Catherine Austen
management
Gosport ,Hampshire
Summary
A highly experienced retail hospitality and operations manager with a decorated track record of business development and leading multi-million-pound businesses to success. Currently operating as a Area Operations Manager for the National Museum of the Royal Navy, driving results , streamlining processes and enhancing team productivity. Known for implementing strategic initiatives that increase operational efficiency and drive business growth. Proven ability to lead diverse teams towards achieving organisational goals.
Whilst working at the Museum full time , I also work as a Front House of Manager for Boatfolk Bars @ 'The Creek' . A waterfront restaurant located in Haslar Marina .
Previously working as a General Manager for a prestigious, high value hotel single handily establishing the operational infrastructure following a recent takeover, establishing all Sales, Events, Marketing, HR Services, Training and various other back of house functions. Has demonstrated an innovative approach to securing additional revenue by repurposing existing facilities, streamlining processes and extensive local networking. Has a high level of due diligence, establishing several governance systems, processes and policies with an eye for detail and maintaining accurate audit trails. A highly adept people manager with a proven record of developing staff whilst also working collaboratively and productively with senior corporate figures, company directors and prominent local government figures. Is currently seeking a new challenge in a more stable and productive working environment within hospitality or retail management. Results-driven Area Operations Manager adept at streamlining processes and enhancing team productivity. Known for implementing strategic initiatives that increase operational efficiency and drive business growth. Proven ability to lead diverse teams towards achieving organisational goals.
Overview
37
37
years of professional experience
1
1
year of post-secondary education
Work history
Area Operations Manager
The National Museum of the Royal Navy
Gosport, Hampshire
07.2022 - Current
- Enhanced team productivity by implementing effective operational strategies.
- Streamlined workflows for improved efficiency and output.
- Achieved high customer satisfaction with a focus on quality service delivery.
- Developed training programmes to boost staff competency and performance.
- Established strong relationships with key stakeholders to facilitate business growth.
- Conducted regular audits for compliance with company and regulatory standards.
- Fostered a positive work environment through transparent communication and fair treatment.
- Championed the implementation of new technologies for enhanced operational efficiency.
- Ensured adherence to health and safety standards, prioritising employee well-being at all times.
- Drove sales growth by optimising area operations processes and procedures.
- Introduced innovative solutions that led to significant improvements in customer satisfaction rates.
- Facilitated team meetings aimed at sharing best practices and boosting overall performance.
- Maintained smooth-running business operations by delegating priorities to staff abilities.
- Monitored health and safety measures for guaranteed compliance.
- Streamlined processes to improve and optimise office operations.
Front of House manger
Boatfolk Bars (The Creek)
Gosport, Hampshire
06.2022 - Current
- Ensured smooth operation of the restaurant by delegating tasks effectively.
- Maintained high standards of cleanliness and hygiene within the restaurant premises.
- Manage the booking system to reduce waiting times for customers.
- Conducted regular training sessions for staff to improve service quality.
- Enforced company policies consistently, maintaining a disciplined work environment.
- Fostered positive relationships with customers, enhancing brand reputation in the process.
- Monitored compliance with health and safety regulations amongst all staff members.
- Facilitated effective communication between front-of-house and kitchen staff for seamless operations.
- Coordinated logistics during busy periods ensuring uninterrupted service flow.
- Assessed team performance, identifying weak areas for improvements and acknowledging achievements.
- Led team to deliver outstanding hospitality operations.
- Monitored condition of entire facility to verify all areas were clean, safe and comfortable for guests.
- Completed accurate end-of-day financial routines for cash and card transactions.
- Resolved complaints calmly and professionally to achieve positive customer outcomes.
- Led by example in providing customers with attentive, professional restaurant service.
- Maintained outstanding hygiene levels for optimised customer safety and continued regulatory compliance.
- Coordinated with kitchen staff for seamless table service during peak hours.
- Check all areas are safe, secure, for end of day operations including locking up and setting the alarm
General Manager
THE QUEEN’S HOTEL
PORTSMOUTH
05.2021 - 07.2022
- Voluntary Consultant (April 2018-May 2021)
- Key Achievements:
- Successfully set up a formalised infrastructure within the hotel, providing structured HR and Training workflows, a full proficient maintenance team and a Sales, Marketing & Events team that generated £320,000 in their first year of operation.
- Wrote and launched all hotel staff policies and procedures including health and safety, HR services, and our employee handbook.
- Successfully reduced staff turnover by 75% through creating a positive working environment, improving staff conditions and providing structure, including ensuring contractual employment documents for the outstanding 95% of the work force and providing free fitness classes for staff ran by a third party on the hotel grounds.
- Introduced the Fourth Hospitality system, streamlining all HR services including rotas, payslips and annual leave into an app for staff to use requiring IT design, integration, project management and user engagement.
- Was instrumental in the business being nominated for two 2021 Portsmouth Business Awards: Corporate Social Responsibility, and Leisure, Retail & Tourism.
- Designed, developed, and deployed the hotel’s Ski Lodge, erected on the hotel grounds for five weeks over the festive period, leading to an additional £35,000 in revenue and being commissioned for its second year in December 2022.
- Responsible for the adaptation, refurbishment and transformation of hotel facilities to provide premium, specialised group wedding and event facilities, leading to an immediate increase in the daily rate of 200% and already being a 50% occupancy rate for the rest of the year.
- Successfully led 20 staff members through their Fire Marshall Training, 17 through their Food Hygiene Level 2 training and 4 individuals through their Personal License Holder qualification all within the space of 12 months.
- Following the cancellation of the high revenue “Summer Party” due to legislative reasons, was able to re-establish the same revenue stream through the formulation and deployment of a new business plan, repurposing the hotel gardens for events and securing a year-round investment stream.
- Was awarded ‘Best Apprentice Employer’ for the training, development and focus on upskilling apprentices within the hotel by local training provider HSDC.
- Following the closure of one of the hotel’s sister sites, led the staffing consultation including the implementation of both redeployment and redundancy within the business.
- Introduced a hot desk initiative for local professionals to use the hotel facilities for agile working, providing a package of venue use, catering and Wi-Fi use to increase footfall and secondary spend.
Store Manager
NEXT PLC
PORTSMOUTH
10.2007 - 05.2021
- Key Achievements:
- Given the responsibility of satellite management for the newly opening Guernsey and Jersey stores in 2007, successfully developing the sites into £2.8 million and £11 million retail operations respectively through appropriate deployment of the business strategy and coaching of the store leadership teams.
- Successfully ran the Southampton Hedge End Superstore in 2014 developing it into a £16 million store and overseeing the management of Menswear, Ladieswear, Children’s & Home Departmental Managers.
- In 2019 successfully transformed the West Quay Southampton store in 6 months from an underperforming store to one of the best in the region through staff and leadership coaching, auditing of the adherence towards company policies and improved sales strategies.
- In 2019 was the first in a cohort of 12 managers from across the business to secure the CMI Chartered Managers status, passing with distinction.
- In 2019 created a business plan and subsequent project aimed at improving wastage which, after presentation to the board of directors, was rolled out company-wide and led to a reduction of 1% of all company wastage.
- In 2017 won Store of the Season out of all 550 Next stores nationally due to the store financial performance, progress towards company targets/KPIs and several in-branch initiatives.
- In 2015 won the staff wellbeing award “Best Dressed Staff Room” noting the standards of the facility’s presentations, cleanliness and inclusivity.
- In the 14 years of store management never once failed to meet an annual revenue-based target, metric or KPI.
Assistant Store Manager
PRIMARK
PORTSMOUTH
08.2005 - 10.2007
- Assisted the store management of Primark Portsmouth, a £19 million retail operation consisting of 140 staff.
- Responsible for driving the performance of the store in meeting various revenue-based targets, metrics and KPIs through staff management, operational troubleshooting and deployment of the branch sales strategy.
- Contributing towards the overall branch sales strategy including identify suitable product lines for the store customer demographic, the procurement of said products and their in-store merchandising.
Deputy Store Manager
SAFEWAY
09.1995 - 08.2005
- Part of the “Future Store Manager” initiative with Safeway, progressing through the roles of Due Diligence Manager and Customer Service Manager to Deputy Manager as part of the structured development programme.
- Driving store through sales performance
- Accountable for staff management of various roles, ensuring staff members contribute towards positive store outcomes.
Store Manager
EARLY LEARNING CENTRE
09.1991 - 09.1995
Assistant Store Manager
MOTHERCARE
09.1990 - 09.1991
Assistant Store Manager
MFI
09.1987 - 09.1990
Education
APLH: Personal License -
Broadside Training Limited
09.2020 - 09.2020
Food Hygiene Level 2 Certificate - undefined
Highfield
CMI: Level 5 Chartered Manager in Leadership & Management (Distinction) - undefined
Corndel Management School
BTEC: Business Studies - undefined
Southdown College Purbrook
GCSEs / O Levels - undefined
Mayfield Secondary School Portsmouth
IOSH Managing Safely - Health and Safety
PETA
02.2024 - 02.2024
Level 2 Certificate in Understanding Autism - Behaviour Analysis
NCFE CACHE
Bridgwater & Taunton college 08.2023 - 02.2024
Skills
- Hospitality Management
- Retail Management
- Business Development
- Event Management
- Personal License Holder
- Staff Management
- Process, Policies & Governance
- Finance & Accounts Management
- Restrurant Management
- ISOH
- understanding & supporting neurodiveristy
- Leadership management
- Department management
Custom
References are available upon request
Timeline
IOSH Managing Safely - Health and Safety
PETA
02.2024 - 02.2024
Level 2 Certificate in Understanding Autism - Behaviour Analysis
NCFE CACHE
08.2023 - 02.2024
Area Operations Manager
The National Museum of the Royal Navy
07.2022 - Current
Front of House manger
Boatfolk Bars (The Creek)
06.2022 - Current
General Manager
THE QUEEN’S HOTEL
05.2021 - 07.2022
APLH: Personal License -
Broadside Training Limited
09.2020 - 09.2020
Store Manager
NEXT PLC
10.2007 - 05.2021
Assistant Store Manager
PRIMARK
08.2005 - 10.2007
Deputy Store Manager
SAFEWAY
09.1995 - 08.2005
Store Manager
EARLY LEARNING CENTRE
09.1991 - 09.1995
Assistant Store Manager
MOTHERCARE
09.1990 - 09.1991
Assistant Store Manager
MFI
09.1987 - 09.1990
Food Hygiene Level 2 Certificate - undefined
Highfield
CMI: Level 5 Chartered Manager in Leadership & Management (Distinction) - undefined
Corndel Management School
BTEC: Business Studies - undefined
Southdown College Purbrook
GCSEs / O Levels - undefined
Mayfield Secondary School Portsmouth
Similar Profiles
King Yin, Henry FungKing Yin, Henry Fung
VIDEO EDITOR AND ANIMATOR at National Museum of the Royal NavyVIDEO EDITOR AND ANIMATOR at National Museum of the Royal Navy
Paul PerryPaul Perry
Director of Education at National Museum of the United States NavyDirector of Education at National Museum of the United States Navy
Adam BridgeoAdam Bridgeo
Mechanical Fitter at National Defence - Royal Canadian NavyMechanical Fitter at National Defence - Royal Canadian Navy
Hermione ThomasHermione Thomas
Security and Concierge at A&G security and eventsSecurity and Concierge at A&G security and events
Andre Brasil Da SilvaAndre Brasil Da Silva
FOH Team Leader at Greene KingFOH Team Leader at Greene King