I V O R I C H L I
St Kitts & Nevis
Summary
A seasoned luxury hospitality professional with a rich background in managing high-end properties, elevating revenue by 23% through strategic F&B expansion and international sales, recognized for orchestrating seamless guest experiences and securing features in prestigious publications. Skilled in diverse roles across renowned venues worldwide, equipped with a BTEC Hospitality Level 3 and a commitment to excellence, seeking to bring expertise and a global perspective to redefine hospitality standards.
Overview
8
8
years of professional experience
Work History
General Manager
Golden Rock Inn
Nevis
- Achieved a 23% increase in annual revenue for an 11-bedroom property by strategically expanding the Food & Beverage (F&B) offerings, cultivating the events business, and boosting occupancy through targeted overseas sales trips to the US and the UK.
- Spearheaded the annual reopening of the property, elevating the level of service and guest experiences by implementing comprehensive training programs and incentive schemes for a 45-member team, resulting in enhanced guest satisfaction and loyalty.
- Managed all operational facets, including reservations, rotas, payments, and reporting, ensuring seamless coordination across departments and optimizing overall efficiency.
- Played a pivotal role in securing international recognition, with the property featured in prestigious publications such as Vogue US, Fathom, and Luxury Lifestyle magazines, showcasing its exceptional service and offerings.
- Demonstrated leadership in driving continuous improvement, successfully positioning the property as a sought-after destination and contributing to its growth and acclaim within the competitive hospitality industry.
Assistant Manager
Tally Ho
Eversly
02.2021 - 08.2021
- Achieved a 15% increase in overall bar revenue by implementing innovative concepts and experiences, strategically designed to enhance customer engagement and satisfaction.
- Elevated team performance through targeted skill development initiatives, resulting in a 20% improvement in service efficiency and customer interaction.
- Spearheaded the implementation of a comprehensive training program, leading to a 25% enhancement in the team's ability to exceed guest expectations and deliver exceptional service.
- Implemented a streamlined inventory management system, resulting in a 30% reduction in wastage and a 15% increase in cost-effectiveness.
- Successfully contributed to a 10% growth in sales by fostering a customer-centric environment, ensuring the team consistently delivered memorable experiences that translated into increased customer loyalty and repeat business.
Waiter Supervisor
Bills, Bondi Beach
Sydney
08.2019 - 01.2020
- Enhanced overall dining experience: Orchestrated and streamlined table service operations, optimizing efficiency and improving customer satisfaction by 20%. Implemented a personalized tableside ordering system, resulting in a 15% increase in average per-table spend.
- Elevating team performance: Instituted a comprehensive training program for section waitstaff, resulting in a 30% reduction in order errors and a 25% increase in team productivity. Implemented a performance metrics tracking system, leading to a 10% improvement in overall service ratings from customer feedback.
- Revenue maximization through suggestive selling: Spearheaded a strategic initiative to train staff in the art of suggestive selling, resulting in a 25% uptick in upsell revenue. Introduced a targeted promotion during peak hours, contributing to a 15% increase in revenue during those specific time slots.
Management Trainee-FO Host/Management Trainee- F&B
Como The Treasury
Perth
01.2019 - 07.2019
- Accomplished a 20% increase in guest satisfaction by implementing efficient check-in and check-out procedures, reducing wait times by 15% and introducing personalized service touches based on guest feedback.
- Optimized guest request handling, achieving a 25% reduction in response time through the implementation of a dynamic task prioritization system and improved inter-departmental communication.
- Maximized restaurant occupancy by 30% through the development and execution of a data-driven reservation system, optimizing table turnover, and collaborating with the culinary team to synchronize reservations with kitchen capacity.
- Elevated order efficiency by implementing a streamlined communication system, reducing order processing time by 20%, resulting in improved guest satisfaction at Wildflower fine dining restaurant.
- Optimized guest experience and revenue flow by introducing a personalized dish explanation approach, enhancing customer engagement and increasing average bill amounts by 15% through upselling strategic menu items.
Rooftop Bar Manager/ Night Manager
The Varsity hotel & Spa
Cambridge
05.2018 - 07.2018
- Achieved a 20% increase in patron satisfaction at a bustling outdoor bar through strategic customer engagement initiatives, such as personalized cocktail recommendations and efficient issue resolution, enhancing overall guest experience.
- Contributed to a 15% reduction in operational incidents during Night Manager shifts by implementing meticulous staff training programs and efficient communication protocols, ensuring a seamless and secure nighttime environment for both guests and staff.
Rooftop Bar Manager/ Night Manager
Innventure Hospitality
Cambridge
04.2016 - 04.2018
- (Cross Keys Hotel, Saffron Walden, Broadway Hotel, Letchworth; D’Arrys Restaurant & Loft, Cambridge)
Assistant Restaurant Manager
Lime Beach Bar & Chrisi Beach
Nevis,West Indies
12.2015 - 03.2016
Front of House Supervisor/ 2nd Chef
Bembridge Sailing Club
Isle Of Wight
08.2014 - 10.2015
Hotel Trainee
Trassierra
Seville
05.2014 - 08.2014
Bartender
Royal Hotel Ventnor
Isle Of Wight
07.2013 - 10.2013
From Trainee Manager to Assistant Manager
Innventure Hospitality
- Spearheaded operational enhancements across three Innventure properties in the South East of England, progressing from Trainee Manager to Assistant Manager. Implemented streamlined inventory management procedures, resulting in a 20% reduction in stock discrepancies and enhancing overall property efficiency. Successfully orchestrated cross-functional staff training programs, boosting team productivity by 15% and elevating customer satisfaction metrics by 25%.
- Played a pivotal role in the management team's strategic decisions, contributing to the growth and success of Innventure's multiple properties. Initiated and executed a targeted guest loyalty program, leading to a 30% increase in repeat bookings and a notable uptick in customer lifetime value. Instituted cost-effective sustainability practices, reducing operating expenses by 15% while achieving Green Hospitality certification for all properties.
Education
UKSA Cowes
Isle Of Wight, UK2015
Newport College
Newport, Isle Of Wight, UK2013
Bredon School
Tewkesbury, Gloucestershire, UK 2013
Skills
- Adaptability
- Negotiation
- Team Building
- Budgeting
- Project Management
- Sales and Marketing Strategy
Timeline
Assistant Manager
Tally Ho
02.2021 - 08.2021
Waiter Supervisor
Bills, Bondi Beach
08.2019 - 01.2020
Management Trainee-FO Host/Management Trainee- F&B
Como The Treasury
01.2019 - 07.2019
Rooftop Bar Manager/ Night Manager
The Varsity hotel & Spa
05.2018 - 07.2018
Rooftop Bar Manager/ Night Manager
Innventure Hospitality
04.2016 - 04.2018
Assistant Restaurant Manager
Lime Beach Bar & Chrisi Beach
12.2015 - 03.2016
Front of House Supervisor/ 2nd Chef
Bembridge Sailing Club
08.2014 - 10.2015
Hotel Trainee
Trassierra
05.2014 - 08.2014
Bartender
Royal Hotel Ventnor
07.2013 - 10.2013
General Manager
Golden Rock Inn
From Trainee Manager to Assistant Manager
Innventure Hospitality
UKSA Cowes
Newport College
Bredon School
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