Summary
Overview
Work history
Education
Skills
Custom
Accomplishments
Timeline
BusinessAnalyst
Jamal Williams

Jamal Williams

London

Summary

Confident, enthusiastic, fun, creative and hardworking individual that enjoys using initiative in all aspects of work. Have over 10 years of management experience in hospitality and travel and tourism fields. Communicate well, both verbally, in written form and via email. Work experience has so far enabled to prioritize workload, manage large and small teams, learn new operations fast and meet loads of new people. Driven, ambitious individual who is friendly, joyful and likable and very good at problem solving. Love working with people and creating memorable experiences for the team and customers. Skilled in planning and operations management. Background running successful business operations with knowledge of budgeting, staffing and marketing. Accomplished in driving customer and revenue growth with proactive strategies and daily management.

Overview

10
10
years of professional experience

Work history

Floor/ Duty Manager

Soho House (Electric House, Cinema & Diner)
London, Portobello Road
03.2024 - Current
  • Managing the floor, bar staff, cinema
  • Managing events
  • Oversaw emergency procedures and administered first aid.
  • Friendly, enthusiastic, welcoming to customers and creating memorable experiences
  • Inspected facility to identify and promptly address maintenance needs.
  • Creating fun incentives for the team
  • Adhered to company policies and brand standards to support outstanding guest experiences.
  • Managing steps of service
  • Recruited and onboarded new staff to meet performance standards.
  • Wage tracker and par levels
  • Managing a floor plan, taking bookings all through Opentable
  • Trained on using Micros systems
  • Running reports and writing end of day reports
  • Stocktakes CGS counts
  • Led by example, embodying positive work ethic and motivating staff for peak performance.
  • Handled guest complaints to protect brand reputation.
  • Responded to customer concerns with speed and knowledge, delivering professional, personalised service.
  • Opening and closing down of venue
  • Keeping up the cleanliness and improving the working environment
  • Doing rotas and allocations of staffing throughout building
  • Used problem-solving skills to resolve challenges and prioritise workload.
  • Leading training and briefings
  • Shadowed senior team members to develop practical knowledge and gain critical industry-specific skills.

Floor/ Duty Manager

Soho House (40 Greek Street)
London, Soho Greek Street
02.2022 - 03.2024
  • Motivated and led team members to consistently exceed house sales targets.
  • Friendly, enthusiastic, welcoming to customers and creating memorable experiences
  • Creating fun incentives for team
  • Managing steps of service, running drinks, food, serving tables and touching tables interacting with guests
  • Managing floor plan, taking bookings all through Opentable
  • Trained on using Micros systems
  • Led pre-shift briefings to prepare teams for upcoming challenges and priorities.
  • Running reports and writing end of day reports
  • Stocktakes CGS
  • Opening and closing down of venue
  • Completed opening and closing procedures each day.
  • Keeping up cleanliness and improving working environment
  • Doing rotas and allocations of staffing throughout building
  • Assisted in recruiting, hiring and onboarding floor staff.
  • Working closely with kitchen for service.
  • Motivated and led team members to consistently exceed store sales targets.
  • Coordinated rotas according to staff strengths to maximise productivity.

Assistant General Manager

The Phoenix London (Bird House London)
London, White City
03.2021 - 02.2022
  • Managing the floor and bar staff
  • Supervised operations in fast-paced venue, managing team of 25 + wait staff on a day to day.
  • Assisted and created marketing materials for online and offline marketing platforms.
  • Friendly, enthusiastic, welcoming to customers and creating memorable experiences
  • Monitored inventory levels in stockrooms, promptly ordering low-stocked supplies and ordering extra for special events.
  • Managing a budget and looking after a spend
  • Maintained and monitored budget anticipating possible variations, consistently meeting budget goals.
  • Bringing fun and excitement into the workplace to create an enjoyable environment for staff
  • Supported employee retention, implementing incentives and morale-boosting activities.
  • Helped bar staff prepare garnishes and mix cocktails during busy bar periods.
  • Managing a floor plan, taking bookings all through Designmynight
  • Reviewed venue floor plan, suggesting an improved layout that resulted in 5-minute reduction of customer waiting times.
  • Supported serving staff with fast, accurate beverage preparation.
  • Moving kegs, changing kegs, moving and replenishing stock
  • Recruited, hired and trained all new employees.
  • Led monthly stock-take and inventory-count activities, resolving discrepancies.
  • Keeping up the cleanliness and improving the working environment
  • Supported bar opening and closing procedures.
  • Managed staff rotas, planning workloads effectively and strategically.
  • Approved holiday requests and amended rotas to fill absences.
  • Oversaw all day-to-day site operations.

Assistant Manager

The Eagle Ladbroke Grove (Hippo Inns)
London, Portobello Road
02.2020 - 02.2021
  • Trained staff on best practices to achieve optimal productivity.
  • Coordinated daily workflow and operations, managing team of bartenders and waiters to deliver exceptional hospitality service.
  • Motivated management and staff teams to consistently deliver high quality, customer-focused service.
  • Addressed customer issues calmly and professionally, delivering quick, successful resolutions.
  • Carefully managed and recorded cash and credit transactions, diminishing financial discrepancies.
  • Performed end-of-day cashing up procedures.
  • Completed opening and closing procedures multiple times per week, completing reporting and security tasks.
  • Increased client base by devising and leading social media paid marketing strategy.
  • Ordering and liaising with clients and sorting events
  • Greeted customers upon entry to establish warm and welcoming environment in line with brand standards.
  • Monitored health and safety measures for guaranteed compliance.
  • Set tables with cutlery, napkins, glasses and centrepieces in line with restaurant standards.
  • Making basic cocktails, pouring pints, spirits and mixers
  • Supported serving staff with fast, accurate beverage preparation.
  • Managing a floor plan, taking bookings
  • Moving kegs, changing kegs, moving and replenishing stock
  • Achieved stock availability each month through regular ordering and sales analysis.
  • Creating memorable experiences
  • Supported bar opening and closing procedures.
  • Keeping up the cleanliness and improving the working environment
  • Scheduled staff rotas to meet evolving business needs.

Supervisor

Duke Of Sussex (Hippos Inns)
London, Waterloo
07.2019 - 02.2020
  • Serving at the bar
  • Waiting tables
  • Supervised activities of workers and enforced safety regulations.
  • Barista trained
  • Trained new hires and set up mentoring relationships to drive team performance.
  • Making basic cocktails, pouring pints, spirits and mixers
  • Running drinks, food and serving tables
  • Garden service on an IPad
  • Moving kegs, changing kegs, moving and replenishing stock
  • Opening and closing down of the bar
  • Supervising team.

Entertainments Manager

Madame Tussauds London
London, Baker Street
01.2018 - 02.2020
  • Managing a large team, doing rotas and performance plans
  • Managing budget and spends
  • Team development and personal development plans
  • Inputting and paying employees
  • Holding and organising auditions and rehearsals
  • Managing and looking after theatrical experiences within the attraction
  • Writing scripts and project planning
  • Creating different elements of promo
  • Printing reports and managing spends
  • Guest interaction
  • Performing different productions such as Sherlock Holmes Experience, Alien Escape and various improve sets
  • Organising flow of guests through experiences
  • Running VIP experiences.

Operations Team Leader

Madame Tussauds London
London, Baker Street
06.2015 - 12.2017
  • Managing the whole attraction and flow in attraction
  • Managing merlin membership passes
  • Front of House Duty Management
  • Duty ride control managing
  • Assistant Duty Manager
  • Guest interaction
  • Looking after the guest experience throughout the attraction
  • Managing a large team
  • Rotas and daily admin tasks
  • Drafting and sending out emails.

Senior Sales Supervisor and Promotions Assistant

The London Dungeon
London, Waterloo
08.2014 - 06.2015
  • Manage and look after the commission process
  • Front of House Duty Manager
  • A good knowledge of Galaxy Till System
  • Operational management
  • Supervise the Admissions and Sales and Promotions Team
  • Complaint handling
  • Working with people on different levels
  • Good knowledge of Microsoft packages including; Excel, Word and PowerPoint.

Education

Twyford Church of England High School
London

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Twyford Church of England High School

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The City Literature Institute

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Identity School of Acting and Drama School

Skills

  • Excellent customer service skills
  • Food Safety Level 2 Trained
  • Food Allergens Trained
  • Health and Safety Level 2 Trained
  • Licensing and Social Responsibility Trained
  • Personal License Holder
  • Good understanding of P&L
  • Strong leadership skills
  • Customer relations
  • Problem solving
  • Ability to work independently and as part of team
  • Adaptable and flexible-very willing to assist with extra work
  • Energizing and enthusiastic character
  • Charismatic and fast learner
  • Experience computer skills
  • Clear communication skills, written, verbal and email

Custom

Available upon request

Accomplishments

  • Won an award for the best manager briefing in the UK out of all the Soho Houses.

Timeline

Floor/ Duty Manager

Soho House (Electric House, Cinema & Diner)
03.2024 - Current

Floor/ Duty Manager

Soho House (40 Greek Street)
02.2022 - 03.2024

Assistant General Manager

The Phoenix London (Bird House London)
03.2021 - 02.2022

Assistant Manager

The Eagle Ladbroke Grove (Hippo Inns)
02.2020 - 02.2021

Supervisor

Duke Of Sussex (Hippos Inns)
07.2019 - 02.2020

Entertainments Manager

Madame Tussauds London
01.2018 - 02.2020

Operations Team Leader

Madame Tussauds London
06.2015 - 12.2017

Senior Sales Supervisor and Promotions Assistant

The London Dungeon
08.2014 - 06.2015

Twyford Church of England High School

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Twyford Church of England High School

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The City Literature Institute

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Identity School of Acting and Drama School

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Jamal Williams