Lauren Orsler
Modbury,Devon
Summary
Driven management professional offering 10 years of experience in competitive work settings. Focused and motivational mentor adept at challenging team members to meet and exceed company goals. Hardworking brings proven success in overseeing administrative areas. Knowledgeable about best methods for managing resources, schedules and personnel to achieve objectives.
Tech-savvy and always looking for improvement opportunities. Administrative leader experienced in business operations and team oversight. Seeks opportunities to improve processes, procedures and practices. Excels with minimal supervision and decisively approaches problems. Loyal employee with solid understanding of training and mentoring employees. Dedicated team player, proactive and hands-on in task completion. Reliable with hotel, bars, restaurants, holiday parks industry experience. Offers excellent communication and good judgment to effectively meet team needs.
Experienced working in team environments. Reputation for hard work, punctuality and willingness to learn new things. Enthusiastic manager with over 10 years of experience. Secures team success through hard work, attention to detail and excellent organisation. Shares knowledge to achieve results.
Overview
11
11
years of professional experience
3
3
years of post-secondary education
Work History
Owner and Guest Experience Manager
Parkdean Resorts
KINGSBRIDGE, Devon
07.2022 - Current
- Optimised daily operations to achieve maximum efficiency and cost-effectiveness.
- Selected and procured industry-leading software and innovations to support operational efficiency.
- Conducted annual performance reviews to deliver constructive feedback and promote employee growth.
- Promoted company products and services on social media to increase brand awareness.
- Supervised staff to deliver top-quality service in alignment with company objectives.
- Reviewed financial data and reports to formulate annual and quarterly budgets.
- Applied customer feedback to inform business strategy and foster continued loyalty.
- Navigated complex business challenges and made sound decisions to achieve long-term success.
- Forecasted sales figures and aligned inventory with expected demand.
- Facilitated team-building and morale-boosting activities to support employee satisfaction.
- Assessed operational performance, evaluating KPIs to identify and resolve underperforming areas.
- Developed and executed comprehensive business strategy, aligning organisational goals with market opportunities and competitive landscape.
- Addressed operational inefficiencies, implementing actionable improvements to support business growth.
- Collaborated with marketing personnel to identify and promote brand mission, values and vision.
- Developed winning sales strategies to drive revenue.
- Facilitated ongoing website updates and maintenance to align with brand evolution.
- Recorded customer communications to maintain proper documentation.
- Offered detailed advice on product and service benefits.
- Met customer call guidelines for service levels and handle time.
- Maximised sales revenue growth by successfully identifying up- and cross-selling opportunities.
- Collaborated closely with sales department to identify, support and maximise expansion opportunities.
- Tracked orders and processed refunds for new and existing customers.
- Resolved complaints by ensuring appropriate and timely compensation, boosting customer satisfaction levels.
- Facilitated conflict resolution by implementing protocols and investigating issues through to completion.
- Collaborated with staff members to enhance customer service experience and exceed client satisfaction rate targets.
- Tracked and documented metrics and evaluated trends to inform future strategies.
- Drove customer retention, building engaging relationships through every interaction.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Used excellent telephone manner to optimise customer experience, promptly cutting complaints.
- Followed up on unresolved customer issues to investigate and resolve problems.
- Responded to customer requests with friendly, knowledgeable service and support.
- Completed documentation and logs each day, generating detailed weekly reports.
- Supported continuous improvement initiatives, collecting customer feedback to inform future business processes.
- Managed workflow to continuously exceed quality service goals.
- Provided information regarding warranties, promos and loyalty programs to enhance customer satisfaction.
- Enhanced customer satisfaction ratings by managing client enquires through to resolution.
Store Manager
Co-op Food
Dartmouth, Devon
03.2020 - 07.2022
- Monitored stock levels and wrote timely order supply requests to replenish merchandise.
- Optimised store performance through continuous evaluation of existing processes and identifying improvement opportunities.
- Supported the team and gained a very good feedback survey which increased by over 50% positive.
- Kept awareness of competitor activity and developed ideas to promote store.
- Analysed daily and weekly sales results and maintained ongoing, productive dialogue with area manager and peers on sales performance.
- Completed opening and closing procedures each day.
- Built brand loyalty by promoting company loyalty schemes, hosting events and engaging with repeat customers.
- Understood what drives overall business success and prioritised and delivered quality results.
- Maximised profitability through efficient budgeting and identified opportunities for growth.
- Maintained strong partnership with Operations Manager to keep alignment and timely communication.
- Led regular staff performance reviews to provide guidance and support for individual development.
- Assisted in recruiting, hiring and onboarding store staff.
- Stocked and restocked inventory upon delivery receipt, maintaining accurate supply records.
- Solicited customer feedback to understand customer needs and constantly improve product offerings.
- Enforced licensing laws, health and safety regulations and all regulatory guidelines and legislation at all events.
- Upheld positive and proactive approach to challenges, using initiative and demonstrating commitment and flexibility.
- Oversaw daily store cleaning and general store maintenance to keep high company standards.
- Challenged and inspired team members to achieve business results.
- Set SMART goals for store team, developing staff abilities and increasing sales performance.
- Exceeded sales targets consistently by assisting customers in selecting and purchasing merchandise.
- Provided excellent customer care through prompt complaint resolution and quality of service.
- Checked invoices from suppliers against physical stock records to identify discrepancies.
- Acted as liaison between staff and management to improve store performance.
Hotel Duty Manager & Wedding Coordinator
The Royal Castle Hotel
Dartmouth
08.2016 - 08.2018
- My role as a Duty Manager is the direct oversee of the daily operations of the Hotel
- Most days we have a function or event of so sort which will need my attention
- I often have just over 80 (or 30 - see below?) members of staff on shift which are all under my care and responsibility- these departments consist of all FOH staff, Housekeeping, Kitchen porters, Kitchen, Reception, Night managers, Restaurant and Hotel supervisors who work directly below me
- I ensure they are all working efficiently and provide a positive working environment for them
- My role as a Duty Manager here is very “hands on” and I do much more than the average job description role.I have learnt to become a very good function planner and a hotel wedding co-ordinater over the years
- This is where I excel and have made a significant financial contribution for the hotel, always receiving great feedback from the customers, brides and grooms
- Many of the weddings I have managed have been outside catering events, working closely with the client to achieve a memorable day
- I am also very involved with the process of hiring staff within the hotel
- I would be the first port of contact for a front of house applicant; I would follow through with the interview process, taking up references and implementing training matrixes
- I run inductions for anyone new joining the establishment and I am also responsible in carrying out 6 monthly appraisals for front of house and restaurant teams
- Another responsibility I took on was to look after the gross profit margins for the kitchen in the most recent months
- This was incredibly hard but working alongside with the Head chef and the Sous chef together we have managed to increase the margins and gross profits in a matter of months
- This was mainly achieved by closely monitoring ie not to over order, correctly checking in deliveries ,stock rotation, running stock down, food wastage, portion control and ensuring that daily specials/ menus have the correct pricing in line with the GP
- I recently tasked a new initiative, this involved writing two new breakfast menus, one for the bars and one for our restaurant which is predominately for the hotel residents- this has been hugely successful and we have now achieved new repeat custom from non residents
- The new menu was designed to meet all expectations of existing customers and new customers
- As a result of this success I have found myself becoming more involved with the food side of the hotel - I have very much enjoyed this experience and would like to be involved/share this initiative with a new establishment, if the opportunity arises Another key strength for me is my organisational skills, for example my responsibility to organise the completion of staff rotas and ensuring the correct member of staff are in the right places to maximise profits.
- Oversaw daily operations to achieve high productivity levels.
Bar/Waiting Staff
The Royal Castle Hotel
Dartmouth
12.2014 - 05.2015
- Excellent customer service and communication skills
- Extensive bar knowledge including cocktail repertoire, wine and craft beer
- Able to conduct full a-la-carte sequence of service
- Barista experience, including good understanding of texturing milk, grind and various types of coffee
- Cash handling, counting and banking using Microsoft Excel software
- Proficient in using and programming tills using ICR Touch Software
- Cellar maintenance.
Hotel Supervisor & Wedding Coordinator
The Royal Castle Hotel
Dartmouth
01.2014 - 01.2015
- Managing a team of 30+ front of house staff, including running weekly staff training sessions and carrying out disciplinary action if needed
- Dealing with customer complaints on TripAdvisor and in person
- Stock ordering and rotation, creating relationships with suppliers and introducing new lines
- Creating rotas using Rotaville/planday software
- Reception training including answering calls, taking bookings, group bookings upselling packages and dealing with customer queries
- Proficient in Reslynx and Outlook softwares
- Planning and running functions including weddings, from custom menus and pricing to room decor.
- Increased revenue by upselling and recommending products.
- Built customised, tailored wedding packages that consistently exceeded client expectations.
- Negotiated costs with suppliers to meet client event budgets.
- Arranged and coordinated catering and signage with external providers.
- Hired temporary event staff based on budgets, event size and specialised skills required.
- Welcomed guests into venues, showing them to tables and providing menus.
- Promoted seasonal offers to maximise event space bookings.
- Obtained best prices for external services through research, building relationships and negotiation.
- Supervised external contractors to achieve successful events.
- Designed event set-up and displays to match client requests.
Bar/Waiting Staff
The Creeks End
Kinsbridge
05.2013 - 12.2014
- The Creeks End Inn is a very busy pub in the heart of Kingsbridge where I am a bartender and waitress
- My duties include serving customers food and drink, checking identification ensuring the customer is old enough, clean glasses, and bar equipment
- Stocking the bar with beer, wine and other related supplies such as ice, fruit, napkins and straws
- Taking table bookings and serving food to large parties
- And at the end of the night clear down the bar and make sure it was clean for the next day.
Education
GCSE's X 7 grades A-C (2005) 2 A levels (Diploma) -
CACHE Level 3 Diploma in Childcare and Education (2007) - undefined
Responsible Service of Alcohol- NSW (2013) - undefined
NVQ Level 2 Food and Beverage -
RLSS UK Level 3 Award in First Aid at Work - First Aid
RLSS UK
Kingsbridge, Devon 03.2023 -
WSET Level 2 Wine and Spirits - WSET
WSET Level 2 Wine and Spirits
Dartmouth, Devon 01.2016 -
SIA Licence - Security
SIA Licence
Dartmouth, Devon 03.2016 - 03.2019
Personal Licence - Alcohol licensing
South ham Council
Dartmouth, Devon 01.2015 -
Skills
- Performance development planning
- Coaching leadership
- Opportunities identification and creation
- Systems and automation applications
- Workforce development
- SMART goal setting
- Customer rapport
- Supply negotiation
- Logistical planning
- Department management
- Guest experiences
- Cash handling
- Staff supervision
- Special event coordination
- Community relations
- Guest accommodations
- Brand management
- Telephone etiquette
- Policies and procedures
- Sales strategies
- Training and mentoring
- Service management
- Front desk operations
- Employee development
- Revenue forecasting
- Dispute resolution
- People management
- Guest experience improvement
- Inspection paperwork
- Safety awareness
- Safe equipment operations
- Record-keeping
- Recruitment
Timeline
RLSS UK Level 3 Award in First Aid at Work - First Aid
RLSS UK
03.2023 -
Owner and Guest Experience Manager
Parkdean Resorts
07.2022 - Current
Store Manager
Co-op Food
03.2020 - 07.2022
Hotel Duty Manager & Wedding Coordinator
The Royal Castle Hotel
08.2016 - 08.2018
SIA Licence - Security
SIA Licence
03.2016 - 03.2019
WSET Level 2 Wine and Spirits - WSET
WSET Level 2 Wine and Spirits
01.2016 -
Personal Licence - Alcohol licensing
South ham Council
01.2015 -
Bar/Waiting Staff
The Royal Castle Hotel
12.2014 - 05.2015
Hotel Supervisor & Wedding Coordinator
The Royal Castle Hotel
01.2014 - 01.2015
Bar/Waiting Staff
The Creeks End
05.2013 - 12.2014
GCSE's X 7 grades A-C (2005) 2 A levels (Diploma) -
CACHE Level 3 Diploma in Childcare and Education (2007) - undefined
Responsible Service of Alcohol- NSW (2013) - undefined
NVQ Level 2 Food and Beverage -
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