Hilary Davis
Cam,Gloucestershire
Summary
Professional with extensive experience in customer service roles, demonstrating strong communication and interpersonal skills. Known for a proactive approach to responsibilities, often exceeding expectations and taking on additional tasks. Detail-oriented and effective in both team settings and independent work environments. Recognized for a cheerful personality, fostering positive interactions with clients and colleagues alike.
Overview
38
38
years of professional experience
Work history
Customer Experience and Operations Manager
Wild Carrot at Chavenage
Tetbury, Gloucestershire
2021.06 - 2023.04
- Consulted on a new venture at Chavenage House, then progressed quickly to Customer Experience and Operations Manager, reporting to the directors.
- Directed operations across cafe, 14 glamping units and maintenance with full P&L accountability and driving commercial performance through KPI management, cost control, revenue growth and people development.
- Led teams to achieve business objectives on time and within budget constraints.
Duty manager
Calcot Hotel and Spa
Tetbury, Gloucestershire
2016.05 - 2021.05
- Work with all hotel departments to elevate end-to-end guest experiences.
- Owned budgeting and forecasting activities to protect cost-effectiveness.
- Held front-of-house operations accountable for consistent, high service delivery.
- Drove improvement by reviewing staff performance and setting targets.
- Directed daily operations reporting to senior management.
- Oversaw new starter training and identifying further training opportunities for the team.
- Managed supplier accounts by negotiating best-practice pricing regularly.
- Led by example to improve work ethic and maximise staff performance.
Restaurant and Event Manager
Eastwood Park Training and Conference Centre
Falfield
2014.02 - 2016.04
- Conferencing and Events
- Primarily running a busy restaurant for training delegates during the week and co-ordinating events such as weddings, societies and charity events
- Supervising a team of waiting staff to ensure excellent standards of service at all times
- Liaising with all other departments, outside suppliers and guests prior to and during events
- Providing cover on a busy reception desk, allocating rooms for guests and appropriate conference facilities.
Cafe Manager
Berry Blue Creative Food
Cam, Gloucestershire
2011.03 - 2014.01
- Managing a busy village café and bistro with a team of full and part time staff, ensuring revenue targets are met and increasing turnover
- Strong emphasis on quality customer service and ongoing staff training
- Previously, Contract Manager managing 2 chefs and a team of waiting staff at Stinchcombe Hill Golf Club
- Daily management of the food operation within the club, increasing sales and evening events
- Front of house management covering a busy daytime bar and evening/weekend events and match days
- Also responsible for book keeping for this account and other outside catering departments within the company
- Responsible for training of staff, all areas of food and hygiene and health and safety.
The Holly Bush
Alcester
2010.07 - 2011.07
- Working in the bar, restaurant and kitchen in this busy CAMRA awarded pub
- Assisting organisation of large events including weddings and social events in the function area.
Transport and Administration Assistant
Pace Transport Ltd
Redditch
2003.01 - 2009.04
- General office administration including wages and day to day bookkeeping
- Allocation of driver drops and delivery routes, including multi drop, to drive team
- Between 1998 and 2003 I took time to stay at home with my young family.
Assistant Manager
Lunn Poly Ltd
Leamington Spa
1995.01 - 1998.01
- As of my previous role of Sales Consultant with added responsibilities, reporting to the Retail travel Manager
- Training of junior staff members, ensuring sales targets for the site were met, assisting the shop manager in all aspects of the job and taking full responsibility in their absence.
Passenger Services and Operation Assistant
Servisair Ltd, International Airport
Birmingham
1992.01 - 1995.01
- Passenger check in and escorting of passengers through the terminal for arrivals and departures
- Preparing Load sheets and assisting flight crew for derating and arriving aircraft.
Flight Attendant
Virgin Atlantic Airways
1990.01 - 1991.01
- Ensuring the safety and comfort of all passengers on long haul flights
- Service of uinflight meals, bar service and duty free sales.
Sales Consultant
Lunn Poly Ltd
Redditch
1985.01 - 1989.01
- Arranging package holidays and independent travel itineraries throughout the world
- Meeting monthly personal sales targets
- Office administration
- Cash cheque and credit card handling
- Merchandising and assistant in the presentation of point of sale material.
Education
Some College (No Degree) - City And Guilds Travel And Tourism Diploma
Birmingham College of Food And Tourism
Birmingham07.1986
St Augustine's High School
Redditch07.1984
Skills
Comfortable working, making decisions and delegating in a busy, customer facing, environment
Self-motivator who is comfortable and proactive in taking ownership of the role responsibilities
Financial proficiency with an great understanding of costs vs revenue
Flexible, adaptive, and willing to learn, to manage new opportunities and challenges
Always demonstrating, and improving, brilliant customer service skills
Collaborative and sociable
Adaptable
Food Hygiene Level 3
Financial reporting
Profit and loss understanding
Methodical Multitasker
Effective Time Management
Interests
I am a passionate cook for family and friends, drinking coffee and I enjoy walking the dog keep fit.
Timeline
Customer Experience and Operations Manager
Wild Carrot at Chavenage
2021.06 - 2023.04
Duty manager
Calcot Hotel and Spa
2016.05 - 2021.05
Restaurant and Event Manager
Eastwood Park Training and Conference Centre
2014.02 - 2016.04
Cafe Manager
Berry Blue Creative Food
2011.03 - 2014.01
The Holly Bush
2010.07 - 2011.07
Transport and Administration Assistant
Pace Transport Ltd
2003.01 - 2009.04
Assistant Manager
Lunn Poly Ltd
1995.01 - 1998.01
Passenger Services and Operation Assistant
Servisair Ltd, International Airport
1992.01 - 1995.01
Flight Attendant
Virgin Atlantic Airways
1990.01 - 1991.01
Sales Consultant
Lunn Poly Ltd
1985.01 - 1989.01
Some College (No Degree) - City And Guilds Travel And Tourism Diploma
Birmingham College of Food And Tourism
St Augustine's High School