Elarose Donnelly
Newstead,QLD
Summary
With a strong background in the restaurant and service sector, my goal is to further my professional skills within the hospitality industry while bringing added value through my approach. Excelling in front-facing customer relations, I provide great customer service and maintain a friendly disposition, building strong relationships with each individual customer. I am driven, passionate, and adaptable to different environments that require steep learning curves. Core values such as compassion, empathy, and kindness are reflected in my professional approach to delivering exceptional customer service.
Overview
5
5
years of professional experience
Work History
Senior Hostess
Sexy Fish Mayfair - Caprice Holdings
08.2023 - 08.2024
- One of London's most iconic and sought out venues in the upscale district of Mayfair with many exclusive hotels, upscale bars and high end restaurants in the area.
- The restaurant would complete over 1,500 + covers daily
- Team of 15 hostesses meticulously trained in guest relations and SOS
- Staff training weekly to ensure the highest standards
- Resolved customer complaints promptly, ensuring repeat business and positive word-of-mouth referrals.
- Handled high-pressure situations with grace and professionalism, maintaining composure during unexpected challenges or issues that arose within the dining room.
- Assisted servers during peak hours to maintain smooth operations and prevent delays in service.
- Implemented new table management system, resulting in reduced wait times for guests during busy periods.
- Trained new host staff to ensure seamless integration and adherence to company standards.
- Collaborated with management to develop strategies for improving overall restaurant efficiency and guest experience.
- Took initial drink orders and relayed information to wait or bar staff.
- Monitored dining room capacity, strategically assigning tables for optimal workflow among serving staff.
- Answered phone calls to take orders, give information and document reservations.
- Completed daily side work and opening and closing duties without fail.
Senior Hostess
Florattica London
04.2023 - 08.2023
- Provided patrons with estimated waiting times during peak service hours.
- Backed up servers by checking on tables and retrieving items for guests.
- Collaborated with management to develop strategies for improving overall restaurant efficiency and guest experience.
- Took initial drink orders and relayed information to wait or bar staff.
Guest Relations Coordinator and Hostess
MAYA Rooftop Bar
12.2021 - 04.2023
- Lead host at one of Australia's most iconic rooftop venues generating $9M revenue per year
- Responsible for daily general reservations servicing 3,000+ customers per week
- Assisting the front of house team with the arrival & seating of guests
- Front facing relations maintaining a warm and approachable presence for staff and customers
- Handle all reservation enquiries, pre-payments, special occasions, section assignments
- Large team of 75 employees required key communication with department heads in Bar, Kitchen, Reservations and Restaurant
- Liaise with FOH and BOH managers to ensure customers experience exceeded expectations
- Maintaining and creating new customer relationships and accounts
- Building relationships with key VIP clients to developing new business
- Assisting in the preparation and follow up on function and proposals for existing and new clients
- Communicate of daily run sheets, BEO's and guest list to all HOD's in real time
- Conflict resolution, service recovery and complaint handling in the appropriate manner.
Functions and Events Manager
Ling Lings Bar and Restaurant
03.2021 - 12.2021
- Trendy late night Asian bar and restaurant located in the nightlife district
- Role was primarily centred upon event administrative duties during office hours and operational duties during peak service periods
- Admin duties included: handling email enquiries relating to functions and events, reservation management, customer communications across social media platforms
- Operational duties included: Executing events from 15 - 150 attendees, pre-event briefings to all FOH & BOH staff
- Working in partnership with the management team to develop creative briefs and guide creative direction to meet objectives for all advertising and public-facing communications, including print, digital and video assets
- Manage internal touch points, establishing budget guidelines, participating in events, documenting business processes, and providing additional sales support
- Working with customers on an individual basis to organise events/functions including site inspections
- Contacted suppliers to update shipping dates for the store and customers
- Focused on providing excellent customer service by building strong customer relationships
Managing Hostess and Functions Coordinator
Prohibition
07.2019 - 11.2021
- Large scale, upmarket nightclub specialising in international DJ's
- Responsible for operational procedures including opening and closing, financial recording, reconciliation, cash handling operational cash flow
- Responsible for recruiting, training, scheduling, and directing the work of various teams including the VIP Service Team
- Responsible for the VIP experience through delivering high-end customer service including curation and delivery of specialised drinks packages
- Management and supervision of staff including timesheet approval
- Welcoming VIP guests in a warm and friendly manner and ensure they receive a high-end customer experience including specialized drinks packages and ongoing customer service through their experience
- Responsible for operational monitoring of club activity including matters relating to health and safety of patrons, not limited to the responsible service of alcohol
- Responsible for delivery of KPIs across multiple areas of the business.
Bridal Sales Consultant
White Lily Weddings And Events, Luv Bridal
08.2019 - 07.2021
- Focused on providing excellent customer service by building strong customer relationships
- Worked one-on-one with customers and their bridal parties to ensure that they were comfortable and content
- Thrived in delivering through the high-paced environment with consistent, exceptional presentation
- Daily transcription of voicemails to spreadsheet
- Responsible for periodically checking orders and keeping brides informed
- Liaising with brides or bridesmaids notifying them on gown arrival
- Learned to relate and connect with a diverse range of people
- Worked closely with designers and have developed a strong knowledge on the wedding dress industry.
- Increased store visibility through effective social media promotion and participation in local bridal events, attracting new clientele and boosting sales.
Education
Double BSC Degree - Criminology & Psychology - TBC
Griffith University
Brisbane, QLDSkills
- Luxury Retail Sales
- Administrative Duties
- Conflict Resolution
- Coordination Events and Functions
- Marketing Techniques
- Sequence of Service
- Front of House Duties
- Team Management
- Food Safety Compliance
- Guest Relations
Admin
- Microsoft Office
- Order Mate
- Seven Rooms
- Open Table
- Bossii
Weblinks
SEXY FISH
https://sexyfish.com/
FLORATTICA
https://floratticalondon.co.uk/
MAYA
www.maya-mexican.com.au
LING LINGS
www.linglingsbar.com.au
Refrences
Available upon request
Timeline
Senior Hostess
Sexy Fish Mayfair - Caprice Holdings
08.2023 - 08.2024
Senior Hostess
Florattica London
04.2023 - 08.2023
Guest Relations Coordinator and Hostess
MAYA Rooftop Bar
12.2021 - 04.2023
Functions and Events Manager
Ling Lings Bar and Restaurant
03.2021 - 12.2021
Bridal Sales Consultant
White Lily Weddings And Events, Luv Bridal
08.2019 - 07.2021
Managing Hostess and Functions Coordinator
Prohibition
07.2019 - 11.2021
Double BSC Degree - Criminology & Psychology - TBC
Griffith University
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