Sophie Frost
Brafferton,York
Summary
Accomplished professional with expertise in customer service and hospitality management, demonstrating a proactive approach and outstanding leadership skills. Proven ability to handle complaints with excellence and ensure health and safety compliance, supported by NVQ Level 2 certification in customer service. Adept at managing retail operations, hotel management, and staff mentoring, with a strong focus on guest engagement strategies and sales strategy development. Committed to delivering exceptional customer service.
Versed in meeting diverse guest needs in high-volume hospitality environments. Maintains accurate and updated reservations to support continuous availability. Oversees operations to proactively address challenges.
Exceptional leadership skills and knack for problem-solving. Enhanced team productivity and customer satisfaction through strategic planning and proactive management. Successfully improved operational efficiency and fostered positive work environment, leading to higher staff morale.
Overview
13
13
years of professional experience
1
1
Certification
Work history
Duty Manager
The Punch Bowl Inn - Provenance
Marton Cum Grafton, North Yorkshire
01.2025 - Current
- Locking up Site & Cashing up.
- Making Hot & Cold Drinks (Bar)
- Taking Food & Drink Orders & Delivering table service.
- Handled cash transactions accurately for financial integrity.
- Oversaw stock checks and reordering, ensuring product availability at all times.
- Met sales targets consistently by motivating the team towards achieving common goals.
- Managed front-of-house operations to maintain a high level of service.
- Delivered excellent customer service through effective communication skills.
- Ensured customer satisfaction with prompt problem resolution.
- Handled complaints professionally, leading to improved customer retention rates.
- Promoted a safe working environment by enforcing health and safety regulations strictly.
- Coordinated staff schedules to maximise productivity.
- Maintained cleanliness standards, resulting in positive customer feedback.
- Achieved smooth daily operations by overseeing staff and delegating tasks efficiently.
- Enforced health and safety procedures to prioritise staff and customer wellbeing.
Duty Manager
The Oak Tree Inn
York
10.2022 - 12.2024
- In charge of staff on duty/ break times & shift times.
- Training staff.
- Supervising all members of staff.
- Dealing with complaints.
- Taking table and room reservations.
- Taking Payments.
- Making drinks & Serving food.
- Cashing up & Locking site.
- Dealing with enquiries in person or emails, phone.
- Supported organizing events.
- Delivered excellent customer service through effective communication skills.
- Identified areas of improvement through regular performance assessments of staff members.
- Handled complaints professionally, leading to improved customer retention rates.
- Oversaw stock checks and reordering, ensuring product availability at all times.
- Met sales targets consistently by motivating the team towards achieving common goals.
- Managed front-of-house operations to maintain a high level of service.
- Handled cash transactions accurately for financial integrity.
- Stored cash floats and delivered secure banking procedures.
- Led by example, embodying positive work ethic and motivating staff for peak performance.
- Responded to customer concerns with speed and knowledge, delivering professional, personalised service.
- Supervised and evaluated employee performance, providing construction feedback and identifying staff talent.
Support/ Care Worker
St Monicas Hospital
09.2022 - 10.2022
- Provided comprehensive care to patients by ensuring their physical and emotional needs were met.
- Developed personalised care plans in consultation with health professionals tailoring service provision according to individual needs.
- Established supportive relationships with patients, fostering trust and communication.
- Responded rapidly during emergencies ensuring timely medical intervention.
- Facilitated social outings, promoting community integration and mental wellbeing.
- Conducted detailed observations and reported changes in client behaviour to healthcare professionals.
- Calmly managed occasional outbursts or difficult behaviours from clients exhibiting excellent crisis management skills.
- Improved hygiene standards by assisting clients with personal grooming needs like bathing and dressing up.
- Assisted clients with daily activities for improved quality of life.
- Enhanced patient comfort by promptly responding to requests or concerns.
- Helped organise engaging recreational activities to enhance the social skills of patients.
- Assisted in all aspects of personal care while encouraging independence and activity appropriate to individual ability.
- Assisted in all aspects of personal hygiene, prioritising patient dignity, privacy and independence.
- Followed strict safeguarding regulations to ensure safe, secure handling of service users.
- Met needs of clients with learning difficulties and handled challenging behaviours.
- Administered oral medication as required in line with stringent drug control regulations.
- Prepared tasty and healthy meals to meet dietary requirements.
- Collaborated with clients to clean house and prepare meals with person-centred care approach.
Support/ Care Worker
Mencap
10.2019 - 09.2022
- Assured proper nutrition by preparing meals as per dietary requirements of each individual client.
- Supporting appointments and days out.
- Assisted clients with daily activities for improved quality of life.
- Administered medication according to prescribed schedules, ensuring health maintenance.
- Improved hygiene standards by assisting clients with personal grooming needs like bathing and dressing up.
- Developed personalised care plans in consultation with health professionals tailoring service provision according to individual needs.
- Responded rapidly during emergencies ensuring timely medical intervention.
- Transported clients to medical appointments or other necessary errands thereby providing indispensable logistical support.
- Maintained a clean, safe environment for patients' comfort and safety.
- Calmly managed occasional outbursts or difficult behaviours from clients exhibiting excellent crisis management skills.
- Conducted detailed observations and reported changes in client behaviour to healthcare professionals.
- Offered emotional support during challenging times, facilitating better coping mechanisms.
- Monitored physical and emotional wellbeing of individuals, reporting changes to care managers.
- Followed strict safeguarding regulations to ensure safe, secure handling of service users.
- Administered oral medication as required in line with stringent drug control regulations.
- Prepared tasty and healthy meals to meet dietary requirements.
- Determined ongoing patient safety, promptly reporting concerns about abuse or safeguarding issues to care managers.
- Safely lifted, transferred and repositioned service users using hoists and wheelchairs.
- Prioritised person-centred care to maximise independence for clients with dementia and limited mobility.
- Assisted service users to obtain and access community resources.
- Highlighted additional support provisions to maximise clients' growth opportunities.
Cleaner
The Orchards
01.2018 - 01.2019
- Working on a mental illness recovery unit cleaning the en suite bedrooms and kitchens/ bathrooms.
- Adhered strictly to company policies regarding correct use of chemicals, reducing potential health risks.
- Assisted with seasonal deep cleans, contributing towards a fresher environment after periods of heavy use.
- Maintained high standards of cleanliness and hygiene by thorough daily dusting and hoovering.
- Managed rubbish removal efficiently, ensuring waste was properly sorted for recycling or disposal.
- Performed routine checks on cleaning supplies inventory to avoid running out of key items.
- Employed the use of power washers, carpet cleaners and buffers to produce excellent results in large spaces like school halls or offices buildings.
- Scrubbed and sanitised toilets, sinks and kitchen fixtures for high quality finish.
- Restocked, refreshed and sanitised bathroom facilities.
- Followed health and safety guidelines to properly dispose of waste and toxic materials.
- Vacuumed carpeted areas and mopped hard floors.
Petrol Station
Morrisons
01.2017 - 01.2017
- Carried out day-to-day duties accurately and efficiently.
- Worked flexible hours, covering nights, weekends and bank holidays.
- Consistently arrived at work on time and ready to start immediately.
- Offered friendly, efficient customer service and handled challenging situations with ease.
- Cleaned work areas and equipment to maintain faultless hygiene standards.
- Demonstrated patience while dealing with difficult customers, maintaining professionalism.
- Greeted each customer warmly, creating a friendly shopping environment.
- Processed payments swiftly for improved customer experience.
- Took initiative in restocking shelves during downtime, enhancing product availability.
- Balanced till at end of day, maintaining accurate records.
- Assisted customers with enquiries to enhance their shopping experience.
- Managed queue effectively during peak hours for seamless checkout process.
- Handled cash and card payments with precision, maintaining customer confidentiality and discretion throughout.
- Engaged in pleasant chit chat for friendly and personalised service.
- Recommended products and services to customers based on requirements.
- Assisted with cashier close-down by counting drawer change and processing vouchers.
- Checked customer ID when selling age-restricted items, following store policy.
- Upsold products and services when processing transactions.
Support/Care Worker
United Response
01.2016 - 01.2017
- Maintained a clean, safe environment for patients' comfort and safety.
- Transported clients to medical appointments or other necessary errands thereby providing indispensable logistical support.
- Improved hygiene standards by assisting clients with personal grooming needs like bathing and dressing up.
- Provided comprehensive care to patients by ensuring their physical and emotional needs were met.
- Administered medication according to prescribed schedules, ensuring health maintenance.
- Calmly managed occasional outbursts or difficult behaviours from clients exhibiting excellent crisis management skills.
- Developed personalised care plans in consultation with health professionals tailoring service provision according to individual needs.
- Assisted clients with daily activities for improved quality of life.
- Promoted patient independence through encouragement and guidance in performing tasks.
- Assured proper nutrition by preparing meals as per dietary requirements of each individual client.
- Responded rapidly during emergencies ensuring timely medical intervention.
- Assisted in all aspects of personal care while encouraging independence and activity appropriate to individual ability.
- Monitored physical and emotional wellbeing of individuals, reporting changes to care managers.
- Followed strict safeguarding regulations to ensure safe, secure handling of service users.
- Improved physical and mental wellbeing of service users through patient-centred care planning.
- Administered oral medication as required in line with stringent drug control regulations.
- Prepared tasty and healthy meals to meet dietary requirements.
- Successfully empowered individuals to pursue hobbies and leisure activities, such as shopping and creative activities.
Care support worker
Sycamore Hall
Ripon, North Yorkshire
01.2015 - 01.2016
- Working with Dementia Patients, nursing needs.
- Assisted with daily living activities, enhancing residents' comfort and well-being.
- Managed anxiety or agitation in patients through calming techniques and strategies.
- Supported mobility-impaired patients, fostering independence while ensuring safety.
- Documented all care provided accurately, improving communication amongst team members.
- Enhanced patient dignity with respectful personal care assistance.
- Monitored changes in behaviour or health status to alert medical professionals promptly.
- Assisted in all aspects of personal care while encouraging independence and activity appropriate to individual ability.
- Met needs of clients with learning difficulties and handled challenging behaviours.
- Determined ongoing patient safety, promptly reporting concerns about abuse or safeguarding issues to care managers.
- Monitored patient symptoms and progress to boost health outcomes.
- Listened to clients' current struggles to signpost relevant support.
- Assisting with Feeding Meals.
- Dementia Patients
- Challenging Behaviour
- Updating Care Plans
Support/ Care Assistant
Grosvenor House
Harrogate
02.2014 - 06.2015
- Assisting Patients in and out of bed using various Moving & Handling Techniques and Equipment.
- Participated actively in team meetings discussing ways to improve service delivery leading to enhanced quality of life for the residents.
- Encouraged independence among patients whilst assisting them with tasks.
- Helped with personal care tasks, promoting hygiene and cleanliness amongst patients.
- Organised recreational activities for improved social interaction amongst residents.
- Followed strict dietary plans tailored for each patient's health condition resulting in improved overall health status of residents.
- Facilitated smooth communication between patients and medical staff, fostering understanding and trust.
- Ensured safe environment by maintaining orderliness and cleanliness in the facility.
- Assisted in daily living activities for enhanced patient comfort.
- Assisted in all aspects of personal care, retaining comfort and dignity.
- Monitored individual's physical and emotional wellbeing, promptly reporting changes and providing suggestions for care plan adjustments.
- Prepared healthy meals with additional mealtime planning, feeding and support.
- Worked professionally with caregiving teams and hospital departments to maintain continuity of care.
- Completed documentation of care, hospital actions and patient activities for up-to-date client records.
- Changed bed linens, washed clothes and cleaned living quarters to maintain healthy personal environments.
- Used manual handling techniques and lifting aids to position clients in safe, comfortable postures.
- Kept detailed records of care activities, condition changes and treatment responses.
- Fed clients with severe limitations and assisted more mobile clients with self-feeding.
Care support worker
Community Care Assistant
Harrogate
01.2013 - 01.2014
- Supporting out of bed, Breakfast made and supported with feeding.
- Maintained clean and hygienic surroundings, promoting health and safety standards.
- Documented all care provided accurately, improving communication amongst team members.
- Ensured medication administration as per schedules, adhering strictly to guidelines and instructions from healthcare professionals.
- Assisted with housekeeping tasks, creating a tidy environment conducive to healing.
- Assisted with daily living activities, enhancing residents' comfort and well-being.
- Worked closely with families, providing updates on loved ones' wellbeing.
- Supported mobility-impaired patients, fostering independence while ensuring safety.
- Attended to basic medical needs, ensuring prompt professional attention when required.
- Addressed dietary needs by preparing nutritionally balanced meals.
- Assisted in all aspects of personal care while encouraging independence and activity appropriate to individual ability.
- Assisted in all aspects of personal hygiene, prioritising patient dignity, privacy and independence.
- Monitored changes in behaviour or health status to alert medical professionals promptly.
- Met needs of clients with learning difficulties and handled challenging behaviours.
- Safely lifted, transferred and repositioned service users using hoists and wheelchairs.
- Monitored physical and emotional wellbeing of individuals, reporting changes to care managers.
Education
Bishop Monkton C of E Primary School
Bishop Monkton, North YorkshireGCSEs -
Nidderdale High School
Pateley BridgeNVQ Level 1 -
Intuitions of Hair & Beauty College
Harrogate, North YorkshireSkills
- Have completed NVQ Level 1 & 2 (unfortunately due to house moves I do not have these in documents)
- I understand the importance of being given responsibility and undertakes tasks methodically
- Can be trusted to complete tasks given to me without supervision
- Work well in a team as well as on my own
- Completed NVQ Level 2 in customer service
- Complaint handling excellence
- Retail operations understanding
- Hotel operational management
- Point of sale knowledge
- Fire safety training
- Staff management
- Hospitality
- Guest engagement strategies
- Health and Safety Compliance
- Customer Service
- Invoice processing
- Team Leadership
- Mentoring and coaching
- Sales strategy development
- Leadership skills
- Outstanding customer service
- Positive attitude
- Proactive approach
- Decision making
- Basic accountancy
- Complaint resolution proficiency
Certification
- GCSE - Maths, English, Science
- Intuitions hairdressing- NVQ Level 1 & NVQ Level 2.
References
References available upon request.
Timeline
Duty Manager
The Punch Bowl Inn - Provenance
01.2025 - Current
Duty Manager
The Oak Tree Inn
10.2022 - 12.2024
Support/ Care Worker
St Monicas Hospital
09.2022 - 10.2022
Support/ Care Worker
Mencap
10.2019 - 09.2022
Cleaner
The Orchards
01.2018 - 01.2019
Petrol Station
Morrisons
01.2017 - 01.2017
Support/Care Worker
United Response
01.2016 - 01.2017
Care support worker
Sycamore Hall
01.2015 - 01.2016
Support/ Care Assistant
Grosvenor House
02.2014 - 06.2015
Care support worker
Community Care Assistant
01.2013 - 01.2014
Bishop Monkton C of E Primary School
GCSEs -
Nidderdale High School
NVQ Level 1 -
Intuitions of Hair & Beauty College