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Resume:
Billy Morris
PROFESSIONAL SUMMARY
Manager with proven hospitality expertise to provide first-class customer experiences. Combines exceptional planning, strategy and leadership abilities to build successful service teams. History developing underperforming restaurants into reputable, profitable business.
CONTACT
52 Rolley way, Prudhoe,
WORK HISTORY
Manager of Operations
The Robin Hood - East Wall houses, Northumberland
02/2015 - Current
Northumberland NE42 5FH
*.********@******.***
SKILLS
• Resource planning
• Coaching leadership
• Conflict resolution
• Passion for customer satisfaction
• Performance improvement
• Strong work ethic
• Established and executed growth strategy that led to 30% revenue growth in 2 years.
• Drove business goals through effective training, coaching and appraising of staff.
• Managed staffing schedules for high numbers of employees, delivering operational efficiency whilst remaining under budget.
• Implemented health, safety and well-being programmes to drive productivity and high-quality services.
• Guided staff to bolster overall team performance, resilience and cohesion.
• Created and implemented best practice policies and processes to aid operational performance.
• Hospitality business management
• Dynamic, friendly hostess
Hospitality Management Trainer 01/1996 - 02/2015
Whitbread PLC - Newcastle upon Tyne, Tyne & Wear
• Service standard compliance
• Customer-service orientated
• Spearheaded operational improvement initiatives, boosting productivity levels by 50%.
• Facilitated company performance evaluation, conducting financial and non- financial performance indicators analysis.
• Prepared annual budgets and staffing levels, encouraging managers and staff to be aware of parameters.
• Advised on staff recruitment, providing induction and continuous training of all staff to improve levels of knowledge, confidence and ability.
• Resolved staff and customer complaints, challenges and enquiries.
• Created welcoming environment and correct ambiance to generate customer loyalty and maintain highest professional standards.
• Kept constant awareness of any changes in food handling standards and other relevant legislation.
• Prepared and monitored staff rota's to meet business needs, providing adequate cover at all times.
• Observed strict confidentiality of all spoken and written personal information.
Department Manager
Ikea - Newcastle upon Tyne, Tyne & Wear
01/1992 - 01/1996
• Provided administrative support to upper management through inventory reporting, budget governance and payroll management.
• Ensured long-term success of company by cultivating strong, effective client relationships.
• Managed inventory and receiving operations to maintain optimal stock levels and meet expected demands.
• Implemented process-improvement initiatives within department resulting in reduced operating costs.
• Reconciled daily sales transactions to balance and log day-to-day revenue.
• Enforced first-class workmanship among staff for successful delivery of targets.
• Coached sales associates in product specifications, sales incentives and selling techniques.
• Worked actively with management team to create daily and weekly sales plans based on weekly sales trends.
EDUCATION
GCSEs, 08/1992 – 06/1997
Lyndhurst Comprehensive – Newcastle Upon Tyne – 8 GCSE's
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