Boris Benjamin Sousa
Southampton,Hampshire
Summary
Experienced in client facing positions with a demonstrated history of working in the retail and the Food & Beverage industry. Enthusiastic professional with knack for creating welcoming environments and ensuring smooth operations. Strong communication and organisational skills, paired with friendly and approachable demeanour. Proven ability to handle multiple tasks efficiently while maintaining positive attitude. Skilled in customer service, problem-solving, and adapting to new challenges quickly.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Sales Advisor
Carnival UK
Southampton
11.2025 - Current
- Have turned over £750,000 in direct sales to customers in 3 months
- Served as the primary point of contact for sales enquiries, acting as a trusted product expert and representing the frontline of the business.
- Utilised strong product knowledge, brand passion, and consultative sales skills to encourage guests to book cruise holidays, consistently identifying opportunities to enhance their experience through effective upselling of products and ancillaries.
- Worked independently to achieve ambitious conversion, revenue, and quality targets, consistently meeting monthly KPIs set by the CCO team.
- Demonstrated excellent communication skills and a commitment to delivering outstanding customer service, always striving to exceed expectations for guests, and travel partners.
- Applied proven sales conversation techniques to drive performance and maximise commercial outcomes.
- Recognised for exceptional customer service and sales capability, contributing to positive customer satisfaction results, and repeat business.
Receptionist
The Restaurant Group / wagamama
London
08.2024 - 11.2025
- Registered, organised, and classified incoming maintenance requests, guaranteeing precise records and prompt allocation to relevant personnel.
- Streamlined guest arrival procedures through Excel-based tracking for timely notifications.
- Developed an office etiquette email as part of the new employee onboarding process.
- Supported the maintenance team through furniture relocation and basic maintenance tasks.
- Managed daily operations of refreshment facilities, ensuring timely replenishment of supplies.
- Conducted regular cleaning and sanitisation of coffee machines to maintain hygiene standards.
- Maintained organised mailroom operations, including franking, and booking couriers.
- Recorded incoming and outgoing mail in Excel, ensuring accurate delivery.
- Provided support to the maintenance team, including furniture relocation, basic maintenance tasks, and procurement of necessary supplies.
- Responsible for the daily operation and maintenance of staff/customer refreshment facilities, including the timely replenishment of fruit and milk supplies, and the regular cleaning and sanitisation of coffee machines to ensure optimal hygiene and functionality.
- Maintained organised mailroom operations, including franking outgoing mail, booking couriers based on delivery requirements, meticulously recording all incoming and outgoing mail in Excel, and ensuring accurate delivery to appropriate floors and personnel.
- Served as the first point of contact for incoming communications, answering phone calls, providing information, directing callers to the appropriate individual or department, and managing email inquiries by forwarding them to the relevant team or person.
- Created and curated content for the company newsletter, communicating key information such as new hires, promotions, leavers, building events, and other relevant company news to employees.
hospitality & Catering supervisor
Global Media / Restaurant Associates
London
02.2023 - 07.2024
- Managed catering inventory to ensure continuous availability of essential ingredients and supplies for all events.
- Oversaw and coordinated team of 6–10 personnel across three departments to deliver exceptional catering services.
- Developed and executed marketing strategies to attract new customers, and increase the visibility of catering offerings.
- Spearheaded recruitment across hospitality, coffee shop, and restaurant units, supporting team expansion and quality.
- Replenished tea points daily, ensuring consistent stock levels and workplace readiness.
- Developed and presented training materials encompassing customer service, product knowledge, and technical skills.
- Precisely documented sales data via the Nexus system, executed transactions, and imposed applicable charges.
- Delivered daily team briefings to align staff with service standards, and performance goals.
- Oversaw all cash handling procedures, including safe management, and end-of-day banking.
Food & Beverage Supervisor
etc.venues
London
04.2022 - 02.2023
- Directed a team of 6–15 staff, scaling up to 20 during peak periods, to maintain service efficiency and coverage.
- Scheduled and onboarded core and agency employees using platforms such as Indeed Flex, ensuring all shifts were adequately staffed.
- Oversaw daily operations of a multi-floor food and beverage establishment, ensuring seamless service delivery.
- Conducted staff training on cleaning standards, customer service, and food handling procedures to uphold operational excellence.
- Provided flexible support by covering roles such as restaurant host, receptionist, and front desk personnel as needed.
- Greeted and assisted clients at reception, reinforcing a professional and welcoming atmosphere.
- Designed daily menus and allergen sheets to meet diverse dietary requirements, demonstrating creativity and compliance.
- Managed space allocation and inventory organisation across stockrooms to optimise workflow.
- Coordinated closely with kitchen teams to ensure prompt preparation and service of high-quality meals.
Receptionist + Food & Beverage Supervisor
Staycity Group
London
10.2020 - 04.2022
- Enhanced guest experience through streamlined check-in management, room allocation, key distribution, and booking validation.
- Greet guests upon arrival and serve as primary contact for enquiries and requests.
- Handled incoming phone calls and emails, accurately recording messages and assisting both current and prospective guests.
- Responded promptly to guest enquiries and complaints via the hotel app, ensuring swift resolution and high satisfaction.
- Provided concierge-style support, including travel coordination, local service recommendations, and other assistance.
- Accurately prepared and presented guest bills at check-out, ensuring smooth and timely payment processing.
- Operated Opera PMS to manage reservations, guest profiles, and operational workflows.
- Facilitated front-of-house training sessions for staff and management, standardising service delivery across shifts.
- Mentored new and existing team members during hotel launches to ensure operational readiness and a consistent guest experience.
- Partnered with Housekeeping Management to coordinate and maintain the 'Honesty Baskets' initiative.
Shift Manager
Smashing Plates
London
11.2019 - 10.2020
- Enhanced daily store operations by promoting teamwork among staff members, to achieve operational excellence.
- Guided team members on customer relations, fostering a positive work environment.
Resolved customer complaints to uphold high service standards.
Managed ordering deliveries while maintaining effective communication with suppliers.
Conducted training sessions for new staff to align with performance expectations. - Took charge of ordering deliveries and maintained effective communication with suppliers, ensuring a consistent, reliable supply chain.
- Skillfully handled and resolved customer complaints, maintaining a high standard of customer service and issue resolution.
- Conducted comprehensive training for new team members, shift managers, and facilitating smooth onboarding and performance alignment.
- Implemented major company changes, including rebranding, a new menu rollout, and the adoption of updated systems, contributing to growth and innovation.
- Utilised back-office platforms such as Vita Mojo to manage inventory, process invoices, and streamline operations.
- Actively participated in People’s Councils—monthly leadership meetings with Store Managers and the Head of Operations—contributing to strategic decisions and business improvements.
Supervisor
KPMG/Compass Group
London
08.2018 - 11.2019
- Guaranteed compliance with Compass Group/KPMG operational policies and procedures, confirming strict adherence to cash handling protocols, store safety standards, and private members' club security requirements.
- Managed closing responsibilities, encompassing balance of two store registers, preparation of cash floats for upcoming business day, and exemplification of financial accuracy and accountability.
- Trained new team members in both front- and back-of-house operations, with a focus on shift preparation, closing duties, and consistent service standards.
- Conducted weekly stock counts, tracked product expiry, and compiled low-stock reports to support timely inventory replenishment.
Front of House Team Member
KPMG/Compass Group
London
04.2018 - 07.2018
- Anticipated customer needs and delivered exceptional service while maintaining brand standards and values, ensuring customer satisfaction.
- Oversaw POS system transactions encompassing credit, cash, exchanges, returns, and refunds to guarantee seamless and precise cash flow.
- Prepared and fulfilled a variety of customer orders—from hot and cold beverages to breakfast, lunch, and private events—maintaining high service levels.
- Adapted quickly to procedural updates and new systems, contributing to a culture of continuous improvement.
- Demonstrated the ability to work independently, consistently ensuring smooth operations and exceptional customer experiences.
Supervisor
Starbucks
London
12.2017 - 04.2018
- Guaranteed financial accuracy and adherence to cash handling protocols through meticulous oversight of daily cash flow, managing transactions of £400 to £500 per shift.
- Adhered strictly to operational procedures for cash handling, safety, and store security, ensuring smooth daily operations.
Barista
Starbucks
London
05.2017 - 11.2017
- Delivering high-quality beverages, whole bean products, and food items consistently.
- Adhere to Starbucks operational policies and procedures regarding cash handling, store safety, and security.
Order Fulfillment Coordinator
Watch Town Ltd
London
12.2016 - 05.2017
- Managed incoming inventory from suppliers, verifying accuracy against invoices, and inspecting item condition.
- Added new SKUs and updated inventory records using Excel and online management systems, ensuring accurate stock tracking.
- Organised and maintained the stockroom layout for efficient item picking and order preparation for in-store and courier dispatch.
- Conducted quality control checks, packed orders securely, and arranged timely shipments via Royal Mail, providing customers with tracking information.
- Maintained current and compliant inventory logs and online storefronts, ensuring accuracy, stock visibility, and compliance.
- Monitored and followed up on items sent for repair, coordinating with manufacturers, customers, and suppliers to resolve delays.
- Handled customer complaints across multiple platforms, delivering professional, timely, resolutions.
- Created and scheduled engaging Instagram content to promote products, and support marketing campaigns.
- Designed in-store merchandising and window displays to align with seasonal promotions, and drive customer engagement.
- Communicated with suppliers and customers via Outlook and phone to coordinate order updates, and resolve issues.
Customer Service Team Lead
Next Ltd
London
08.2016 - 01.2017
- Facilitated and led daily briefings with staff, communicating sales targets, and daily promotional offers.
- Guaranteed stringent compliance with security protocols during shop opening and closing.
- Delivered outstanding customer service by anticipating needs, building strong client relationships, and providing post-sale support to enhance loyalty.
- Managed POS transactions including credit, cash, returns, and exchanges to ensure accurate and smooth cash flow operations.
Stock Room Associate
Next Ltd
London
12.2015 - 08.2016
- Enhanced customer shopping experience through precise inventory management, creation of attractive seasonal clothing displays, and maintenance of consistent availability of essential items on the sales floor.
- Optimised weekly stock counts, ensuring prompt completion and accurate inventory data for business operations.
Sales Consultant
Next Ltd
London
05.2015 - 11.2015
- Anticipated customer needs and provided exceptional service while upholding brand standards, values, and ensuring customer satisfaction.
- Meticulously coordinated POS system transactions, including credit, cash, exchanges, returns, and refunds, to ensure smooth and accurate cash flow.
Stockroom Assistant
Next Ltd
London
11.2014 - 04.2015
- Processed and confirmed deliveries, documented discrepancies, and optimised sales floor restocking.
- Sustained a clean, organised, and health-compliant stockroom, facilitating quick access and enhancing workplace safety.
Education
Bachelor of Arts - Childhood & Youth Studies
University of Portsmouth
Portsmouth 2011 - 2014
Certification
- Reception Diploma, New Skills Academy (2025)
- Level 3 Award in Emergency First Aid at Work, Qualsafe (RQF) (2024)
- NEBOSH Fire Warden certificate (2024)
- Level 2 Award in the Principles of Fire Safety, Highfield (RQF) (2021)
- Level 3 Award in Emergency First Aid at Work, Highfield (RQF) (2021)
Timeline
Sales Advisor
Carnival UK
11.2025 - Current
Receptionist
The Restaurant Group / wagamama
08.2024 - 11.2025
hospitality & Catering supervisor
Global Media / Restaurant Associates
02.2023 - 07.2024
Food & Beverage Supervisor
etc.venues
04.2022 - 02.2023
Receptionist + Food & Beverage Supervisor
Staycity Group
10.2020 - 04.2022
Shift Manager
Smashing Plates
11.2019 - 10.2020
Supervisor
KPMG/Compass Group
08.2018 - 11.2019
Front of House Team Member
KPMG/Compass Group
04.2018 - 07.2018
Supervisor
Starbucks
12.2017 - 04.2018
Barista
Starbucks
05.2017 - 11.2017
Order Fulfillment Coordinator
Watch Town Ltd
12.2016 - 05.2017
Customer Service Team Lead
Next Ltd
08.2016 - 01.2017
Stock Room Associate
Next Ltd
12.2015 - 08.2016
Sales Consultant
Next Ltd
05.2015 - 11.2015
Stockroom Assistant
Next Ltd
11.2014 - 04.2015
Bachelor of Arts - Childhood & Youth Studies
University of Portsmouth
2011 - 2014