Hi, I’m
Claire Coleman
Redditch,WORCS
Summary
A strong and confident communicator who is passionate about working with people. Over 20 years experience in delivering exceptional customer service, raising customer and consumer awareness and can confidently and skillfully handle customer resolution.
Dedicated hospitality professional with a history of meeting company goals, utilising consistent and organised practices. Skilled in working under pressure, adapting to new situations and challenges to enhance the organisational brand.
Previous experience of working in the public sector, retail sector and hospitality sector, bringing a multitude of transferable skills to any business.
Highly skillful in leading a team, setting expectations, monitoring profit and loss and ensuring the business delivers an outstanding guest experience. Committed to creating a positive work environment through effective mentoring and coaching.
Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Overview
21
years of professional experience
4
years of post-secondary education
Work history
Mitchells & ButlersBirmingham, West Midlands
Deputy Manager & District Trainer
01.2023 - Current
Job overview
- Managing and monitoring multidisciplinary teams, providing coaching to consistently exceed KPI targets.
- Designing employee incentives and recognition schemes to achieve business targets.
- Managing staffing schedules for high numbers of employees, delivering operational efficiency whilst remaining under budget.
- Developing strong teams by skillfully recruiting, inducting and training employees.
- Keeping files organised and up-to-date for accurate record-keeping purposes.
- Conduct regular audits and stock takes to maintain appropriate stock supplies to meet consumer demand.
- Create weekly performance reports, analysing and interpreting data to improve day-to-day business operations.
- Deliver district expertise in learning and development at Mitchells & Butlers PLC by providing advice and guidance to the district management team as and when required.
- Attend district meetings and weekly Teams calls to provide an insight in learning performance, and follow up with any General Managers that need additional support.
Miller & CarterBirmingham, West Midlands
Assistant restaurant manager
07.2017 - 12.2022
Job overview
- Supported the General Manager in the day to day running of the business and championed Brand standards for Miller & Carter.
- Lead my team to deliver WOW moments that kept our guests returning, by monitoring guest feedback and being involved in a number of projects to lead my business and guest experience.
- Responsible for Training, Coaching and Team Development at my site, and supporting my team members through their learning journeys in Mable, our online learning platform. Supported District Trainers with their role, providing help with apprenticeship sign-ups and attending people planning and development days.
- Responsible for ensuring first class food hygiene and health and safety standards throughout the business.
- Recognised and acknowledged outstanding team performance, boosting team morale and productivity.
- Ensured high performance standards through regular team training.
- Analysed operations to improve restaurant efficiency and service levels.
- Interacted positively with guests, effectively promoting restaurant facilities and services.
- Promoted positive atmosphere and went above and beyond to guarantee each guest received exceptional food and service.
South Yorkshire Passenger Transport ExecutiveSheffield, South Yorkshire
Business Travel Advisor
07.2013 - 07.2017
Job overview
- Supported the implementation and delivery of the Local Sustainable Transport Fund (LSTF) project
- Promoted the use of sustainable transport to non-users through organisations, communities and businesses across South Yorkshire
- Raised awareness, interest and uptake of the various schemes available
- Promoted sustainable travel options within organisations and provided appropriate ticketing offers and packages tailored to individual and organisational needs
- Introduced sustainable travel products and services to both cold and prospective customers through various channels
- Ensured effective communication by promoting all the sustainable travel schemes, and identified leads using the telephone, arranging face-to-face meetings, using social media platforms and digital channels
- Arranged, organised and attended several meetings, seminars, presentations and events at various locations
- Effectively planned and delivered presentations, workshops and communicated daily via written media
- Trained service users in new technology and ticketing options, through a series of ongoing training workshops and Drop-In sessions
- Delivered "Train the Trainer" sessions at over 100 Job Centre Plus outlets throughout South Yorkshire, to equip staff with knowledge to pass onto their clients
- Organised and planned a number of Sustainable Travel events, inviting numerous businesses and training providers, to raise their awareness of the packages on offer and showcase our products and services
South Yorkshire Passenger Transport ExecutiveSheffield, South Yorkshire
Travel Information Centre Team Leader
09.2006 - 07.2013
Job overview
- Responsible for managing the day to day business of a Travel Information Centre in South Yorkshire
- Operational responsibility for staff scheduling, development and deployment in order to maximise business performance
- Managed approximately 10-15 staff members per site across multiple locations
- Supervised, monitored and actively promoted the sales and issuance of all products and services that South Yorkshire Passenger Transport Executive provided
- Supervised, trained and monitored staff in the utilisation of Electronic Passenger Information and Ticketing systems to ensure the consistency of service to the customer
- Delivered and developed a number of training workshops to assist staff members with new technology, and cascaded the information effectively
- Secured and audited equipment, monies, stock and premises in accordance with established procedures, audit recommendations and accounting directives
BHS LimitedSheffield, South Yorkshire
Food Services Manager
01.2003 - 01.2006
Job overview
- Lead a team of 30-40 restaurant associates to deliver excellent food, drink and customer service in a £1 million a year retail operation.
- Confirmed all staff adhered to uniform and personal hygiene policy as detailed within the company handbook.
- Controlled food and beverage inventory, strategically ordering supplies and anticipating consumer demands to prevent out-of-stock items.
- Managed food safety regulations and procedures to facilitate compliance throughout the restaurant.
- Gave direction for correct storage and disposal of food in line with company policies and procedures.
- Identified and maximised upselling opportunities to increase sales and profits.
- Oversaw food preparation and production standards by implementing high quality control measures.
- Maximised company profits through rigorous analysis and control of both portioning and wastsge.
Education
University of DerbyDerby
Bachelor of Arts from Travel & Tourism
09.1997 - 07.2001
Bridley Moor High SchoolRedditch, Worcestershire
A-Levels from French, English Literature, Geography
Bridley Moor High SchoolRedditch, Worcestershire
GCSEs from 12 including English and Maths
Bath CollegeBath
Cache Level 2 Certificate from Understanding Mental Health First Aid
British Institute of Inn Keeping (BIIAB)
from Personal Licence Holder
Skills
- Business administration
- Business Development
- Budgeting
- Staff Management
- Outstanding customer service
- Project implementation
- Employee training
- Presentation management
- Online training experience
- Teamwork and Collaboration
- Recruiting and interviewing
Timeline
Deputy Manager & District Trainer
Mitchells & Butlers
01.2023 - Current
Assistant restaurant manager
Miller & Carter
07.2017 - 12.2022
Business Travel Advisor
South Yorkshire Passenger Transport Executive
07.2013 - 07.2017
Travel Information Centre Team Leader
South Yorkshire Passenger Transport Executive
09.2006 - 07.2013
Food Services Manager
BHS Limited
01.2003 - 01.2006
University of Derby
Bachelor of Arts from Travel & Tourism
09.1997 - 07.2001
Bridley Moor High School
A-Levels from French, English Literature, Geography
Bridley Moor High School
GCSEs from 12 including English and Maths
Bath College
Cache Level 2 Certificate from Understanding Mental Health First Aid
British Institute of Inn Keeping (BIIAB)
from Personal Licence Holder
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