Lead the operational set up for a new business venture. • Worked with the guidelines set by the business owners to identify their visions for the business with a desire to be a hub for the community.• Brought to reality, in a bright, friendly atmosphere with engaging guest service. Created processes for an efficient customer journey which were continually monitored and adjusted as the business developed and grew.• Invaluable prior knowledge and experience of HACCP, Food Hygiene and risk assessments which alongside SFBB and food safety legislation shaped the policies and procedures used for safe food handling, and all that entails, resulting in a 5* Food Hygiene rating.• All employee onboarding; adverts, interviewing and induction.• Coordinated all operational training liaising with external companies for specialized training, alongside internal customer focused coaching and Front of house facing processes. Creating an environment for learning which promoted positive group performance.• Continued to monitor staffing requirements, identified people for development training up supervisory roles. Maintained standards through ongoing coaching.• Developed initial start-up menus, revising and building on these to meet the requirements of our guests. Whilst working to budget and within Food Cost targets.• Demonstrated talent in Microsoft excel implementing both inventory and payroll programs. Utilised to calculate pricing and report food costs, and predict labour costs based on rotas and compare with actual payroll

Managed the administration of the employee life cycle.• Liaised with store teams, maintaining training records and required company compliance.• Prepared offer letters, contracts and induction packages.• Co-ordinated the transfer to paperless staff files in preparation for a departmental transfer.

Franchise recruitment and onboarding. New Business Development and ongoing support• First contact, lead qualification, interviewing candidates and business presentation. • Monitored and analysed leads to improve the quality of candidates coming through. • Managed the franchise recruitment budget, reviewing strategy and advising on marketing plans.• Created a Learning and Development plan for all new franchisees and staff.• Provided elements of the Franchisee Onboarding Programme and new staff training ready for operation, leading a small team of trainers to ensure smooth transition. • Project management of all aspects of the franchise launch and operational onboarding up to opening. • Undertook and co-ordinated location and property searches. Overseeing of shop fit-outs. • Continued support, guidance and development of franchisees and staff once business is open. • Conducted Weekly performance-reviewing conferences with franchisees and CEO, reviewing sales, cost controls and KPI’s. Identified areas of excellence / required improvements. Shared best practices, experience and advice, offering solutions, ongoing coaching and development. • The go-to liaison for Franchisees, at HQ, addressing issues raised and actioning change. • Created a ‘Site review’ tool bringing consistency to the brand, setting standards in operational practices, hospitality, product quality and food safety.• Identified areas for brand improvement, recommended changes to procedures bringing the brand in line with legislation. Creating Policy and Training to initiate within the Tearooms.• Oversight and management of Franchisee and Business marketing, press advertising, paid search management, social media and point of sale. Recommendations made to streamline marketing resources and ensure advertising is fully branded and controlled.

Operational management and support for 25+ Franchisees, 45+ stores across 3 counties• Demonstrated finely tuned time management, organisational and relationship building skills.• Conducted legal monthly Evaluations, enforcing high standards of operation. Reporting to Regional, National and Corporate (USA) HQ.• Consultancy, mentoring and training in key aspects of running a business. Directed, and developed franchisees, managers and store level teams • Planned, organised and executed key training programs delivering constantly outstanding results, exceeding industry requirements.• Identified at-risk business and instrumental in implementing coaching and 8wk marketing schemes to turn around low profitability stores.• Maintained and monitored KPI targets and sales performance tracking for the territory of over 150 stores across the UK. Provision of weekly comparison sales updates and newsletters.• Completed location reviews for future development growth opportunities.

• Collaborated with L&D to design and develop a Management Induction Training Program.• Supported operational change initiatives within the business. • Identified areas of improvement at store level and initiated set standards. Retraining, coaching and developing my own team and promoting a solid learning environment and culture of continuous improvement

• Responsible for multiple sites and identifying core training needs within the business, specifically for new management and progression of staff within the franchise. • Instrumental in the opening of new outlets, and redevelopment of existing businesses. • Oversaw resourcing, reward and recognition programs, review and appraisals to maintain retention levels• Adapted operational manuals into bespoke tools to train all levels of employees• Enforced high work standards, defining skill requirements and monitoring staff performance