Lucy Arnold
Nunhead,South East London
Summary
Exceeding expectation is my passion and my purpose!
A versatile & dynamic Hospitality professional with expertise in the Operational Management of high volume sites.
Skilled in offering welcoming and inclusive customer service, creating unforgettable guest experiences.
A warm & accomplished people Manager, experienced developing multiple staff to maximise potential & emulate company culture.
Proficient in IT, well spoken and well presented.
Overview
18
18
years of professional experience
2
2
years of post-secondary education
Work history
Shift Manager
The Watson's General Telegraph
Dulwich, South East London
05.2024 - Current
- Following relocation, I accepted a temporary role at The Watson's General Telegraph prior to a period of travel in October 2024.
- Supervising all team members in the delivery of food & beverages during busy periods.
- The organisation, set up and delivery of pre-booked, private events.
- Tracked employee performance, assessed daily output and implemented corrective actions to close gaps.
- Resolved staff and customer complaints, challenges and enquiries.
- Hosting the venue to encourage detailed feedback and improve customer satisfaction.
- Cash up, Opening/Closing procedures and compliance.
F&B Management & Consultancy Services
e.g. Distinct Hotels Group, G&J Leisure
Norwich, Norfolk
10.2022 - 02.2024
- Consultancy & Management services for a variety of venues experiencing operational inefficiencies during peak periods.
- Focus and development of existing team members to manage increase in footfall. Implementation of new operational procedures to streamline efficiency.
- Customer service training & focus on making disillusioned team members love their jobs again.
- Partnered with project management teams on developing scope and completion timelines to facilitate timely delivery of projects & Events.
Business Development Manager
Regency Guarding & Events Ltd
Braintree
06.2021 - 09.2022
- Served as a first point of contact for new and existing business in a successful Security Company.
- The formulation and training of a Recruitment team to manage increased demand, post-covid.
- Client Relationship management.
- Created effective marketing, sales and promotional initiatives to drive revenue.
- Managed escalated client enquiries with exceptional professionalism and enthusiasm to maintain trust and reliability.
Hospitality Consultant
Self-employed (e.g Barrington Hall, DVS Resources)
Cambridge
01.2019 - 05.2021
- Consultancy & Management Services for Licensed Premises. 8 - 12 week contracts (Various)
- Wedding and large Scale event organisation & delivery
- Identifying Stock Losses and introducing stringent processes to reduce waste and become more sustainable.
- Business Start Up (Tender Process & Business inception)
- Website Content creation & Development
- Staff Training & Development
Recruitment Consultant
TeacherActive Ltd
Chelmsford, Essex
02.2017 - 12.2018
- Responsible for the Primary Desk Management of a Successful, nation-wide recruitment agency.
- Working independently to grow the business through building & maintaining strong relationships.
- On boarded targeted number of candidates in order to fulfil growing desk requirement - offering support, advice and guidance throughout contracts.
- Followed all compliance procedures efficiently to achieve quick, safe and conscientious onboarding
- Worked successfully within the allowed margin for bookings and achieved promotion within my first 3 months.
Operations & Events Manager
Peri's Leisure
Norwich, Norfolk
08.2006 - 12.2016
- Control and responsibility for 4 licensed premises
- (Designated Premises Supervisor) Combined capacity of 3000+
- Liaison with local authorities to ensure compliance with up to date legislative change
- Event Organisation & Marketing
- Staff Recruitment, Training and scheduling for multiple sites
- Business Analysis - efficacy & profitability.
- Operational Management - FOH (Managing Finances, budgeting, Rotas, Stock Orders and par levels)
Education
NVQ Level 3 - AVCE Business Studies
Chelmsford College
Chelmsford, Essex 09.2003 - 07.2005
GCSEs -
Chelmsford County High School for Girls, Chelmsford
Personal License Holder -
BIIAB
Skills
- F&B Management
- Sales & Business Development
- Customer Service
- Attention to Detail and Anticipating Guests' Needs
- Strong Organisational Skills
- Events Management
- Staff Training, Development & Team Building
- Compliance
Timeline
Shift Manager
The Watson's General Telegraph
05.2024 - Current
F&B Management & Consultancy Services
e.g. Distinct Hotels Group, G&J Leisure
10.2022 - 02.2024
Business Development Manager
Regency Guarding & Events Ltd
06.2021 - 09.2022
Hospitality Consultant
Self-employed (e.g Barrington Hall, DVS Resources)
01.2019 - 05.2021
Recruitment Consultant
TeacherActive Ltd
02.2017 - 12.2018
Operations & Events Manager
Peri's Leisure
08.2006 - 12.2016
NVQ Level 3 - AVCE Business Studies
Chelmsford College
09.2003 - 07.2005
GCSEs -
Chelmsford County High School for Girls, Chelmsford
Personal License Holder -
BIIAB
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