Melanie Velasquez
Birmingham,United Kingdom
Summary
Experienced in customer service management with a strong background in delegation and communication proficiency. Demonstrates expertise in legal compliance understanding, health and safety management, and COSHH assessments. Skilled in front-of-house operations, team leadership, staff scheduling, recruitment and hiring, employee motivation, profit margin optimization, and P&L oversight. Committed to driving operational excellence and achieving business goals through effective team management and strategic planning while keeping hospitality and guest experience as the chore of the everyday operation.
Overview
11
11
years of professional experience
2018
2018
years of post-secondary education
1
1
Certification
Work history
Assistant General Manager
Flight club-Birmingham
Birmingham
10.2023 - 11.2025
- Ensured compliance with health and safety standards, maintaining a secure workplace.
- Oversaw recruitment processes, successfully onboarding talented professionals.
- Managed inventory effectively to guarantee consistent resource supply.
- Led departmental heads, providing support for operational success.
- Established a harmonious work environment, enhancing employee morale.
- Assisted with budgeting, forecasting, and profit and loss analysis.
Duty Manager
Flight Club Darts-Birmingham
Birmingham, West Midlands
08.2021 - 11.2025
- Handled complaints professionally, leading to improved customer retention rates.
- Ensured customer satisfaction with prompt problem resolution.
- Sustained operational excellence with adherence to company policies and procedures.
- Liaised with suppliers regularly, maintaining strong business relationships.
- Oversaw stock checks and reordering, ensuring product availability at all times.
- Identified areas of improvement through regular performance assessments of staff members.
- Assisted in budgeting and forecasting activities to ensure cost-effectiveness.
FLOOR MANAGER
Mr. Fogg's Society of Exploration-London
London, UK
10.2019 - 08.2020
- Developed service standards centred on delivering memorable experiences.
- Maximised floor capacity to enhance sales.
- Conducted daily service operations.
- Trained new employees, elevating team performance levels.
- Oversaw staff performance reviews for improved productivity.
- Recruited and trained staff members, leading by example to consistently elevate store standards.
Manager in training
Mr. Fogg's Tavern and Gin Parlour-London
London, UK
02.2017 - 10.2019
- Completed one-year training programme covering health and safety, marketing, licensing, food management, and due diligence as an alcohol licence holder.
- Fulfilled floor manager responsibilities while collaborating with General Manager.
- Facilitated smooth daily operations in a busy two-floor venue in central London.
COCKTAIL WAITRESS
One Aldwych Hotel-London
London, UK
01.2016 - 01.2017
- Greeted new customers, discussed specials, and recommended food and drink options.
- Maintained customer satisfaction through timely table check-ins for food and beverage needs.
- Anticipated guest requirements to deliver proactive service.
- Coordinated with departments to enhance overall client experience.
- Reset and cleaned tables promptly to ensure efficient turnover and guest flow.
- Performed table setup procedures before opening hours for seamless operations.
- Upheld high standards of personal appearance and grooming for professional presentation.
COCKTAIL WAITRESS
Mr. Fogg's Residence-London
London, UK
09.2014 - 12.2015
- Greeted new customers, discussed specials, and recommended drinks from an extensive cocktail menu.
- Maintained customer satisfaction through timely table check-ins to assess needs.
- Anticipated guest needs and provided proactive service for exclusive clients.
- Built rapport with customers through friendly, personable interactions.
Education
Master of Science - ADDICTION STUDIES
King's College
London, UKBachelor of Science - PSYCHOLOGY
Universidad De Valencia
Valencia, ESSkills
- Customer service management
- Communication proficiency
- Legal compliance understanding
- Health and safety management
- Front-of-house operations
- Team leadership
- Staff scheduling
- Recruitment and hiring
- Employee motivation
- P and L oversight
Certification
- Personal Licence, Present
- First Aid Certification, 2025-11-01, 2028-11-01
Languages
English
Spanish
Italian
Timeline
Assistant General Manager
Flight club-Birmingham
10.2023 - 11.2025
Duty Manager
Flight Club Darts-Birmingham
08.2021 - 11.2025
FLOOR MANAGER
Mr. Fogg's Society of Exploration-London
10.2019 - 08.2020
Manager in training
Mr. Fogg's Tavern and Gin Parlour-London
02.2017 - 10.2019
COCKTAIL WAITRESS
One Aldwych Hotel-London
01.2016 - 01.2017
COCKTAIL WAITRESS
Mr. Fogg's Residence-London
09.2014 - 12.2015
Bachelor of Science - PSYCHOLOGY
Universidad De Valencia
Master of Science - ADDICTION STUDIES
King's College