Alice Murgia

Experience

• 

  La Bottega di Sara

  Sept 2011 - Apr 2014

  Assistant Manager
• 

  Oasi Cafè

  May 2014 - Sept 2014

  Assistant Manager
• 

  Wagamama

  Sept 2014 - Oct 2015

  Customer Service Team Lead

  ・Owning and managing the development of each team member, undertaking regular performance reviews, and giving feedback as required.・Carrying out quality monitoring in line with the company policies.・Coordinating department schedules to maximise coverage during peak hours.・Supporting GM with daily briefs and one to one where necessary.・Collecting customer feedback and delivering reports to leadership to promote improvements.・Resolving service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem.・Assuming ownership over team productivity and managing work flow to meet and exceed quality service goals.・Reviewing repeated issued within operations and business management to solve problems and improve company outcomes. Show less

• 

  Itsu

  Nov 2015 - now

  ・Payroll data entry (new starters and leavers paperwork), upload of documentation such as return to work, risk assessments, right to work in the UK, annual leave requests.・Processing and entering employees attendance and absence on Fourth Hospitality system, ・Achieving store set sales targets on a daily, weekly, quarterly and annual basis.・Managing all administrative aspects of the job are carried out efficiently and completed accurately within the required timelines. For example, Sales Reports, Daily Sales and Banking Sheets, HR and Payroll documentation, Health and Safety etc.・Monitoring daily and weekly product sell through, assessing trends of best sellers and reading to stock levels in store.・Achieving KPI targets, and personal objectives, set monthly as well as annually during performance review.・Dealing with client complaints efficiently and effectively in line with Company policy and to ensure client expectations are exceeded.・Driving productivity and profitability across the store by analysing gross profit, labour cost, sales, ATV, customer data capture, in order to identify deficiencies and opportunities.・Engaging the team through strong leadership, setting objectives and ensuring everyone is clear about the results they need to deliver.・Developing trust and loyalty through fair and consistent management of the team.・Coaching and developing the team to ensure targets are consistently exceeded.・Identifying and resolving all employees issues in a prompt and professional manner, in partnership with the HR Team.・Managing a team of 16 employees, overseeing the hiring, training and professional growth process. Show less ・Hiring and managing all kitchen staff, according to the standards required by the Company.・Working directly with Health and Safety department, Supply Chain team, Operational management and HR department, in order to achieve the best results for the company.・Overseeing food preparation and monitoring safety procedures, according to HACCP regulation.・Managing a team of 10 to 16 employees, overseeing the hiring, training, and professional growth process.・Monitoring multiple databases to keep track of all Company inventory.・Holding daily team briefing sessions using all forms of communication available.・Daily task planning and ensuring completion of tasks by self and other staff.・Producing monthly staffing schedules that ensure proper coverage to provide high levels of customer service and maximise sales in the store. Show less

  • General Manager

    Feb 2022 - now

  • Kitchen Manager

    Jul 2017 - Feb 2022

  • Kitchen Team Leader

    Nov 2015 - Jul 2017