Amy Evans

Food & Beverage/ Conferences & Banqueting:

• Maintained clear communication with guests and kitchen staff for smooth service delivery.
• Demonstrated high standards of customer service to take and deliver accurate food, cocktail and coffee orders.
• Placed orders and processed payments in POS systems, maintaining efficient service operations.
• Cultivated clean and tidy restaurant and bar areas, minimising potential health and safety risks.
• Actively listened to guests and understood when managing complex food service complaints.

Guest Services:

• Answered and helped resolve enquiries from guests, vendors and general public.
• Greeted incoming customers in a professional manner and provided friendly, knowledgeable assistance.
• Registered guest information on database to maintain accuracy.
• Facilitated check-in and check-out procedures for guests.
• Addressed questions, escalating issues and complaints to management.
• Prepared customer bills and processed payments upon check out.

Reservations:

• Anticipated and promptly responded to guests requests.
• Dealt with high-volume calls and emails competently.
• Employed strong product and systems knowledge to handle booking enquiries.
• Processed payments and online bookings as well as those through Secret Escapes and Booking.com.

Duty Manager:

• Responded to customer concerns with speed and knowledge, delivering professional, personalised service.
• Wrote end of shift reports to facilitate service continuity.
• Managed customer service interactions, addressing concerns and preserving positive experiences.
• Maintained excellent guest satisfaction by providing attentive, proactive and helpful service.

• Acted as Executive Assistant in the creation and execution of the virtual event "An Important Conversation", an event that focused on the treatment and wellbeing of professional athletes different circumstances; e.g
• Motherhood and maternity, psychological impacts of injury and competing with Bulimia.(Could that be facing?)
• Drafted and distributed professional email correspondence on behalf of CSE, to guests, guest speakers and Tŷ Hafan
• Built supportive, professional relationships with guest speakers and Tŷ Hafan, responding to calls and emails in a timely manner and providing information and updates
• Performed technical and practical run-throughs of the AirMeet platform in preparation for the event.

• Worked as both secretary and co-team leader to produce "Virtu-Ale", a virtual beer tasting experience led by an industry professional
• Coordinated schedules and timelines for events
• Led vendor negotiations to obtain cost-effective services and products
• Liaised with team members to ensure marketing and promotional goals were met and in line with schedule
• Communicated professionally with vendors via telephone and email for outreach purposes
• Noted and created minutes from group meetings and set out in a professional manner, and made available to the group

• Performed closing duties including cleaning, replenishing and locking the establishment
• Served as backup for bartenders and waitresses that were unable to make their shift
• Balanced tills, accurately handled cash and processed card payments
• Checked ID to maintain licensing law compliance
• Delivered food and beverage orders within established timeframes, maintaining service efficiency
• Changed beer kegs safely and efficiently, consistently following health and hygiene guidelines
• Devised and promoted unique events, seasonal specials and promotional offers to drive sales
• Followed safe serving requirements, monitoring guest behaviour and discontinuing service to inebriated customers
• Maintained knowledge of drinks promotions, pricing and menu changes
• Fully complied with licensing laws and regulations, maintaining awareness of policy and procedure updates
• Greeted customers by name, remembering drinks selections/ special requests to provide attentive, personalised service
• Supported wider restaurant teams in set-up, cleaning and prep work, improving overall establishment efficiency
• Provided customers with trusted taxi numbers and ensured that they had a means of getting home
• Made engaging connections with guests to ensure loyalty
• Listened to customer concerns and questions and responded appropriately
• Performing a COVID safety assessment within the establishment and creating a HACCP following Government guidelines.

• Created friendly, welcoming atmosphere to encourage positive guest experiences
• Regularly communicated with kitchen and bar staff to maintain smooth front of house operations, minimising potential service delays.
• Performed kitchen closing duties, thoroughly cleaning, sanitising and replenishing stock.

• Sought booking options through BookABed, TUI, Thomas Cook, Disney, securing best-possible deals and offering customers clear comparisons for optimal service
• Processed payments and established payment plans on behalf of customers
• Maintained thorough correspondence with customers between booking and travel, ensuring timely receipt of payments and dispatch of relevant documents
• Researching new destinations, excursions and businesses