Charlotte Robinson
MELBOURNE,VIC
Summary
A hardworking, reliable and self-motivated hospitality professional with over 15 years of experience across cafés, restaurants and venue management. I bring strong leadership, customer service and organisational skills with a genuine passion for creating positive experiences for both customers and team members. I am confident working in large fast-paced environments, take pride in my work and always strive to lead by example. I am seeking an opportunity where I can bring my experience, dedication and natural leadership skills to a successful hospitality team.
Overview
1
1
Certification
20
20
years of professional experience
Work History
Venue Manager
Rustica Cafe
Melbourne, VIC
2021.12 - Current
- Lead, supervise and motivate a team to deliver exceptional customer service
- Oversee the daily operations of the cafe, ensuring efficient and smooth running of the venue
- Coordinate front of house and kitchen operations during busy service periods
- Manage opening and closing procedures, including cash handling reconciliation and security
- Maintain high standards of customer service while professionally resolving enquiries and complaints
- Recruit, train and onboard new employees while supporting ongoing staff development
- Prepare staff rosters and manage staffing levels according to business needs
- Monitor stock levels, complete stocktakes and place orders with suppliers
- Monitored daily sales to support achievement of revenue and performance targets
- Built strong relationships with customers, staff, suppliers, and management to enhance venue experience
Duty Manager
Monteiths Brewery
2019.10 - 2021.06
- Managed day-to-day shift operations and complied with health and safety regulations.
- Conducted staff training sessions to improve employee skills and operational effectiveness.
- Performed banking and liaised with owners on daily operations, including data entry of sales and performance reporting.
- Handled customer concerns and feedback, implementing action plans to improve service quality.
- Ordering of all goods whilst ensuring cost and wastage controls measures are adhered
- Responsible for the sale and supply of alcohol adhering to the laws
Head Barista & Floor Manager
Morris+Heath / Meister / Miss Frank
2017.04 - 2019.09
- Served as main barista on weekends and busy days, managing full espresso machine operations on regular trading days.
- Specialised coffee including single origin, Batch Brew & Cold drip.
- Managed banking and daily operations, collaborating with owners on end-of-day duties including sales data entry.
- Trained new employees in customer service and operational procedures, enhancing their skills in cash handling, equipment operation, food safety, and suggestive selling techniques.
- Resolved customer complaints by providing suitable solutions to enhance their experience.
- Oversaw stock management to prevent shortages. Ordering, rotation and market research
- Worked across three family-owned cafes to ensure consistent service and quality.
- Hosting tables by providing a personal and professional dining experience that exceeds the customers' expectations
Caf Assistant
Robert Harris Hornby
2015.01 - 2017.03
- Providing exceptional customer service through barista and waitressing duties
- Directed team to deliver efficient service and provided leadership in manager's absence.
- Oversaw opening and closing of cafe, ensuring smooth daily operations.
- Handled till service and cash management, completing daily cash reconciliations.
- Daily production of all products including cooking of all menu items, cabinet food and sandwiches
Waitress/House Keeping and Front of House Supervisor
Flock Hill Lodge
2007.01 - 2012.07
- Led team in setup for weddings, conferences, and private functions, ensuring smooth execution of events
- All front of house duties including waitressing, bar work and barista
- Trained and supervised new staff to enhance service quality and team efficiency
- Balanced cash registers at the end of shifts to ensure accuracy.
- Managing booking enquiries
- Checking in and out of guests
- Organized and cleaned stock control areas, maintaining accurate inventory for efficient operations.
- Cleaning and servicing of rooms
Education
National Diploma - Hospitality Management
Chirstchurch Polytechnic
Christchurch 2015-01
Skills
- Natural and confident leader
- Friendly and approachable personality
- Strong customer service skills
- Excellent communication skills
- Vendor management
- Calm and professional under pressure
- Positive and motivated attitude
- Highly organised and time efficient
- Strong work ethic
- Able to multitask in fast-paced environments
- Builds strong and healthy relationships with customers and staff
- Coffee preparation
- Passionate about hospitality and creating a positive customer service experience
Certification
- Responsible service of Alcohol
- First Aid Certificate
Timeline
Venue Manager
Rustica Cafe
2021.12 - Current
Duty Manager
Monteiths Brewery
2019.10 - 2021.06
Head Barista & Floor Manager
Morris+Heath / Meister / Miss Frank
2017.04 - 2019.09
Caf Assistant
Robert Harris Hornby
2015.01 - 2017.03
Waitress/House Keeping and Front of House Supervisor
Flock Hill Lodge
2007.01 - 2012.07
National Diploma - Hospitality Management
Chirstchurch Polytechnic