Junaid Ishfaq Email & Phone Number

United Kingdom

Alton Towers Resort

Warwick Castle

I secured a place in a brand-new internal talent acceleration programme which lead me to a 4 month placement at Warwick Castle. I was able to get involved in a variety of departments and projects included Retail and Guest Services. I fulfilled Duty Manager responsibilities and have been able to gain a greater understanding of the commercial elements of our business.

Alton Towers Resort

• Work alongside Head Chef and Finance Business Partner to find ways to continue growing our commercial stretch and to maximise revenues and profits. Support with Menu Development too. • To recruit and develop a core team of Hosts, Senior Hosts and Assistant Manager. Deliver regular training on Food Safety and Guest experience Modules. Key Focus’ on employee engagement and labour turn over. • Ensuring a smooth running of Breakfast, Lunch, Spa Lunch, Dinner and Corporate Dinner Services.… Show more • Work alongside Head Chef and Finance Business Partner to find ways to continue growing our commercial stretch and to maximise revenues and profits. Support with Menu Development too. • To recruit and develop a core team of Hosts, Senior Hosts and Assistant Manager. Deliver regular training on Food Safety and Guest experience Modules. Key Focus’ on employee engagement and labour turn over. • Ensuring a smooth running of Breakfast, Lunch, Spa Lunch, Dinner and Corporate Dinner Services. • Conduct regular performance reviews with the team.• Taking lead on all things Diversity and Inclusion related. • Create engagement calendars and training calendar with the team. • Constant adaption of operational SOP’s to fall in line with Covid Restrictions when applicable. • Incentivise the team to deliver great KPI’s.• Stock Management for Restraunts, Bar and Coffee Unit. • Overall responsibility for Departmental Fire Training, Risk Assessment, Food Audits to ensure we are always ready for a EHO / Charnwood Audit. • Ensure payrolls costs are achieved in line with budgeted figures. Show less

Alton Towers

• Completed Daily compliance work during closed period. For example, water running across all hotel areas to minimise risks of Legionella• Collaborated with a small team of SLT members to plan the successful re-opening of our Hotel and Leisure Facilities in line with new COVID19 Policies and Social Distancing• Implementation and constant review of COVID policies when started trading again.• Responsible for resolving all escalated complaints. • Managed 4 direct reports (Guest… Show more • Completed Daily compliance work during closed period. For example, water running across all hotel areas to minimise risks of Legionella• Collaborated with a small team of SLT members to plan the successful re-opening of our Hotel and Leisure Facilities in line with new COVID19 Policies and Social Distancing• Implementation and constant review of COVID policies when started trading again.• Responsible for resolving all escalated complaints. • Managed 4 direct reports (Guest Relations Managers). Responsible for managing their rotas, payroll, development plans and overall performance.)• Generating weekly KPI (Key Performance Indicators) Reports and analysing data and feedback to share with F&B, Housekeeping and Front Office teams. Highlighting positive comments and areas of concern.• Running daily hotel briefs for all departments.• Managing all guest Hotel, Waterpark and Spa queries and feedback via email, face to face and over the phone• Assume overall responsibility for Health and Safety in Public Areas. • Assume overall responsibility for the recording of Incident Forms and Near Misses• Implantation of Major Incident Training• Completing 2 to 3 DM shifts Weekly where I would be the most Senior manager on shift and would assume the responsibly of Incident Manager in the event of a Major Incident.• Running Staff incentives throughout all peak dates. Organising prizes for Staff that would be motivating. • Building a great rapport with the Hotel Director, Operating Managers and other Heads of Department. • Act as a guest ambassador in all aspects of my role. In meeting I would always ensure any business decision made had the best interest of our guests in mind. Show less

Alton Towers Resort

• Having established myself as a Reception Team leader the opportunity for a new Assistant Front Office Manager arose with the opening on the UK’s first CBeebies Land Hotel. I began this role in June 2017 but played an integral role in preparing the department ready for opening the new 76 roomed Hotel.• Writing new SOP’s in line with our new IP’s (BBC) regulations. • Recruitment of Team Leaders, Receptionist, Porters and Welcome Hosts. • Advanced knowledge of Opera PMS and Vision… Show more • Having established myself as a Reception Team leader the opportunity for a new Assistant Front Office Manager arose with the opening on the UK’s first CBeebies Land Hotel. I began this role in June 2017 but played an integral role in preparing the department ready for opening the new 76 roomed Hotel.• Writing new SOP’s in line with our new IP’s (BBC) regulations. • Recruitment of Team Leaders, Receptionist, Porters and Welcome Hosts. • Advanced knowledge of Opera PMS and Vision Online• Ensuring PCI compliance training for all new team members and refresher training for existing team member• Daily Health and Safety Audits• Creating and Delivering regular customer service training in line with Brand Standards.• Creating front line team rotas and team leader rotas; I have had to ensure that staffing levels are in line with monthly budgets set for the department• Managing Absence and Poor performance through Recorded Discussions, Investigations and Disciplinary Hearings. • Working with our Profit Protection and inputted a thorough audit process for tills and safe rooms across all properties.• The aspect of the role I have enjoyed the most in being able to manage my team. The team I currently manage is around 60 people, this include around 50 front line staff and 10 team leaders. I have built fantastic relationships with each individual and aided them in their progression• Leading Monthly Team Meetings• Attending Monthly KPI meetings with Operations Mangers and Head of Department• Assuming overall responsibly for all accommodation sites when on shift Show less

Alton Towers Resort

• Weekly stocktakes, • Preparing for conferences, training new members of staff, • Lead my own team of 4 to 5 team member each shift.• Be the first point of contact if a guest had a complaint• Managing a strongroom of £8000• Managing all Keys and Floats for all departments• Ensuring all Receptions are trained to a good standard on Opera PMS, Mitel Phone System and Delivery of Customer service

Alton Towers Resort

• Weekly stocktakes, • Preparing for conferences, training new members of staff, • Lead my own team of 4 to 5 team member each shift.• Support Porter team with delivery of luggage. • Be the first point of contact if a guest had a complaint• Managing a strongroom of £8000• Managing all Keys and Floats for all departments• Ensuring all porters have a good understanding of the various TV/computer systems used throughout the hotels.