Elsje Hugo Email & Phone Number

Gauteng, South Africa

Representing premium South African wine estates in the United Kingdom. Growing the UK presence and sales alongside the customer experience in order to build the brand and relationships. - Creating brand awareness through storytelling- On and Off Trade - Presenting tastings - Providing training for the teams working with the products Cloof, De Grendel, Fort Simon, Glen Carlou, Saxenburg

United Kingdom & Worldwide

Supporting Ian Golding in the delivery of consulting and knowledge transfer solutions around the world.- Customer journey mapping- Reporting and documentation- CX communication and engagement

United Kingdom

Increasing brand awareness of our wines with existing and future relationships throughout the UK. - Creating a picture of the brand through story-telling, tastings and training

Cape Town Area, South Africa

Managing and designing personalised guest experience through training and leading tasting room staff in the day-to-day running of the tasting room.- Continuous development of offerings within the tasting room to develop brand image through focus on the customer experience- Growing sales in the tasting room and surpassing sales targets with focusing on the customer and the experience and service provided- Design of training programs to guide staff to think 'customer'. This includes Customer Journey Mapping and continuous analysis and identifying improvement and opportunity points- Running regular training days throughout the each month including on shift training- Managing, developing and training of staff members and focus on staff motivation and positive working environment to lead sales force- Incentive scheme design and management with targets. This is in continuous development for improvement and to drive motivation - Conducting public tastings and representing the brand at wine shows and industry events- Shift management, salaries and weekly banking - Monitoring stock control and implementing and managing SOPs- Providing a consistent high level of customer service, ensuring this is reflected through tasting room staff and through their continuous training- Organising and conducting private tastings, cellar tours and farm tours- Representing the brand in the marketplace and develop relationships with key accounts, clients and suppliers both regionally and nationally- Shadowing winemaker during harvest season to strengthen understanding of wine making process

United Kingdom & Worldwide

Working with NetCNS in order to identify the real needs of the customer.- Capturing, identifying and measuring customer needs and wants- Assisting in workshop delivery - Focus on Voice of Customer, Customer Engagement and the development of staff to provide the best customer experience possible

London, United Kingdom

Ashbourne, United Kingdom

Responsible for the day-to-day running of the hotel including reservations and functions as duty manager.- Managing basic accounting procedures, invoicing, credit card payments and cash operations- Front of house with high customer service level, reception and guest correspondence over email and telephone- Conducting wedding viewings and working all aspects of wedding events- Organising conferences, private dining and functions- Carrying out ‘on duty’ staff training- Self trained cellar management, stock taking and basic sommelier wine pairings- Representing the hotel in the marketplace and develop relationships with key accounts and clients- Guest service management and dealing with complaints

Buxton, Derbyshire. United Kingdom

Full time employee progressing through levels of the business where I continued to gain further responsibility.- Providing a constant high level of service and interaction to customers through creating a friendly,hospitable environment- Ensuring the cleanliness of the restaurant, bar and restroom facilities- Supervising shifts when manager not present- Responsibility of training new staff members- Wine and beer stock taking and management of orders- End of day cashing up and close down

Sheffield, United Kingdom

First Class Honors Bachelor Degree, International Hospitality Management

Activities and Societies: General Manager- University of Derby Graduation 2013, Level 1 Certificate in Food Hygiene, Events Society.

Level 3 Wines

Level 2 In Wine, Distinction

Getsmarter Online Course, Sales Management

Education record

Activities and Societies: Duke of Edinburgh Gold Award, Community Sports Leader Award, Junior Sports Leader Award, Maths Leadership Award.

Education record