Emma Ashby
Sheerness ,Kent
Summary
Diligent Customer Services professional bringing 25 plus years of experience from service industries such as hospitality and health and fitness . A strong team player but also a strong leader who works quickly and effectively when needed. A problem solver who is adept at negotiating service orientated conflicts swiftly.
Overview
33
33
years of professional experience
3
3
years of post-secondary education
Work history
Head of Operations and Facilities
University of Kent Sport
Canterbury, Kent
2024.04 - Current
- Directed daily operations, ensuring smooth business continuity.
- Conducted employee training programmes to enhance skill sets.
- Streamlined internal processes by implementing new operational strategies.
General Manager UFC Gym UK
UFC Gym UK
Northfleet, Kent
2021.03 - 2024.04
- Responsible for all aspects of member customer service
- Responsible for the smooth running of the entire gym including MMA , Gym, Recovery and Studios.
- Supported senior leadership by implementing corrective actions and improvements to company operations.
- Strategically scheduled and managed 25 + staff members.
Regional Fitness Manager
Five River Group Ltd
Sheerness , Kent
2018.06 - 2021.03
- Devised marketing strategies to attract new members across the clubs in the franchise
- Ensured health and safety compliance, resulting in a safer workout environment for all clubs
- Boosted team morale with regular staff training and development sessions for 5 clubs in the franchise
- Improved gym efficiency by implementing new operational processes and tailoring them to each club
Health and Fitness Manager
Nuffield Health
Bromley, Kent
2017.09 - 2018.05
- Established positive relationships with club members leading to an inviting atmosphere.
- Conducted regular equipment checks, maintaining a safe workout environment.
- Improved facility cleanliness standards with detailed maintenance procedures.
- Performed financial management tasks upholding fiscal responsibility.
- Managed staff rosters, ensuring seamless gym operation.
Operation Fitness Manager
Snap Fitness Holdings Ltd
Sittingbourne, Kent
2013.01 - 2017.06
- Responsible for 12 clubs in franchise
- Responsible for all aspects of member satisfaction and service levels across the franchise
- Devised strategic marketing plans, to increase gym membership subscriptions.
- Led the sales team across the clubs to hit high reaching KPI's and drive financial growth
Fitness Club Manager
Snap Fitness SF Holdings Ltd
SITTINGBOURNE
2012.06 - 2013.01
- First UK Snap Fitness Club Manager responsible for all aspects of club operation
- Coordinated group classes schedule in line with member preferences and trends in fitness industry.
- Implemented customer feedback system, leading to improved services and facilities.
Business Development Manager
Pole Secrets Ltd
Maidstone , Kent
2010.05 - 2012.06
- Creator of first level 2 CYQ Pole Fitness Qualification in the UK
- Senior lecturer in Exercise to Music and Pole Fitness
- Instructor of Pole Fitness and Fitness Classes across 20 plus sites
Senior Personal Trainer
Reynolds Health Spa
SITTINGBOURNE, Kent
2005.07 - 2010.05
- Established a positive training environment for enhanced workout experiences.
- Designed bespoke training programmes to improve client fitness levels.
- Provided personalised fitness assessments for targeted training plans.
Restaurant and Pub Landlord
Hook and Hatchet
Hucking , Kent
2003.03 - 2008.03
- Landlady of newly refurbished gastro destination pub
- Fast paced seasonal gastro pub serving the local community and wider gastro community
- Created a warm and welcoming environment for all building a loyal customer base
Pub Manager/ Landlord
The Millbrook Inn
Southpool , Devon
2001.01 - 2003.03
- Landlady of newly refurbished gastro destination pub.
- Resolved staff and customer complaints, challenges and enquiries.
- Created welcoming environment and correct ambiance to generate customer loyalty and maintain highest professional standards.
- Collaborated with chefs to plan and implement fresh, innovative menus, driving restaurant footfall and sales.
Restaurant General Manager
Wagamama
London , London
1992.07 - 2001.01
- Improved efficiency and sequence of service, reducing waiting times .
- Maintained smooth restaurant operations by coordinating and enforcing personnel policies and procedures in line with company standards.
- Ensured a safe environment for restaurant staff and guests by establishing and enforcing sanitation standards and procedures, conducting weekly inspections to verify adherence.
- Hired, trained and managed 40 plus restaurant staff to consistently exceed customer service delivery goals, boosting guest satisfaction.
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
Actress and Company Manager
Glyndebourne Opera
Glynde, Sussex
1995.03 - 2000.12
- Developed stage characters to completely embody acting roles.
- Rehearsed lines and improvisation for convincing performances.
- Interpreted director's notes and incorporated feedback into performances.
- Maintained 100% punctuality to reduce shooting schedule delays.
- Discussed role with director, producers and other actors to improve overall show performance.
Education
Bachelor of Arts - Drama and Literature
Queen Mary And Westfield College
London 1991.09 - 1994.05
Associate of Arts - Acting
Royal Central School of Speech And Drama
London 1994.09 - 1995.04
Skills
- Process improvement strategies
- Multi-site operations
- High-pressure environments
- Inventory control
- Natural leader
- Advanced Personal Trainer and Fitness Instructor since 2005
- Studio Instructor -range of genres including Yoga, Pilates , Exercise Referral, ETM, Kettle bells, Pump, Aqua Aerobics, Circuits
- Confident customer service problem solver
- Energetic and passionate
- Personable
Languages
English
Fluent
Timeline
Head of Operations and Facilities
University of Kent Sport
2024.04 - Current
General Manager UFC Gym UK
UFC Gym UK
2021.03 - 2024.04
Regional Fitness Manager
Five River Group Ltd
2018.06 - 2021.03
Health and Fitness Manager
Nuffield Health
2017.09 - 2018.05
Operation Fitness Manager
Snap Fitness Holdings Ltd
2013.01 - 2017.06
Fitness Club Manager
Snap Fitness SF Holdings Ltd
2012.06 - 2013.01
Business Development Manager
Pole Secrets Ltd
2010.05 - 2012.06
Senior Personal Trainer
Reynolds Health Spa
2005.07 - 2010.05
Restaurant and Pub Landlord
Hook and Hatchet
2003.03 - 2008.03
Pub Manager/ Landlord
The Millbrook Inn
2001.01 - 2003.03
Actress and Company Manager
Glyndebourne Opera
1995.03 - 2000.12
Associate of Arts - Acting
Royal Central School of Speech And Drama
1994.09 - 1995.04
Restaurant General Manager
Wagamama
1992.07 - 2001.01
Bachelor of Arts - Drama and Literature
Queen Mary And Westfield College
1991.09 - 1994.05