CHRISTOPHER JACKSON
Altona,Australia
Summary
Dynamic and results-driven hospitality management professional with a proven ability to lead high-performance teams, optimise operational efficiency, and deliver outstanding customer experiences. Recognised for strategic thinking, stakeholder engagement, and innovative approaches that drive revenue growth and client satisfaction. Known for a proactive approach to problem-solving and adaptability in fast-paced environments. Committed to excellence and continuous improvement with a passion for elevating service standards.
Overview
14
14
years of professional experience
Work History
Retail Operations
Melbourne Convention and Exhibition Centre
03.2019 - 01.2024
- Directed operations across three permanent cafes, restaurants, bars, and multiple high-traffic pop-up outlets
- Cultivated strong relationships with internal and external stakeholders, leading supplier tenders and managing key contracts to enhance service quality
- Spearheaded recruitment, training, and scheduling for a team of 30+, optimising labour costs while elevating team productivity and morale
- Created and implemented training programs; ensured adherence to facility standards and consistency in service delivery
- Drove client engagement and expanded the client portfolio by identifying new revenue channels and fulfilling specific client needs
- Directed front-line service teams during high-traffic events, achieving high satisfaction ratings and repeat client bookings
- Managed budgets, cash flow, and inventory, while introducing innovative food and beverage trends that increased guest satisfaction
- Improved workflow efficiency through enhanced service protocols and collaborated on menu innovation to align with market trends
- Strengthened community relations by partnering with local businesses, hosting events such as weekly wine tastings to engage and grow the client base
- Complied with loss prevention standards and audit requirements to support retail operations.
- Trained new staff members in various aspects of book retail operations, ensuring a knowledgeable workforce able to provide exceptional service to customers.
- Ensured compliance with all company policies, procedures, and regulatory requirements related to retail operations management by conducting regular audits and implementing corrective actions as needed.
- Created detailed reports on retail operations metrics such as sales performance, inventory turnover rate, and gross margin analysis for senior management review.
- Participated in ongoing training sessions to stay up-to-date on best practices in retail operations and customer service techniques.
- Facilitated smooth communication between various internal departments such as finance, logistics, marketing, and retail operations for seamless execution of purchase orders.
- Conducted thorough research on industry trends affecting retail operations which informed strategic decision-making efforts by store management.
- Ensured compliance with all company policies and procedures as well as local regulations governing retail operations.
- Mentored new managers by providing valuable guidance on best practices for running successful retail operations.
- Streamlined retail operations by implementing efficient inventory management systems and staff scheduling strategies.
- Collaborated closely with other managers to exchange best practices in retail operations management and drive continuous improvement across the organization.
- Mentored junior staff members, providing guidance on best practices in retail operations and career development opportunities within the organization.
Retail Manager
Restaurant Associates, Royal Melbourne Zoological Gardens
09.2016 - 03.2019
- Oversaw daily retail operations, setting high standards for guest service and operational excellence
- Built and maintained strong customer and client relationships, tailoring offerings to align with event-specific needs and driving repeat business
- Spearheaded recruitment, training, and scheduling for a team of 100+, optimising labour costs while elevating team productivity and morale
- Managed budgeting, stock control, and cash handling to optimise costs and improve financial performance
- Achieved
- Developed creative “pop-up” retail concepts that enhanced the guest experience and boosted revenue
- First team to achieve the Compass Gold standard service appraisal at Melbourne Zoo
- Oversaw store operations, including opening and closing procedures, cash management, and safety compliance.
- Enhanced store appearance by maintaining cleanliness standards and visually appealing displays that showcased products effectively.
- Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
- Improved customer satisfaction through proactive engagement, attentive service, and efficient problem resolution.
- Managed inventory control, ensuring optimal stock levels for in-demand products and reducing excess merchandise.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Streamlined checkout process, reducing average customer wait time and improving overall satisfaction.
- Revamped product displays to enhance visual appeal and stimulate interest.
- Developed and executed promotional campaigns to increase foot traffic during off-peak hours.
- Led by example, demonstrating exemplary customer service and sales techniques on shop floor.
- Boosted team morale and productivity by implementing staff recognition program that acknowledged outstanding customer service.
- Established feedback system that captured customer insights, leading to strategic improvements in service delivery.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Team Leader
Melbourne Convention and Exhibition Centre
12.2013 - 08.2016
- Led teams in delivering top-tier service during large-scale events, maintaining operational efficiency and high service standards
- Managed staff training, scheduling, and workflow to ensure smooth event operations and maximise customer satisfaction
- In acknowledgement of my achievements I received the Unity Award for Excellence in 2015
- Managing daily service and operations using a hands-on approach delivering exceptional customer service
- Introducing team dynamics, team building and new training methods
- Developing workflow techniques and establishing new methods to improve service efficiency
- Identifying opportunities to increase revenue through increased productivity and improved product offerings
- Liaising with the kitchen to develop new menu items and concepts
- Building, maintaining and expanding internal client relationships
- Working closely with suppliers to improve the overall quality of the products sold and develop an understanding and appreciation within the core team
- Developing and implementing the coffee training program and training sessions
- Regularly overseeing the installation, running and maintenance of 11 mobile café pop-ups and barista bars and machinery in addition to the established two cafes
- Consultancy on “The Shed” Cafe
- Training new and existing staff on the juggler system
- Recruitment of staff in addition to maintaining labour costs, all café ordering and stocktake
- Manage a team of 10 casuals plus additional agency team members
Business Development Manager
Octopus Hospitality and Events
10.2012 - 12.2013
- Drove business growth by securing new partnerships and expanding client relationships, achieving one of the largest contracts for the firm, supplying 1,000 staff per day for a high-profile event
- Analysed market trends to identify and capitalise on new revenue streams; consulted on tenders and managed bid negotiations for major clients
- Strengthened business outreach by building long-term relationships with tier-one clients and increasing territory through promotional initiatives
- Spontaneously dealing with operational issues that may arise on site
- Increased client base by identifying new business opportunities and cultivating strong relationships with key decisionmakers.
- Facilitated regular communication with clients to ensure their needs were met, fostering long-lasting relationships built on trust and mutual respect.
- Generated new business with marketing initiatives and strategic plans.
- Reached out to potential customers via telephone, email, and in-person inquiries.
- Leveraged industry events to network with potential clients, generating significant brand exposure and driving new business acquisition efforts.
Relationship Manager
Manly Wine by Gazebo Keystone
05.2010 - 10.2012
- Fostered client relationships, organized promotional events, and implemented customer engagement strategies that expanded market reach
- Boosted sales and brand recognition by developing tailored promotional activities and expanding territory coverage
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Consistently exceeded quarterly sales goals by cultivating a strong network of professional contacts and referrals.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Developed and cultivated lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills.
- Identified new business opportunities through diligent market research and analysis, contributing to increased revenue growth.
Education
Diploma of Hospitality Management -
Sydney International College of Business
Certificate III - Commercial Cookery
Sydney International College of Business
Leisure & Tourism -
Southport College, UK
Professional Development - New Leader, Government Writing for Impact, Project Management Fundamentals, Effective Communication, Implementing Innovation & Continuous Improvement
AIM
Skills
- Exceptional Customer Service Excellence
- Leadership & Team Development
- Strategic Planning & Operational Optimisation
- Stakeholder & Relationship Management
- Budgeting & Financial Control
- Staff Training & Performance Improvement
- Process & Workflow Efficiency
- Adaptability to Changing Environments
- Strong Written & Verbal Communication
Timeline
Retail Operations
Melbourne Convention and Exhibition Centre
03.2019 - 01.2024
Retail Manager
Restaurant Associates, Royal Melbourne Zoological Gardens
09.2016 - 03.2019
Team Leader
Melbourne Convention and Exhibition Centre
12.2013 - 08.2016
Business Development Manager
Octopus Hospitality and Events
10.2012 - 12.2013
Relationship Manager
Manly Wine by Gazebo Keystone
05.2010 - 10.2012
Diploma of Hospitality Management -
Sydney International College of Business
Certificate III - Commercial Cookery
Sydney International College of Business
Professional Development - New Leader, Government Writing for Impact, Project Management Fundamentals, Effective Communication, Implementing Innovation & Continuous Improvement
AIM
Leisure & Tourism -
Southport College, UK
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