Phil Mallen

Assisted team members in providing support across various functions including bar, restaurant, reception, and coffee lounge.
Handled room bookings and responded to telephone enquiries.
Maintained high standards of customer service and care.

Oversaw management of till operations, ensuring accurate cash balance.
Facilitated customer banking and bill payments, enhancing service efficiency.
Coordinated parcel and post handling for UK and international deliveries.
Provided exceptional customer service, addressing inquiries and supporting needs effectively.

Oversaw all hotel operations while leading various teams towards achieving operational excellence.
Implemented effective management of booking systems to optimise efficiency.
Cultivated a positive team environment through encouragement and support.

Improved guest satisfaction and reviews and online ratings.

Oversaw a small team and streamlined office operations.
Developed leads and identified opportunities for new projects.
Managed client expectations to ensure satisfaction and retention.
Coordinated with customers for job bookings and logistics management.
Administered payment processing to maintain financial accuracy.

Assisted and advised customers in their storage needs, offering detailed advice to ensure total satisfaction while maintaining proft levels. Stocking and maintaining retail space and keeping all areas clean and tidy. Participating in staff training and learing new skills to support the business.

Managed team members in all departments to maintain high standards, in presentation, cleanliness, stock levels and customer care and experience. 1 on 1 customer interactions, offering a high standard of care to ensure an excellent level of customer experience when purchasing special items. Resolved customer complaints swiftly, turning negative experiences into positive outcomes. Attending head office meetings, staff training events and working to always learn about all aspects in order to provide knowledgeable experiences with confidence and therefore be able to push profit margins while always listening to clients' needs in order to provide them with the correct pieces that would often mean lifetime memories.

I worked my way up to eventually become a store manager. Very similar to the details previously seen in Goldsmiths summary but also included co-ordinating and managing jewellery design events, dealing with insurance claims and understanding and managing budgets, controlling and managing stock levels, hiring team members and supporting them to be excellent in their roles, providing training, recognising skills and ensuring they received the correct support to enhance them and help them progress. Personally achieved JET1 level in diamond and precious stones and metals certification and attended many luxury watch brand training events to enhance my sales skills, and eventually my teams. My main passion was always diamonds and jewellery and I always found creating a professional, friendly customer experience, something I have always taken great pride in.