Experience

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  MJMK Restaurants

  • London, England, United Kingdom

  • Restaurant Reservations Consultant

    • Oct 2023 - May 2024
    • London, England, United Kingdom

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  Rare Restaurants

  • London, England, United Kingdom

  • Group Reservations Manager

    • Nov 2022 - Sep 2023
    • London, England, United Kingdom

    Responsible for all reservations teams and systems for 22 sites, central reservations team and outside events. Optimising booking platforms and revenue generation, department restructuring, development initiatives and training to better customer experience. Managing the customer journey and feedback to ensure beginning to end guest satisfaction, improving the guest rating and promoter score. Developing key performance indicators to benchmark performance enabling us to track and react to trends. Managed department budget, negotiating contracts, commission rates and introducing new platforms to expand the marketing outreach and maximise cover capture. Thorough reporting and analytics on reservation metrics, CRM, guest satisfaction, cost of sale, and identifying growth opportunities. Delivering as a key stakeholder in the successful launch of three new sites. Partnering with booking platforms on activations and marketing opportunities to increase yield. Scoping of new system and cost/benefit analysis of adoption.

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  Hawksmoor

  • United Kingdom
  • Restaurants
  • 400 - 500 Employee

  • Reservations Manager

    • Jun 2021 - Nov 2022

    Responsible for Hawksmoor Air Street reservations systems, customer feedback, developing and coaching of reservations team.Managing reservations for a flagship site with an annual turnover of circa £12 million. Oversight on data analytics and reporting to make data-driven decisions for performance improvement. Achieved a 95%+ customer satisfaction rating by implementing customer-centric strategies. Led the optimisation of restaurant availability, ensuring seamless guest experiences. Acted as Maître D', enhancing front-of-house operations and guest satisfaction. Managed a high-volume floor, meeting, and exceeding revenue targets while ensuring a high quality of service. Coaching of peers working in other sites in optimisation of systems and reporting. Produced staff manuals and organised/delivered department training to boost team performance. Fostered a high-performing and motivated culture. Developed a feedback reporting structure and response process.

  • Assistant Reservations Manager

    • Jul 2019 - Jun 2021

  • Reservations Support Manager

    • Apr 2019 - Jun 2019

    Providing system support and coaching for the reservations departments during the role out of new booking system and developing customer feedback reporting. Tasked with training and troubleshooting of a business wide system being implemented. Ensuring the success and integration of new process and providing administrative support to the operations team. Overhauling the reporting on customer feedback and sentiment to improve customer journey.

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  Foxlow Balham - Hawksmoor Group

  • London, England, United Kingdom

  • Assistant General Manager

    • Aug 2017 - Apr 2019
    • London, England, United Kingdom

    Multi-department oversight managing a team of 40+ staff. Responsible for health and safety risk assessments and compliance. Financial reporting and projections. Team training, HR, recruitment, and payroll. Setting department key performance indicators, measuring ongoing performance and budgeting. Shift management and complaint handling.

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  Mels Cafe Bar

  • London, England, United Kingdom

  • Site Trainer

    • Sep 2011 - Jul 2017
    • London, England, United Kingdom

    Senior bartender and waiter responsible for onboarding and training.• Developed comprehensive training materials and manuals for coffee, cocktails, and service.• Conducted performance evaluations to ensure staff proficiency and excellence.

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  The Selkirk Public House

  • London, England, United Kingdom

  • Head Bartender

    • Sep 2010 - Jul 2011
    • London, England, United Kingdom

    Shift leader and keyholder, responsible for rota and events organisation. • Public speaking and events host.

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  Tristarr Images

  • London, England, United Kingdom

  • Administrator

    • Jan 2008 - Aug 2010
    • London, England, United Kingdom

    Administrator and designer in small printworks and embroidery business.- Created marketing materials and proposal decks for client proposals.- Client consultation and follow up on sales leads.- Managing invoicing, database, and production management. - Procurement and supplier negotiation. - Adobe and Corel design suite.