Sacha Johnson
I have strong retail and hospitality experience, excelling in customer service, upselling, complaint handling, and stock control in fast-paced environments. I adapt quickly, thrive under pressure, and am passionate about delivering a welcoming, efficient service that ensures every customer feels valued on the shop floor.
Managed high-volume service with efficient seating and smooth guest flow of 200 seats. Maintained accuracy with guest preferences, special requests, and table arrangements. Communicated exceptionally well with both the team and guests to ensure a smooth service. Upheld a polished, friendly and approachable front-of-house presence. Guided, supported and motivated the host team to uphold consistently high standards. Highly proficient in SevenRoom reservation management system. Inventory tracking and stock counts. Worked closely with the Restaurant Manager to optimise seating and service pace. Adapted and resolved issues in high pressure environments, whilst keeping calm and efficient. Co-ordinated walk-ins, reservations, wait times and table flow in real time. Handled guest complaints, queries and delays with professionalism, consistently ensuring guests left satisfied. Trained new and existing staff on service standards, systems and guest interactions, delivering constructive feedback to drive development. Recognised 3 times as star employee within the front of house team by management.
Created a warm, welcoming atmosphere and build rapport with guests of all ages. Managed and engaged large groups of 10-40 people with energy and confidence. Handled complaints or challenging situations diplomatically and positively, ensuring high levels of client satisfaction. Created and managed bookings, building and tailoring events to match the individual needs of each client. Demonstrated strong adaptability and composure in fast-paced, unpredictable environments.
Managed schedules, prioritised workloads and consistently met deadlines in a fast-paced administrative environment. Professional written and verbal communication with clients and colleagues. Maintained accurate records and databases using CRM systems, ensuring data integrity and accessibility. Developed marketing and social media strategies to support business growth. Identified and followed up on business development opportunities to contribute to company growth. Demonstrated strong IT proficiency across a range of platforms and systems.
Delivered telesales support, proactively upselling products and services and consistently contributing to revenue growth. Investigated and resolved customer queries and complaints, ensuring high satisfaction outcomes. Raised and managed support tickets to enable accurate tracking and timely resolution of customer requests. Recognised as a regular top 5 performer, achieving 3 monthly performance awards in 2018.