PAULA HEATH

Oversee café operations in Morrisons Yeadon and managed the entire store's rota shifts.

• Streamlined operations for increased efficiency through effective staff scheduling.
• Monitoring and achieving NPS targets
• Enhanced customer satisfaction through prompt and professional service delivery.
• Coordinated kitchen staff and servers during peak hours to ensure seamless service.
• Delivered in-depth training to customer-facing staff, promoting strong service performance.
• Managed inventory to avoid stock shortages or excesses.
• Analysed operations to improve café efficiency and service levels.
• Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
• Upheld high cleanliness standards for optimal dining experience.
• Evaluated health, safety, and sanitation processes, identifying violations.
• Created staff rosters based on shifts and business needs.

• Developed innovative cooking formulas and recipes that enhanced menu offerings.
• Implemented rigorous food safety practices, ensuring adherence to HACCP and COSHH standards, thereby safeguarding public health.
  Delivered exceptional catering services across various environments, improving dining experiences in both schools and care homes.
• Addressed dietary concerns and food allergies by creating tailored dishes that satisfied customer preferences.
• Reduced food waste to improve profitability.

• Brought in to turn around an underperforming site by relaunching both the food and drink offer. Achieving a 86% uplift in turnover during my time as general manager. I was responsible for designing and costing the pubs food offer, in addition to working relating to licensed house management.

• Managing the operation of an extremely busy public house in a vibrant area of London. Responsible for building sales both wet and dry year on year, resulting in the outlet grossing approximately £18,000 a week. Providing the highest standards of customer service through training and empowerment, ensuring team members could deliver those same standards.

• Directed operations of a busy wet led community pub and high street café bar for a small independent operator, handling house management, cellar management, and business administration.

• Prepared and served cocktails and drinks while engaging customers through flair techniques, ensuring cleanliness of bar and surrounding areas.
• Demonstrated extensive bar and menu knowledge by offering tailored recommendations to enhance guest experience.
• Ensured safe environment through responsible alcohol management, identifying and reporting intoxicated or disruptive customers to management.