Michael Childers
Prudhoe,northumbria
Summary
Accomplished professional with extensive expertise in retail operations, customer service, and business administration. Demonstrates proficiency in Microsoft Office Suite, stock control methods, and sales promotion techniques. Adept at managing budgets, handling complaints with excellence, and ensuring quality assurance. Skilled in staff management, training, and motivation to enhance team performance. Possesses strong decision-making prowess and resilience under pressure. Committed to strategic planning and process updating to drive organisational success.
Leads by example
Personable Duty Manager versed in meeting diverse guest needs in high-volume hospitality environments. Maintains accurate and updated reservations to support continuous availability. Oversees operations to proactively address challenges.
Overview
21
21
years of professional experience
7
7
years of post-secondary education
Work history
Duty manager
Atlas Hotels Ltd
Newcastle Upon Tyne, Newcastle upon Tyne
2005.07 - Current
- Identified areas of improvement through regular performance assessments of staff members.
- Maintained cleanliness standards, resulting in positive customer feedback.
- Handled complaints professionally, leading to improved customer retention rates.
- Managed front-of-house operations to maintain a high level of service.
- Training of procedures in line with company policys and upgrade in company policys
- Streamlined workflow processes, enhancing overall efficiency of the establishment.
- Handled cash transactions accurately for financial integrity.
- Liaised with suppliers regularly, maintaining strong business relationships.
- Oversaw stock checks and reordering, ensuring product availability at all times.
- Conducted training sessions for new employees, enhancing team competence.
- Ensured customer satisfaction with prompt problem resolution.
- Met sales targets consistently by motivating the team towards achieving common goals.
- Promoted a safe working environment by enforcing health and safety regulations strictly.
- Assisted in budgeting and forecasting activities to ensure cost-effectiveness.
- Delivered excellent customer service through effective communication skills.
- Implemented promotional initiatives for increased footfall during off-peak hours.
- Achieved smooth daily operations by overseeing staff and delegating tasks efficiently.
- Led by example, embodying positive work ethic and motivating staff for peak performance.
- Managed customer service interactions, addressing concerns and preserving positive experiences.
- Handled guest complaints to protect brand reputation.
- Responded to customer concerns with speed and knowledge, delivering professional, personalised service.
- Oversaw emergency procedures and administered first aid.
- Inspected facility to identify and promptly address maintenance needs.
- Wrote end of shift reports to facilitate service continuity.
- Monitored and enforced compliance with company policies and procedures.
- Executed emergency response protocols for safe, secure and compliant environment.
- Met health and safety guidelines to maintain compliant working environments.
- Adhered to company policies and brand standards to support outstanding guest experiences.
- Identified training needs and opportunities to provide Continued Professional Development (CPD) for staff.
- Directed activities of staff to maximise service availability and play to teams' strengths.
- Increased brand recognition within niche using evidence-based marketing practices.
Education
Diploma of Higher Education - Graphic Design
Newcastle College
Newcastle upon Tyne 1994.09 - 1999.09
NVQ Level 2 -
City & Guilds Wet Work Corgi
Newcastle upon Tyne 2005.09 - 2007.09
Skills
- Microsoft office suite proficiency
- Stock control methods
- Customer retention methodologies
- Retail operations understanding
- Sales promotion techniques
- Basic accountancy
- Scheduling efficiency
- Space organisation
- Decision-Making prowess
- Financial prudence
- Complaint handling excellence
- Technical equipment operation
- Business administration knowledge
- Quality assurance knowhow
- Complaint resolution proficiency
- Supply chain understanding
- Budget management expertise
- Point-Of-Sale system proficiency
- Knowledge of licensing laws
- Customer relations
- Conflict management
- Staff training
- Room and floor inspections
- Staff management
- Customer retention strategies
- Inventory oversight
- Front desk operations
- Health and Safety regulations
- Hospitality
- Service Management
- Customer relations expertise
- Process updating
- Lobby management
- Staff motivation
- Point of sale knowledge
- Staff rota management
- Resilience under pressure
- Professional ethics
- Crisis resolution
- Cloud computing basics
- Time efficiency
- Digital marketing understanding
- Communication proficiency
- Invoice processing
- Customer Service
- Cultural awareness
- Team Leadership
- Product knowledge
- Equipment Maintenance
- Resourcefulness
- Strategic planning
Affiliations
- Long Distance Cycling
- Wood Working
- Pottery
- Landscaping
Accomplishments
“With 25 years of dedicated experience in guest and customer relations, I have developed a strong ability to connect with others through advanced empathy and professionalism. I consistently apply a resilient, solutions‑focused mindset, striving to make the best of every situation. My commitment to exceptional service is reflected in the frequent praise and positive feedback I receive from guests for my conduct, care, and high standards.”
Timeline
NVQ Level 2 -
City & Guilds Wet Work Corgi
2005.09 - 2007.09
Duty manager
Atlas Hotels Ltd
2005.07 - Current
Diploma of Higher Education - Graphic Design
Newcastle College
1994.09 - 1999.09