Experience

Black Star Pastry

• Australia
• Hospitality
• 1 - 100 Employee

• Customer Experience Manager

  • Jan 2023 - Present

• Customer Care Manager

  • Dec 2021 - Apr 2023

• Customer Care Manager

  • Dec 2021 - Apr 2023



The Green Moustache

• Canada
• Restaurants
• 1 - 100 Employee

• Venue Manager

  • Aug 2020 - Dec 2021

  - Coordinating day-to-day activities and providing leadership to 12 staff members while ensuring personalised service and customer satisfaction. - Participated in a rebranding project following the COVID-19 era, transforming the venue from a bar into a restaurant with a modern and nature-inspired atmosphere. - Collaborated in increasing average spend per head by assisting in the development of a new menu. - Reduced employee turnover by enhancing/driving the team culture and therefore attracting reliable and highly skilled staff members. - Led the implementation of a hospitality reservation and booking system (Collins), fully integrating restaurant reservations, enquiry management, comprehensive reporting, pre-ordering and payment. - Liaised with Collins' support team based in the UK to adapt the system according to the Australian standards and regulations. Show less



Chophouse Sydney

• Australia
• Restaurants
• 1 - 100 Employee

• General Manager

  • Sep 2019 - Aug 2020

  - Oversaw restaurant operations ensuring excellence in customer service, agile kitchen operations and a high performing team. - Led a positive culture shift by fixing critical issues and recruiting new staff members. - Assisted in menu development. Monitored and maintained restaurant equipment and scheduled routine service. - Liaised with the main office and senior management in regard to financial matters and goals. - Utilised Cooking the Books (online food-based operational management system) for food costs, stock control, electronic ordering and invoice management. Show less



Solotel - Australia's Most Diverse Hospitality Group

• Australia
• Hospitality

• Change Manager

  • Jan 2019 - Aug 2019

  - Participated in the implementation of a new reservations systems, gift cards program, POS integrations, EFTPOS system and websites companywide, including 38 venues across Sydney and Brisbane. - Created and deployed a comprehensive training program and delivered training manuals following the implementation phase. - Trained over 150 staff members across the venues, including several of Australia's iconic and renowned restaurants, such as Opera Bar, Aria Restaurant, Chophouse, Barangaroo House, Albion Hotel, Bank Hotel Newtown, and Courthouse, among others. - Provided optimal post-training support through 24/7 support team in case of any crucial issues. Managed communication between the venues and the system providers. - Created and managed along with other 3 team members a massive Excel spreadsheet featuring training documents, user's logins and scenarios, among other important information in regards to the project. Show less



Chophouse Parramatta

• Australia
• Restaurants

• Venue Opening Coordinator

  • Sep 2018 - Dec 2018

  - Led the opening of Chophouse Parramatta on time and within budget by recruiting and training staff members as well as implementing Solotel's procedures. - Acted as the restaurant manager in a transitioning strategy for two months. - Developed and delivered an intensive 1-week training program to 25 staff members, getting them ready to perform at the highest level while upholding the Chophouse culture, values and mission. - Fully trained the incoming manager on venue management, staff leadership and company procedures. - Implemented standard procedures and systems to ensure the smooth running of operations. Show less

• Assistant Manager

  • Apr 2013 - Sep 2018

  - Managed daily operations driving team performance based on excellent team culture and strong customer knowledge. - Provided insights into marketing and operational strategies as well as collaborated to the development of a highly profitable menu. - Managed and guided 20 staff members during two major acquisition processes, keeping the high level of performance and excellence in customer service. - Presented daily briefings providing insights to staff members. Coordinated roster and optimised resources ensuring the right balance for maximum profitability within the restaurant. - Provided reports to senior management on budget and overall restaurant performance. - Participated in weekly meetings with the marketing manager and head office in regard to special events and loyalty programs. - Led the smooth implementation of a new POS system and provided training to the team. Show less



Pony Lounge & Dining

• Australia
• Restaurants

• Assistant Manager

  • Mar 2011 - Apr 2013

  - Provided restaurant management and support, including staff management, recruitment and rostering. - Increased gross profit by 10% by enhancing staff engagement, increasing staff knowledge on products and driving incentives resulting in better customer service and selling of highly profitable items. - Provided restaurant management and support, including staff management, recruitment and rostering. - Increased gross profit by 10% by enhancing staff engagement, increasing staff knowledge on products and driving incentives resulting in better customer service and selling of highly profitable items.



Strada | Group of contemporary Italian restaurants

• Assistant Manager

  • Jul 2009 - Feb 2011

  - Coordinated daily operations to ensure the smooth running of the restaurant according to the company's strict procedures and policies while keeping the modern and cool restaurant atmosphere. - Developed and implemented new training for staff focused on the products (food and beverage), improving staff knowledge and increasing sales. - Coordinated daily operations to ensure the smooth running of the restaurant according to the company's strict procedures and policies while keeping the modern and cool restaurant atmosphere. - Developed and implemented new training for staff focused on the products (food and beverage), improving staff knowledge and increasing sales.



Arc - UNSW Student Life

• Australia
• Recreational Facilities
• 1 - 100 Employee

• Bartender

  • Mar 2008 - Feb 2009

  - Coordinated the daily bar operations, maintained an immaculate bar and cellar presentation, controlled stock and organised shifts and roster. - Managed the bar and up to 20 staff members on the occasion of events and concerts. - Coordinated the daily bar operations, maintained an immaculate bar and cellar presentation, controlled stock and organised shifts and roster. - Managed the bar and up to 20 staff members on the occasion of events and concerts.



The Bell Inn & Hill House

• Bar and Restaurant Manager

  • Dec 2003 - Jan 2008

  - Managed the daily running of the front house, including staff leadership and roster for the provision of excellent customer service to patrons, and stock management. - Managed the daily running of the front house, including staff leadership and roster for the provision of excellent customer service to patrons, and stock management.