Ellie Khoeurn
Sydney,Australia
Summary
Dedicated operations manager with over 10 years of experience in the hospitality industry, specialize in strategic planning, process optimization, and team leadership. Adept at overseeing budgets and leading diverse teams across various cultural and economic environments. Excel in communication, problem-solving, and adaptability, ensuring seamless operations management and positive team dynamics.. Recognized for exceptional communication skills and a collaborative approach, fostering positive team dynamics. Committed to continuous professional growth in a supportive environment while delivering high-quality work with meticulous attention to detail.
Overview
12
12
years of professional experience
Work History
Operations Manager – Retail, Catering & Events
Fossix Hospitality Group
Sydney
09.2024 - Current
- Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Performed cost analysis for various projects to determine budget requirements.
- Coordinated with other departments including sales, marketing, finance, human resources. to ensure efficient operations.
- Created detailed reports on the performance of individual departments within operations.
- Managed scheduling, training and inventory control.
- Assessed employee development needs and provided feedback on their progress towards meeting goals.
- Negotiated contracts with vendors and service providers, securing favorable terms.
- Mitigated business risks by working closely with staff members and assessing performance.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
Client Manager, Catering & Events
Fossix Hospitality Group
Sydney
11.2023 - 09.2024
- Used change methodologies to increase sales and led projects for increased productivity.
- Improved profit margins by effectively managing expenses, budget and overhead, increasing closings and optimizing product turns.
- Implemented best practices for addressing customer inquiries efficiently across various channels like email, phone, social media.
- Developed strategies for increasing customer loyalty by understanding their expectations and preferences.
- Conducted market research and reported on competitors.
- Developed pricing strategies to negotiate contract renewals with key accounts.
- Coached, developed and motivated team to achieve revenue goals.
- Organized and led client meetings to discuss project progress, timelines, budgets, and other pertinent information.
- Resolved customer complaints in a timely manner through effective communication techniques.
- Created reports on customer satisfaction, account status, sales projections, and market trends.
- Developed and maintained relationships with clients to understand their needs and provide solutions.
- Evaluated effectiveness of current processes related to customer service and suggested improvements where necessary.
Café Venue Manager
Fossix Hospitality Group
Sydney
08.2023 - 11.2023
- Analyzed sales data generated from events in order to identify trends or opportunities for improvement.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Implemented strategies designed to increase efficiency while reducing costs associated with hosting an event.
- Mitigated business risks by working closely with staff members and assessing performance.
- Reviewed and inspected all areas of facility and checked supply levels for quick restocking to maintain appearance and functionality.
- Provided training sessions for staff members on topics such as customer service techniques or safety protocols.
- Created effective business plans to focus strategic decisions on long-term objectives.
- Negotiated contracts with vendors for services such as catering or entertainment at competitive rates.
- Delegated work to staff, setting priorities and goals.
Restaurant Supervisor
The Nomad Group - Beau Sydney
Sydney, Surry Hills
04.2023 - 08.2023
- Provided fast, friendly and knowledgeable service to guests, proactively promoting specials and enhancing sales of key menu items.
- Developed and implemented strategies to enhance team performance, improve processes and boost results.
- Assigned duties and shifts to restaurant staff according to workload requirements.
- Coached team members on food safety and sanitation processes, customer service, menu education and up-selling techniques to drive revenue.
- Resolved customer complaints regarding food quality or service issues promptly and courteously.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Recommended measures for increasing profits or reducing losses related to food preparation processes or staffing levels.
- Oversaw restaurant maintenance and cleanliness, assigning tasks to individual team members in alignment with operational and customer needs.
- Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
- Worked in cooperation with front and back of house staff to ensure smooth operations.
- Supervised team of employees, maintaining positive and productive atmosphere to enhance employee experience.
- Assessed operational performance to maintain compliance with company and industry standards.
Team Leader/Head Barista
Flour and Stone
Sydney, Woolloomooloo
09.2021 - 04.2023
- Redefined approach to customer engagement, ensuring balanced satisfaction and workplace respect.
- Ensured a consistent, fully structured, and well-organized work environment.
- Played a key role in maintaining team morale and readiness.
- Tasked with opening and closing shop consistently.
- Demonstrated comprehensive knowledge of coffee blends and pastry selection.
- Managed procurement of coffee-related supplies.
- Crafted and curated innovative beverages to enhance the menu.
- Mentored newly hired employees on machine operations and implemented training on safety procedures to prevent injuries.
- Identified needs of customers promptly and efficiently.
- Managed cash handling procedures, ensuring accuracy in transactions and deposits.
- Hosted coffee and tea tastings to showcase seasonal items and boost sales opportunities.
- Worked closely with vendors to negotiate pricing on products or services related to the coffee shop operations.
- Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
- Conducted regular quality checks on coffee and food items to ensure customer satisfaction.
Head Barista
Grumpy Baker
Sydney, Bellevue Hill
01.2020 - 12.2021
- Achieved accurate turnover through efficient work pace and consistent operational standards.
- Developed positive and memorable dynamic experiences with customers daily through attentiveness.
- Enhanced customer satisfaction by maintaining high standards.
- Managed store operations during opening and closing times.
- Utilized upselling techniques to promote bakery items and specialty drinks, increasing average order value.
Research Internship
The Australia National Maritime Museum
Sydney
01.2019 - 12.2019
- Worked with leadership at National Maritime Museum on creating dynamic and interactive exhibitions.
- Created innovative ideas for the National Migration Museum by employing interviewing and surveying skills.
- Ensured research objectives were met by consistently updating progress reports within guidelines followed closely.
- Prepared detailed documentation for exploration of migration-related identity topics.
Allrounder/ Barista
Nosh+ Cafe
Sydney, Mosman
01.2017 - 12.2019
- Delivered exceptional customer service.
- Assembled different types of sandwiches and ensured quality coffee production.
- Performed end-of-day cleaning to ensure readiness for the next day.
- Initiated childcare for the owner's children, enabling business expansion with a new bakery.
Peer Mentoring in Multimedia
UTS Insearch
Sydney, Ultimo
01.2017 - 12.2018
- Supported students by contributing innovative methods within a collaborative classroom setting.
- Facilitated one-on-one peer mentorship ensuring comprehensive resource utilization by students.
- Facilitated learning sessions on interactive platforms like Adobe Premiere, Adobe Photoshop, and Adobe After Effects.
- Assisted students with assignments through comprehensive explanations of each task's requirements.
- Approached students methodically, ensuring best possible learning outcomes.
Managing Partner
Elephant Production
Phnom Penh, Cambodia
11.2015 - 12.2018
- Supervised in-depth analysis focused on media production operations.
- Developed a multimedia business focused on photography, videography, and advertisements.
- Consulted with clients pre, mid, and post-production to ensure project success.
- Conceptualized and executed creative ideas through script design, content writing, and direction.
- Ensured efficient project execution by liaising with both clients and crews.
Office Assistant – Volunteer
Cambodian Children’s Fund
Woolloomooloo, Sydney
01.2016 - 12.2017
- Maintained regular communication with supporters to secure ongoing financial contributions.
- Managed donor contributions by entering data into Salesforce CRM.
- Implemented personalized communication strategy with creative correspondence.
Preschool Teacher Assistant
M-TEL International School
Phnom Penh, Cambodia
01.2013 - 10.2015
- Assisted in organizing field trips so students could experience hands-on learning opportunities outside the classroom.
- Assisted in providing a safe and secure environment for children.
- Met with parents to discuss child behavior and academic progress.
- Established indoor and outdoor safe play environments for toddler-age children.
- Incorporated music, art, games, books, blocks, puzzles into daily instruction.
- Implemented strategies to support student well-being.
Education
Bachelor of Communications - Social and Political Science
University of Technology Sydney
Sydney01-2020
UTS Foundation Studies -
UTS Insearch
Sydney01.2017
University Preparation Course -
EF International Language Centre
Sydney01.2016
Skills
- Policies and procedures implementation
- Organization and time management
- Financial Acumen- Budgeting & Forecasting
- Menu/System Design and Development
- Attention to Detail
- Vendor & Inventory Management
- Data analysis and reporting
- Labour Costs Management
- Team leadership/ Decision Making
- Event Planning coordination
- Employee relations and conflict resolution
- Troubleshooting and problem solving
- Verbal and written communication
- Compliance and Safety Practices/ SOP
TECHNICAL SKILLS/SOFTWARE
- Microsoft Office/ Microsoft 365
- Lightspeed/ Lightspeed Bump Screen
- Flex Catering
- HubSpot
- Tanda
- Canva
- OptiSign
Affiliations
- Outdoor & Physical Activities
- Cats & Plants
- Food & Hosting
- Church & Community
References
References available upon request.
Timeline
Operations Manager – Retail, Catering & Events
Fossix Hospitality Group
09.2024 - Current
Client Manager, Catering & Events
Fossix Hospitality Group
11.2023 - 09.2024
Café Venue Manager
Fossix Hospitality Group
08.2023 - 11.2023
Restaurant Supervisor
The Nomad Group - Beau Sydney
04.2023 - 08.2023
Team Leader/Head Barista
Flour and Stone
09.2021 - 04.2023
Head Barista
Grumpy Baker
01.2020 - 12.2021
Research Internship
The Australia National Maritime Museum
01.2019 - 12.2019
Allrounder/ Barista
Nosh+ Cafe
01.2017 - 12.2019
Peer Mentoring in Multimedia
UTS Insearch
01.2017 - 12.2018
Office Assistant – Volunteer
Cambodian Children’s Fund
01.2016 - 12.2017
Managing Partner
Elephant Production
11.2015 - 12.2018
Preschool Teacher Assistant
M-TEL International School
01.2013 - 10.2015
Bachelor of Communications - Social and Political Science
University of Technology Sydney
UTS Foundation Studies -
UTS Insearch
University Preparation Course -
EF International Language Centre
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