Emilia Williams
Coventry,Warwickshire
Summary
An enthusiastic manager with drive, determination, passion and proven ability to ensure that the business operates efficiently and profitably. Having a track record of maximising guest satisfaction and profitability whilst maintaining high standards of food and service and also present a positive and fashionable image of the business. Extensive knowledge of the hospitality industry, it's working practices, recruitment, pay, conditions of employment and diversity issues.
Customer-focused professional experienced in order taking and food delivery. Offers fast, quality service with expert knowledge of menu and service practices. History building customer loyalty and earning repeat business.
Dynamic hospitality professional focused on delivering the highest standards customer service. Thinks critically with can-do attitude for successful restaurant operations.
Overview
12
12
years of professional experience
Work history
Sommelier/Assistant manager
The Cross
Kenilworth, UK
05.2022 - 12.2024
- Company Overview: Kenilworth Michelin star property
- Responsible for assisting management in the smooth running of the establishment, staff supervision along with ordering and stock control
- Responsabile of the wine list, orders and all the recommendations
- Good communication with suppliers and always trying to have new exciting wines in the wine flights
- Have a friendly yet professional approach
- Be a strong team player and be able to lead by example to ensure your high standards filter through the front of house team
- Ability to create great atmosphere and to be a great host
- Ensuring the highest standards of food and beverage service
- Keeping control of food, beverage and labour costs
- Implementing business procedures
- Kenilworth Michelin star property
- Enhanced customer experience by recommending suitable wines based on their preferences.
- Assisted in menu creation for optimal wine pairing.
- Conducted staff training sessions to improve knowledge of wine and service techniques.
- Managed cellar inventory, ensuring a diverse range of quality wines were available.
- Organised regular wine tasting events for customers to enhance their understanding and appreciation of wine.
- Liaised with management on budgeting for wine procurement.
- Improved sales through effective promotion of premium bottles to patrons.
- Monitored condition and age of all wines in order to serve them at their peak maturity.
- Ensured proper storage conditions for all types of wines and spirits in the cellar.
- Developed relationships with vineyards and suppliers, securing high-quality products at competitive prices.
- Collaborated closely with chefs to pair wines with seasonal menus.
- Maintained detailed knowledge of current market trends, including popular grape varieties and emerging regions.
- Provided exceptional service to guests by answering queries about the wine list.
General manager
The Moorings
Leamington Spa, UK
12.2019 - 01.2022
- Ability to create great atmosphere and to be a great host
- Ensuring the highest standards of food and beverage service
- Keeping control of food, beverage and labour costs
- Implementing business procedures
- Maintain quality standards and have great knowledge about all the products
- Training for employees, recruiting employees
- Budgeting
- Preparing reports
- Attending meetings
- Stock take
- Also big part of my responsibility is dealing with complaints face to face or over the phone, taking bookings, organise events
- Increased overall operational efficiency by implementing new management strategies.
- Streamlined communication processes for improved team collaboration.
- Achieved customer satisfaction with regular feedback and improvement sessions.
- Led company-wide restructuring to streamline operations.
- Developed strategic business plans, enhancing corporate vision and objectives.
- Fostered a high-performance culture, resulting in increased productivity.
- Managed key stakeholder relationships for smoother project completion.
- Built high-performing teams to achieve organisational objectives.
- Introduced effective cost control measures, reducing unnecessary expenditure.
- Identified new business opportunities, leading to market expansion.
- Oversaw all aspects of daily operations, ensuring smooth running of the organisation.
- Successfully negotiated contracts with suppliers to reduce costs.
- Implemented rigorous financial controls, improving overall profitability.
- Regularly reviewed performance data, driving continuous improvement efforts.
- Established a positive work environment which promoted staff morale and productivity.
- Maintained compliance with industry regulations at all times.
- Defined company direction through careful strategic planning.
- Identified and resolved operational issues impacting productivity, performance or profitability.
- Directed day-to-day work of 25 employees and motivated teams to exceed objectives.
- Recruited and managed senior staff with focus on delivering clear results.
- Maintained organisational compliance with applicable legislation and regulations.
- Developed key operational initiatives to drive and maintain substantial business growth.
- Allocated resources to teams and projects based on need, performance and availability.
- Monitored operations to assess and highlight results.
- Established budgets based on historical, current and forecasted business data.
- Maintained agile, responsible organisation with sustained revenue growth by monitoring industry forecasts, honing budgets and adjusting marketing strategies.
- Partnered with management team to optimise operations and reduce costs.
Restaurant Manager
Hotel du Vin
09.2018 - 11.2019
- Ensuring the highest standards of food and beverage service
- Maintaining control of food and labour costs
- Ensuring Health, Safety and hygiene procedures and standards are followed and maintained
- Having an in-depth knowledge of all menus
- Responsible for recruiting, training and developing restaurant staff
- Dealing and resolving customer complaints
- Restaurant cash-ups
- Maximising all business opportunities to drive sales
- Communicating with the kitchen staff to ensure efficient food service
- Advising customers on wine selection
- Liaising with Head Chef in training the team
- Overseeing client bookings and reservations
- Purchasing stock, supplies and negotiating best price with trade suppliers
- Organising and planning the daily and weekly rota's for the Restaurant's staff
- Ability to create great atmosphere and to be a great host
- Attending meetings
- Assisted in organising Wedding planning & Events
- Assisted and covered reception duties
- Managed and assisted Bar service and cash-ups
- I am particularly proud to have won best Hotel in the group, 1st place on review pro and always to be in the 1st top 5 restaurants in Stratford Upon Avon
- Also to score 100% mystery guest in the last year
- Managed daily operations for smooth restaurant functioning.
- Implemented new menus, improved dining experience.
- Streamlined staff rotas to optimise efficiency.
- Enhanced customer satisfaction by addressing and resolving complaints promptly.
- Increased table turnover rate with efficient floor management.
- Trained new team members, enhanced service quality.
- Developed relationships with suppliers for better inventory management.
- Ensured compliance to health and safety regulations for safe dining environment.
- Coordinated events and parties to increase restaurant revenue.
- Cultivated a positive work environment by fostering team spirit amongst staff.
- Maintained high standards of cleanliness within the restaurant premises, upheld reputation of establishment.
- Conducted regular inspections for adherence to food hygiene norms and standards.
- Collaborated with kitchen staff to ensure timely delivery of orders, reduced customer waiting time.
- Innovated promotional strategies, raised brand awareness in local community.
- Planned menu changes seasonally for fresh dining options throughout the year.
- Oversaw budgeting and financial planning, maintained profitable margins whilst ensuring top-notch service quality.
- Liaised effectively with all departments, ensured seamless operation flow from kitchen to tables.
- Monitored stock levels regularly; minimised waste and over-ordering incidents.
- Tracked key performance indicators on a weekly basis; identified areas needing improvement.
- Conducted regular meetings with staff; communicated updates and received feedback.
- Quickly identified problem situations, skilfully resolving incidents to maintain satisfaction of involved parties.
- Interacted positively with customers, effectively promoting restaurant facilities and services.
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Established safe and secure dining environment with strong sanitation standards.
- Improved Front-of-House (FOH) staff productivity by elevating greeting and seating processes.
- Maintained safe working and guest environments, reducing injury and incident risks.
- Protected brand image by ensuring interior restaurant presentation was exceptionally maintained.
- Purchased required quantities of necessary restaurant items, including food, beverages, equipment and supplies.
- Recognised and formally acknowledged outstanding staff performance, boosting team morale and productivity.
- Clearly and promptly communicated pertinent information to staff, maintaining knowledgeable service teams.
- Conducted health, safety and sanitation process evaluations, immediately identifying and remedying violations.
- Delivered in-depth training to customer-facing staff, promoting strong service performance.
- Analysed operations to improve restaurant efficiency and service levels.
- Monitored and maintained stock levels for maximised efficiency and minimised waste.
- Resolved complaints calmly and professionally to achieve positive customer outcomes.
- Developed, implemented and communicated business plans to promote profitable food and beverage sales.
- Effectively managed payroll and HR processes, including paperwork completion for new hires and terminations.
- Completed accurate end-of-day financial routines for cash and card transactions.
- Led by example in providing customers with attentive, professional restaurant service.
- Maintained outstanding hygiene levels for optimised customer safety and continued regulatory compliance.
- Planned staff rotas to meet customer demand whilst remaining under budget.
- Built loyal customer base by creating welcoming environment with top quality service.
- Grew restaurant profits through improved marketing and staff development initiatives.
- Recruited and trained high-performing team members to deliver faultless customer care.
- Monitored restaurant performance to identify and implement improvement initiatives.
- Coordinated Front of House and Back of House staff ahead of events for smooth execution to maximise guest satisfaction.
- Created team building initiatives to encourage upselling and meet revenue targets.
- Coordinated optimal guest relations from initial contact through final check-out to boost satisfaction and brand loyalty.
Hotel Deputy Manager
Porch House Hotel
06.2017 - 09.2018
- Ability to create great atmosphere and to be a great host
- Ensuring the highest standards of food and beverage service
- Keeping control of food, beverage and labour costs
- Implementing business procedures
- Assisting General Manager and take over when the GM is not available and share in their responsibilities
- Maintain quality standards and have great knowledge about all the products
- Training for employees, recruiting employees
- Budgeting
- Dealing and resolving guest complains
- Preparing reports
- Attending meetings
- Stock take
- Reduced operational inefficiencies by streamlining workflow processes.
- Implemented effective staff training programmes for improved performance.
- Achieved higher productivity with rigorous time management strategies.
- Boosted team morale through effective communication and feedback systems.
- Utilised strategic planning to drive business growth.
- Managed daily operations for smooth running of the office.
- Streamlined administrative functions to enhance efficiency.
- Facilitated staff meetings, leading to improved collaboration.
- Conducted performance evaluations, enhancing individual employee development.
- Enforced company policies for a safe and productive work environment.
- Collaborated with the manager to achieve organisational goals.
- Addressed customer complaints promptly, improving customer satisfaction levels.
- Supervised team members for optimal task completion.
- Assisted in budget management to control costs effectively.
- Provided guidance to junior staff, fostering professional growth and development.
- Oversaw project execution, ensuring timelines were met efficiently.
- Facilitated conflict resolution amongst employees, promoting a harmonious work environment.
- Contributed innovative ideas during strategy meetings that led to business expansion.
- Maintained excellent client relationships by dealing with queries and complaints calmly and professionally.
- Managed staffing schedules for high numbers of employees, delivering operational efficiency whilst remaining under budget.
- Upskilled staff through targeted training opportunities, enhancing team capabilities.
- Created weekly performance reports, analysing and interpreting data to improve day-to-day business operations.
- Conducted regular audits, maintaining appropriate stock supplies to meet consumer demand.
- Recruited and trained driven, dedicated team members, reducing staff turnover.
- Managed and monitored multidisciplinary teams, providing coaching to consistently exceed KPI targets.
- Designed employee incentives and recognition schemes to achieve team targets.
- Maintained smooth-running business operations by delegating priorities to staff abilities.
- Monitored health and safety measures for guaranteed compliance.
- Led and managed administrative staff to maintain smooth daily operations.
- Coordinated hiring, recruitment and training strategies to build successful administrative team.
- Investigated issues affecting group operations, prepared reports and helped correct problems.
- Organised financial and operational data to help with yearly budgeting and planning.
- Oversaw facility maintenance and allocated needed resources to meet standards.
- Developed organisational policies for administrative oversight and internal controls.
- Planned revenue generation strategies designed for growth.
- Analysed and resolved complex resource management issues for optimised scheduling.
Restaurant Manager
Manor House Hotel
05.2016 - 05.2017
- Company Overview: fine dining restaurant 2 Rosette
- Ensuring the highest standards of food and beverage service
- Keeping control of food and labour costs
- Ensuring Health & Safety, also hygiene procedures and standards are maintained
- Having an in-depth knowledge of all menus
- Responsible for recruiting, training and developing restaurant staff
- Dealing and resolving customer complaints
- Maximising all business opportunities to drive sales
- Communicating with the kitchen staff to ensure efficient food service
- Advising customers on wine selection
- Liaising with Head Chef to discuss and develop the menu
- Overseeing client bookings and reservations
- Purchasing stock, supplies and negotiating best price with trade suppliers
- Organising the daily and weekly rotas for the Restaurant's staff
- Ability to create great atmosphere and to be a great host
- Fine dining restaurant 2 Rosette
- Managed daily operations for smooth restaurant functioning.
- Implemented new menus, improved dining experience.
- Streamlined staff rotas to optimise efficiency.
- Enhanced customer satisfaction by addressing and resolving complaints promptly.
- Increased table turnover rate with efficient floor management.
- Ensured compliance to health and safety regulations for safe dining environment.
- Developed relationships with suppliers for better inventory management.
- Coordinated events and parties to increase restaurant revenue.
- Cultivated a positive work environment by fostering team spirit amongst staff.
- Innovated promotional strategies, raised brand awareness in local community.
- Tracked key performance indicators on a weekly basis; identified areas needing improvement.
- Conducted regular meetings with staff; communicated updates and received feedback.
- Quickly identified problem situations, skilfully resolving incidents to maintain satisfaction of involved parties.
- Interacted positively with customers, effectively promoting restaurant facilities and services.
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Oversaw budgeting and financial planning, maintained profitable margins whilst ensuring top-notch service quality.
- Planned menu changes seasonally for fresh dining options throughout the year.
- Liaised effectively with all departments, ensured seamless operation flow from kitchen to tables.
- Monitored stock levels regularly; minimised waste and over-ordering incidents.
- Clearly and promptly communicated pertinent information to staff, maintaining knowledgeable service teams.
- Recognised and formally acknowledged outstanding staff performance, boosting team morale and productivity.
- Strategically reviewed and planned restaurant staffing levels based on evolving service demands.
- Achieved financial goals through rigorous restaurant budgeting and forecasting.
- Allocated resources to properly staff shifts and maintain adequate service levels across all restaurant areas.
- Effectively managed payroll and HR processes, including paperwork completion for new hires and terminations.
- Developed, implemented and communicated business plans to promote profitable food and beverage sales.
- 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.
- Planned staff rotas to meet customer demand whilst remaining under budget.
- Built loyal customer base by creating welcoming environment with top quality service.
- Liaised with kitchen teams to develop innovative, seasonal menus for maximised customer appeal.
- Coordinated optimal guest relations from initial contact through final check-out to boost satisfaction and brand loyalty.
Restaurant Manager
Mallory Court Hotel
08.2013 - 05.2016
- Company Overview: Michelin Star Restaurant
- To follow and complete any instructions given by any senior member of staff
- Help to ensure the smooth running of all guests' requirements and standards to maintained at all times
- To implement policies and systems as required under the guidance of the management
- To ensure hot beverages are served by Hotel Standards and in the required time
- To effectively manage my Staff time and productivity whilst at work
- To ensure that the cleanliness and organisation of my team are within the management guidelines
- To ensure that all the elements are present in order to secure a smooth and efficient service
- To ensure that appropriate mise-en-place has been prepared
- To support my staff, operate as a safeguard in times of crisis
- To keep a high Standard of personal hygiene and appearance
- To approach guests in the correct manner as lay out by Hotel Standards
- To use the guest name whenever possible, in accordance with the Hotel Standards
- To train new waiting staff
- Assign opening and closing duties
- To attend briefings and departmental meetings
- Act in accordance with fire, health and safety regulations and follow the correct procedures when the situation arises
- To see through and to completion opening and closing procedures
- To carry out additional tasks as instructed and by reasonable request from the senior team
- Adhere to all policies and procedures as outlined by the hotel
- Michelin Star Restaurant
Head waitress/ Restaurant manager
Turner's Michelin Star Restaurant
Birmingham
05.2013 - 08.2013
- Company Overview: Turners opened in July 2007 by Chef Richard Turner and business partner Nick Cruddington
- The aim was to offer serious food at reasonable prices in a relaxed and friendly atmosphere
- Maintain high personal appearance and hygiene standards
- Be customer orientated, welcoming and friendly, maintain professional and respectful attitude and behaviour to guests, colleagues and management
- Prepare the restaurant for service (cleaning- and laundry duties - linen preparation, silver polishing, table top reparations, all other mise-en-place tasks)
- Perform all duties expected as a host and front of house professional: explain menu to guests, serving dishes and announce them, clearing plates, wine and beverage service, bread service, barista tasks, co-ordinate service and duties with other front of house team members
- Gueridon service: cheese trolley, meat carving
- Work with Head chef and his team to learn about menu ingredients, food preparations and special diet requirements
- Co-operate with office team, menu writing, customer data base management, newsletter mail out, attend staff training work shops and team building meetings
- Ensure positive guest service in all areas
- Respond to complaints, taking any and all appropriate actions to turn dissatisfied guests into return guests
- Turners opened in July 2007 by Chef Richard Turner and business partner Nick Cruddington
- The aim was to offer serious food at reasonable prices in a relaxed and friendly atmosphere
Head Waitress/Supervisor
Amberley Castle Hotel
Amberley
02.2013 - 05.2013
- Company Overview: Amberley Castle, a unique luxury hotel located in the picturesque village of Amberley at the foot of the South Downs
- Taking orders, service of breakfast, lunch, afternoon tea, dinner, cleaning tables, preparing the restaurant rooms for next event
- Amberley Castle, a unique luxury hotel located in the picturesque village of Amberley at the foot of the South Downs
Education
Bachelor's - Managment in Food Control And Turism
Usamvb University
Bucharest06.2009
Wset level 2 -
Wedding and events coordinator diploma - undefined
AAT -
Accountancy Course
Skills
- Training
- Operations
- Payroll
- Microsoft Word
- Inventory Management
- Health and Safety Compliance
- Cash handling
- Customer Service
- High-volume dining
- Customer relations
- Front of house duties
- Hospitality management
- Salesmanship
- Wine list development
- Event coordination
- Wine expertise
- Wine service
- Cost management
- Target-driven
- Stocktake
- Fine dining
- Confident speaker
- Stock control
- Wine pairing knowledge
- Wine storage procedures
- POS system operation
- Dinner service planning
- In-depth food and wine knowledge
- Upselling techniques
- Cleanliness and hygiene
- Eye for detail
Affiliations
- Reading
- Holidays
- learning new skills
Timeline
Sommelier/Assistant manager
The Cross
05.2022 - 12.2024
General manager
The Moorings
12.2019 - 01.2022
Restaurant Manager
Hotel du Vin
09.2018 - 11.2019
Hotel Deputy Manager
Porch House Hotel
06.2017 - 09.2018
Restaurant Manager
Manor House Hotel
05.2016 - 05.2017
Restaurant Manager
Mallory Court Hotel
08.2013 - 05.2016
Head waitress/ Restaurant manager
Turner's Michelin Star Restaurant
05.2013 - 08.2013
Head Waitress/Supervisor
Amberley Castle Hotel
02.2013 - 05.2013
Wedding and events coordinator diploma - undefined
Bachelor's - Managment in Food Control And Turism
Usamvb University
Wset level 2 -
AAT -
Accountancy Course
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