Caroline Smith
Curlewis,VIC
Summary
Enthusiastic and driven candidate with proven experience in fast-paced settings. Committed to providing friendly and professional service. Hospitable Manager leverages interpersonal and communication skills to lead, influence and encourage staff and deliver outstanding experiences. Advocates sound financial and business decision-making and demonstrates honesty and integrity. Talented with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Motivated business professional dedicated and personable in managing administrative and sales operations and personnel. Creative with exceptional background spent in Hospitality. Proven leader with engaging demeanor and success working in most demanding environments. Talented in training and mentoring successful teams. Results-driven professional with forward-thinking approach centered on company success and competitive growth.
Overview
18
18
years of professional experience
Work History
Front of House Manager
Portarlington Golf Club
11.2022 - Current
- Resolved guests complaints while maintaining positive customer environment.
- Managed day-to-day FOH operations to drive quality, standards, and meet customer expectations.
- Maintained positive team environment by encouraging teamwork and respect in accordance with company mission.
- Adhered to safe work practices, food safety regulations, and corporate guidelines.
- Managed staff schedules and maintained adequate coverage for all shifts.
- Motivated staff to perform at peak efficiency and quality.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
General Manager
Rockpool Dining Group
03.2021 - 10.2022
- Prepared weekly schedules and assigned tasks to staff to maintain organized shift and smooth operations while adhering to labour controls.
- Oversaw balancing of cash registers, reconciled transactions and kept detailed reports of profits and loss.
- Implemented marketing strategies to increase sales and customer loyalty to create unique events and special promotions to drive sales.
- Motivated staff to perform at peak efficiency and quality.
- Kept facility compliant with company policies and procedures, health codes, sanitation requirements and license regulations, alleviating potentially heavy fines.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
Operations Manager
Crown Casino Melbourne
01.2019 - 03.2022
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Reduced operational risks while organizing data to forecast performance trends.
Business Manager
Delaware North
01.2021 - 02.2021
- Oversaw day-to-day business operations on sales floor by fostering deep professional relationships with wholesale contacts and customers.
- Promoted energetic atmosphere with purpose to drive improvements in customer care and experiences.
- Recruited, hired, mentored and trained 100+ staff on business procedures, policies, duties and customer care methods.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Interacted well with customers to build connections and nurture relationships.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Venue Manager
Bia Hoi Vietnamese Beer Hall
10.2020 - 01.2021
- Inspected facility daily for overall cleanliness and to check supply quantities for reordering and restocking.
- Supervised events from start to finish using effective crowd control methods.
- Maximized cost-effectiveness by complying with budget, labor and revenue benchmarks.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Interacted well with customers to build connections and nurture relationships.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
Business Manager
Delaware North
01.2019 - 03.2020
- Oversaw day-to-day business operations on sales floor by fostering deep professional relationships with wholesale contacts and customers.
- Promoted energetic atmosphere with purpose to drive improvements in customer care and experiences.
- Recruited, hired, mentored and trained 100+ staff on business procedures, policies, duties and customer care methods.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Interacted well with customers to build connections and nurture relationships.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Owner/Operator
Rock O Cashell
01.2017 - 03.2020
- Oversaw end-to-end business processes to maintain proficiency and profitability.
- Oversaw business budget planning and administration, accounting functions, purchasing, and bi-weekly payroll to handle financial needs.
- Led screening, hiring and staff scheduling to maintain compliance with group goals, Trained and motivated employees to perform daily business functions.
- Devised and deployed sales and marketing tactics to drive strategic growth and support achievement of revenue goals.
- Prepared bank deposits and handled business sales, returns and transaction reports.
- Developed and implemented marketing strategies to generate new customers and increase sales and profit margins.
Volunteer
Geelong United Basketball
01.2008 - 03.2019
- Know and understand league rule book and any change and Teach players the rules of the game
- Study skills and abilities of players to Devise drills and practice exercises that will adequately prepare players
- Work with individual players to hone their particular skills and eliminate bad habits
- Participates in fundraising events and activities
- Ability to motivate players to reach their potential
- Exceptional leadership skills
- Excellent communication skills
- Ability to make quick decisions under pressure
- Effectively handle stress and keep the temper in check
- Ability to notice small details
- Demonstrated positive social skills to build healthy relationship
- Provided positive role modelling for youngsters
- Provided guidance and support to participants to promote memorable experiences
- Adhered to privacy policies and procedures
Operations Executive
Silversea Cruise Line
06.2013 - 11.2016
- Monitored and evaluated performance of personnel to confirm compliance with standards.
- Provided exceptional service and assistance to guests upon check-in.
- Provided services efficiently and with high level of accuracy.
- Assigned work to staff, set schedules, and motivated strong performance in key areas.
- Trained and supervised staff to consistently meet performance goals and customer service standards.
- Created and maintained detailed reports of daily, weekly and monthly operations.
- Partnered across departments to run smooth, professional events and activities.
- Inspected equipment and facilities for signs of wear or damage impacting safety.
- Organized and oversaw special events such as birthday parties, tournaments and team-building activities.
Venue Manager
The Yardz Hotel
01.2012 - 12.2013
- Supervised events from start to finish using effective crowd control methods.
- Maximized cost-effectiveness by complying with budget, labor and revenue benchmarks.
- Assisted with public relations by participating in community events, which helped to draw in new business and patrons.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Interacted well with customers to build connections and nurture relationships.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
Apprentice
Telegraph Hotel
11.2011 - 11.2012
- Coordinated with team members to prepare orders on time.
- Set up and broke down kitchen for service.
- Disciplined and dedicated to meeting high-quality standards.
- Maintained high food quality standards by checking delivery contents to verify product quality and quantity.
- Participated in food tastings and taste tests.
- Set up food stations by following chef's orders.
- Prepared cooking ingredients for chef.
- Maintained well-organized mise en place to keep work consistent.
- Operated commercial cooking and baking equipment in support of head chef.
- Performed other tasks as assigned by sous chef or chef
- Used food inventory and supplies resourcefully to prevent waste and avoid unnecessary ordering from vendors.
- Prepped daily menu items to quickly deliver upon request.
- Assisted other chefs with ingredients preparation in support of recipes designed by head chef.
Customer Service Specialist
Saint Ignatius College
02.2006 - 10.2011
- Cultivated warm relationships
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Used communication and problem-solving skills
- Bussed and reset tables to keep dining room and work areas clean.
- Served food and beverages promptly with focused attention to customer needs.
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
- Seated customers in timely manner by managing reservations and waitlists skillfully.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
- Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods.
- Strategically timed check-ins with customers to take orders and confirm satisfaction with meals after delivery, taking action to correct any problems.
- Supervised dining table set-up to prepare for diversity of event types, following strict service standards.
Education
Diploma - Criminal Justice
Swinburne University
Melbourne, VIC11.2025
Diploma - Criminology
Swinburne University
Melbourne, VIC11.2025
Certificate III - Hospitality
Gordon Tafe
Geelong, VIC11.2012
High School Diploma -
Saint Ignatius' College
Drysdale, VIC11.2011
Skills
- Staff Scheduling, shift Management, Recruiting and Training, POS Systems Operations
- Customer Service, Communicate clearly, listen to others, and respond with understanding
- Managing Large Parties, Functions and Events
- Fire Safety Regulations
- Liquor Law Compliance
- Maintain Records
- Occupational Hazards, Safety Precautions and Emergency Procedures
- First Aid and CPR Certified and trained Medical Emergency Response
- Self-reflect and be committed to learning and development
- Work with others to resolve issues and conflicts
- Take initiative and be responsible, adhere to legislation, policy and guidelines
References
Name Michael Phillips
Title Portarlington Golf Club
CEO
Contact Ph. 0400 331 276
Name Kathy Henley
Title Portarlington Golf Club
Sous Chef
Contact Ph. 0427 954 167
Name Madelina Eastwood
Title Leopold Early Learning
Child Care
Contact Ph. 0401 847 279
Name Joanne Matthews
Title Home Carer
Contact Ph. 0428 828 273
Name Dianne Gregory
Title Coles
Customer service
Contact Ph. 0400 849 819
Timeline
Front of House Manager
Portarlington Golf Club
11.2022 - Current
General Manager
Rockpool Dining Group
03.2021 - 10.2022
Business Manager
Delaware North
01.2021 - 02.2021
Venue Manager
Bia Hoi Vietnamese Beer Hall
10.2020 - 01.2021
Operations Manager
Crown Casino Melbourne
01.2019 - 03.2022
Business Manager
Delaware North
01.2019 - 03.2020
Owner/Operator
Rock O Cashell
01.2017 - 03.2020
Operations Executive
Silversea Cruise Line
06.2013 - 11.2016
Venue Manager
The Yardz Hotel
01.2012 - 12.2013
Apprentice
Telegraph Hotel
11.2011 - 11.2012
Volunteer
Geelong United Basketball
01.2008 - 03.2019
Customer Service Specialist
Saint Ignatius College
02.2006 - 10.2011
Diploma - Criminal Justice
Swinburne University
Diploma - Criminology
Swinburne University
Certificate III - Hospitality
Gordon Tafe
High School Diploma -
Saint Ignatius' College
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