Angela Dalton

Director / Secretary / Owner / Operator of a Hotel in regional NSW 1.25 hours from Sydney in the Southern Highlands.

I purchased a pub of my own after 22 years in hospitality. I employed approximately 15 staff at any given time.. The hotel had 22 guest rooms, 2 bars, 1 bistro, gaming room with 9 poker machines and outdoor garden / dining area.

I operated the entire venue with my business partner for the 9 years, which included every single aspect of the business including all front and back of house.

• Trained and motivated employees to perform daily business functions.
• Consulted with customers to assess needs and propose optimal solutions.
• Kept all building areas and equipment functional and well-organized to promote business performance.
• Assessed income and expenses and adapted plans to improve profit levels.
• Developed business plan, processes and procedures to provide superior [Product or Service] to customers.
• Prepared annual budgets with controls to prevent overages.
• Operated with safety and skill to avoid accidents and delays.
• Spoke professionally with customers regarding complaints, gathering all necessary information to make educated decisions and address issues.
• Dealt with customer indiscretions and handled unruly customers

• Interacted well with customers to build connections and nurture relationships.
• Implemented business strategies, increasing revenue and effectively targeting new markets.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
• Supervised operations staff and kept employees compliant with company policies and procedures.
• Assisted in recruiting, hiring and training of team members.
• Scheduled employees for shifts, taking into account customer traffic and employee strengths.
• Trained new employees on proper protocols and customer service standards.

• Developed and implemented promotional strategies to increase occupancy.
• Oversaw day-to-day operations of [Number]-room hotel with staff of [Number] employees.
• Offered appropriate reservation options based on expected attendees when coordinating events.
• Implemented successful strategies to increase customer satisfaction.

• Developed and implemented marketing strategies to promote hotel services.
• Hired and trained new employees, demonstrating best methods for serving clients and guests.
• Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
• Established and upheld high standards, promoting great customer service and assistance to guests.

• Explained daily specials and beverage promotions to exceed daily sales goals.
• Assisted in setting up and breaking down bar area for special events.
• Delivered food to customers at bar and tables.
• Prepped menu items to serve guests quickly resulting in high levels of customer satisfaction and excellent feedback scores.
• Learned how to make wide variety of mixed drinks.
• Coordinated with servers and bartenders to maintain smooth operation of bar area.
• Collected trash, wiped up spills, and removed trays to maintain fresh and clean customer areas.
• Transported dirty utensils, dishes, and trays to kitchen to help team stay on top of cleaning.
• Notified management of guest complaints for quick, effective resolution.
• Adhered to alcohol policies and procedures and complied with local and state laws.
• Operated POS system to collect payments from customers.
• Checked ID cards and verified bar guests were of legal age.
• Replaced empty kegs and soda syrups.
• Processed $[Amount] in customer monetary transactions daily and balanced register at end of shift.