Nicole Maynard

Experience

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  The Esprit Group

  Jun 2012 - May 2013

  Waitress

  Includes;WeddingsDinner partiesSocial functionsSport eventsServing food & drinkSetting tablesClearingServing canapésHostessingWorking in the cloak room

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  Coventry University

  Aug 2012 - Aug 2014

  Student Ambassador

  Includes;Open Days – tours, information stands, issuing keys.Student Centre – answering phones, reception desk, enrolment & module evaluations.Accommodation – Reception desk, phones, lock outs & mail issuing.

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  Done and Dusted

  Apr 2013 - Apr 2013

  Runner

  I applied and got work experience at the company as a runner, aiding the staff with their tasks, researching, designing, taking notes and delivering edits to other companies in Central London.

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  Magic Memories

  May 2013 - Feb 2014

  Front Line Sales & Photography

  My responsibilities were to take photographs before the customers entered the different attractions and then sell the photos to them at the end. This job was focused on meeting sales targets and giving the customers the best quality products.

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  Merlin Entertainments plc

  Feb 2014 - Apr 2016

  The main focus of my role was the day to day supervising of the Photography Department. As the London Dungeon is one of the leading attractions in the Dungeon brand we had to make sure that the memories that the customers take home (especially the photographic ones) make them remember the day positively, recommend it to friends and want to come back to visit again! It's making sure that that the photos are a good quality, dealing with technical issues that may arise and making sure the team are well supported and delivering memorable experiences to all the guests.Part of my role was training, many opportunities to join the team come up at the London Dungeon and part of my role was to make sure the team are fully trained and know what to do in any situation. I did a few different types of training including; till, cross department training, mystery shop, team building, customer service, cash handling, radio and fire training. Some of this training happened on the floor during shifts to allow the team members to learn whilst doing while other training happens after work in pre-planned workshops.I created the monthly rota which was my main administrative task and this relied on me working with the team to plan days off and holiday requests but also make sure that we have enough people to work with what the business needs.Usually twice a week I would do a Commercial Duty Manager shift which meant that during that time I would also be supervising the Retail Department as well assisting with any issues they may have and I also helped with their stock take four times a year.I dif weekly stock checks for the Photography Department to assist my line manager with the orders and then I also did a full stock take every few months to send to our partnership company.If we did have any dissatisfied customers I dealt with complaints and refunds, working with the customers to make sure that get great customer service regardless. Show less

  • Photography Senior Sales

    Oct 2014 - Apr 2016

  • Photography Sales Assistant

    Jun 2014 - Oct 2014

  • Operations Host (Seasonal)

    Feb 2014 - Jun 2014
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  Mitchells & Butlers

  Apr 2016 - Sept 2016

  Retail Graduate Assistant Manager

  I worked at a Mitchells and Butlers’ site in St Albans as a Retail Graduate Assistant Manager, my responsibilities included cash handling, recruitment, managing staff training, being a first aider on site, personal licence holder, duty manager on site, feedback/complaints and giving great customer service.Skills:TeamworkManagementCustomer ServiceMicrosoft OfficeTrainingOrganisationSalesWaitingBartendingRecruitingPayroll

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  Ambassador Theatre Group

  Sept 2016 - Feb 2018

  Ensuring that all customers of the theatre have a first class experience, ensuring their visit is both enjoyable and memorable and that the highest quality standards are delivered across the customer-facing operation at all times. Assist in managing all areas of the Theatre and Cinema's front of house operation including bars, Lounge, kiosks, events and hires. Assist in leading the team of staff working across these areas.Assisting in inspiring a dynamic and client-focused Customer Experience operation.To help deliver and exceed, profitability against set venue targets.To define and achieve the right experience for each customer occasion, adapting by show and season, and in consultation with the Customer Experience Manager.Take pride in the Theatre and Cinema, monitoring the appearance of the venues and reporting any issues, ensuring the building is welcoming, safe and fully operational.To work with ATG's central Customer Experience team, and the venue's senior management team, to ensure agreed strategies are implemented successfully.Ensuring venue targets and package sales are achieved.To assist in provide excellent communication between the venue team, customers and visiting companies.To assist with the recruitment and selection of all Team members in line with company policy.To ensure that rota levels are in line with the business needs to maximise the potential of all areas.To duty manage shows as requested.To assist in managing external merchandise for shows where necessary, working in partnership with promoters.To deputise for the CEM in the management of all stock levels and storage within the stipulated areas. Complete weekly audits of stock and oversee external stock audits.Ensure accurate completion of daily sales documentation, stock ordering and purchase order system where requested.Assist all departmental health & safety requirements, including risk assessments, COSHH, SET meetings, and emergency evacuation procedures. Show less To act as Duty Manager when required and maintain a high profile presence at incoming, outgoing and interval times in order to ensure the efficient running of all Front of House and building services at The Ambassadors.To rota the FOH staff, ensuring the needs of the venue are met at all times, and liaising with other departments to ensure all events are accounted for.To assist the FOH Manager with recruitment, training, appraisal and management of the team's performance. To efficiently schedule staff in order to ensure business and departmental objectives are achieved through the team.To monitor staff performance, offer effective feedback and sign off employees who meet the required standard as outlined in the 'Be A Star' employee development programme. To address any performance shortfalls that may arise.To ensure cash handling and stock handling policies and procedures are adhered to, and stock checks and stock ordering is carried out efficiently and on schedule. Along with the successful implementation of weekly stock audits.To assist the team with achieving sales targets, SPH and managing service and sales at all times.To ensure the FOH team are performing to a high standard and achieving high mystery shopper scores through effective training and performance management.To work I'm partnership with internal and external stakeholders in order to ensure an effective maintenance programme is implemented, Licensing Authority Guidelines and H&S procedures are adhered to and emergency evacuation protocols are imparted and practiced by all relevant visitors and employees. Show less

  • Deputy Customer Experience Manager

    Mar 2017 - Feb 2018

  • Assistant Front of House Manager

    Sept 2016 - Feb 2017
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  The Araca Group

  Nov 2017 - May 2019

  Merchandise Sales Assistant
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  Bernie Grant Arts Centre

  Feb 2018 - now

  I managed the Box Office and Front of House operations at the Bernie Grant Arts Centre in Tottenham.The complex hosts a Theatre, cinema, rehearsal/performance studios, exhibition space and an Enterprise Centre for creative businesses.My responsibilities include; Managing the ticketing operations via Spektrix, team management and appraisals, building rotas for both departments for permanent and sessional staff, duty management when required, inductions and training of staff, liaising with visiting companies, production meetings for upcoming events, constructing ticketing and sales reports, handling queries and complaints, recruitment, being a duty first aider, cash handling and updating policies.For more information on the Centre visit https://www.berniegrantcentre.co.uk/ Show less

  • General Manager

    Aug 2023 - now

  • Administration & Site Manager

    Jul 2020 - Aug 2023

  • Administration & Visitor Operations Manager

    Dec 2019 - Jul 2020

  • Box Office & Front of House Manager

    Feb 2018 - Dec 2019
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  Shoreditch Town Hall

  Sept 2018 - Mar 2023

  Duty Manager