hayley griffiths

Senior leader responsible for overseeing daily operations, enhancing visitor experience, and supporting strategic management of a busy visitor attraction.

Key Responsibilities & Achievements:

Guest Experience & Operations

• Directed daily operations across all public and animal areas, ensuring a safe, engaging, and high-quality visitor experience.
• Acted as escalation point for guest concerns, resolving issues professionally to maintain high satisfaction levels.
• Improved visitor engagement by supporting events, educational programmes, and interactive experiences.
• Used feedback and operational insights to implement service improvements and enhance overall guest journey.

Leadership & Team Development

• Line-managed Zoo Manager and supported development of multi-disciplinary teams.
• Delivered staff training focused on customer service, communication, and visitor interaction.
• Played a key role in recruitment, onboarding, and performance management processes.
• Fostered a collaborative and service-driven workplace culture.

Operations & Service Delivery

• Coordinated multiple departments to ensure smooth, efficient daily operations.
• Supported budgeting, planning, and resource allocation to improve performance and service delivery.
• Maintained high presentation standards across all visitor-facing areas.

Compliance, Safety & Risk Management

• Ensured full compliance with health & safety legislation, maintaining a safe environment for visitors and staff.
• Managed risk assessments, emergency procedures, and incident response.
• Supported zoo licensing inspections and ensured audit-ready documentation.

Stakeholder Engagement

• Liaised with external partners, contractors, and veterinary professionals.
• Represented the organisation in public engagement, media, and educational outreach.

Delivered a high-quality, customer-focused experience within a busy equestrian centre, combining team leadership with engaging activities and excellent client relationship management.

Key Responsibilities & Achievements:

• Led a small team to deliver a welcoming, safe, and enjoyable experience for visitors of all ages.
• Built strong, lasting relationships with customers and families, ensuring a friendly and inclusive environment.
• Acted as the main point of contact for guest queries, bookings, and concerns, resolving issues promptly and professionally.
• Communicated effectively with parents and guardians, providing reassurance, updates, and a high level of customer care.
• Designed and delivered engaging riding sessions, educational talks, and interactive experiences tailored to different age groups and abilities.
• Planned and hosted customer-focused events including pony camps, competitions, and themed activity days, increasing engagement and repeat visits.
• Enhanced the overall visitor experience through creative programming and attention to individual customer needs.
• Managed bookings, scheduling, and coordination of activities to ensure smooth daily operations.
• Maintained high safety standards, ensuring all activities were delivered in line with health & safety requirements.
• Coordinated ordering of supplies and equipment to support seamless service delivery.

• Customer Service Excellence & Relationship Building
• Complaint Handling & Problem Resolution
• Communication with Families & Diverse Audiences
• Event Planning & Guest Engagement
• Team Leadership in Customer-Facing Environments
• Creating Positive & Memorable Visitor Experiences

Creative and client-focused Senior Hair Stylist with a strong reputation for delivering personalised, high-quality services in a fast-paced salon environment. Known for building lasting client relationships through exceptional customer care, attention to detail, and a flair for modern and classic styling. Passionate about creating a welcoming, confidence-boosting experience for every client.

Key Responsibilities & Achievements:

• Delivered tailored consultations to understand client needs, preferences, and lifestyle, ensuring a personalised service experience.
• Built and maintained strong client relationships, encouraging loyalty and repeat business through excellent customer care.
• Provided a wide range of cutting, colouring, and styling services with creativity and precision.
• Used professional judgement and flair to recommend styles and treatments that enhance individual features and confidence.
• Managed client expectations effectively, handling feedback or concerns with professionalism and care.
• Maintained a welcoming and inclusive salon environment, ensuring every client felt valued and comfortable.
• Stayed up to date with current trends, techniques, and products to continuously enhance service quality.
• Supported junior staff through mentoring and training, promoting high standards of customer service across the team.
• Assisted with appointment management, client flow, and ensuring an efficient yet relaxed salon experience.