ANDREA JONES

A varied role as Duty Manager at Ultimate Warriors, which entails managing a team of up to 20 staff per shift on all departments including reception, café, kitchen, park and parties.

I have a hands-on approach to management, and I lead by example.

Lead recruitment, training, monitoring and mentoring of new staff, along with managing staff relations.

Support and advise new managers on customer care and staff management.

Supported team operations by assisting with various tasks as needed.

• Ensured staff adherence to company safety procedures to promote a safe working environment.
• Schedule daily tasks and monitor staff positions throughout shift to maintain ratios and move departments when required
• Oversaw daily operations, including opening and closing procedures, to ensure smooth running of the premises.
• Coached and mentored new staff, developing confidence and competence for improved service delivery.
• Used proactive problem-solving skills to resolve issues quickly and effectively, minimising operational disruption.
• Managed team rotas effectively, guaranteeing optimal staffing levels during peak hours to maintain service quality.
• Implemented health and safety protocols, conducting regular checks to safeguard both staff and customers.
• Upheld compliance and consistently followed company and industry-set standards.
• Held regular briefings with team members, motivating staff to achieve exceptional results for customers.
• Appraised staff to pinpoint performance gaps and learning needs and arranged training sessions to improve skill levels and quality of service delivery.
• Conducted regular staff training sessions to enhance customer service skills and product knowledge.
• Led by example in delivering first-class service, uplifting overall team performance in customer satisfaction surveys.
• Conducted regular performance evaluations for staff, providing constructive feedback and setting development goals.
• Liaised with employees to assess complaints and satisfaction levels, addressing issues proactively to maintain staff motivation.

• Coached clients at Hilton Hotel in weight loss, leading classes and managing nutrition while also providing meditation sessions.
• Planned retreat schedules and meals based on client information and goals.
• Tailored classes and one-on-one sessions to align with clients' individual abilities and goals.
• Served primarily elderly clients with mobility issues and adults with physical disabilities, adapting approaches to suit their needs.

• Bought and renovated a large property, overseeing the project, carrying out snagging inspections and working with Building Regulations.
• Managed a 7-bedroom holiday let in Forest of Dean, performed maintenance, coordinated booking channels, and organised cleaning and maintenance staff with third-party organisations for sanitation and laundry.
• Managed complaints with calm, clear communication and problem-solving.
• Implemented repairs and maintained maintenance schedules to keep properties in optimum condition.
• Managed rental finances, late payments, expense record-keeping and payment processing.
• Conducted thorough property inspections to identify necessary repairs and improvements, maintaining high standards of property condition.
• Managed emergency situations, such as property damage or urgent repairs, ensuring swift resolution and minimal disruption.
• Regularly reviewed and updated property management policies and procedures to comply with changing regulations and best practices.

I have been organising successful Sports Events in and around Gloucestershire with my partner since 2011.

Together we have built a Company from 2 events to 14 per annum, most of which sell out.

I have worked on every aspect of the business including staff management, risk assessments, course signing, website and social media build and maintenance.

• Managed budgeting for outgoing costs and negotiated with suppliers to optimise expenses.
• Using Pipedrive CRM system to manage, customers, sponsors, businesses and stakeholders as well as tracking KPI's.
• Event risk assessment, organising event safety ie medical providers, divers, event communications
• Designed and constructed obstacle courses and race routes for events.
• Recruiting and managing volunteers for events
• Supported team operations through daily task management.
• Working with local authorities
• Building and maintaining company websites
• Managing ticketing platforms

• Served customers and managed the bar area in a local public house while balancing family commitments.
• Kept dining area tidy, clearing tables and resetting them for new guests in a timely manner.
• Delivered meals and beverages promptly, ensuring orders were correct and met customer satisfaction.
• Delivered friendly and fast service to process high-volume food and drink orders at peak times.

• Developed and implemented HR policies and procedures, aligning with organisational goals and regulatory standards.
• Managed employee relations, addressing grievances and conflicts to foster a positive work environment.
• Focused on staff relations, training, and mentoring to enhance team cohesion and employee development.
• Managed end-to-end recruitment processes, from job posting creation to final offer negotiations, maximising candidate quality and fit.
• Provided administrative support for employee contract benefits, ensuring accurate management of pensions, holiday, insurance, and sick pay.
• Started in call centre taking customer orders, progressed to Customer Service Assistant, HR Officer, and ultimately Customer Service Manager, gaining comprehensive understanding of operations.
• As a large catalogue company there was great scope for progression.

• Managed reception switchboard operations, efficiently greeting visitors and directing calls to appropriate departments.
• Typed electrical and mechanical quotations for engineers and provided administrative support to joint managing directors.
• Completed NVQ level 2 in business administration and secured full-time position within first week of placement.