SANA ULLAH
Belfast,UK
Summary
Results-driven professional with 11 years of experience in developing high-performing teams and enhancing guest experiences. Proven track record of exceeding operational targets through effective staff mentoring and process improvements. Skilled in managing high-volume service environments in 4 and 5-star hotels and Michelin-star kitchens, employing strategic thinking and hands-on leadership.
Overview
10
10
years of professional experience
1
1
Certification
Work history
Guest Service Agent & Duty Manager
Holiday Inn Express Hotel
Belfast, County Antrim
2021.09 - Current
- Supervised restaurant and F&B teams across all service periods, maintaining luxury IHG brand standards.
- Oversaw breakfast operations, ensuring buffet presentation and Holiday Inn Hotel brand service standards.
- Managed over 350 guests during breakfast service and over 200 guests during dinner service.
- Acted as escalation point for guest complaints, achieving high satisfaction outcomes.
- Coordinated conference and catering set-ups, delivering events on time and to specification.
- Enforced HACCP and health & safety compliance through staff briefings and coaching.
- Delivered high-quality customer service and resolved guest queries effectively.
- Liaised with departments to meet guest needs efficiently.
- Managed payments, billing accuracy, and telephone operations.
- Arranged transport services and provided local area recommendations.
- Maintained reception standards and ensured welcoming environment.
- Inspected rooms and laundry presentation to maintain quality.
- Created promotional materials including newsletters and social media content.
- Led by example, motivating team to achieve peak performance.
Assistant Restaurant Manager
East Bengal Restaurant
Belfast
2025.01 - 2026.01
- Led front-of-house team to improve service consistency and reduce staff turnover.
- Directed staff during peak periods to maintain efficiency and customer experience.
- Delivered onboarding and continuous training programmes to enhance team performance.
- Implemented staff recognition scheme to improve morale and productivity.
- Facilitated upselling training initiatives to drive revenue and engagement.
- Resolved kitchen-floor conflicts to maintain service flow.
- Streamlined reservation systems to reduce wait times and maximise covers.
- Contributed to menu planning to attract diverse clientele.
- Maintained compliance with health, safety, and hygiene regulations.
- Delivered personalised service to enhance customer satisfaction and loyalty.
- Managed over 200 guests during dinner service & takeaway, maintaining high service standards under pressure.
Coffee Shop Supervisor
Blue Beat Coffee Shop
Belfast
2020.01 - 2021.09
- Assisted in supervising daily coffee shop operations during all service periods to maintain quality, speed, and presentation standards.
- Supported staff schedule management to ensure optimal shift coverage while monitoring labour costs.
- Helped recruit, train, and mentor new team members to establish a consistent service culture from the outset.
- Aided in managing cash handling, daily sales reconciliation, and end-of-day reporting with accuracy.
- Facilitated regular maintenance of coffee machines and equipment to prevent operational disruptions.
- Assisted in ordering supplies and maintaining inventory for seamless shop operation.
Food & Beverage Team Leader & Barista
Grand Central Hotel Belfast (5-Star)
Belfast
2018.07 - 2020.01
- Led front-of-house teams to oversee breakfast bar deli and coffee operations in one of Belfast’s most prestigious hotel environments.
- Establish standards for guest interactions by exemplifying professional service behaviours across team.
- Developed junior team members by establishing consistent service protocols and enhancing skill sets.
- Oversaw stock control, supplier deliveries, and inventory accuracy to enhance service readiness and manage costs.
- Coordinated with kitchen staff to guarantee prompt order delivery.
- Oversaw daily operations to ensure optimal efficiency in restaurant services.
- Resolved customer complaints promptly to ensure high service standards are maintained.
- Ensured cleanliness standards to maintain safe and hygienic dining environment.
- Facilitated effective communication with kitchen and bar staff to ensure seamless front of house operations.
- Managed over 400 guests during breakfast service and over 300 guests during dinner service, maintaining high service standards under pressure.
Kitchen Team & Front of House Supervisor
The Muddlers Club & Nu Delhi Indian Restaurant
Belfast
2016.01 - 2018.06
- Supported kitchen operations in Michelin-standard environments by developing understanding of food quality and presentation standards.
- Guided hospitality students during placements on kitchen standards and professional behaviour.
- Ensured compliance with food safety regulations to maintain restaurant reputation.
- Collaborated with team members to enhance operational workflows.
- Adapted to fast-paced settings, contributing to improved efficiency.
- Executed daily preparation tasks to facilitate seamless kitchen operations during busy periods.
- Delivered timely service to enhance customer satisfaction.
- Maintained cleanliness and organisation of kitchen to uphold high standards.
Education
Level 4 - Digital Marketing
Chartered Institute of Marketing (CIM)
Belfast09.2025
Level 5 - Travel And Tourism
Belfast Met
Belafst05.2019
BBA - Business Management
Global College
Nicosia, Cyprus02.2008
Skills
- Team Leadership & Mentoring
- Staff Training & Development
- Performance Management
- Guest Relations & Service Recovery
- Conflict Resolution
- Revenue & Upselling Strategies
- Operational Efficiency
- Scheduling & Shift Planning
- HACCP & Health & Safety Compliance
- Menu Planning & Event Catering
- Supplier & Stock Management
- Interdepartmental Collaboration
Certification
- Basic Food Hygiene & HACCP
- Health & Safety in the Workplace
- Barista Training Certificate
- OCN NI Level 3 – Business Development
- OCN NI Level 2 – Digital Marketing
- COSHH Compliance
Timeline
Assistant Restaurant Manager
East Bengal Restaurant
2025.01 - 2026.01
Guest Service Agent & Duty Manager
Holiday Inn Express Hotel
2021.09 - Current
Coffee Shop Supervisor
Blue Beat Coffee Shop
2020.01 - 2021.09
Food & Beverage Team Leader & Barista
Grand Central Hotel Belfast (5-Star)
2018.07 - 2020.01
Kitchen Team & Front of House Supervisor
The Muddlers Club & Nu Delhi Indian Restaurant
2016.01 - 2018.06
Level 4 - Digital Marketing
Chartered Institute of Marketing (CIM)
Level 5 - Travel And Tourism
Belfast Met
BBA - Business Management
Global College