Owen Frankis
Canberra
Summary
Experienced professional in food and hospitality industry with a proven ability to advance from entry-level to management positions. Skilled in customer service, team leadership, kitchen operations, staff training, conflict resolution, and upholding food safety standards in casual dining, fine dining, and high-volume restaurants. Possessing a deep understanding of front-of-house and back-of-house operations to lead teams effectively, deliver exceptional service, and create memorable dining experiences. Demonstrated expertise in team leadership, strategic planning, and operational management, consistently fostering productive work environments and achieving objectives through strong communication and organizational abilities.
Overview
18
18
years of professional experience
Work History
Team Leader
Grill'd Healthy Burgers
Canberra, Australian Capital Territory
08.2023 - 04.2025
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
Restaurant Manager
Pattysmiths
Canberra, Australian Capital Territory
09.2021 - 07.2023
- Managed daily operations to ensure a high level of efficiency, consistency, and quality in both food and service.
- Carefully interviewed, selected, trained, and supervised staff.
- Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
- Correctly calculated inventory and ordered appropriate supplies.
- Conducted performance evaluations for staff members, identifying areas of improvement while recognizing outstanding achievements as well.
- Quickly identified problem situations and skillfully resolved incidents to satisfaction of involved parties.
- Conducted health, safety, and sanitation process evaluations to identify and remedy any violations immediately.
- Mentored and developed staff members for career advancement opportunities, leading to a more skilled and motivated workforce.
- Achieved consistent compliance with health and safety regulations, conducting regular staff training sessions.
- Cultivated strong team culture, organizing team-building activities that improved morale and teamwork.
- Managed staff schedules and maintained adequate coverage for all shifts.
- Verified prepared food met standards for quality and quantity before serving to customers.
- Inspected equipment and machinery for proper working condition and directed staff to clean and repair as needed.
Manager
Hungry Jacks
Canberra, Australian Capital Territory
03.2018 - 08.2021
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Improved safety procedures to create safe working conditions for workers.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
Steward
Hyatt
Canberra, Australian Capital Territory
10.2017 - 03.2018
- Performed thorough cleaning tasks after each shift, maintaining a spotless work area for colleagues and patrons alike.
- Supported banquet events by efficiently preparing tables, serving guests, and clearing dishes promptly after completion.
- Scraped, washed and efficiently restacked dishware, utensils, and glassware to keep kitchen ready for customer demands.
- Enhanced customer satisfaction by providing exceptional service and attending to passenger needs.
- Maintained swift pace of work to meet business demands for cleaning and supplies storage.
- Accepted opportunities to learn new skills, improve performance and cross-train for other positions.
- Assisted in training new stewards on company policies and procedures, fostering a supportive team environment.
- Boosted team efficiency by keeping kitchen areas organized, clean, and properly sanitized.
- Stepped into additional roles during busy times to boost coverage of important stations.
- Effectively communicated with team members regarding meal orders or special requests from passengers for streamlined service delivery.
Night Shift Supervisor
Subway
Canberra, Australian Capital Territory
01.2016 - 11.2016
- Assisted customers with complaints, questions, and concerns
- Observed each team member to ensure duties were being carried out and provided constructive criticism if needed
- Maintained stock of products and ordered new products when stock was running low
- Performed preventative maintenance to maintain optimal productivity
- Read and followed standard operating procedures
- Ensured that all health and safety guidelines were followed
- Made sure that products were produced on time and are of good quality
- Kept work areas clean and neat
- Maintained quality assurance and customer satisfaction objectives
Team Leader
IGA
01.2015 - 12.2015
- Assisted customers with selecting and customizing available items based on individual requirements
- Cleaned and organized the store, including the checkout desk and displays
- Completed all daily tasks and special assignments with an efficient and quality-driven approach
- Followed merchandising guidelines to present visually appealing displays
- Stocked and replenished merchandise according to store merchandising layouts
- Contacted other store locations to determine merchandise availability
- Alerted customers to upcoming sales events and promotions
- Welcomed customers into the store and helped them locate items
- Completed all cleaning, stocking and organizing tasks in assigned sales area
Kitchen Hand
Beach Burrito Co
01.2014 - 01.2015
- Followed proper handling and sanitation procedures to ensure food safety for customers
- Checked the pantry multiple times per shift and restocked it whenever food items were running low
- Immediately cleaned up spills on the floor to reduce the chance of accidents in the kitchen
- Chopped vegetables, cut up fruit and prepared sauces when the kitchen staff was busy
- Sanitized all pots, pans, utensils, kitchen appliances and equipment using company-approved cleaning supplies
- Kept facility compliant with health codes, sanitation requirements and license regulations
- Resolved guest complaints quickly and efficiently
- Refilled and rotated items on shelves to maintain well-stocked inventory
- Washed and disinfected kitchen area, floors, tables, tools, knives and equipment
- Weighed and labeled products
Assistant Manager
Hungry Jacks
02.2007 - 01.2014
- Reviewed sales and merchandising reports to achieve profit goals, reduce back stock and predict sales
- Monitored cash intake and deposit records to increase accuracy and reduce discrepancies
- Performed investigations on market flows to identify seasonal trends and forecast consumer needs
- Addressed problems with customers to promote quick and successful resolution
- Provided excellent customer service, driving membership loyalty and increasing customer satisfaction rates
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities
- Coordinated weekly conferences with store associates to communicate sales and customer service goals
- Managed weekly inventory transactions by creating templates to ensure optimal food and beverage stock
- Managed multiple priorities in fast-paced environment
- Oversaw and managed operational and financial projects to deliver on time and within budget limitations
- Encouraged sales staff to cross-sell complementary products and services to customers
- Recruited, interviewed and hired individuals who would bring passion and dedication to the positions at hand
- Achieved recognition from senior management for contributions to the store's success by managing sales, employees and operations to achieve optimal performance
- Resolved all issues professionally and in a timely manner
- Increased operational efficiency by training staff on best practices and protocols
- Handled scheduling to ensure proper staffing for high-volume shifts and seasonal promotions
Education
No Degree - Working with Vulnerable People
Commissioner For Fair Trade
Canberra, ACT01.2020
No Degree - Responsible Gambling Services
Access Recognized Training
Canberra, ACT01.2019
No Degree - Use Hygienic Practices For Food Safety
Access Recognized Training
Canberra, ACT01.2019
Certificate II - Security
Access Recognized Training
Canberra, ACT01.2018
No Degree - Prepare To Work Safely In The Construction Industry
Creative Safety Initiatives
Canberra, ACT01.2018
Skills
- Effective team leadership
- Effective communication
- Experienced in managing organizational change
- Staff development coordination
- Inventory management
- Cash management
- Risk assessment and mitigation
- Recruitment expertise
- Roster management
- Service excellence
- Fostering a positive environment
- Public outreach initiatives
- Workplace safety protocols
- Team development
- Customer-focused complaint resolution
Accomplishments
- Improved online restaurant reviews by successfully handling customer complaints, implementing monthly staff training and refining lunch and dinner menus.
- Resolved product issue through consumer testing.
- Supervised team of 20 plus staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Languages
English
Timeline
Team Leader
Grill'd Healthy Burgers
08.2023 - 04.2025
Restaurant Manager
Pattysmiths
09.2021 - 07.2023
Manager
Hungry Jacks
03.2018 - 08.2021
Steward
Hyatt
10.2017 - 03.2018
Night Shift Supervisor
Subway
01.2016 - 11.2016
Team Leader
IGA
01.2015 - 12.2015
Kitchen Hand
Beach Burrito Co
01.2014 - 01.2015
Assistant Manager
Hungry Jacks
02.2007 - 01.2014
No Degree - Working with Vulnerable People
Commissioner For Fair Trade
No Degree - Responsible Gambling Services
Access Recognized Training
No Degree - Use Hygienic Practices For Food Safety
Access Recognized Training
Certificate II - Security
Access Recognized Training
No Degree - Prepare To Work Safely In The Construction Industry
Creative Safety Initiatives
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