Victoria Millross
Nailsworth,Gloucestershire
Summary
A skilled professional with expertise in complaint handling, scheduling staff rotas, and event planning.
I demonstrate proficiency in bartending techniques and cash handling, ensuring seamless operations during large events.
Known for delivering exceptional customer service and maintaining strong relationships with sponsors, staff, and clients.
I offer strong leadership and communicational skills with a background in team management from many aspects.
I lead with compassion and empathy in my day role and I pride myself on my professional appearance.
I continue to want to better myself and develop my understanding, knowledge within the roles and companies I work with.
Overview
15
15
years of professional experience
1
1
Certification
Work history
Funeral Director and Funeral Plan Consultant
Dignity Funerals Ltd
Stroud, Gloucestershire
2016.02 - Current
- Improved efficiency by implementing new administrative procedures to ensure duties are carried out correctly.
- Facilitated respectful viewings and visitations with utmost professionalism for all clients and any time.
- Liaising with clients and families from the very beginning to the day of the funeral and throughout
- Organising transport of deceased individuals to the funeral home and onto the committal site smoothly. Organising music, video tributes and personalisation of services.
- Provided compassionate support to bereaved families by discussing funeral arrangements.
- Handling invoices, payments and account management for each individual client.
- Managing budgeting and financial planning for cost-effective services.
- Handled legal paperwork efficiently reducing stress for grieving relatives.
- Providing high quality client service including compassionate, caring and open conversations with one another.
Bar Manager, Events Co-Ordinator, Club Secretary
Stroud Rugby Ltd
Stroud, Gloucestershire
2023.03 - Current
- Maintain a clean and hygienic environment, improving overall ambiance of the bar.
- Handle disruptive customers effectively, ensuring staff are safe and secure.
- Calculating takings, ensuring accurate financial records were kept for auditing purposes.
- Mentoring new staff members fostering a supportive work atmosphere. Providing them with cellar training, stock rotation knowledge and training on the EPOS system as well as cash handling.
- Managing and overseeing a monthly stock take to ensure stock rotation.
- Overseeing price increases as and when due to alcohol tax and inflation.
- Fostering positive relationships with customers, supporters, sponsors and members. Enhancing their loyalty towards the establishment.
- Scheduling monthly rosters for staff.
- Coordinating events at the venue, leading to increased bookings.
- Continue to improve relationships, connections and future contracts with local clubs, charities and NHS groups to gain revenue for the club within a "hire" cost perspective - Especially outside of rugby season.
- Collaborate with kitchen staff to coordinate food service thus maintaining timely delivery during busy periods.
- Overseeing the ordering of all food produce, barrels, bar stock, cleaning products etc.
- Opening and closing of the site as and when needed.
- Serving and working behind the bar as and when needed.
- Spending time working from home responding to event request emails, booking confirmations, diary updates including fixture changes, mini and junior games, pre match food, sponsors lounge bookings for match day sponsors and much more.
- Invested time into creating a better income for the club with events hire, price adaptations and larger scale events.
- Manage over 100 customers at home matches ensuring everything runs smoothly.
- Oversee and host the sponsors in our sponsors lounge during sponsored matched, including providing a tailored personal service inclusive of food, beverages and MOTM selection.
Assistant Manager
Woodchester Convent - Live Music Venue
Woodchester, Gloucestershire
2015.11 - 2016.01
- Provided support to manager during audits, ensuring accurate reports.
- Coordinated with management on operational issues providing solutions for better efficiency.
- Managed daily operations to ensure smooth running.
- Assist with rota's for front of house and back of hour staff.
- Overseeing welcoming of guests on evenings when we hosted Live Music guests in our Chapel Room.
- Looking after mixology in the Piano Room Bar during events.
- Providing great customer care when needed in our A' la Carte Bar serving our 7 -12 course food menu.
Bar Supervisor & Mixologist
Loungers
Stroud, Gloucestershire
2015.05 - 2015.11
- Stood as Maitre'D for VIP's on our official opening weekend of Curio Lounge in Stroud.
- Worked across other branches such as Truro in Bristol.
- Trained staff for improved service quality and professionalism.
- Increased sales with effective promotional strategies, deals and schemes.
- Provided and helped create staff bonus's.
- Stood as main mixologist most Friday and Saturday evenings.
- Arranged multiple events such as quiz nights, cocktail nights and doggie days.
- Handled cash and payments.
- Over saw answering of bookings via telephone and email system.
Bar Manager
Quality Inns
Gloucester, Gloucestershire
2011.03 - 2015.05
- Collaborated with kitchen staff to coordinate food service thus maintaining timely delivery during busy periods.
- Developed cocktail menus, resulting in increased beverage sales.
- Monitored stock levels to avoid any potential shortages during peak hours.
- Handled customer complaints effectively, ensuring repeat business from satisfied patrons.
- Completed accurate end-of-day financial routines for cash and card transactions.
- Coordinated Front of House and Back of House staff ahead of events for smooth execution to maximise guest satisfaction.
- Recruited and trained high-performing team members to deliver faultless customer care.
- Improved staff performance through regular feedback sessions and training programmes.
- Fostered positive relationships with customers enhancing their loyalty towards our establishment.
- Overseeing banking of multiple large amounts of cash on a weekly basis.
- Took on kitchen shifts when needed. Including cooking, serving, managing Sunday shifts and the staff during busiest periods.
Education
Funeral Directing
Dignity Funerals Ltd
StroudNVQ Level 1 - Food Hygiene and Safety.
Babcock (with Quality Inns)
GloucesterNVQ Level 2 - Food Hygiene and Safety.
Babcock (with Quality Inns)
GloucesterBritish Butler Institute
OxfordBabcock
GloucesterA-Levels - Performing Arts
Cirencester Collage
CirencesterDignity Funerals Ltd
StroudGCSEs -
Maidenhill School
StonehouseSkills
- Complaint handling expertise
- Scheduling multiple staff rotas for multiple roles
- Event planning experience
- Bartending knowledge and techniques
- Scheduling and delegating roles for large events
- Cash, payment and invoice handling
- Great customer service and exceptional continued relationships with sponsors, staff and clients
Affiliations
- I am a retired dancer. I've danced since I was 8 years old and my team competed in the National Street Dance Championships in 2024 at Blackpool
- I enjoy being outdoors in the mountains, hiking taking long walks around nation al parks and castles.
- I volunteer from time to time with helping local charities. Contributing my time, singing at churches/christenings/venues and helping set up events.
- I like to sit and paint or sketch in my spare time when i want to wind down.
Accomplishments
I recently took part and completed the Women's Leadership Development Course hosted by the GFRU (Gloucester Rugby Football Union). I thoroughly enjoyed being surrounded by like minded, driven and determined women. It was a pleasure and honour to have been chosen to partake in the course.
Certification
I am in the process of gaining my personal licence.
I own a full, clean UK driving licence.
References
References available upon request.
Timeline
Bar Manager, Events Co-Ordinator, Club Secretary
Stroud Rugby Ltd
2023.03 - Current
Funeral Director and Funeral Plan Consultant
Dignity Funerals Ltd
2016.02 - Current
Assistant Manager
Woodchester Convent - Live Music Venue
2015.11 - 2016.01
Bar Supervisor & Mixologist
Loungers
2015.05 - 2015.11
Bar Manager
Quality Inns
2011.03 - 2015.05
Funeral Directing
Dignity Funerals Ltd
NVQ Level 1 - Food Hygiene and Safety.
Babcock (with Quality Inns)
NVQ Level 2 - Food Hygiene and Safety.
Babcock (with Quality Inns)
British Butler Institute
Babcock
A-Levels - Performing Arts
Cirencester Collage
Dignity Funerals Ltd
GCSEs -
Maidenhill School