Amy Louise Glenn

• Oversee Operations and Staff Across Multiple Locations: Manage day to day operations, staff performance, and HR matters across seven restaurants to ensure operational efficiency and uphold high standards.
• Enhance Profitability: Drive business growth by identifying opportunities for improvement and implementing targeted strategies to optimise performance.
• Data-Driven Decision Making: Analyse sales data to identify trends, address performance gaps, and develop actionable plans for improvement.
• Employee Development and Retention: Foster career growth opportunities and provide ongoing professional development, resulting in improved employee retention.
• Achieve Sales Growth: Establish clear performance expectations and provide consistent support to management teams to achieve sustained sales growth.
• Performance Management: Conduct regular performance evaluations, offer constructive feedback, and identify areas for skill development.
• Team Leadership: Set team priorities, manage schedules, and monitor performance to ensure alignment with business goals.
• Customer Loyalty and Service Excellence: Utilize industry knowledge and customer service expertise to address concerns, build trust, and enhance customer loyalty.

• Customer Complaint Resolution: Address and resolve customer concerns with empathy and professionalism, ensuring a positive experience.
• Payment Negotiation & Resolution: Negotiate payment options and solutions to provide optimal customer satisfaction.
• Account Accuracy: Maintain accurate customer accounts by effectively utilising available systems and tools.
• Discrepancy Investigation: Investigate account discrepancies with attention to detail and resolve customer inquiries to a high standard.
• High-Volume Workload Management: Successfully manage a high-volume workload while maintaining efficiency in fast-paced environments.
• KPI Achievement: Consistently meet or exceed monthly payment, sales, and other key performance indicators.

Restaurant Operations Management: Oversee daily operations in accordance with company policies, with a focus on coaching and developing teams to optimise sales, efficiency, and profitability.

• Implement and enforce health and safety programs for employees, customers, contractors, and visitors.
• Lead a team of 80+ employees, providing training and resources to ensure safety, operational compliance, and talent development.
• Monitor and enhance team performance, applying performance management practices as needed to drive continuous improvement.
• Coordinate recruitment and selection of team members, aligning staffing levels with business needs.
• Conducted performance evaluations for staff members, identifying areas of improvement while recognizing outstanding achievements as well.
• Develop and execute strategies to meet KPIs, ensuring high standards of customer satisfaction.
• Build and maintain strong, trusting relationships with customers to promote loyalty and repeat business.
• Consistently achieve sales and performance KPIs, driving revenue growth and operational success.
• Effectively manage challenging customer situations with calmness and professionalism.
• Demonstrate expertise in customer service management to maintain high satisfaction levels.
• Submit process improvement recommendations to prevent recurring issues and streamline operations.
• Thrive in a fast-paced environment, maintaining productivity and quality under high-volume conditions.

• Effective Time Management: Prioritise tasks to ensure efficient use of time and meet deadlines in a dynamic environment.
• Customer Loyalty Development: Cultivate long-term relationships with clients by consistently delivering exceptional service.
• Customer Interaction: Engage with customers in a friendly, professional manner to enhance their experience.
• High-Volume Workload Management: Manage a demanding workload effectively while maintaining quality in fast-paced settings.
• Consistent Service Excellence: Uphold high standards of customer service during peak periods and high-pressure operations.
• Vendor Collaboration: Work closely with vendors on projects related to interior décor and concept design, ensuring alignment with brand vision.

• Order Assembly & Portion Control: Accurately assemble food orders while ensuring portion sizes meet established standards.
• Quality Assurance: Verify that all prepared food meets quality and quantity requirements before serving.
• Efficient Task Execution: Perform duties promptly and with attention to detail, ensuring operational efficiency.
• Inventory Management: Diligently restock workstations and display cases to maintain smooth operations.
• Customer Service Excellence: Maintain high standards of service, even during high-volume, fast-paced periods.
• Multitasking & Efficiency: Demonstrate strong multitasking skills, managing multiple orders simultaneously without sacrificing quality or speed.
• Team Collaboration & Adaptability: Work effectively with team members and remain open to coaching and feedback from management.