Dalena Mai
Hospitality All-Rounder
Ballina
Summary
Proactive individual with four years hospitality experience, including three in management and a venue grand opening. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering and positive work culture. Motivated to leverage skills developed in previous roles to obtain part-time/full-time employment whilst learning in-depth bar procedures.
Overview
11
11
years of professional experience
1
1
year of post-secondary education
2
2
Certifications
Work History
Venue Manager
Hustlers. Syd
06.2023 - 12.2023
- Coordinated with front and back of house l teams to ensure seamless event execution, leading to positive guest experiences and high team morale
- Improved revenue generation by creating unique event packages tailored to the needs of different demographics including drinks/events packages and coordinating private functions
- Tracked trends (ie individual product sales, highest revenue based on booking times) and suggested enhancements to both challenge and refine venue's offerings
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization
- Interacted well with customers to build connections and nurture relationships creating repeat customers and increasing revenue
- Enhanced customer satisfaction with excellent communication skills both on the floor and in the bar
- Monitored daily cash discrepancies, inventory shrinkage and drive-off
- Acted as point of contact of venue during routine inspections carried out by council with full knowledge of development application, safety procedures and licensing issues
Assistant Venue Manager/Venue Manager
Saigon Hustle
11.2021 - 06.2023
- Analyzed data on past events to identify trends informing future strategy adjustments or improvements in service offerings, creating best week of net revenue (over $52,000) in first week of management
- Trained and supervised floor and bar staff to consistently meet performance goals and customer service standards
- Monitored budget and expenditures, keeping facility within budget
- Monitored inventory levels for essential supplies, avoiding stockouts during peak times or high-demand events
- Restored customer loyalty by resolving complaints with workers, activities or services rendered
- Assigned work to staff, set schedules, and motivated strong performance in key areas
- Implemented and enforced safety policies and procedures to manage risks and prevent accidents and mishaps
Casual Waitress/Host/Bartender
Saigon Hustle
03.2021 - 11.2021
- Strategically timed check-ins with customers to take orders and confirm satisfaction with meals after delivery, taking action to correct any problems
- Regularly communicated with customers via email and phone to confirm and update bookings, assisting with large party bookings or private functions
- Increased customer satisfaction by providing excellent service and crafting high-quality cocktails
- Created attractive bar displays by strategically arranging bottles and glasses
- Used extensive knowledge of cocktails and spirits to make informed recommendations to customers
- Efficiently opened and closed the bar according to established procedures, ensuring preparedness for each shift
- Delegated roles to staff to ensure dockets were made in timely manner whilst serving guests directly at bar
- Contributed to increased sales by promoting daily specials and making personalized menu recommendations
- Assisted in training new waitstaff, sharing best practices and improving overall team performance
Casual Waitress/Junior Bartender
Restaurant 317
04.2019 - 03.2020
- Greeted guests as host and assigned tables, regularly accommodating unexpected guests' requests
- Maintained attention to detail with beverage and food orders of individuals as well as large groups such as weddings, birthdays and Christenings
- Coordinated with kitchen staff to ensure special requests or dietary restrictions were accurately communicated and accommodated for guests.
- Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods as well as accommodating allergy/dietary requests
- Set up function events according to specific client requirements, ensuring a successful event experience for all attendees
- Elevated overall guest experience by addressing dietary restrictions or allergies when recommending menu items to patrons
- Regularly cleaned and sanitized bar area, beer fridges, coffee machine and storage areas
- Prepared custom drink orders by accurately measuring and mixing house ingredients
- Educated customers on drink options, making personalized recommendations based on preferences or dietary restrictions
- Managed bar inventory, restocked supplies and keeping record of remaining spirits, beer, wines, and mixers
Employment Consultant
MatchWorks
07.2020 - 11.2021
- Enhanced client satisfaction by providing personalised employment consulting services and tailored career advice
- Regularly communicated with clients fortnightly to discuss progress in their job search and keep accountability
- Developed job leads in order to increase placements by cold calling and reverse marketing to businesses
- Effectively managed time in order to conduct up to 20 phone appointments per day
- Administrative work such as FileNote writing and lodging claims
- Consistently met KPIs set by MatchWorks criteria, contributing to office budget and end of year tender
Business Contractor
DMC Group
03.2013 - 04.2018
- Customer and consumer interaction by demonstration of products, negotiation of prices, and follow up consultations
- Provide detailed explanations of products, ingredients, uses and competently answer questions
- Handling of cash and EFTPOS transactions using terminals (POS)
- Management of sites of up to 8 people including sales coaching and development, producing high revenue daily per individual.
Education
High School Diploma -
Point Cook Senior College
Point Cook, VIC 01.2011 - 12.2011
Skills
Team Building
Customer Service Management
P&L Administration
Recruitment/Training/Onboarding
Special Promotions Planning
Event Planning
Inventory Tracking and Management
Certification
Driver’s license and own transport
References
Available upon request
Timeline
Venue Manager
Hustlers. Syd
06.2023 - 12.2023
Assistant Venue Manager/Venue Manager
Saigon Hustle
11.2021 - 06.2023
Casual Waitress/Host/Bartender
Saigon Hustle
03.2021 - 11.2021
Employment Consultant
MatchWorks
07.2020 - 11.2021
Casual Waitress/Junior Bartender
Restaurant 317
04.2019 - 03.2020
Business Contractor
DMC Group
03.2013 - 04.2018
High School Diploma -
Point Cook Senior College
01.2011 - 12.2011