Elena Cormack
Clyde
Summary
Results-oriented individual with strong focus on completing tasks efficiently and delivering high-quality customer service after returning to work as a mother of three.
Overview
22
22
years of professional experience
Work History
Retail Attendant (Liquor)
Ritchies IGA
08.2018 - Current
- Improved customer satisfaction by providing exceptional service and promptly addressing concerns.
- Facilitated smooth opening and closing procedures, ensuring efficient store operations at all times.
- Processed transactions efficiently, ensuring accuracy and customer satisfaction during checkout.
- Assisted with loss prevention efforts by monitoring suspicious activity and reporting incidents to management.
- Engaged with customers on the shop floor, creating a welcoming atmosphere that encouraged repeat business.
- Assisted with inventory management tasks, ensuring accurate stock levels and timely replenishment.
- Managed customer complaints professionally, working towards swift resolutions that maintained brand reputation.
- Boosted sales through effective product recommendations and upselling techniques.
- Provided in-depth product knowledge to customers, resulting in informed purchasing decisions.
- Developed strong rapport with customers through attentive listening skills and genuine interest in their needs.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Maintained tidy and organized store environment to comply with cleanliness standards.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
Retail attendant
AHL Woolworths BWS
04.2015 - 07.2018
- Customer Service
- Keeping up to date with beverage knowledge
- Point of Sale- Cash handling
- Conflict resolution
- Maintaining cleanliness of store
- Rotation of stock
VIP Service executive
Crown Casino
05.2013 - 04.2015
- Keeping up to date with current casino promotions & Melbourne events
- Strong customer focus for local, Interstate & International Customers
- Maintaining cleanliness & presentation of VIP rooms
- Liaising with bar management for efficient & friendly service for all VIP customers
- Ensuring all gaming machines are in working order & compliant with government regulations
- Conflict Resolution
- Hosting events; ie. Dinners, football, functions.
- Meet & farewell VIP international & interstate customers
- Settlement & booking of VIP guests hotels
- Liaising with international & interstate marketing mangers
Assistant Bar Manager
Crown Casino
05.2010 - 05.2013
- Rostering up to 120 staff- using Virtual Roster
- Updating Micros system with new beverages
- Cleanliness maintained in all areas
- Ensuring all grooming is to standard
- Liaising with Gaming hosts, Pit bosses, Service managers to ensure service is efficient.
- Conflict Resolution
- Strong customer focus; Delivering food and beverage in a timely, efficient and friendly manner in bar & all areas of the room for VIPs
- Writing/updating WPI's/SOP's (Work Place Instructions/Standard Operating Procedures) for Mahogany Level 1, level 29, level 39
- Strong communication skills
- Following compliance- RSA, HACCAP (Food Safety), Cashiering procedures, OHS using OSCAR
- Ordering stock for bar; beverage, food, glassware using peoplesoft Financials
- Stocktaking Beverage for Mahogany Level 1 & Level 29
- Processing Payroll documents- use of Peoplesoft HR
- Organising staffing levels are to par level on day to day basis and ensuring all language requirements are being fulfilled in all areas of Mahogany.
Assistant Bar Manager
Crown Casino
02.2009 - 05.2010
- Rostering up to 50 staff- using Virtual Roster
- Closing/ Cashing off up to 12 tills
- Assisting with new menu's for beverages
- Cleanliness maintained in bar & gaming areas
- Conflict Resolution
- Following compliance- RSA, HACCAP (Food Safety), Cashiering procedures, OHS using OSCAR
- Ordering stock for bar; beverage, food, glassware using peoplesoft Financials
- Stocktaking Beverage for Sports & Double up bars
- Processing Payroll documents- use of Peoplesoft HR
Bar Supervisor
Crown Casino
12.2008 - 02.2009
Bar Supervisor
Crown Casino
04.2006 - 12.2008
- Ensuring the customer satisfaction is achieved
- Rostering up to 20 staff- using Virtual Roster
- Data entry- log sheets, spoilage and spillage- Time sheets, TASC
- Closing/ Cashing off tills.
- Assisting with new menu's for cocktails.
- Cleanliness maintained in bar & gaming areas
- Conflict Resolution
- Stocktaking Beverage
- Following compliance- RSA, HACCAP (Food Safety), Cashiering procedures
- Ordering stock for bar; beverage, food, glassware using Peoplesoft Financials
- Servicing private functions in bar
Food & Beverage Attendant
Crown Casino
09.2004 - 04.2006
- Taking orders accurately from guests and entering information into Micros and maximising revenue by up-selling items
- Providing efficient, friendly and professional service to all guests by providing exceptional customer service.
- Maintaining a clean work station, following hygiene procedures, efficiently ensuring maximum turnover of seats
- Explaining the menu to guests, assisting those with special dietary needs or preferences and offering advice on suitable beverages
- Delivering food and beverage in a timely, efficient and friendly manner in bar & Monte Carlo Room for VIPs.
- Working F&B in Various outlets; Kings Buffet, Two Up snack bar, Tangerine Bar, Atrium Bar, Teak Room, Banquets-Palladium, Georges Restaurant.
- Cocktail making.
- Serving hot and cold beverages
Sales Assistant
Office Works
10.2003 - 09.2004
- Point of sale; Cashiering
- Store set up
- Front end coordinator; working in the cash office
- Answering phones
- Stocktaking
- Customer service
- Printworks centre trained; photocopying, laminating, binding
Education
Certificate III - Hospitality/Trainee ship
Crown Casino Melbourne
01.2005
Certificate III - Accounting
Chisholm Institute Tafe- Dandenong Campus
01.2002
Victorian Certificate of Education - undefined
Eumemmerring Secondary College Hallam
01.2001
Skills
- Patience and empathy
- Reliability and punctuality
- Cleanliness and hygiene
- Cash handling proficiency
- Store maintenance
- Customer service
- Customer assistance
- Multitasking
- Customer engagement
- Complaint handling
- Teamwork
- Friendly and helpful
- Problem-solving
- Attention to detail
- Reliability
- Team cooperation
- Team leadership
- Self motivation
- Team supervision
Professional Development
- Leadership Development Program Crown Casino 2011
- Hospitality & Management Certificate 4 Crown Casino 2009
Timeline
Retail Attendant (Liquor)
Ritchies IGA
08.2018 - Current
Retail attendant
AHL Woolworths BWS
04.2015 - 07.2018
VIP Service executive
Crown Casino
05.2013 - 04.2015
Assistant Bar Manager
Crown Casino
05.2010 - 05.2013
Assistant Bar Manager
Crown Casino
02.2009 - 05.2010
Bar Supervisor
Crown Casino
12.2008 - 02.2009
Bar Supervisor
Crown Casino
04.2006 - 12.2008
Food & Beverage Attendant
Crown Casino
09.2004 - 04.2006
Sales Assistant
Office Works
10.2003 - 09.2004
Certificate III - Hospitality/Trainee ship
Crown Casino Melbourne
Certificate III - Accounting
Chisholm Institute Tafe- Dandenong Campus
Victorian Certificate of Education - undefined
Eumemmerring Secondary College Hallam
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