Gemma Ratcliffe-Gregory
Cockermouth,UK
Summary
I am a dynamic, friendly and enthusiastic person. I have bags of high energy and am results driven with extensive expertise in hospitality, customer service, and sales. I demonstrate exceptional organisational skills with a proven ability to build strong relationships with VIP clientele. I am proficient at upselling and delivering outstanding service, ensuring customer satisfaction through effective communication and teamwork. Committed to maintaining high standards of food hygiene and preparation within restaurant environments.
Overview
20
20
years of professional experience
6
6
years of post-secondary education
Work history
Front of House Team Member
The Cottage in the Wood Hotel, Restaurant -Keswick
2024.02 - 2026.02
- I work within a small, friendly team where I strive to maintain high standards. We learn from each other and take pride in the work we do.
- In my role I love to talk to guests and build a real warm and friendly service. I like each individual to feel relaxed and have a memorable experience that they will remember.
- My duties include preparing the room and bar ready for service. Greeting guests in a warm and friendly manner. Taking drinks and orders, and learning to make these. Serving food at a high standard, learning how each dish is prepared and explaining this to our guests. After service duties include cleaning the bar and room, polishing glasses and other preparations for the following day.
- I prepare cold breakfast items and check people out on the morning of departure.
- During service the restaurant is incredibly fast paced, I excel working under pressure.
- Service is such an important part of my role, I always tailor my service to each guests personality which creates a very special experience where the guest feels special and builds rapport.
- Communicated effectively with the kitchen team to ensure timely delivery of our tasting menu.
Stay at home Mummy
The Gregory Clan
Cockermouth, Cumbria
2014.08 - 2026.02
Sales Advisor & Personal Assistant
Beds & Chairs Direct-Hewish, UK
Hewish, UK
2013.01 - 2014.08
- I was the first point of contact for the customer and internally. I mainly make and receive calls from clients. I listen to the client's needs and ask open questions to find the most suitable product for them. I take orders directly from customers over the phone and process the correct paperwork to be sent out. Each day I have lots of leads to call and follow up; I make sure I manage my time to complete this.
- I was responsible for the filing and organisation of the leads, general administration and supporting the General Manager. This involves managing and inputting client records on the 'Sage ACT' software program. I update daily targets and produce documents in Word and Excel. I prepare brochure packs, deal with email enquiries and maintain stationary stocks. I take care of franking of post and like to take on any of the General Managers workload where possible. In the General Managers absence I am responsible for making decisions and for delegating work to other team members. I also liaise and welcome any visitors, clients and suppliers into the office.
Hostess
Freeman's Hospitality
2010.11 - 2013.01
- This role involved taking care of the Marussia Formula 1 team, their guests and working as part of a small team in a fast paced environment. I helped set up the motorhome, making it into a professional, welcoming and clean environment where team and guests can enjoy the experience and services I offered. Such as, Breakfast, Lunch and Dinner.
- My responsibilities:
- Unpacking of freight
- Cleaning of tables, crockery, glasses, cutlery and food preparation areas
- Emptying of rubbish
- Building units
- Filling fridges
- Shopping for food and drinks
- Tailoring to the needs of individuals dietary requirements
- Set up of the garage tea, coffee, snacks and cold beverages)
- Flower arranging
- Preparing light meals and snacks such as fruit bowls, sandwiches and cakes
- Helping the kitchen with any preparation
- Welcoming guests and team
- Relaying and setting of tables
- Set up for buffet breakfast, lunch, guest lunch and dinner
- Seating of guests
- Knowledge of menu
- Taking orders of food and drink
- Passing orders through to the kitchen promptly
- Serving of food and drink
- Resolving issues that arise
- Pack down of motorhome
- Delivering an efficient and high quality of service
- Building rapport with guests and team with my professional, bubbly, friendly and polite manner.
Cultural Representative
Walt Disney World
, USA
2009.09 - 2010.08
- I worked in Disney's Epcot Theme park representing the UK; I worked in a hospitality role in food and beverage. As a cast member, I experienced the magic of Disney while interacting with guests, learning important business philosophies and made new friends from all over the world. As a cultural representative I shared my culture and customs with the guests. The role involved selling, escorting guests to tables in the restaurant, using a computerised cash register and reservation system. I took guests orders and served food. I also set, stocked and was responsible for cleaning duties. The biggest part of the role was to make the guests experience as magical as possible, always going the extra mile to put that smile on the guests faces. I always provided the best service and have learnt from one of the world's leading entertainment and hospitality companies.
Senior Sales Consultant
Molton-Brown
Bristol, UK
2006.07 - 2009.08
- Working as part of a small I provided high standards of service, building continuous relationships with all customers to ensure a strong client base. I drove sales by promoting link selling and directing the team to maximise profitability and achieve our targets. Working closely with management I assisted with the daily duties. This involved roster formulation, financial reconciliation and banking. I completed daily and weekly paperwork including finance reports, figures and stock ordering. In-store I held events; I organised these and created the relaxing atmosphere we aimed for. I was also responsible solely for staff motivation, training, development.
Education
Counselling Skills- Level 2- Pass -
Weston College
2010.01 - 2011.01
GCSE's- 10 A-C Passes - English Literature & Language, Mathematics, Art, Science, Travel & Tourism, Design & Technology, I.T, P.E, German
Worle Community School
Weston-super-Mare 1998.01 - 2003.01
Skills
- Hospitality
- Communication
- Customer Service
- Sales
- Organisational skills
- Teamwork
- Professional Telephone Manner
- Relationship building
- Interpersonal Skills
- Catering
- Food Hygiene
- Food preparation
- Restaurant experience
- Time management
- Serving
- VIP clientele experience
- Up-Selling
Affiliations
- Food & Drink
- Baking
- Walking
- Exercising
Timeline
Front of House Team Member
The Cottage in the Wood Hotel, Restaurant -Keswick
2024.02 - 2026.02
Stay at home Mummy
The Gregory Clan
2014.08 - 2026.02
Sales Advisor & Personal Assistant
Beds & Chairs Direct-Hewish, UK
2013.01 - 2014.08
Hostess
Freeman's Hospitality
2010.11 - 2013.01
Counselling Skills- Level 2- Pass -
Weston College
2010.01 - 2011.01
Cultural Representative
Walt Disney World
2009.09 - 2010.08
Senior Sales Consultant
Molton-Brown
2006.07 - 2009.08
GCSE's- 10 A-C Passes - English Literature & Language, Mathematics, Art, Science, Travel & Tourism, Design & Technology, I.T, P.E, German
Worle Community School
1998.01 - 2003.01