David Glass
Manly Vale,NSW
Summary
Personable Hospitality Proffesional with over 10 years of senior management with licensee experience guaranteeing customer satisfaction through professional services and attendance to guests needs / requirements to positively impact company success. Passionate about providing upbeat and friendly service experience resulting in customer returns and staff retention. Strong ledership / mentoring skills to deliver high staff retention and relationships.
Overview
11
11
years of professional experience
Work History
Licencee / Venue Manager
Endevour Group / ALH
11.2021 - 04.2023
- Successfully grew all key drivers of the venue seeing highest venue growth numbers for gaming (+30% on average turnover, food +30% on sales, Bars +20% growth in sales and +200% sales in accommodation )
- Weekly / Monthly compliance and safety audits carried out to meet with on going compliance and safety demands
- Weekly management meetings to ensure all management and staff are working within KPIs and achieving growth for themselves and venue growth
- Heavily involved and led marketing strategy both internal and external through the use of multiple social media and print
- Constant venue upkeep for perfect aesthetic value and looks. (costs reduction by utilising internal staff)
- Team benefit and performance building coaching and mentoring conducted by myself to help achieve staff ability to grow within company (my former 2ic was promoted to be a licensee)
- Strict stock monitoring and weekly stocktaking to ensure all levels of stock and wastage were minimal and levels of holding stock kept to a minimal
- 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.
- Implemented and enforced safety policies and procedures to manage risks and prevent accidents and mishaps.
- Interacted well with customers to build connections and nurture relationships.
- Successfully ran 4 star rated accommodation venue and with outstanding feedback.
- Trained new employees on proper protocols and customer service standards.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Assisted in recruiting, hiring and training of team members.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Strong relationship with local police and licensing to deliver a safe and compliant venue
Venue Manager / 2IC Manager
Endevour Group / ALH
11.2019 - 11.2021
- Increased company's profitability through customer relationship development, community involvement and marketing campaigns.
- Analyzed transactions to find methods to simplify procedures, improve processes and maximize resources.
- Oversaw weekly nightclub duties to ensure a smooth operation with 6+ guards to ensure a safe venue for all involved and ongoing high relationship with local licensing police
- Conducted employee training sessions to educate employees on products and company policies.
- Planned and directed staffing, training and performance evaluations to develop and control sales and service programs.
- Managed and motivated employees to be productive and engaged in work.
- Maximized performance by monitoring daily activities and mentoring team members.
- Accomplished multiple tasks within established timeframes.
- Planned and budgeted accurately to provide business with resources needed to operate smoothly.
- Improved safety procedures to create safe working conditions for workers.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and implemented business strategies to achieve business goals and stay competitive.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Defined clear targets and objectives and communicated to other team members.
- Conducted strict and "most compliant in manly" COVID protocols during pandemic
- High involvement with local licencing and police to provide a safe environment for all guests and staff
2IC Manager
Agincourt Hotel
12.2018 - 11.2019
- Increased company's profitability through customer relationship development, community involvement and marketing campaigns.
- Analyzed transactions to find methods to simplify procedures, improve processes and maximize resources.
- Conducted employee training sessions to educate employees on products and company policies.
- Planned and directed staffing, training and performance evaluations to develop and control sales and service programs.
- High volume gaming trading until 4am with constant high service standards and strategies implemented for an overall turnover gain of 30%
- High volume live band and night club venue with involvement in booking acts and overseeing daily operations with staff and licensing police to ensure the perfect guest "experience"
- Worked closely with licencing police to adhere to strict local licencing issues.
Venue Manager /2IC Manager
Gallagher Hotels
05.2017 - 11.2018
Assistant Manager
Public House / Waugh Group
04.2012 - 05.2017
Education
Advanced Licensee Training - Licensee Training
William Angliss Institute
Rosebery01.2022
Cert IV Hospitality Management - Hospitality
Tafe Brookvale NSW
Brookvale, NSW11.2002
High School Diploma -
Pittwater House School
Collaroy, NSW11.2000
Skills
- Hiring and Onboarding
- Sales Promotion
- Staff Supervision
- Service Coordination
- Management Training
- Effective Customer Communication
- Business Leadership
- Event Customization
- Staff Management
- Problem Resolution
- Business Growth Initiatives
- Marketing and Advertising
Additional Information
Competency Card Classes and Conditions
- A, G, L, V
St Johns First Aid Cert
References available upon request
Timeline
Licencee / Venue Manager
Endevour Group / ALH
11.2021 - 04.2023
Venue Manager / 2IC Manager
Endevour Group / ALH
11.2019 - 11.2021
2IC Manager
Agincourt Hotel
12.2018 - 11.2019
Venue Manager /2IC Manager
Gallagher Hotels
05.2017 - 11.2018
Assistant Manager
Public House / Waugh Group
04.2012 - 05.2017
Advanced Licensee Training - Licensee Training
William Angliss Institute
Cert IV Hospitality Management - Hospitality
Tafe Brookvale NSW
High School Diploma -
Pittwater House School
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