Julia Gilbert
Fraddon,Cornwall
Overview
19
19
years of professional experience
Work history
Assistant manager
Mannings Hotel
Truro, Cornwall
2022.09 - 2023.12
- Consistently arrived at work on time and ready to start immediately
- Adhered to cash management for operational needs
- Answered incoming calls within 3 rings, as per hotel 3 star standards
- Handled table reservation requests and enquiries via email, face to face and telephone in a professional, friendly manner
- Accurate data entry of customer details and dietary requirements into Resdiary system
- Ensured the team and I always offered a warm, friendly, efficient customer service
- Completed customer orders with speed and accuracy
- Handled challenging situations calmly and professionally to achieve positive customer outcomes
- Delivered in-depth training to customer-facing staff, promoting strong customer service performance
- Remained knowledgeable on popular attractions and experiences to aid with guest enquiries
- Encouraged feedback from restaurant customers to implement positive changes
- Ensured cleanliness standards were maintained for bar and restaurant operations.
- Operating Epos till system for card and cash payments
- Kept appropriate stock levels to match expected demand.
Breakfast supervisor
The Headland Hotel and Spa
Newquay, Cornwall
2021.10 - 2022.09
- Consistently arrived at work on time and ready to start immediately
- Adhered to cash management for operational needs
- Answered incoming calls within 3 rings, as per hotel 5 star standards
- Handled table reservation requests and enquiries via email, face to face and telephone in a professional, friendly manner
- Accurate data entry of customer details and dietary requirements into Resdiary system
- Ensured the team and I always offered a warm, friendly, efficient customer service
- Completed customer orders with speed and accuracy
- Handled challenging situations calmly and professionally to achieve positive customer outcomes
- Delivered in-depth training to permanent and temporary staff, promoting strong service performance.
- Identifying language barriers for some team members and introducing written procedures, in their own language, to aid knowledge and independent working
- Remained knowledgeable on popular attractions and experiences to aid with guest enquiries
- Encouraged feedback from restaurant customers to implement positive changes
- Ensured cleanliness standards were maintained for bar and restaurant operations
- Operating in-house till system for card and cash payments
- Kept appropriate stock levels to match expected demand
Owner
Eternally Yours wedding & Prom Services
Atherstone, Warwickshire
2015.08 - 2021.09
- Attended local wedding fayres to raise awareness of business and services available
- Monitored fashion trends closely to anticipate consumer demand
- Maintained store and product cleanliness
- Prepared products for sales floor and events, steaming and presenting items immaculately to exceed customer expectations and optimise future sales opportunities
- Designed and promoted offers using social platforms to aid sales and gain public following
- Handled enquiries via email, face book, google and telephone in a professional, friendly manner
- Advised clients on dress size selections to suit fit and shape requirements
- Optimised sales by promoting coordinating items and accessories
- Upsold additional products and services to maximise event spending
- Liaised with clients to determine event requirements and constraints, outlining package options to meet needs and exceed expectations.
- Received stock deliveries
- Accurately completing paperwork and updating business records in preparation to hand over to the accountant for yearly tax return
- Received positive feedback from clients and attendees for professionalism and attention to detail.
Hire Controller
Torrent Trackside
Tamworth, Staffordshire
2021.02 - 2021.09
- Answering incoming calls and emails as per company standards
- Booking deliveries, exchanges and collections of hire equipment using in-house system
- Updating in house spreadsheets on a daily basis
- Investigating claims of damage to, or loss of, equipment and raising relevant paperwork
- Raising collection/delivery/purchase order paperwork for heavy goods haulers
- Authorizing/approving invoices to be paid
Bar manager
Baddesley Ensor Social Club
Atherstone, Warwickshire
2013.06 - 2020.11
- Advertised vacancies, interviewed, hired and trained staff on best bar practices, GDPR, maintaining highly efficient service teams
- Guaranteed cash management and cash-up processes were adhered to by all staff
- Maintained outstanding hygiene levels for optimised customer safety and continued regulatory compliance
- Led by example in providing customers with attentive, professional service
- Offered discounts and promotions to encourage purchases
- Maintained safe working and guest environments, reducing injury and incident risks
- Prepared rotas to achieve stable coverage while minimising payroll costs
- Identified and addressed underperformance and non-compliance
- Executed prompt, precise drinks service at high-capacity events, minimising customer waiting times
- Resolved complaints calmly and professionally to achieve positive customer outcomes
- Completed accurate end-of-day financial routines for cash and card transactions
- Executed line cleaning and cellar management
- Monitored and maintained stock levels for maximised efficiency and minimised waste
- Ordered stock by analysing sales and customer trends
- Organised events and functions which ensured the function room was busy to allow year on year growth
Major Accounts Representative
TNT
Atherstone, Warwickshire
2010.09 - 2013.10
- Started employ as frontline customer services agent, progressed to domestic support, and then became a major accounts agent
- Handled high call volumes with accuracy and efficiency for optimum productivity inline with company expectations
- Achieved daily performance targets
- Accurately booking UK collections using in-house computer system and upsell same day and timed delivery services
- Answered customer queries daily via inbound calls and emails
- Processed complaints professionally, seeking effective, timely solutions for continued customer satisfaction
- Accurately update the in-house CRM system on a daily basis and resolve complaints in accordance with company standards
- Maintained call centre efficiencies, ensuring clear, effective communication with all departments
- Initiating compensation/refunds
Customer Services Team Manager
Card Protection Plan
Tamworth, Staffordshire
2005.05 - 2010.09
- Answered inbound customer calls in line with company standards
- Adhered strictly to policies and procedures for continued company and FSA compliance.
- Followed set scripts and guidelines to maintain company standards
- Utilised persuasive communication skills to overcome objections and secure sales.
- Identified and met customer needs through attentive, responsive communication
- Updated in-house customer databases with accurate and current information.
- Consistently achieved company KPIs
- Participated in regular training to maintain up-to-date knowledge on company products and policies.
- Hired and trained dedicated and high-achieving sales team
- Monitored sales team performance, providing effective training to help them reach individual and team KPIs
- Actioned monthly one to one and PDP meetings with all team members
- Handled challenging situations calmly and professionally to achieve positive customer outcomes
Education
Byng Kenrick Central School
Birmingham 2001.04 -
Skills
- Customer service
- Team supervision
- Employee training
- Inventory control
- Problem solving
Interests
In my spare time I enjoy attending live music events and festivals, coastal and woodland walks
Additional Information
- Fire Warden Course
TNT, Lount, 2004
- Fire Warden Course
CPP, Tamworth, March 2008
- Trainee Management Program
CPP, Tamworth, April 2008-April 2009
- Customer Champion
CPP, Tamworth March 2010
- Wedding & Event Diploma
Regent Academy, June 2018
- Best Pint
Greene King, June 2019
- UK Bar Manager of the Year
Club Mirror Awards, November 2019
- UK club of the month
Club Journal, October 2020
- Level 3 Emergency First Aid
Mannings Hotel, June 2023
Timeline
Assistant manager
Mannings Hotel
2022.09 - 2023.12
Breakfast supervisor
The Headland Hotel and Spa
2021.10 - 2022.09
Hire Controller
Torrent Trackside
2021.02 - 2021.09
Owner
Eternally Yours wedding & Prom Services
2015.08 - 2021.09
Bar manager
Baddesley Ensor Social Club
2013.06 - 2020.11
Major Accounts Representative
TNT
2010.09 - 2013.10
Customer Services Team Manager
Card Protection Plan
2005.05 - 2010.09
Byng Kenrick Central School
2001.04 -