Marisol Valle

CX & Service Design Execution: Oversee daily floor operations and guest touchpoints, ensuring high standards of customer satisfaction, smooth service pacing, and immediate resolution of customer feedback.

Workflow & Process Optimization: Coordinate cross-functional communication between front-of-house, kitchen, and management to streamline operational workflows during high-volume shifts, reducing bottlenecks and wait times.

Team Leadership & Agile Support: Supervise, coach, and support shift personnel, fostering an adaptable team culture focused on continuous improvement, operational efficiency, and brand compliance.

Performance & Quality Standards: Audit service standards, floor cleanliness, and inventory management, using operational insights to drive shift profitability and team performance.

Brand Standards & Quality Governance: Audited and enforced strict brand standards and service protocols across operational touchpoints, ensuring consistent high-end customer experience (CX) delivery and operational compliance.

Service Design & Journey Customization (Private Dining): Managed end-to-end bespoke event customer journeys as Private Dining Room Manager, aligning cross-functional kitchen, front-of-house, and logistics workflows to elevate client satisfaction and drive repeat event revenue.

National Innovation & Program Rollout: Designed, piloted, and launched the "Developing Your People" training curriculum, which was adopted group-wide across all national Bill's locations to standardize staff onboarding and operational performance.

Workflow & Service Optimization: Monitored service pacing and shift flow to eliminate operational bottlenecks, significantly reducing guest wait times during peak footfall.

Data-Driven Performance & CX Enhancement: Leveraged EPOS transaction data, guest feedback, and P&L metrics to re-engineer customer complaint resolution processes, optimize resource allocation, and enhance customer retention.

Stakeholder Alignment & Leadership: Served as the central liaison between front-of-house teams, executive kitchen leadership, and upper management to proactively resolve service friction points and mentor shift personnel.

Commercial Growth & Sales Execution: Implemented targeted floor layout enhancements, customer service initiatives, and promotional cross-selling strategies, successfully driving a 10% increase in sales per quarter.

Customer Touchpoint & Experience Management: Directed retail floor operations and customer service delivery across all store departments, maintaining brand presentation, visual merchandising, and service excellence.

Resource & Capacity Planning: Oversaw rota management, staffing allocation, and labor budgeting to match peak customer footfall windows and optimize shift productivity.

Team Leadership & Development: Conducted ongoing training and coaching programs for store colleagues, upskilling staff to elevate service quality and team performance.

Safety & Regulatory Compliance: Audited store operations and enforced strict adherence to health, safety, and corporate legislation to ensure operational risk mitigation.