Emma Petrusson
London
Summary
Dedicated Manager with excellent problem and conflict resolution skills, offering more than 8 years of experience in hospitality industry. Bilingual and knowledgeable in delivering outstanding guest satisfaction. Highly committed with hardworking mentality to maintain quality of services and products.
Overview
2026
2026
years of professional experience
Work history
Assistant Manager
Coffee Addict
London
09.2021 - 09.2022
- Trained staff on best practices to achieve optimal productivity.
- Addressed customer issues calmly and professionally, delivering quick, successful resolutions.
- Oversaw daily operations of store, including inventory and supply restocking, cash-handling and assisting customers.
- Evaluated staff performance, implementing training and development programmes to maintain exceptional service levels.
- Managed accounting duties such as revenue reporting and forecasting, enabling smooth financial operations.
- Carefully managed and recorded cash and credit transactions, diminishing financial discrepancies.
- Recruited, interviewed and hired high-performing individuals, developing passionate, dedicated teams.
- Nurtured positive customer relationships, enhancing membership loyalty and driving client retention.
- Maintained store appearance, including shelving organisation, store layout and visual merchandise planning.
- Oversaw facility maintenance and allocated needed resources to meet standards.
- Monitored health and safety measures for guaranteed compliance.
Barista
Coffee Addict
London
12.2019 - 09.2021
- Supported store management with recruiting, interviewing and hiring knowledgeable, competent baristas.
- Educated coworkers and customers about new products, increasing cafe sales.
- Trained new and junior staff members on coffee-making techniques, including grinding, steaming and latte art.
- Trained new team members with positive reinforcement and respectful, motivational coaching.
Assistant Manager
Shake Shack
London
11.2018 - 08.2019
- Supporting the General Manager managing 80 staff members in one of the busiest restaurants in London with an average turnover of 90k with peaks of 90k per week.
- Opening and closing of the restaurant including cash reconciliation and all aspects of Health and Safety.
- Screening, interviewing and recruiting new staff when needed.
Delivered in-depth coaching and training to staff members in food preparation and customer service roles with regular 1-1 to promote a strong team performance. - Creating team building activities to engage staff in providing an excellent customer service to meet sales targets.
- Conducting engaging and constructive daily Team briefs discussing results, improvements, goals, daily targets, staff recognition.
- Designed and created a Customer Service training project on PowerPoint and presented to the senior management first and implemented in the shop.
- Conducted stock inventory twice per month and producing the relevant analysis.
- Developing 10 staff from Team Member to Trainer role.
- Knowledgeable on employment law and HR guidelines and procedures.
- Conducted stock inventory twice per month and producing the relevant analysis.
- Creating daily and weekly reports: Sales, Labour, waste, staff turnover, deliveries etc.
Assistant Manager
EAT
London
Apr 2017 - Aug 2018
- Coaching and developing the team.
- Driving sales and shop results understanding the principles of the P&L.
- Ensuring the Health & Safety standards are followed.
- Shop and kitchen ordering
- Assigned employees to specific duties to best meet the needs of the shop.
- Managed staff of 15 Staff Members and 2 team leaders
- Conducted stock inventories once per week.
- Hired, trained and evaluated Staff.
- Interviewed job candidates and made staffing decisions.
- Counted cash drawers and made bank deposits.
- Scheduled and led weekly shop meetings for all employees.
- Fostered a positive work environment by consistently treating all employees and customers with respect and consideration.
- Resolved all customer complaints in a professional manner whilst prioritising customer satisfaction.
Supervisor
Park Theatre Cafe-Bar
London
Mar 2015 - Apr 2017
- Delivering excellent customer service at all times.
- Opening and closing set up for the bar and kitchen.
- Preparing a variety of cocktails and coffee.
- Stock counting • Cashing up • Creating and executing the kitchen daily menu.
- Interviewed job candidates and made staffing decisions.
- Assigned employees to specific duties to best meet the needs of the Cafe
- Resolved all customer complaints in a professional manner whilst prioritising customer satisfaction.
- Preparing new food menus.
- Planning and holding private events with up to 250 guests.
Hot Food Chef
Pret A Manger
London
Aug 2014 - Mar 2015
- In charge of the hot food preparation, quality and freshness.
- Coaching and training the team to use the hot food equipment effectively and efficiently.
- Managing the hot food sales in the shop.
Team Member
Pret A Manger
London
Feb 2012 - Jul 2014
Pre-School Assistant
Uppsala Kommun
Uppsala
Dec 2010 - Feb 2012
- Supporting the teachers in managing the children.
- Instructing and supervising the children in social and development activities.
Restaurant Assistant
Sodexo
Uppsala
Sep 2008 - Oct 2010
- Dealing with deliveries and stock rotation.
- Preparing food on demand.
Cluster manager
Black Sheep Coffee
London
09.2022 - Current
Education
Associate of Arts - undefined
Bolandgymnasiet High School
Uppsala2008
Skills
- Customer-orientated
- Opening and closing procedures
- Excellent customer service skills
- Stock take
- Retail sales
- POS systems knowledge
- Employee relations
- Motivated team player
- Computer literate
- Customer relations
- Staff training and development
- Active listening skills
- Personable
- Reservations and booking system experience
Timeline
Cluster manager
Black Sheep Coffee
09.2022 - Current
Assistant Manager
Coffee Addict
09.2021 - 09.2022
Barista
Coffee Addict
12.2019 - 09.2021
Assistant Manager
Shake Shack
11.2018 - 08.2019
Associate of Arts - undefined
Bolandgymnasiet High School
Assistant Manager
EAT
Apr 2017 - Aug 2018
Supervisor
Park Theatre Cafe-Bar
Mar 2015 - Apr 2017
Hot Food Chef
Pret A Manger
Aug 2014 - Mar 2015
Team Member
Pret A Manger
Feb 2012 - Jul 2014
Pre-School Assistant
Uppsala Kommun
Dec 2010 - Feb 2012
Restaurant Assistant
Sodexo
Sep 2008 - Oct 2010