Diane Cook
Cairns,QLD
Summary
Dedicated and results driven sales professional with a comprehensive educational background and holding a university degree in Politics and International Relations and Sociology. I have 20+ years' experience and knowledge working in various sectors of the hospitality industry. Additionally, I worked in the retail sector for 10 years. I have also been employed in a diverse range of other roles before beginning an undergraduate degree at James Cook University. Since beginning my degree, I have completed three internships through Career Trackers. Open and positive communicator with calm and level-headed approach to managing routine needs and meeting special challenges.
Overview
18
18
years of professional experience
Work History
RETAIL ASSISTANT
Lowes Menswear
Cairns
01.2009 - 01.2019
- Adhered to strict safety regulations such as adhering to fire exits, emergency procedures and health and safety policies.
- Maintained stock levels by replenishing shelves, tidying displays and organizing merchandise.
- Organized storeroom items neatly on shelves according to size, color or type of item.
- Assisted in setting up promotional displays, signage and window displays.
- Restocked shelves with new merchandise when required.
- Performed regular inventory checks to ensure accurate stock control, participated in stocktaking practices.
- Managed customer complaints in a professional manner while seeking solutions for resolution.
- Assisted customers with product selection, answered queries and provided advice.
- Greeted customers upon entry to the store and provided a positive shopping experience.
- Handled customer inquiries, complaints, and returns efficiently.
- Monitored sales floor traffic and assisted customers with their inquiries.
- Followed company policies regarding returns, exchanges, refunds and other transactions.
- Processed payments using cash register, credit card machine and POS system.
- Placed special orders or called other local stores to find desired items for customers.
- Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
CAFÉ ATTENDANT
Cairns Base Hospital
Cairns
01.2007 - 01.2009
- Warmly greeted visitors to promote great customer service and positive ordering experience.
- Maintained high standards of customer service during high-volume work shifts and fast-paced operations.
- Maintained safe food handling practices to prevent germ spread.
- Adhered to food service sanitation guidelines and standards.
- Processed cash and credit card payments, promptly returning receipts, coin, bills and payment cards to customers.
- Chopped ingredients and prepped food items ahead of lunchtime and dinner rush periods.
- Served food and beverages at take-out counters to provide fast service to waiting guests.
RESTAURANT MANAGER
Barron River Hotel
Cairns
01.2005 - 01.2007
- Inspected dining room area regularly for cleanliness and adherence to safety standards.
- Supervised and trained staff in customer service, food handling, and safety protocols.
- Resolved customer complaints in a professional manner to maintain positive relationships with guests.
- Established policies for cash handling procedures to maximize security measures.
- Provided exceptional customer service by anticipating guest needs before they arise.
- Managed day-to-day operations of restaurant, including scheduling, budgeting, and inventory control.
- Maintained safe working and guest environment to reduce risk of injury and accidents.
- Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees.
- Prepared employee schedules to maintain appropriate staffing levels during peak periods.
- Enforced sanitary practices for food handling, general cleanliness and maintenance of dining and kitchen areas.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
- Assisted staff by serving food and beverages or bussing tables.
- Inspected dining and serving areas for cleanliness and proper setup.
- Trained front-of-house staff on restaurant policies and procedures, guest service techniques and communication skills to promote positive experiences.
- Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
- Worked in close collaboration with team members to ensure customers received high-quality service.
BAR and GAMING ATTENDANT
Freshwater Hotel
Cairns
01.2001 - 01.2005
- Maintained assigned area, performing minor equipment repairs and keeping aisles clear for easy access.
- Communicated effectively with co-workers regarding upcoming events, promotions, and other store activities.
- Handled customer complaints professionally while providing solutions in a timely manner.
- Conducted regular inventories of merchandise in order to identify areas where stocking needs improvement.
- Greeted customers upon arrival and provided assistance with game selection.
- Maintained a clean work area by sanitizing all gaming equipment after each use.
- Assisted managers in training new staff members on bar operations procedures.
- Provided excellent customer service by anticipating guests' needs and responding promptly to requests.
- Organized special events such as tastings or promotions.
- Responded promptly to customer complaints in a professional manner.
- Operated cash registers and handled money transactions accurately.
- Ensured that all alcoholic beverages were served responsibly within state regulations.
- Assisted in inventory management to ensure proper ordering of supplies and product rotation.
- Checked identification of customers to verify age requirements for the purchase of alcohol.
- Managed closing duties such as restocking items at end of shift.
- Cleaned tables between seating's and reset them quickly for incoming patrons.
- Prepared mixed drinks, beer, wine, and non-alcoholic beverages in accordance with standard recipes.
- Recorded sales data into point-of-sale system accurately and efficiently.
- Adhered to safety policies regarding serving alcohol responsibly by monitoring guest consumption levels.
- Engaged with customers to build relationships; creating a positive atmosphere for guests and co-workers alike.
- De-escalated conflicts between intoxicated guests with tact and diplomacy.
- Delivered high-quality beverages in fast-paced, customer-centered setting.
- Maintained cleanliness and organization of bar area, including counters and sinks.
- Provided feedback to management on inventory levels and supply quality.
- Assisted with training new barback staff, sharing knowledge and best practices.
- Assisted with opening and closing procedures, including cleaning and restocking.
Education
Bachelor of Arts - Politics & International Relations And Sociology
James Cook University
Cairns, QLD02-2025
Tertiary Access Course -
01.2019
Certificate 2&3 in Retail -
01.2013
Certificate 2&3 Computer Processing Technology -
01.2009
Skills
- POS System Operation
- Order Processing
- Complaint Handling
- Loss Prevention
- Product Merchandising
- Inventory Tracking
- Customer Assistance
- Upselling strategies
- Payment Processing
- Retail Merchandising
- Product Knowledge
- Effective communication abilities
Awards
The 2022 Spirit Award for Endurance in Studies
References
- Kalliope Rougos, Director Capability, The Colman Foundation – ‘Our Place’ Doveton
- Nicky McKillop, Retail Sales Assistant, The Opal Cave
Timeline
RETAIL ASSISTANT
Lowes Menswear
01.2009 - 01.2019
CAFÉ ATTENDANT
Cairns Base Hospital
01.2007 - 01.2009
RESTAURANT MANAGER
Barron River Hotel
01.2005 - 01.2007
BAR and GAMING ATTENDANT
Freshwater Hotel
01.2001 - 01.2005
Bachelor of Arts - Politics & International Relations And Sociology
James Cook University
Tertiary Access Course -
Certificate 2&3 in Retail -
Certificate 2&3 Computer Processing Technology -
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