Kateryna Hladka
Morecambe,Lancashire
Summary
Enthusiastic individual with extensive experience in customer service, showcasing adaptability and strong teamwork skills. Effectively communicates with team members and customers, ensuring smooth operations during busy periods. Recognises the importance of initiative and a strong work ethic in delivering high-quality service. Organised, independent worker with strong time management skills. Detail-oriented and learns new tasks quickly. Possesses excellent memory and aptitude for calculations.
Overview
18
18
years of professional experience
4
4
years of post-secondary education
Work History
Food and Beverage Assistant
English Lakes "Lancaster House Hotel"
Lancaster, Lancashire
08.2024 - Current
- Delivered exceptional, friendly and fast service to process high volume of food and drink orders at peak times.
- Maintained safe hygiene and food handling standards for full compliance.
- Served meals and drinks to customers, ensuring timely delivery and meeting quality standards.
- Maintained outstanding customer satisfaction by delivering food and drinks on time in high-pressure environments.
- Processed cash and card payments, providing correct change for cash purposes.
- Took orders, using effective upselling techniques to increase customer interest in additional products.
- Maintained extensive knowledge of food, drinks and menus to answer customer queries.
- Facilitated a positive team atmosphere, supporting colleagues during peak times to manage workload.
- Handled customer complaints with empathy and professionalism, resolving issues to their satisfaction.
- Took food and beverage orders accurately, offering menu recommendations when requested.
- Resolved customer complaints to maintain satisfaction and business loyalty.
- Cleaned, polished and stored glassware during function clean-up.
- Complied with hygiene and safety regulations to maintain a clean working environment.
- Operated POS register to input orders and process customer payments.
- Processed payments efficiently, handling cash, card transactions, and issuing receipts.
- Facilitated excellent customer experience by providing friendly, attentive and proactive customer service.
- Communicated drink and food orders accurately with bar and kitchen staff.
- Collaborated with kitchen and bar staff to ensure smooth operation and prompt service.
Supervisor
Fell Brewery "The Royal Oak"
Cartmel, Cumbria
05.2022 - 06.2024
- Resolved customer complaints swiftly, turning negative experiences into positive outcomes.
- Maintained high standards of cleanliness and organisation in the workplace.
- Gave clear staff instruction to achieve production output.
- Monitored inventory levels, ordering stock as needed to prevent shortages.
- Maintained workplace safety by observing occupational and environmental health requirements.
- Resolved conflicts between team members to maintain group harmony and productivity.
- Led staff training sessions on customer service excellence, enhancing team skills and knowledge.
- Facilitated communication between senior management and staff, acting as a liaison.
- Conducted regular performance reviews, providing constructive feedback to promote employee development.
- Logged daily manufacturing activities and prepared reports for management.
- Identified and resolved staff and resource deficiencies impacting production.
- Achieved productivity targets by motivating and incentivising manufacturing teams.
- Analysed sales data to identify trends, adjusting strategies to maximise profits.
- Estimated production costs in alignment with manufacturing budgets.
Restaurant Waiter
"Thornleigh" Hotel
Grange-Over-Sands, Cumbria
05.2022 - 06.2024
- Served meals and drinks with professionalism and care, ensuring timely delivery to maintain high standards of service.
- Delivered exceptional, friendly and fast service to process high volume of food and drink orders at peak times.
- Supported team members during rush hours, demonstrating flexibility and teamwork in a fast-paced environment.
- Maintained safe hygiene and food handling standards for full compliance.
- Cleaned, sanitised and organised restaurant, bar and front of house areas.
- Maintained excellent customer satisfaction by providing friendly, attentive and proactive service.
- Delivered food and beverages promptly, ensuring meals were served hot and drinks were correctly mixed.
Sales Executive
Eva Silver
Bila Tserkva (Ukraine)
07.2021 - 02.2022
- Managed customer relationships through consultative sales techniques to attain individual sales goals.
- Achieved company targets by implementing successful sales strategies.
- Resolved customer issues and complaints with quick-thinking problem-solving.
- Built exceptional customer satisfaction by delivering friendly service.
- Achieved and surpassed sales targets consistently, contributing significantly to the company's growth and profitability.
- Showcased product features and benefits to drive sales.
- Closed large sales to exceed quota and align with company targets.
- Listened intently to customers to identify upselling opportunities.
- Studied competitors to develop innovative selling strategies.
- Delivered compelling presentations and product demonstrations to highlight features and benefits to prospective customers.
- Liaised with potential customers to determine needs and provide recommendations.
- Tailored communication and sales approaches to match diverse client needs and preferences.
- Mentored sales representatives to demonstrate proven sales strategies and apply best practices.
- Conducted comprehensive market research to identify potential clients and opportunities for business expansion.
- Leveraged social media and digital platforms to enhance brand visibility and engage with potential clients.
Restaurant & Bar Manager
Ararat
Bila Tserkva (Ukraine)
04.2008 - 06.2018
- Trained newly hired employees on service techniques, company procedures and safety processes.
- Maintained high standards of food quality by reviewing shipments, overseeing preparation and monitoring food safety.
- Worked closely with chef and cooks to determine menu plans for special events or occasions.
- Created and updated the food and beverage menus, considering customer preferences and seasonal ingredients.
- Handled customer complaints with diplomacy, resolving issues to maintain a positive dining experience.
- Managed team of staff, overseeing shift rotas, training, and performance to maintain high service standards.
- Trained Front of House (FOH) staff on restaurant policies and procedures, guest service techniques and communication skills to ensure positive experience.
- Established positive relationships with guests and employees, creating positive, energetic environment.
- Supervised daily bar and restaurant operations, including stock control, order placements, and inventory management.
- Coordinated with kitchen staff to streamline service delivery, reducing wait times for diners.
- Handled escalated customer complaints to provide full resolutions and promote loyalty.
- Identified, investigated and corrected restaurant service issues to maintain customer satisfaction.
- Analysed customer feedback to identify trends and areas for improvement, implementing changes to enhance experience.
- Fostered a culture of teamwork and excellence, motivating staff to achieve personal and collective goals.
Education
Principles of Team Leading
Lancaster and Morecambe College
Lancaster, LAN 10.2025 - Current
Diploma of Higher Education - Social Worker/Psychology
University "Ukraine"
Bila Tserkva (Ukraine) 09.2007 - 06.2011
Skills
- Customer service
- Team building
- Conflict resolution
- Cash handling
- Sales strategy
- Teamwork
- Staff training
- Guest interaction
- Customer service orientated
- Clear communication
- Cash handling accuracy
- Opening and closing procedures
- Patience under pressure
- Empathy towards customers
- Effective customer upselling
Languages
Ukrainian
Proficient
C2
Russian
Proficient
C2
Timeline
Principles of Team Leading
Lancaster and Morecambe College
10.2025 - Current
Food and Beverage Assistant
English Lakes "Lancaster House Hotel"
08.2024 - Current
Supervisor
Fell Brewery "The Royal Oak"
05.2022 - 06.2024
Restaurant Waiter
"Thornleigh" Hotel
05.2022 - 06.2024
Sales Executive
Eva Silver
07.2021 - 02.2022
Restaurant & Bar Manager
Ararat
04.2008 - 06.2018
Diploma of Higher Education - Social Worker/Psychology
University "Ukraine"
09.2007 - 06.2011