Business Owner at Lily Francis Bridal (2021-12 – 2026-07)
Owned and managed a bridal boutique, overseeing all aspects of day-to-day business operations while delivering a highly personalised, luxury customer experience. Managed sales, client consultations, supplier relationships, stock management, appointments, financial administration, marketing, and overall business growth.
- Managed the full day-to-day operation of the bridal boutique, ensuring high standards of service, presentation and professionalism.
- Coordinated the complete customer journey from initial enquiry and appointment booking through to fitting, alterations, collection and after-sales support, ensuring seamless transitions through effective communication.
- Developed strong client relationships through exceptional communication, empathy, attention to detail and personalised service, evident in over 200 5* Google reviews.
- Oversaw sales targets, pricing, invoicing, payments, cash handling and financial administration using Xero, ensuring accurate financial tracking.
- Built and maintained relationships with designers, suppliers, seamstresses and other external partners.
- Developed and executed marketing activities across social media and promotional channels, enhancing brand visibility and attracting new customers.
- Maintained accurate business records and ensured compliance with relevant retail, health and safety and business requirements.
- Identified opportunities to improve customer experience, increase sales and develop the business.
Business Systems Support Analyst at Wyboston Lakes Resort (2015-03 – 2022-11)
- Providing first line support for inhouse systems to operators across the business, including point of sale systems, booking systems, chip and pin systems, interfaces and associated hardware.
- Assisting with roll out of new systems and upgrading existing systems.
- Delivered strong user training sessions with system operators on new system enhancements and developments.
- Producing concise user documentation to support training and users.
- Preparing and maintaining new and existing hardware for operation in the point-of-sale environments.
Front of House Manager at Holiday Inn (2013-08 – 2015-03)
- Ensured customer care and expectations were met by proactively managing and resolving service issues.
- Carry out Duty Management shifts, guaranteeing the smooth operation of the business and the safety of staff and guests.
- Built and managed a team of ten members, completing the recruitment process, including interviews, training programme, and probation reviews.
- Promoted team development to enhance skills and collaboration among members by initiating additional training courses and cross-department training and work experience.
- Provided annual appraisals for all team members.
- Produced daily and monthly reports for General Manager, providing insights on operations and performance.
- Maintained up-to-date knowledge of hotel rates and sales, amending daily rates based on market trends.
