Nicola Lancaster
Summary
After working across multiple sectors, I have found a home in hospitality which I have enjoyed more than all other employment. From entering the industry as a front of house worker, to finally operating as the manager and owner of Whistles Tea Room, I have learnt and enhanced every aspect of the role and ran a very successful business. During my leadership, we took the cafe to a 5 star hygiene rating and have multiple five star reviews for our food and service. The thing I am most proud of is the low turnover of staff and the high percentage of returning customers. I have always operated with integrity, fairness, high standards and the will to improve, listen and develop the cafe, the staff and myself. Our values at Whistles have been uncompromised during my tenure as owner, exceptional quality, consistency, empowerment and above all creating a safe, pleasant and welcoming environment.
Overview
22
22
years of professional experience
Work History
Cafe Owner
Whistles Eccleston Ltd
St. Helens, Merseyside
08.2022 - 07.2026
- Managed daily operations of a busy café, overseeing staff, inventory, and customer service.
- Managed and maintained consistently high levels of service within a fast paced environment.
- Cultivated a welcoming and friendly ethos within the cafe to ensure that customers and staff felt valued.
- Recruited, managed and led a strong, motivated team of staff and fostered a positive and encouraging working environment.
- Created and frequently updated a varied menu to appeal to old and new customers alike.
- Baked all cakes and sweet treats served in the cafe.
- Estimated food needs to place orders with distributors and schedule deliveries of fresh food and supplies.
- Used social media to expand reach and build customer base.
- Managed all financial functions such as operations budgeting, accounts payable and payroll.
- Organised staff rotas to ensure optimal staffing levels, maximising operational efficiency.
- Analysed customer feedback to identify areas for improvement.
- Hosted successful events and private functions, including private baby showers etc, seasonal family events and charity events.
- Maintained safe workplace by complying with Environmental Health regulations and food safety standards. This included creating and implementing all hygiene processes such as cleaning rotas and record keeping.
- Worked with all staff to ensure safe processes for offering and preparing foo.d and drink for special dietary requirements
- Managed the maintenance of the cafe building, appliances and equipment in line with safety standards .
- Trained newly hired employees on service techniques, company procedures and safety processes.
- Developed staff by providing ongoing feedback, establishing performance expectations and conducting performance reviews.
- Established strong relationships with local businesses and community and charitable organisations, to build the cafes profile
Cook and cafe assistant
Whistles Tea Room
St. Helens, Merseyside
01.2018 - 08.2022
- Worked across all roles within the cafe, including kitchen and front of house.
- Created and baked cakes to be served in the cafe.
- Worked effectively within a small team, demonstrating excellent communication skills and persistenly striving for improvement.
- Displayed positive and friendly attitude towards customers and fellow team members.
- Successfully operated all cafe equipment including a professional coffee machine, panini press and commercial dishwasher
- Maintained clean, safe environment and high standards of hygiene by adhering to sanitation and safety requirements.
- Listened to customer complaints or suggestions and offered suitable solutions, providing outstanding customer experiences.
- Monitored cooking equipment maintenance, scheduled repairs, and replacements to ensure operational functionality.
Cook
The Cherry Orchard
St. Helens, Merseyside
08.2020 - 01.2021
Cafe Assistant
REDS
St. Helens, Merseyside
05.2017 - 12.2017
Learning Assistant
Rainford High School
St. Helens, Merseyside
12.2016 - 05.2017
- Assisted class teachers in delivering the curriculum to pupils with additional needs.
- Assisted teachers in managing class behaviour using positive reinforcement and rewards schemes.
Learning Assistant
Broad Oak Primary School
St. Helens, Merseyside
03.2013 - 12.2016
- Worked as a classroom learning assistant across all EYFS, KS1 and KS2 ages.
- Worked effectively within a large and dynamic staff team
Work Related Learning Manager (maternity cover)
Rainhill High
12.2010 - 08.2011
- Implemented, monitored and maintained work experience and placements for KS3 and 4 pupils.
- Worked closely with pupils to identify their individual needs.
- Worked with outside agencies to identify high quality placements and experience for pupils
St Helens Area Coordinator- Find Your Talent
National Musuems Liverpool
Liverpool/ St Helens , Merseyside
03.2009 - 08.2010
- Government pathfinder programme
- Worked with a range of cultural partners in Liverpool (National Museums Liverpool, Tate, Liverpool Philharmonic) to offer arts projects to a group of schools within St Helens.
Groups Development Worker
Wigan and Leigh Council for Voluntary Service
03.2007 - 03.2009
- Worked within a small team assisting a range of Children and Young People's Voluntary Groups and Charites
- Provided information on and supported with all aspects of setting up and effectively running these groups, including funding and maintaining effective safeguarding standards.
Community Fundraiser
Willowbrook Hospice
St Helens , Merseyside
08.2004 - 03.2007
- Designed, planned and ran a variety of small to large fundraising events, from Christmas fayres to to charity balls and bike rides.
- Supported and managed groups of fundraising volunteers.
- Worked with hospice staff to design and implement effective awareness raising approaches.
Education
Post Graduate Diploma in Education - Primary Education
Edge Hill University
Ormskirk01-2011
Bachelor of Arts - English Literature
University of Sheffield
Sheffield01-2005
A-Levels - History, Fine Art, English Literature and General Studies
Carmel College
St Helens 01-2001
GCSEs -
De La Salle Secondary School
St Helens01-1999
Skills
- Customer service
- Creative thinking
- Community engagement
- Staff management
- Team Leadership
- Effective communication
- Efficient multitasking
- Self-motivation
- Cooking and baking
Timeline
Cafe Owner
Whistles Eccleston Ltd
08.2022 - 07.2026
Cook
The Cherry Orchard
08.2020 - 01.2021
Cook and cafe assistant
Whistles Tea Room
01.2018 - 08.2022
Cafe Assistant
REDS
05.2017 - 12.2017
Learning Assistant
Rainford High School
12.2016 - 05.2017
Learning Assistant
Broad Oak Primary School
03.2013 - 12.2016
Work Related Learning Manager (maternity cover)
Rainhill High
12.2010 - 08.2011
St Helens Area Coordinator- Find Your Talent
National Musuems Liverpool
03.2009 - 08.2010
Groups Development Worker
Wigan and Leigh Council for Voluntary Service
03.2007 - 03.2009
Community Fundraiser
Willowbrook Hospice
08.2004 - 03.2007
Post Graduate Diploma in Education - Primary Education
Edge Hill University
Bachelor of Arts - English Literature
University of Sheffield
A-Levels - History, Fine Art, English Literature and General Studies
Carmel College
GCSEs -
De La Salle Secondary School