Claire Moulding

Sales & Financial Performance

· Accountable for projecting, executing, and achieving monthly profit and loss plans, while actively contributing to overall sales targets.

· Monitored and followed up on key financial metrics including sales, labour, and food costs; collated, formatted, and communicated weekly and monthly reports to ensure alignment with KPIs and P&L targets.

· Monitored and analysed customer feedback, providing actionable suggestions to improve customer experience and drive business profitability.

Client & Stakeholder Communication

· Confident and clear communicator when speaking with customers and stakeholders over the phone and via email.

· Handled customer queries, complaints and escalations professionally across in-person, phone, and email interactions, following appropriate procedures.

· Demonstrated strong communication and relationship-building skills to establish trusting and professional connections.

· Provided a warm welcome to customers, taking orders with attention to detail to maintain high service standards.

· Delivered excellent customer service both independently.

Leadership & People Management

· Took overall responsibility for restaurant performance and team management, leading key decision-making to drive operational success.

· Created and managed schedules for 140+ employees, including both staff and managers.

· Mentored and coached restaurant leaders to foster individual growth and optimise customer experience and daily operations.

· Supported and supervised all employees, ensuring they safely and effectively performed key tasks.

· Collaborated with shift managers to ensure smooth daily operations.

· Led a team through the COVID-19 pandemic, adapting to virtual communication via Teams and providing guidance and reassurance during a period of uncertainty.

Training & Onboarding

· Planned and delivered high-quality management and staff meetings or training sessions, outlining customer needs and strategies to meet key targets.

· Planned and delivered high-quality training to new employees, ensuring all procedures, resources, and equipment were in place before each shift.

· Led onboarding sessions for new team members, explaining contracts, company expectations, assisting with online training, and fostering a welcoming team environment.

Operational & Compliance Oversight

· Stayed up to date with company targets and values to make informed decisions for the team, customers, and business in a fast-paced environment.

· Oversaw and followed up on key operational areas, including food safety and health & safety, ensuring the restaurant was always prepared for unannounced EHO inspection.

· Led safety and security assessments, organising and updating three years’ worth of files, showcasing strong organisational skills and attention to detail.

· Prioritised and organised the preparation of multiple orders efficiently.