Experience

Junkyard Golf Club

• United Kingdom
• Hospitality
• 1 - 100 Employee

• Front of house

  • Feb 2023 - Present



TeamSport Indoor Go Karting

• United Kingdom
• Travel Arrangements
• 200 - 300 Employee

• Duty Manager

  • Sep 2021 - Feb 2023

• Host

  • Sep 2020 - Sep 2021



Imperial War Museums

• United Kingdom
• Museums, Historical Sites, and Zoos
• 300 - 400 Employee

• Retail and Admissions Manager

  • Sep 2018 - Feb 2020

  • Leading a team of up to 30 people, including a Deputy Manager, 5 Supervisors and a team of assistants in various roles. • Responsible for income generation through retail and admissions areas at IWM London. • Ensuring the visual merchandising of all retail sales areas remains to the highest levels. • Responsible for cash security across all cash handling areas • Ensuring that all team members are compliant with departmental and museum procedures. • Managing the training and development of all team members • Responsible for the most successful year at IWM London, generating £1.7 million in retail sales in 2017/18 and on track to exceed the 2019/20 retail target by £100k. • Managing guidebook sales from two standalone guidebook pods, ensuring that guidebook pods play an active role in income generation for the museum group • Ensuring that all financial and KPI targets for retail are met at IWM London • Working alongside other museum departments to ensure a seamless visitor experience is delivered across all front of house museum areas. • Working alongside the Membership team to increase membership uptake at both retail and admissions areas • Managing the recruitment process for various permanent and seasonal positions • Writing reports on a weekly, monthly, quarterly and annual basis, as well as presenting results at quarterly sales meetings to the Retail Operations Manager, Head of Retail and the Buying & Merchandising team Show less



National Army Museum

• United Kingdom
• Museums, Historical Sites, and Zoos
• 1 - 100 Employee

• Senior Retail and Visitor Experience Supervisor

  • Oct 2016 - Sep 2018

  Working along side the Retail and Visitor Experience Manager as her deputy to ensure the smooth day to day running of the the National Army Museum’s front of house areas, including the Shop, Galleries and Welcome area. • Managing the recruitment process for 29 new team members, writing and conducting both formal and group interviews. • Writing operational procedures including cash handling procedures. • Ensuring cash security. • Assisting in the procurment of new retail and ticketing systems. • Duty management of all front of house areas. • Line management of 15 team members. • Continually training and developing team members through shop floor coaching and one to ones. • Ensuring that the museum shop is fully stocked and visual merchandising guidelines are followed. • Ensuring that customer service levels remain high by acting as a Visitor Experience Champion. • Driving sales to ensure financial targets and KPI’s are met through training team members and leading by example. • Working alongside all other museum departments to ensure seamless customer service is delivered across the museum and my team are fully briefed on developments within the museum. Show less



Natural History Museum

• United Kingdom
• Museums, Historical Sites, and Zoos
• 700 & Above Employee

• Retail Assistant Manager

  • Dec 2014 - Sep 2016

  Working as a part of the shop floor management team to drive sales, train and develop retail assistant, ensure company policies and procedures are adhered to and pushing staff to raise standards across the museum’s retail outlets. Leading a team of up to 30 retail assistants across 9 retail outlets to achieve agreed financial targets and KPI’s.Working alongside members of the Buying and Merchandising team to ensure all stores are fully stocked and range stories are effectively told.Pushing retail assistants to provide the highest levels of customer service.Writing the retail department's first staff handbook.Reporting to the general manager any trends or changes to visitor demographic which could affect performance. Show less

• Store Manager (Secondment)

  • Oct 2015 - Jan 2016

  Leading a team of supervisors and retail assistant at the Natural History Museum’s first off site retail outlet at the Bluewater shopping centre, Kent. Managing the day to day running of the store, ensuring staff exceeded customer service standards and KPI’s. Recruiting and training a new team of sypervisors and retail assistants, ensuing that they were fully complient with the museum’s policies and procedure including cash security. Training and developing staff through on the job training and one to one meetings. Communicating effectively with the buying and merchandising teams to ensure stock levels were correct.Ensuring that instore visual merchandising adhered to visual merchandising standards.Organsing and coordinating demonstration areas and story telling to increase sales. Ensuring store set up and get out were completed within time restraints. Financial target for the period was exceeded by £30k. Show less



Imperial War Museums

• United Kingdom
• Museums, Historical Sites, and Zoos
• 300 - 400 Employee

• Retail and Admissions Supervisor

  • Oct 2013 - Dec 2014

  Working as a part of the supervisor team at the Imperial War Museum, London and HMS Belfast, to ensure the smooth running of the museum's front of house retail and admissions department, reporting to the General manager and Operations manager with regards to results. Ensuring that weekly, monthly and annual targets were met. Training and managing a team of retail assistants to help them achieve excellent customer service standards and their individual KPI’s. Writing weekly sales and financial controls reports. Ensuring stock transfers between sites were completed efficiently and all relevant was completed and filed in to the records. Ensuring museum policies and procedures were followed by all staff by regularly observing and quizzing staff. Show less



The London Bridge Experience Limited

• United Kingdom
• Leisure, Travel & Tourism
• 1 - 100 Employee

• Duty Manager

  • Aug 2012 - Sep 2013

  • To manage staffing rotas within budget constraints. • To be the first point of contact for new and existing customers. • To ensure daily tasks are undertaken to a high standard. • To ensure the gift shop is well stocked and merchandised at all times. • Writing scripts for historical show. • Answering customer enquiries. • Ensuring cash and site security. • Opening and closing the site as a Key holder. • Managing the EPOS based till system. • Ensuring health and safety regulations are followed. Show less



Various

• London

• Various Roles

  • Jul 2006 - Aug 2012

  Between 2006 and 2012 I worked in various different roles including working as a Museum assistant at Ripley’s Believe it or not! A Recreational assistant at Forest Hill School Community Sports Centre, and a general Assistant at the Broadway theatre, Catford. These roles involved engaging with the public, taking bookings and working at retail and bar positions. I also worked as a volunteer teaching assistant, teaching children between the ages of 3 and 16 to act at after school performance schools. Show less