Experience

Wings Alliance

• Cadet Pilot

  • Oct 2020 - Present

  Currently undertaking my pilot training, working towards achieving an EASA Commerical Pilots Licence. Training will be completed at;- Stapleford Aerodrome (London)- Bristol Ground School- Diamond flight academy (Sweden).



Northcote Restaurant Company

• Business Manager

  • Jul 2020 - Present



KPMG

• Head Of Department

  • Apr 2018 - Mar 2020

  Contracted by Compass group (Restaurant Associates)A member’s club located in Mayfair. Designed for HNW client entertainment, with a strong focus on customer relationships. A venue spread over five floors, I was responsible for the operation of the 4th floor, in addition to the beverage operation across the whole venue.Head of Department• Managed a team of 14 (increasing to up to 30 for events), developing strong CX strategies.• Planned and delivered staff training, mentoring… Contracted by Compass group (Restaurant Associates)A member’s club located in Mayfair. Designed for HNW client entertainment, with a strong focus on customer relationships. A venue spread over five floors, I was responsible for the operation of the 4th floor, in addition to the beverage operation across the whole venue.Head of Department• Managed a team of 14 (increasing to up to 30 for events), developing strong CX strategies.• Planned and delivered staff training, mentoring and development programs to positively impact customer journey.• Identified service concerns implementing framework for improvement, reducing customer and employee complaints.• Organised and executed client events ranging from 30 to 300, placing a great emphasis on client experience, increasing event revenue by 20% on average.• Adapted operation based on customers needs and expectations, as well as business goals and standards. • Developed venue wide food & beverage programs, based on market trends, increasing day to day customer spend by 10% and venue turnover by 1% annually. Show more Show less



D&D London

• Head Of Department

  • Dec 2017 - Apr 2018

  An iconic venue, situated in the Royal Festival Hall. This was one of the biggest and busiest bars within the company, with 2 restaurants, serving over 600 covers a day. Tasked with improving customer experience and increasing revenue. Head of Department (Temporary contract)• Managed a team of 16, setting short and long-term targets, which improved average spend per head by 15%.• Re-evaluated SOPs and KPIs to ensure a greater focus on customer journey, by creating operational… An iconic venue, situated in the Royal Festival Hall. This was one of the biggest and busiest bars within the company, with 2 restaurants, serving over 600 covers a day. Tasked with improving customer experience and increasing revenue. Head of Department (Temporary contract)• Managed a team of 16, setting short and long-term targets, which improved average spend per head by 15%.• Re-evaluated SOPs and KPIs to ensure a greater focus on customer journey, by creating operational frameworks and procedures.• Increased mystery diner score from 75% to 97% - performance based on identified and rectified issues.• Organised learning and development programs for staff oriented towards identifying customer contact points and improving customer satisfaction. • Improved communication skills by solving customer queries and complaints.• Analysed P&L, identifying and evaluating data for an operation with the turnover of £2.5million. Show more Show less



The Social Company (Jason Atherton Restaurants)

• Bar Manager to General Manager

  • Nov 2016 - Sep 2017

• Bar Manager

  • Nov 2015 - Nov 2016



Fultons Restaurants

• Group Bar Manager

  • Nov 2014 - Oct 2015

  Part of the mobilisation team for Chelmsford City Racecourse I was responsible for creating and launching the beverage department, capable of serving up to 10,000 people. Additionally, I implemented the redesign and operating procedures for two others bars within the Fulton’s Restaurant Group.Group Bar Manager• Structured and led the creation of bar teams of up to 60+ staff for event days.• Developed bar concepts based on market trends, customer segmentation and demographic… Part of the mobilisation team for Chelmsford City Racecourse I was responsible for creating and launching the beverage department, capable of serving up to 10,000 people. Additionally, I implemented the redesign and operating procedures for two others bars within the Fulton’s Restaurant Group.Group Bar Manager• Structured and led the creation of bar teams of up to 60+ staff for event days.• Developed bar concepts based on market trends, customer segmentation and demographic location.• Improved organisational and time-management skills, managing the mobilisation of three bars and the re-launch of two.• Redesigned bar menus for two sites which resulted in increased beverage sales by 8% across the group.• Created individual staff development plans to train staff from novice to supervisor. Show more Show less



Oxford Leisure Ltd

• Assistant Manager

  • 2012 - 20142 years

  Located in the heart of the city, The Varsity Club is one of the leading nightclubs in oxford. Laid over four floors including one roof terrace used as an outside area during the day, the bar delivers high end cocktails for professionals and general public early evening and turning into a nightclub after 11pm. This job has allowed me to focus on two key areas of hospitality; delivering high levels of service during the evening and maximising turn over at during club hours (I frequently achieved… Located in the heart of the city, The Varsity Club is one of the leading nightclubs in oxford. Laid over four floors including one roof terrace used as an outside area during the day, the bar delivers high end cocktails for professionals and general public early evening and turning into a nightclub after 11pm. This job has allowed me to focus on two key areas of hospitality; delivering high levels of service during the evening and maximising turn over at during club hours (I frequently achieved the highest bar sales of all staff working). • Managed a team of up to 4 for intimate private cocktail parties and 17 for general club nights (max 400 occupancy)• Cocktail trained – comprehensive knowledge of classic cocktails • Responsibility for the reconciliation of tills/POS on a daily basis • Co-ordination of stock needed for ordering and placing orders.• Responsibility for weekly staff allocation rotas • Cocktail bar and nightclub table Service• Door Management - checking customer ID, settling any disputes, filling out incident report forms as well as having an input into which guests are allowed to enter the premises depending on levels of intoxication.• General management of the club and club nights when the manager was away. Show more Show less



Sofitel Luxury Hotels and Resorts

• Food and Beverage Trainee

  • May 2013 - Sep 2013

  Working at Sofitel St James over my university summer break allowed me to gain an insight into the world of luxury French hotels. The high level of service expected whilst employed in the bar ranged from the drinks created, service provided and the overall experience of the guest pushed me to continuously develop and improve over the three month internship I undertook. Known for being the best in hospitality, the French way of working with guests rather than solely for them helped to achieve… Working at Sofitel St James over my university summer break allowed me to gain an insight into the world of luxury French hotels. The high level of service expected whilst employed in the bar ranged from the drinks created, service provided and the overall experience of the guest pushed me to continuously develop and improve over the three month internship I undertook. Known for being the best in hospitality, the French way of working with guests rather than solely for them helped to achieve memorable experiences. • Creating classic and house cocktails (classic cocktail trained).• Serving food and beverage to guests within the bar, restaurant, room service and afternoon tea.• Stock management and rotation, ensuring that the bar was stocked for the shift, requesting stock for next day.• Supporting the senior bar team – guaranteeing bar mise en place was correctly set up each day.• Answering and guest queries, recommending food and drinks to suit individual taste.• Whilst working for the bar, a mystery guest rated their experience at 97.3%. Show more Show less



By Word of Mouth

• Events Staff

  • Aug 2012 - Aug 2012

  I have recently started working for By Word of Mouth, one of the most prestigious events companies. Within a short space of time I have started to take on Management Roles on events. This have allowed me to gain an insight in how to run events for top clientele. This enables me to focus on attention to detail, improve my managerial skills and give me an insight into different hospitality markets.Jobs Completed:Bar WorkHead of TraysWine WaiterTrainee Manager



The Manor on Golden Pond

• Intern

  • Jun 2011 - Jun 2012

  As part of my university course, I participated in a year's work experience in a boutique hotel in America. The experience allowed me to develop as an individual as well as a future manager, focusing on the needs and expectations of customers