Heather Hutson

I have worked with Topgolf for over 9 years and was consistently eager to progress into my career path.

Once I moved into management, I learnt basic management skills of cashing out, rota building, problem solving and strong communication.

I was extremely determined to become bar manager as I had a passion for the role. I succeeded with this goal within three months of being in the manager role due to my ability of quick learning skills. I consistently set myself goals to build the team from scratch as no goals or targets were reached by the previous managers. I was the bar manager for 2.5 years and always was above target.

I worked very closely with the regional manager and marketing team to produce ideas and demonstrate my creative skills. I created drinks to go onto all UK Topgolf menus and travelled to other venues to train in new menu items.

I am currently a line manager of forty members of staff with a wide age range and I also a manager of over one hundred overall staff members. I have travelled to the other venues to support with the management of other staff members. Through my experience in line management, I have developed a strong set of leadership and organisational skills that enable me to effectively manage teams and drive performance. I have gained expertise in setting clear goals, providing constructive feedback, and coaching team members to enhance their skills and productivity. By actively overseeing day-to-day operations, I have honed my ability to manage resources, resolve conflicts, and implement efficient workflows. Additionally, I have become proficient in fostering a positive team culture, improving communication, and ensuring alignment with organisational objectives. This hands-on experience has allowed me to cultivate a balanced approach to leadership, combining strategic oversight with a focus on employee development and performance management. Within the first six months of my bar manager role, I have successfully developed staff members into higher roles by providing targeted coaching, mentorship, and opportunities for skill enhancement, ensuring they are prepared to take on greater responsibilities. I assigned them focus areas and projects to further develop their skills.

Throughout my Topgolf career I have spent the time to create engaging videos as a learning technique. I was assigned by the general manager to create a few fun videos to play at our award ceremony. I focused on the latest trends and came up with a theme that would suit our audience.

As a Hospitality Team Leader, I excel in guiding and motivating teams to deliver exceptional customer service in fast-paced environments. My strong leadership skills allow me to effectively manage staff, ensure smooth daily operations, and foster a positive, collaborative atmosphere. I am skilled in training and developing team members, offering support and feedback to enhance performance and customer satisfaction. With a keen eye for detail and a focus on operational efficiency, I ensure that all aspects of service, from guest interactions to cleanliness and safety, meet the highest standards. My ability to resolve conflicts, adapt to changing demands, and maintain a welcoming environment helps drive both team morale and business success.

I consistently trained the team to deliver upselling as I excel at identifying customer needs and leveraging product knowledge to recommend tailored solutions that enhance their experience. My ability to build rapport and actively listen allows me to understand each customer’s unique preferences, positioning me to offer relevant, high-value upgrades.

• Managed stock levels efficiently, preventing shortage during peak hours.
• Promoted special events and offers effectively leading to increased footfall on those days.
• Created an inviting atmosphere through friendly interaction with customers.
• Provided excellent service to customers, resulting in repeat business.
• Resolved customer complaints promptly to maintain good relationships.
• Trained new staff members effectively, ensuring top-notch service standards were maintained.