Kristina Ivanova

Runcorn,Cheshire

Summary

Highly experienced hospitality leader with over 8 years service at Stonegate Group and 4 years as an Assistant manager.Currently entrusted with full operational responsibility for the site following General Manager resignation. Known for leading with integrity and stabilising the team during periods of uncertainty, and protecting both comercial performance and brand standards. Commercially astute, people-focused and confident operating at full General Manager level.

Passionate about hospitality, customer experience, leading and engaging teams.
Confident, highly driven, experienced and reliable individual.
I believe I possess the required communication skills, flair and determination needed to attract customers, drive sales and develop a business. To accompany this, I believe in leading from the front, being methodical in my approach to achieving targets, being highly organised and consistently self-motivated.

Overview

years of professional experience

2015

years of post-secondary education

Work history

Assistant General Manager / Acting Holding manager

Stonegate Group

The Queens Head, Frodsham, Cheshire

12.2017 - Current

Promoted from Team Leader to Assistant Manager within 9 months.
Currently leading the business following General manager resignation, ensuring operational stability and continuity
Hold full responsibility for staffing levels, rota and efficiency planning, forecasting and budget adherence
Lead recruitment, interviews, onboarding and ongoing development of team members
Manage performance, conduct, grievances and disciplinary processes in line with company policy
Ensure full compliance with health and safety, licensing and legal requirements
Drive sales through events, promotions, social media and strong local community engagement
Personally handle complex customer issues to protect reputation and guest experience
Act as a main point of contact between site and senior management during transition
Develop team leaders and managers through coaching and structured progression planning
Motivated management and staff teams to consistently deliver high quality, customer-focused service.
Tracked business profit and loss to improve budgeting and forecasting.
Developed, implemented and managed business plans to promote profitable food and beverage sales.
Assumed ownership of team productivity and managed work flow to meet or exceed quality service goals.
Actively pursued personal learning and development opportunities.

Head bartender

TRG Concessions

The Smithfield, Luton Airport

03.2016 - 12.2017

Promoted bar through advertising, by hosting special events, and by establishing partnerships with area businesses to drive customer traffic.
Inspected customer identification to verify age against legal standards.
Completed accurate end-of-day financial routines for cash and card transactions.
Resolved complaints calmly and professionally to achieve positive customer outcomes.
Built loyal customer base by creating welcoming environment with top quality service.
Led by example in providing customers with attentive, professional restaurant service.
Created team building initiatives to encourage upselling and meet revenue targets.
Grew restaurant profits through improved marketing and staff development initiatives.
Oversaw bar record-keeping and stocktaking for organised and profitable operations.
Coordinated daily replenishment and stock resets to maintain organised, tidy bar space.
Built and maintained displays of spirits, enticing guests to make purchases.
Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
Trained new team members with positive reinforcement and respectful, motivational coaching.
Led performance reviews and tailored employee feedback to facilitate professional development.
Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
Reported on team performance to higher leadership, proactively offering action for areas of improvement.
Motivated management and staff teams to consistently deliver high quality, customer-focused service.
Translated senior management directives into actionable front-line policies and implemented changes with staff.
Designed and implemented training to further develop staff based on business goals.

Bartender

Hilton Worldwide

Hilton London - Paddington, London, London

09.2014 - 03.2016

Welcomed guests with friendly conversation and fun atmosphere.
Set up bar area daily with clean furniture, supplies and beverage stock for typical bar demands.
Inspected customer identification to verify age against legal standards.
Followed food safety and hygiene requirements to protect guests.
Promoted bar through advertising, by hosting special events, and by establishing partnerships with area businesses to drive customer traffic.
Built and maintained displays of spirits, enticing guests to make purchases.
Coordinated service with front-of-house and hospitality teams for seamless client care.
Completed bookings and reservation amendments using hospitality property management software.
Created warm, friendly atmosphere through positive guest interactions.
Served food and beverages, going the extra mile to deliver personalised customer service.
Handled complaints and conflict with diplomatic approach.
Kept reservations systems up-to-date for clear availability management.
Encouraged customer feedback to deliver information to management for process improvements.

Education

Bachelor of Business Administration - Marketing and Management of Hospitality Businesses

Burgas Free University

Bulgaria

10/2009 - 03.2014

Skills

Full site leadership and day-to-day operational control
Profit and loss ownership, budgeting and cost managment
Revenue growth through events, promotions and local marketing
Recruitment, onboarding, training and succession planning
Health and safety compliance, audits and risk mitigation

Customer experience management and complaint resolution
Team engagement, retention and culture development
Crisis managment and business continuity

References

References available upon request.

Timeline