Sophie Taylor
Maidstone,Kent
Summary
Accomplished professional with expertise in site KPI reporting, budgeting and forecasting, and P&L management. Demonstrates a strong understanding of business operations and excels in customer-focused management and complaint handling. Skilled in managing employee matters and implementing business growth strategies, with a proven track record of resilience under pressure. Committed to driving business success through strategic planning and effective resource management.
Overview
12
12
years of professional experience
1
1
Certification
Work history
Assistant general manager
Wagamama
Maidstone, Kent
02.2018 - Current
- Ensured site compliance to all legal and health & safety requirements resulting in consecutive gold internal audits and consistent 5* EHO rating
- Held site in absence of a general manager on multiple occasions and additionally assisted in the training of numerous externally hired managers
- Led daily operations to ensure efficient service delivery and exceptional customer experiences.
- Coordinated inventory management processes to maintain optimal stock levels and reduce waste.
- Oversaw scheduling and resource allocation to maximise productivity during peak service periods.
- Motivated management and staff teams to consistently deliver high quality, customer-focused service, consistently maintaining above the customer satisfaction score of 60%.
- Developed partnerships within the local community for beneficial collaborations.
- Prioritised staff welfare for improved morale and commitment.
- Conducted regular employee training to enhance skillsets.
- Monitored performance metrics to identify areas for operational improvements and staff development.
Bar supervisor
Earls
Maidstone, Kent
04.2015 - 02.2018
- Supervised daily bar operations ensuring high service standards were maintained.
- Cultivated a friendly environment through excellent interpersonal skills enhancing overall guest experience.
- Changed beer kegs safely and efficiently, consistently following health and hygiene guidelines.
- Maintained exceptional customer service at peak times through strategic management of priorities and responsibilities.
- Completed accurate end-of-day financial routines for cash and card transactions.
- Developed and implemented efficient inventory management procedures to reduce waste.
- Collaborated with management to create innovative drink specials and promotional events.
Hospitality team member
J D wetherspoons- Society Rooms
Maidstone, Kent
06.2014 - 04.2015
- Contributed to team targets by upselling menu items.
- Served food and beverages, going the extra mile to deliver personalised customer service.
- Assisted in maintaining cleanliness and organisation of dining and service areas to enhance guest experience.
- Provided exceptional customer service by addressing guest inquiries and resolving complaints promptly.
- Delivered efficient table service, resulting in repeat business.
- Enhanced guest satisfaction with prompt and attentive service.
Bartender
All bars ltd- The Orangery
Maidstone, Kent
03.2014 - 11.2014
- Managed cash handling and processed payments accurately to maintain financial integrity.
- Demonstrated strong multitasking abilities under pressure, maintaining service quality.
- Assisted in setting up banquet halls prior to events, guaranteeing timely preparation.
- Stocked bar with necessary supplies, ensuring smooth operations.
- Coordinated with event planners on special requests or needs for tailored service.
Education
GCSEs -
New Line Learning Academy
Maidstone, KentA-Levels -
New Line Learning Academy
Maidstone, KentSkills
- Site KPI reporting
- Budgeting and forecasting
- P&L management
- Complaint handling
- Resilience under pressure
- Business operations understanding
- Managing employee matters
- Business growth strategies
Certification
- personal licence holder
- full uk dbs
- level 2 first aid trained
Personal interests & achievements
Scout Association-
I have been involved in the scouting organisation from an early age and through this involvement developed a keen but casual interest in outdoor ventures including (but not limited to) camping, hiking, climbing and an array of outdoor water sports.
In 2011 I was one of only a handful from my county selected to take part in the World Scout International Jamboree in Sweden.
other interests of mine include baking, house plants and music.
References
References available upon request.
Timeline
Assistant general manager
Wagamama
02.2018 - Current
Bar supervisor
Earls
04.2015 - 02.2018
Hospitality team member
J D wetherspoons- Society Rooms
06.2014 - 04.2015
Bartender
All bars ltd- The Orangery
03.2014 - 11.2014
GCSEs -
New Line Learning Academy
A-Levels -
New Line Learning Academy