People and Client Engagement Manager

• Jul 2021 - Present

General Manager

• Apr 2013 - Mar 2021

Headhunted by the owners to lead the development and growth of operations involving 10 businesses across 4 different venue sites. Reports: 200 Staff ▪ Opened 5 new businesses and developed new avenues of revenue. Grew a digital marketing program for City Wine Shop, with retail sales leading to a consistent 25% of turnover and a 50% growth of the database over 5-years. Digital Assets created enabled City Wine Shop to pivot rapidly and continue to trade as the only source of income for the Group during 5-months of the Covid-19 Melbourne Lockdown ▪ Delivered a Compliance Framework, that lowered risk and built business capability. Improved information sharing between venues, eliminated major breaches, and enhanced compliance across environmental health and engineering and the Liquor Licensing authority. ▪ Developed a proactive framework for effective people management. Delivered a training and succession framework, effectively attracting, promoting and retaining staff in a sector notorious for high rates of attrition. Created an employee management framework covering workplace employment, contracts and induction processes. ▪ Reduced costs across multiple business sites. Slashed fixed labour costs by $150,000 pa, through the evaluation of the process and rostering for public cleaning. Removed over 30 shifts per week, with cleaning staff re-assigned to the kitchen team. Secured savings of over $455K over a 7-year period, through the reassignment of administrative tasks and the right sizing of staff. Established a portfolio of house label wine, beer and ciders under the Monopole and McKay brands.

Head Sommelier

• Jun 2011 - Apr 2013

Promoted to the position of Head Sommelier. ▪ Grew sales through multiple education initiatives and events. Increased value by 20% by changing the ratio of sales which favoured wine, (leading to improved profitability); increasing the product mix of sales through knowledge and training of other staff; selling more stock held on premises and reducing the over ordering of product lines. Authored and delivered a 3-week wine education course, that increased overall sales. Developed an experiential tutored tasting and workshop format product for the Events team, leading to increased spending during Corporate Events bookings and brand reinforcement. ▪ Gained accreditation for the City Wine Shop, becoming an approved Program Provider of the world-renowned education programs in wine from the Wine Spirts and Education Trust, United Kingdom. Led accreditation and training process and wrote business case for licence. ▪ Improved inventory accuracy on a world-class wine list of 1,000+ wines, ($20 to $15,000). Results included wine being located and served within a 5 minute’s timeframe, reduction in theft of stock and effective accuracy on stock holdings. ▪ Developed a mentoring program, including the design of a curriculum and a focus on staff professional development, including encouraging completion of the certified Exams through the Court of Master Sommeliers.

Sommelier

• Jan 2009 - May 2011

Rejoined the European Restaurant upon returning from London in a newly created position as Sommelier. Navigated staff dynamics and focused on establishing effective operational systems and improving performance in all aspects of wine services. Rejoined the European Restaurant upon returning from London in a newly created position as Sommelier. Navigated staff dynamics and focused on establishing effective operational systems and improving performance in all aspects of wine services.

Project Leader

• Sep 2007 - Dec 2008

Led multiple campaigns simultaneously for a range of clients, including the NHS and the Lloyd's Banking Group. Underwent a rapid learning curve to lead recruitment services and large recruitment projects. ▪ Enhanced the quality of candidate ‘user experience’ during the Lloyds Banking Group Graduate Campaign. ▪ Developed a custom application form to meet changes to the UK Visa legislation and Education System Reforms and improve screening process. Conducted detailed research and instructed technical team to ensure changes applied to the application process. ▪ Reduced the level of complaints on the NHS campaign and avoided potential risk for a discrimination claim, by remedying key mistakes in the screening and application process.

Restaurant Manager

• Sep 2005 - Jan 2007

With limited budgets and resources, built and led a stable high performing front-of-house team. ▪ Improved service performance across teams, ensured rapid integration of new staff into a very busy operation and enhanced efficiency in the training of new staff through the creation and implementation of an induction process. ▪ Grew sales from the menu through the design of a food tasting notes template and standardised menu change process. Worked with the head chef, kitchen team and front of house staff, with restaurant gaining reputation for high professional standards. Regained #1 chef’s hat rating from The Age, Good Food Guide. ▪ Standardised practices for table reservations and bookings management, leading to increased bookings of up to 20%, a reduction in double bookings and improved use of tables. ▪ Increased capacity of tables in the outdoor section by 20% and reduced customer complaints, through the design of a customs waiter’s station for outdoor dining area and increasing seating capacity and service efficiency.