Samantha Westwood
Dudley
Summary
Inspirational and driven professional seeking a role as Learning and Development Manager, bringing extensive experience in leading teams, coordinating projects, and enhancing organisational capability. Possess strong communication and leadership skills, demonstrated through effectively managing diverse teams, delivering clear guidance, and fostering a supportive, high‑performing culture. Committed to organisational growth, I aim to design and deliver innovative learning programmes and strategic development initiatives that strengthen employee capability, support talent retention, and drive long‑term success.
Overview
18
18
years of professional experience
2
2
years of post-secondary education
Work history
Lecturer in Accounting
Dudley College of Technology
Dudley, West Midlands
2023.08 - Current
- Monitored students' progress against educational targets, implementing positive interventions.
- Offered academic and pastoral support to students requiring additional help.
- Varied teaching strategies, catering to educational needs of young adults and mature students.
- Organised educational activities and events to drive learning objectives and promote engagement.
- Lectured classes using exceptional communication techniques to enhance engagement.
- Designed exams, assessments and course content, including lecture material and writing assignments.
- Engaged, motivated and inspired students to develop thirst for knowledge.
- Followed safeguarding principles to maximise student health and wellbeing.
- Developed and updated curriculum to reflect contemporary issues, topics and industry advancements.
Variable Hours Lecturer
Dudley College of Technology
Dudley, West Midlands
2022.09 - 2023.07
- Applied industry knowledge to develop students into successful Accountant professionals.
- Facilitated collaboration in class environments, preparing students for future professional work.
- Assigned homework and special projects to help students further explore course topics.
- Helped students understand industry-specific practices and regulations impacting work.
- Tested student knowledge through practical examinations and written tests.
- Maintained course records covering attendance, participation and grades.
- Demonstrated techniques to students, showing correct methods and safe approaches for different actions.
- Prepared and delivered vocational lessons meeting established standards for education.
Commercial Facilities Manager
Dudley College
Dudley
2018.03 - 2023.07
- Managed 4 budget areas- controlled expenses to meet budget requirements.
- Managed multiple teams and monitored performance to drive productivity.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals. Recent survey carried out and my customer services teams rated 98% of overall satisfaction received by customers.
- Identified individual development needs with appropriate training.
- Coordinated department schedules to maximise coverage to 4 different sites daily.
- Diminished financial discrepancies and managed monetary transactions, including cash and credit card transactions.
- Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
- Managed large-scale events from initial planning to successful completion.
- Managed commercial facilities which incorporate a gym, sports hall, 3G complex and all conferencing facilities- incorporates logistics of bookings including payments and regular bookers.
Customer Service Supervisor
Dudley College
Dudley
2016.09 - 2018.02
- Coordinated department schedules to maximise coverage to 3 different sites daily.
- To provide an initial response to all issues related to customer comments/ complaints, reporting of student welfare and safeguarding issues and to ensure that all matters are dealt with in accordance with college procedures.
- To undertake periodic telephone surveys, compilation of research data and production of reports to analyse the outcomes using a variety of software packages
- To ensure efficient communication is maintained with duty heads, estates and security staff, and emergencies are dealt with efficiently and expediently and in accordance with college procedures.
- Set annual objectives and complete the performance reviews of identified staff
- Ensure the timely and cost effective provision of outgoing postal services.
Operations Manager
Premier Inn Redditch North
2016.01 - 2016.09
- Supervised and mentored 25 multidisciplinary team members. Provided leadership and direction for employees, supervising activities to drive productivity and efficiency in 80 bed hotel
- Ensure high team engagement with both team and guest satisfaction
- Provided performance reviews and tailored employee feedback to facilitate professional development.
- Carry out business plans, sales strategies and company plans
- Run the business successfully ensuring Guest Audit, Health and Safety Audit and Finance Audit are all achieved with Green
- Adhere all polices provided by Whitbread are used in the business and by all team members
- Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
- Managed budget in conjunction with P & L accounts, including labour planning and stock ordering.
- Conducted forecasting and resource planning to achieve consistent revenue.
- Monitored and reviewed operational performance, aiding improved business strategy to maximise productivity.
Operations Manager
Premier Inn Rubery
2014.09 - 2016.01
- Supervised and mentored 20 multidisciplinary team members. Provided leadership and direction for employees, supervising activities to drive productivity and efficiency in 64 bed hotel
- Ensure high team engagement with both team and guest satisfaction
- Provided performance reviews and tailored employee feedback to facilitate professional development.
- Carry out business plans, sales strategies and company plans
- Run the business successfully ensuring Guest Audit, Health and Safety Audit and Finance Audit are all achieved with Green
- Adhere all polices provided by Whitbread are used in the business and by all team members
- Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
- Managed budget in conjunction with P & L accounts, including labour planning and stock ordering.
- Conducted forecasting and resource planning to achieve consistent revenue.
- Monitored and reviewed operational performance, aiding improved business strategy to maximise productivity.
Operations Manager
Premier Inn Hagley
Hagley
2014.01 - 2014.09
- Supervised and mentored 15 multidisciplinary team members. Provided leadership and direction for employees, supervising activities to drive productivity and efficiency in 40 bed hotel
- Ensure high team engagement with both team and guest satisfaction
- Provided performance reviews and tailored employee feedback to facilitate professional development.
- Carry out business plans, sales strategies and company plans
- Run the business successfully ensuring Guest Audit, Health and Safety Audit and Finance Audit are all achieved with Green
- Adhere all polices provided by Whitbread are used in the business and by all team members
- Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
- Managed budget in conjunction with P & L accounts, including labour planning and stock ordering.
- Conducted forecasting and resource planning to achieve consistent revenue.
- Monitored and reviewed operational performance, aiding improved business strategy to maximise productivity.
Team Leader
Premier Inn Oldbury
Oldbury
2013.05 - 2014.01
- Supervised and mentored 20 multidisciplinary team members. Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
- Ensure high team engagement with both team and guest satisfaction
- Provided performance reviews and tailored employee feedback to facilitate professional development.
- Complete business reports for particular site
- Carry out business plans, sales strategies and company plans
- Run the business successfully ensuring Guest Audit, Health and Safety Audit and Finance Audit are all achieved with Green
- Adhere all polices provided by Whitbread are used in the business and by all team members
- Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
- Managed budget in conjunction with P & L accounts, including labour planning and stock ordering.
- Conducted forecasting and resource planning to achieve consistent revenue.
Receptionist
Premier Inn, Dudley Kingswinford
2008.03 - 2013.01
- Greeted customers warmly, aiming to provide positive, smooth check-in experiences.
- Answered telephone enquiries from clients, vendors and the public.
- Provided clerical support to company employees, including copying, faxing and file management.
- Maintained clean, tidy reception areas, ensuring consistently positive first impressions.
- Managed guest bookings and enquiries accurately and efficiently for continued customer satisfaction.
- Shared local knowledge to help guests navigate and find key attractions.
- Actioned special requests to elevate guest stays.
- Achieved 5-star reviews by delivering outstanding customer service.
- Collected and processed guest data in line with data protection regulations.
- Coordinated with housekeeping team to prepare rooms in line with brand standards.
- Oversaw fast-paced front desk operations and guests' needs at busy facility
Bar Person/ Waitress
Beefeater- Dudley Kingswinford
2011.03 - 2012.02
- Engaged with guests to create positive rapport, encouraging loyalty and repeat visits.
- Delivered food and beverage orders within target timeframes, maintaining service efficiency.
- Drove sales by devising and promoting unique events, seasonal specials, and promotional offers.
- Maintained in-depth bar and menu item knowledge, providing expert recommendations to suit guest taste.
- Performed bar closing duties, thoroughly cleaning, sanitising and replenishing stock.
- Maintained bar stocks, replenishing daily as necessary.
- Checked ID to maintain licensing law compliance, refusing drinks service to guests without appropriate proof of age.
- Collected cash payments, processing and providing correct change and receipts using Point Of Sale (POS) systems.
- Neatly set tables before guests' arrival, preparing and setting cutlery and refilling condiments.
- Changed beer kegs safely and efficiently, consistently following health and hygiene guidelines.
Room Attendant
Premier Inn, Dudley Kingswinford
2008.10 - 2009.09
- Cleaned 60 room hotel to achieve immaculate presentation and hygiene.
- Replenished consumables and refreshments to enhance guest comfort.
- Followed COSHH and fire procedures to maintain hotel health and safety.
- Trained new room attendants on company policies and cleaning procedures.
- Reported maintenance issues for prompt resolution.
- Prioritised tasks to consistently meet room readiness upon guest check-in.
Education
NVQ Level 3 - Education & Training
Dudley College of Technology
Dudley 2022.02 - 2022.05
Foundation certificate in Accounting- Level 2
Dudley College of Technology
Dudley05.2022
Higher National Diploma - CMI- Leadership and Management
Dudley College of Technology
Dudley06.2021
NVQ Level 1 - Award in Book-keeping and Accounts
Dudley College of Technology
Dudley05.2021
Bachelor of Science - Forensic Science
University of Wolverhampton
Wolverhampton05.2013
Forensic Science
Halesowen College
Halesowen05.2009
Bachelor of Arts - Post Graduate Certificate in Education Post Compulsory Education
University of Wolverhampton
Wolverhampton 2023.09 - 2025.06
GCSEs -
The Dormston School
Sedgley05.2007
Skills
- Customer service
- Leadership and management
- Financial analysis and account management
- Stakeholder engagement methods
- Change management
- Communication strategies
- Business continuity planning
- Workforce development
- Personal license holder
- First aider
- Commercial awareness
Timeline
Bachelor of Arts - Post Graduate Certificate in Education Post Compulsory Education
University of Wolverhampton
2023.09 - 2025.06
Lecturer in Accounting
Dudley College of Technology
2023.08 - Current
Variable Hours Lecturer
Dudley College of Technology
2022.09 - 2023.07
NVQ Level 3 - Education & Training
Dudley College of Technology
2022.02 - 2022.05
Commercial Facilities Manager
Dudley College
2018.03 - 2023.07
Customer Service Supervisor
Dudley College
2016.09 - 2018.02
Operations Manager
Premier Inn Redditch North
2016.01 - 2016.09
Operations Manager
Premier Inn Rubery
2014.09 - 2016.01
Operations Manager
Premier Inn Hagley
2014.01 - 2014.09
Team Leader
Premier Inn Oldbury
2013.05 - 2014.01
Bar Person/ Waitress
Beefeater- Dudley Kingswinford
2011.03 - 2012.02
Room Attendant
Premier Inn, Dudley Kingswinford
2008.10 - 2009.09
Receptionist
Premier Inn, Dudley Kingswinford
2008.03 - 2013.01
Foundation certificate in Accounting- Level 2
Dudley College of Technology
Higher National Diploma - CMI- Leadership and Management
Dudley College of Technology
NVQ Level 1 - Award in Book-keeping and Accounts
Dudley College of Technology
Bachelor of Science - Forensic Science
University of Wolverhampton
Forensic Science
Halesowen College
GCSEs -
The Dormston School