Summary
Overview
Work history
Education
Skills
Certification
Additional information
Timeline
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Zack Williams

Aberdare,United Kingdom

Summary

Driven Manager with over 10 years of experience in operations management and strategic planning. Proven track record of leading teams to deliver exceptional performance and continuous improvement. Adaptable problem-solver with a strong focus on maximising efficiency, enhancing customer experiences, and fostering business growth through effective leadership and collaboration.

Overview

13
13
years of professional experience
2018
2018
years of post-secondary education
1
1
Certification

Work history

Deputy General Manager

Forest Holidays
10.2023 - 09.2025
  • Collaborate with senior management to implement long-term business plans aligned with company goals.
  • Oversee budget management and resource allocation for financial performance and operational efficiency.
  • Manage cross-functional teams and maintain high service standards.
  • Conduct performance reviews, mentoring and coaching staff.
  • Lead crisis management and ensure customer satisfaction.
  • Direct daily operations and coordinate department activities.
  • Manage team of 50+ employees, fostering professionalism and continuous improvement.
  • Ensure clear and up-to-date back-office records and reporting.
  • Supervise front-of-house service and guest experience.
  • Monitor KPIs and develop improvement plans.

Store Manager

Costa Coffee
Merthyr Tydfil
10.2014 - 10.2023
  • Consistently exceeded sales targets by leading high-performing teams.
  • Enhanced upselling through effective briefings on product promotions.
  • Delivered exceptional customer service, fostering repeat business.
  • Managed rotas, payroll, and HR duties to ensure smooth operations.
  • Implemented improvements informed by performance data and market trends.
  • Supported staff development initiatives while motivating teams.
  • Conducted regular training sessions and provided performance feedback.

Restaurant Floor Manager

Boston Tea Party
Barnstaple, Devon
12.2012 - 10.2014
  • Conducted training on customer service and complaint resolution to enhance staff competencies.
  • Managed daily reconciliation and cash handling to ensure financial accuracy.
  • Oversaw floor stock control and documentation, maintaining optimal inventory levels.
  • Led pre-shift briefings, assigning responsibilities to improve team performance.
  • Trained staff across all positions to promote versatility and operational efficiency.
  • Ensured compliance with Health, Safety, and Environmental policies through rigorous enforcement.
  • Collected and analysed customer feedback to inform service improvements.
  • Organised outreach initiatives targeting tourists to increase engagement and brand visibility.

Education

National Award - Business Studies

Wirral Metropolitan College
Birkenhead, WRL

Skills

  • Inventory Management
  • Results-Driven Leadership
  • Sales Strategy
  • Team Development
  • KPI Oversight
  • Employee Development
  • Sales Coaching
  • Customer Experience Enhancement
  • Operational & Promotional Strategy
  • Long-Term Planning
  • Financial Forecasting
  • Budget & Crisis Management
  • Performance Evaluation
  • Cross-Functional Collaboration
  • Strategic Planning
  • Project Oversight
  • HR Policies and Procedures

Certification

  • First Aider
  • Food Hygiene Level 3
  • Fire Marshall

Additional information

Full UK Driving License

Timeline

Deputy General Manager

Forest Holidays
10.2023 - 09.2025

Store Manager

Costa Coffee
10.2014 - 10.2023

Restaurant Floor Manager

Boston Tea Party
12.2012 - 10.2014

National Award - Business Studies

Wirral Metropolitan College

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Zack Williams