EMMARE KYLENE HOLZHAUSEN
Bilston,United Kingdom
Summary
Accomplished professional with experience in supervisory and customer service roles, showcasing strong organisational and communication skills. Adept at prioritising tasks and collaborating with teams to achieve objectives. Handles pressure with poise, ensuring timely and effective decision-making. Energetic, reliable and respectful, consistently fostering a positive work environment.
Overview
7
7
years of professional experience
Work history
Shift manager
Lidl
Bilston, Wolverhampton
2024.10 - Current
- Assisted in store winning golden league of our area. This was achieved by passing monthly audits, minimising wastage, ensuring team hold high store standards, ensuring correct procedures adhered to, weekly team huddles to feedback KPIs.
- Resolved customer complaints promptly to maintain high service standards.
- Improved team morale through effective communication and feedback practices.
- Motivated employees towards achieving targets and reaching monthly KPIs.
- Oversaw cash management processes, ensured accuracy at end of each shift.
- Maintained team-oriented atmosphere with open communication and quick conflict resolution.
- Managed inventory control.
- Offered guidance on business objectives, analysing KPIs and reporting on performance and areas in need of improvement.
- Ensured timely completion of projects through diligent supervision and guidance.
Team Leader (acting supervisor)
Marston’s
Wednesbury
2021.05 - 2024.10
- Execute floor plans for team members ensuring the smooth running of the shift based on the strengths of the staff.
- Managed daily cash-handling processes to maintain financial accuracy.
- Undertook responsibility for opening and closing the establishment, ensuring security at all times (usually fulfilled by supervisory level and above)
- Compiled and executed an ‘Upsell’ programme to motivate and incentivise team members to upsell during sales, thus increasing revenue for the business. The incentive scheme ensures all team members have an opportunity to win a prize giving them the motivation to participate in the programme.
- Strong on creativity - created posters for the restaurant. Drafted the customer journey template, trained team members on the journey - was well received and implemented.
- Conduct on-the-job training for new team members. Successfully measured by team members being able to confidently work on the floor by themselves within a short time frame.
- Coordinated special events, ensuring memorable experiences for customers.
- Improved customer satisfaction by successfully handling complaints promptly and professionally.
- Ensured compliance with health and safety regulations for a safer working environment.
- Built strong relationships with customers, fostering loyalty and repeat business.
- Oversaw table reservations system ensuring maximum occupancy during peak hours.
- Oversaw food preparation and production standards by implementing high quality control measures.
- Liaised with chef on duty to provide seamless food service and communicated with head chef to provide feedback on same
Team Member
Marston’s Bankfield Inn (formally the White Rabbit)
Bilston, Wolverhampton
2019.07 - 2020.10
- Effective customer and public relations
- Bar tending, restocking and closing bar.
- Contributed to team targets by upselling menu items.
- Handled complaints and conflict with diplomatic approach.
- Ensured cleanliness of dining area for a pleasant dining experience.
- Streamlined communication between kitchen and floor staff for efficient service.
- Assisted with Back of House duties, i.e. pot wash, putting stock away in cellar, changing beer barrels, cleaning equipment (e.g. ice machine) and facilities.
- Ensured optimal guest satisfaction through attention to dietary preferences and allergy information.
- Reason for leaving: Company redundancy due to financial impact of the pandemic on the business operations.
Education
Certification - Data analytics
Learning people
Brighton, Brighton and Hove 06/2024 -
NVQ Level 2 - management
Marston’s
Wolverhampton 06/2022 - 02/2024
A-Levels -
Interhigh School
United Kingdom 2018.01 - 1 2019
Fourways High School
Johannesburg, South Africa 2014.01 - 1 2018
Skills
- Adaptable leadership
- Results-driven
- Effective communication
- Excellent people skills
- Resilience under pressure
- Initiative taking
- Cooperative goal achievement
- Proficient in Microsoft Word, Excel, PowerPoint and Access
- Sharing in the success of the team
- Taking accountability for failure without passing blame
- Working in multi-cultural setups, respecting beliefs, political, social and religious persuasions of others without passing judgment
- Employee development
- Performance monitoring
Accomplishments
- Offered promotion to deputy store manager
- Aided in store achieving first place in Golden league for our area at Lidl.
- Successfully completed apprenticeship programme through Marston’s Lifetime Training.
- Held the role of school leader and effectively executed the role and duties expected of me.
- Successfully represented my school in Debating competitions, trialed at provincial level and received merit certifications.
- International Relations chairperson for the Interact Rotary Club.
- Held position as a Leader on the Leader Representative Council (LRC) at school.
- Promoted to Team Leader and entrusted with Supervisory responsibilities within 6 months of attaining the position.
References
References available upon request.
INTERESTS AND ACTIVITIES
- Volunteered time and resources to charity works in aid of needy communities.
- Interact Club, effectively serving as the International Relations Chairperson.
- Debating Club, represented in debate competitions, trialed for provincial level and was awarded certificates of merit.
- Computer science and IT
- Astronomy (Astrophysics)
- Psychology
- History
HOBBIES
- Writing (Poetry/Stories/Essay)
- Reading
- Cooking and baking.
- Gym and exercise.
- Swimming.
- Painting
Timeline
Shift manager
Lidl
2024.10 - Current
Team Leader (acting supervisor)
Marston’s
2021.05 - 2024.10
Team Member
Marston’s Bankfield Inn (formally the White Rabbit)
2019.07 - 2020.10
A-Levels -
Interhigh School
2018.01 - 1 2019
Fourways High School
2014.01 - 1 2018
Certification - Data analytics
Learning people
06/2024 -
NVQ Level 2 - management
Marston’s
06/2022 - 02/2024