Samraj Sandhu

- Full responsibility for day-to-day management and safe operation of a busy cocktail bar and restaurant - Managed venue safety, customer welfare, and staff supervision in line with licensing, health & safety, and food hygiene regulations - Led recruitment, training, and ongoing development of bar and floor staff - Oversaw cash handling, end-of-day banking, and payment systems including Tapa and Dojo - Used Excel spreadsheets to track financial data, stock levels, rotas, and performance metrics - Ensured the venue consistently met EHO, hygiene, and compliance standards, preparing for inspections - Completed essential administrative duties, including rotas, reporting, ordering, and supplier coordination - Used the Tapa system to carry out weekly stock takes, monitor usage, and manage all inventory ordering to maintain stock control and minimise waste - Personally managed oil changes, grease trap maintenance, and deep cleaning of both kitchen and bar areas to ensure full hygiene and safety compliance

- Proficient in the use of Opera and MICROS systems for reservations, billing, and food & beverage operations - Supported and covered  multiple food and beverage outlets across the resort, including Sky Bar and World Bar - Delivered high-level guest service, proactively resolving issues and complaints to ensure positive guest experiences - Worked closely with management and emergency services (Police, Ambulance) when managing vulnerable, disruptive, or high-risk guests - Maintained accurate administrative records, managed online bookings, completed incident reports, and conducted fire alarm checks and security walks each shift - Fully trained in Food Hygiene and Health & Safety, ensuring compliance with hotel policies and legal requirements - Conducted internal night audits, ensuring accurate financial reconciliation, reporting, and completion of all associated administrative duties

Remote Working - Took part in structured onboarding and platform training covering energy and multi-utility services, billing procedures, regulatory compliance, and customer service frameworks. - Assisted with and shadowed real-time customer contacts across phone and digital channels, building strong foundations in call handling, identity checks, and problem resolution. - Gained a solid understanding of first-contact resolution, quality standards, and performance metrics within a high-volume contact centre setting. - Developed practical experience using Utility Warehouse customer account systems and remote-working tools while adhering to data protection and information security requirements.

Sitel - Acted as first point of contact for patients via phone and email, handling an average of 45–60 patient interactions per day while maintaining a calm, empathetic and professional manner. - Triaged patient queries and symptoms efficiently, prioritising urgency and escalating to appropriate clinicians, contributing to faster response times and improved patient flow. - Managed a high volume of confidential patient communications, accurately documenting information and maintaining 100% adherence to data protection and confidentiality standards. - Delivered clear reassurance and emotional support to patients, helping to reduce anxiety and resolve concerns at first contact, achieving an estimated 85–90% first-contact resolution rate. - Demonstrated strong remote-work skills, including time management, written communication and independent problem-solving, consistently meeting service targets in a fast-paced, high-pressure environment.

Access to Higher Education Diploma