hospitality environment.

• Supervised bar and kitchen teams on rotating shifts, maintaining service standards and operational compliance.
• Handled cashing up and end-of-shift procedures, including tills and daily reconciliation.
• Resolved customer complaints and incidents calmly, helping retain customers and protect the venue's reputation.
• Coached and trained staff to meet performance expectations and improve team capability.

Bar Management (NVQ) - The Barge Public House - Brighouse

(1997-10 - 1999-12)

Ran a busy pub environment while completing an NVQ in Bar Management.

• Managed day-to-day operations, customer service and weekend entertainment.
• Completed stock control, line cleaning and cashing up responsibilities.

GCSEs - 5 subjects - Halifax Catholic High School (1991 - 1997)