Leigh Hitchcott

• Built positive customer experiences by creating welcoming and friendly environment with top quality service.
• Enhanced customer satisfaction by promptly addressing and resolving complaints.
• Managed restaurant and bar booking via Collins to organise guest lists and avoid double bookings.
• Reconciled POS data with receipts and cash on hand to enforce proper cash-handling and recordkeeping.
• Delivered functions and events to required standards in collaboration with events coordinator.
• Sought out and implemented methods to improve service and team performance to champion consistent customer service
• Recognised and formally acknowledged outstanding staff performance, boosting team morale and productivity.
• Created resource packs to enhance the learning and development of the bar team to ensure strong knowledge of products
• Ensured the smooth running of day-to-day operations as a Duty Manager
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• Utilised multi-line telephone system to manage incoming calls effectively.
• Completed data entry tasks whilst adhering to strict deadlines.
• Enhanced customer satisfaction by efficiently managing all front desk enquiries.
• Answered and directed incoming calls to relevant staff members using multi-line telephone system.
• Collaborated effectively with customers and staff to maintain smooth-running company operations.
• Delivered polite, professional customer service to enhance business reputation through positive first impressions.
• Maintained clean and orderly reception area to impress and welcome visitors.
• Captured and processed client information, entering data into online systems for wider company use.
• Filed and maintained invoices, customer records and other paperwork to facilitate ease of retrieval.
• Handled database updates and digital file management aligned with data security and integrity requirements.
• Developed and maintain accurate spreadsheet in relation to our Christmas package to ensure all guest needs are catered for and staff are aware of any changes.
• Used excel formulars to ensure payments are kept track of, including pie charts for visual representation.
• Proactive role in organising the Christmas package, including creating itineraries for both staff and guest, welcome letters, closure notices, and scheduling.
• Created a Christmas handbook for staff which is continuously updated with new information regarding the package, ensuring everyone is informed and synchronised in their communication with guests.

In this role I have gained a lot more experience in:

• Conducting regular inspections to ensure cleanliness in all bar and Front of House areas.
• Trained Front of House staff on guest service techniques and communication skills to ensure positive experience.
• Monitoring service periods and realigned team positions to provide optimal coverage to meet customer demands.
• Established positive relationships with guests and employees, creating positive, energetic environment.
• Handled escalated customer complaints to provide full resolutions and promote loyalty.
• Regularly entrusted with the overall management of the restaurant in the restaurant managers absence.

• Directed visitors and clients to appropriate staff, ensuring efficient service delivery.
• Wrote professional letters, memos and emails for internal and external business communication.
• Collected and distributed incoming mail, employing strict confidentiality throughout.
• Greeted guests warmly upon arrival, creating a positive first impression of the organisation..
• Solved administrative and customer service issues with knowledgeable assistance and friendly support.
• Managed high volume of incoming calls from multi-line telephone system and documented messages.
• Received payments for reservations, third party products and food and beverage items and updated balances in computer.

• Maintained clean, organised bar in line with hygiene regulations.
• Conducted ID checks in line with Challenge 25 rules and regulations.
• Prepared and served coffee, espresso drinks and cocktails to provide beverage varieties and options.
• Optimised customer experience, serving each guest with sincere, positive and enthusiastic attitude.
• Greeted and seated guests to establish prompt, high quality service.
• Processed cash, credit card and voucher payments to fast track process.
• Maintained brand image by keeping neat personal appearance. Influenced customer decision-making by applying upselling and cross-selling techniques.
• Mixed drinks and served wine, beer and non-alcoholic beverages for multiple guests simultaneously.
• Conducted regular counts of bar stock, promptly restocking to ensure all beverages remained available for guests

• Created table plans to ensure the space was used more effectively and improve customer flow.
• Demonstrated full knowledge of all menu items, contents and preparation methods to provide suggestions based on customer preference.
• Facilitated smooth operations by keeping bar area well-stocked throughout each shift.
• Monitored ice machine production and filled drink ice dispensing bins to keep steady supply.
• Processed cash, credit card and voucher payments to fast track process.
• Demonstrated friendly and approachable bar service, proactively anticipating customers' needs to provide personalised experience.
• Confirmed customers' ages for alcohol service and discontinued service to intoxicated guests.
• Remained flexible with scheduling to facilitate coverage during high-traffic service hours.
• Worked well within a cohesive team to create friendly atmosphere customers enjoyed.

• Assigned and graded class work, homework and tests to further assess student progress and identify areas for improvement.
• Shadowed classroom teachers to learn best practices to align with teaching style.
• Closely monitored student behaviour for safety and well-being while reporting changes or concerns to parents and appropriate school personnel.
• Boosted learning and knowledge by attending regular training and workshops and applying new expertise within lessons.
• Treated all children equally regardless of race, religion, culture, or disability to elevate students' sense of self-worth.
• Supervised classroom activities, ensuring students remained focused and engaged.
• Collaborated with department teachers to design effective lesson plans, curriculum and extracurricular activities, engaging students' interest.
• Helped students overcome educational difficulties by providing extra assistance, feedback and encouraging them to participate in extracurricular activities

• Demonstrated consistent hard work and dedication to achieve results.
• Requested by multiple venues to sell the product due to proven sales records.
• Entrusted with supporting new members of the team, training and cashing up.
• Established relationships with managers and venue staff to ensure a positive work environment.
• Developed excellent working knowledge of industry trends and improvements in processes.

• |Developed communication skills, flexibility, and adaptability in any situation.
• Performed maintenance tasks, including pool water testing, ensuring a clean, safe and accessible facility for patrons.
• Cleaned, assembled and dismantled pool equipment after every shift.
• Routinely completed safety update training and enforced safety rules.
• Facilitated seamless transition between shifts by completing comprehensive handovers.
• Optimised customer service by resolving issues quickly and courteously.
• Performed rescue and first-aid operations as required, administering medical assistance to minimise injury.
• Carefully supervised patrons to maximise safety, enhancing enjoyment of facilities and preventing injury, misuse or damage.
• Completed required paperwork such as incident reports. Remained alert and attentive to provide appropriate support during peak pool hours.
• Kept pool areas clear and tidy, ensuring regular cleaning to avoid risk of slips and trips.
• Addressed rule breaks quickly and professionally, advising customers of appropriate pool behaviour.