Emilee Carlon
North Lakes,QLD
Summary
Dynamic hospitality professional with over 20 years of expertise in administration, customer service, and team supervision, dedicated to enhancing front-of-house operations and logistics coordination. Proven track record in staff management and administrative support, adept at streamlining processes to boost efficiency while ensuring compliance with industry standards. Committed to maintaining exceptional service standards across diverse environments, including restaurants, retail settings, and large attractions. Recognised for fostering a collaborative atmosphere that drives team performance and elevates customer satisfaction.
Overview
2026
2026
years of professional experience
Work History
Customer Service & Administration Officer
Pitchers Hospitality Supplies
01.2025 - Current
- Developed and maintained efficient filing systems to enhance document retrieval.
- Prepared comprehensive reports and presentations for internal meetings.
- Organized and maintained electronic filing systems, enhancing document retrieval processes.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Responded to inquiries from callers seeking information.
- Maintained a clean and welcoming office environment, fostering positive impressions among clients and visitors alike.
- Expedited invoice processing, ensuring accurate recording of financial transactions in the accounting system.
- Ensured timely completion of projects with diligent task prioritization, delegation, and followup.
- Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained inventory of office supplies and placed orders.
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Assisted coworkers and staff members with special tasks on daily basis.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed high-volume calls, ensuring timely responses and service excellence.
- Maintained accurate records of customer interactions in CRM systems for future reference.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Participated in training programs to enhance product knowledge and customer service skills.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Improved resolution time with effective problem-solving for customer complaints.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Leveraged CRM tools for tracking leads, managing accounts, and optimizing follow-up processes.
- Negotiated prices, terms of sales and service agreements.
- Analyzed customer requirements to generate accurate quotes in a timely manner.
- Collaborated with sales and production teams to ensure alignment on pricing strategies.
- Reviewed and refined quote submission procedures to enhance accuracy and reduce errors.
- Managed a large volume of incoming quote requests, prioritizing tasks effectively to meet tight deadlines consistently.
Personal Assistant / Front of House Supervisor – Food & Beverage
Australia Zoo
01.2021 - 01.2025
- Provided high-level executive support to the Chief Food and Beverage Officer, coordinating schedules, communications, and key operational priorities to ensure seamless management of multiple food and beverage outlets
- Created, managed, and optimized staff rosters and timesheets for the F&B team, ensuring adequate coverage, compliance with labor regulations, and efficient allocation of resources
- Developed and maintained strong relationships with suppliers, coordinating site visits, deliveries, and stock management to support smooth day-to-day operations
- Oversaw compliance with liquor licensing requirements and Responsible Service of Alcohol (RSA) standards, ensuring all documentation was current and team adherence was maintained
- Edited and updated training materials, including allergen and food safety documentation, to maintain staff knowledge and operational excellence across front-of-house operations
- Delivered exceptional frontline customer service, supporting FOH operations by assisting during service on coffee machines, tills, and in the kitchen as required to maintain service flow and guest satisfaction
- Planned, coordinated, and supported events across multiple food outlets, managing logistics, staffing, and guest experience to ensure successful execution
- Monitored and enforced Workplace Health & Safety (WHS) standards, implementing process improvements and administrative efficiencies to enhance team performance and compliance
- Supported continuous improvement initiatives by identifying operational gaps, proposing solutions, and assisting in the rollout of new policies and procedures
- Coordinated daily operations to ensure seamless support for executive staff.
- Managed schedules, appointments, and travel arrangements efficiently.
- Streamlined communication between departments to improve workflow consistency.
- Implemented process improvements that increased overall operational efficiency.
- Maintained appropriate filing of personal and professional documentation.
- Oversaw personal and professional calendars and coordinated appointments for future events.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Improved time management of the executive through effective prioritization and organization of tasks.
- Maintained confidentiality and discretion while handling sensitive information relevant to company operations.
- Displayed absolute discretion at handling confidential information.
- Aided executive in personal tasks such as scheduling appointments or running errands when needed.
- Served as first point of contact for incoming visitors or phone calls, ensuring prompt responses or directing inquiries appropriately.
- Accomplished project deadlines by assisting with task completion whenever required.
- Assisted in the preparation of presentations and reports, contributing to well-informed decision making.
- Kept detailed track of household and maintenance inventory and schedules.
- Facilitated smooth office operations by managing supplies inventory and overseeing maintenance requests.
- Provided research assistance on various projects, leading to informed decisions based on accurate information.
- Managed travel arrangements including flights, accommodations, and itineraries for smooth business trips.
- Monitored expenses closely, maintaining an organized filing system for easy access to financial records.
- Boosted team morale, organized team-building activities that fostered positive work environment.
- Trained and mentored staff on customer service protocols and operational efficiencies.
- Collaborated with kitchen staff to ensure timely food delivery and quality service standards.
- Resolved customer inquiries and complaints promptly, maintaining high levels of customer retention.
- Conducted regular training sessions to elevate team skills in service excellence and product knowledge.
Front of House Supervisor
Riceboi
01.2020 - 01.2021
- Directed daily team operations, ensuring consistent high standards of customer service, smooth workflow, and optimal staff performance across all areas of the venue
- Managed reservations and coordinated events, proactively addressing customer needs and resolving service escalations to maintain guest satisfaction and loyalty
- Oversaw inventory management, stock control, and cocktail preparation, while maintaining accurate cash handling procedures and compliance
- Supported the recruitment, training, and mentoring of junior staff, fostering skill development, teamwork, and a strong customer-focused culture
- Implemented process improvements and operational best practices to enhance efficiency, service quality, and overall team performance
- Oversaw daily front of house operations, ensuring exceptional guest experiences and satisfaction.
- Monitored inventory levels, coordinating with suppliers to ensure adequate stock availability for service needs.
Assistant Manager / Function Manager
ALH Group
01.2014 - 01.2020
- Supervised daily operations across bar, gaming, TAB, and restaurant areas, ensuring consistently high standards of service, strict compliance with licensing and regulatory requirements, and a welcoming, positive customer experience
- Managed all aspects of staff operations, including creating and maintaining rosters, coordinating recruitment and onboarding, and facilitating ongoing training programs to build a skilled, motivated, and service-focused team
- Oversaw financial management responsibilities, including daily banking, stock control, conducting monthly stocktakes, preparing budgets, and generating financial reports to support profitable and efficient venue operations
- Ensured strict adherence to workplace health and safety standards and hospitality industry compliance, implementing policies and monitoring staff practices to maintain a safe, secure, and regulated environment
- Planned, coordinated, and executed private and corporate functions, working closely with clients to tailor events, manage logistics, oversee staffing, and ensure exceptional service delivery from start to finish
- Developed and implemented operational procedures to improve efficiency, reduce errors, and optimize workflow across multiple venue areas
- Monitored customer feedback and handled complaints professionally, using insights to enhance service quality, guest satisfaction, and overall operational performance
- Liaised with suppliers and service providers to maintain stock levels, negotiate contracts, and ensure timely delivery of goods and services to support seamless venue operations
- Acted as a hands-on leader during peak service periods, assisting with bar service, front-of-house duties, and floor management to maintain smooth operations and high service standards
Front of House Attendant
Honeysuckle Restaurant
2016 - 01.2018
- Assisted with customer service, managing reservations, and performing bar duties to ensure a seamless and positive guest experience
- Handled cash management responsibilities, including accurate daily banking, reconciliation, and performing end-of-day restaurant closing procedures
- Supported inventory management by assisting with stock takes, monitoring stock levels, and helping maintain organization and accuracy of supplies
- Provided hands-on support during peak service hours, including assisting front-of-house operations to maintain smooth workflow and high service standards
- Contributed to a team-focused environment by collaborating with colleagues to resolve customer inquiries, manage busy periods, and uphold operational efficiency
Barista / Florist Assistant
Floral Art
01.2016 - 01.2017
- Assisted with customer service, managing reservations, and performing bar duties, including expertly preparing espresso-based beverages as a barista to ensure consistent quality and customer satisfaction
- Handled cash management responsibilities, including accurate daily banking, reconciliation, and performing end-of-day restaurant closing procedures
- Supported inventory management by assisting with stock takes, monitoring stock levels, and maintaining organization and accuracy of supplies across bar and kitchen areas
- Provided hands-on support during peak service hours, including assisting front-of-house, bar, and kitchen operations to maintain smooth workflow and high service standards
- Designed and created floral arrangements for weddings and special events, contributing to the visual presentation and overall guest experience
- Contributed to a team-focused environment by collaborating with colleagues to resolve customer inquiries, manage busy periods, and uphold operational efficiency and service excellence
Customer Service & Logistics Coordinator
Get Wines Direct
01.2015 - 01.2016
- Efficiently processed sales orders from start to finish, managing customer accounts, handling inquiries, and resolving complaints to ensure exceptional service and maintain strong client relationships
- Coordinated daily logistics with warehouse staff and Australia Post, including tracking shipments, managing returns, and ensuring timely and accurate delivery of products across multiple channels
- Maintained comprehensive and accurate records of sales, inventory, and customer interactions, supporting effective inventory control, stock reconciliation, and data-driven decision-making
- Assisted in implementing process improvements to streamline order processing, minimize errors, and optimize workflow efficiency across sales, logistics, and warehouse operations
- Collaborated closely with warehouse teams to monitor stock levels, plan replenishments, and resolve discrepancies, ensuring continuous product availability and operational smoothness
- Addressed customer complaints and complex inquiries with professionalism and promptness, escalating issues when necessary and ensuring follow-up to enhance customer satisfaction
- Liaised with Australia Post and other delivery partners to coordinate schedules, resolve delivery issues, and maintain clear communication between logistics and customer service teams
- Contributed to team development by supporting colleagues with training, system updates, and workflow guidance, fostering a collaborative and efficient operational environment
Skills
- Hospitality Administration
- Customer Service Excellence
- Staff Supervision & Rostering
- Supplier & Logistics Coordination
- Accounts & Invoicing
- Food Safety & Compliance
- Event & Function Management
- POS, Inventory & Stock Control
- Policy & Procedure Documentation
- Workplace Health & Safety (WHS)
- Innovation and creativity
- Strategic planning
- Report writing
- Work coordination
- Report preparation
CONTACT
- PHONE: 0467625795
- ADDRESS: 26 Livingstone Court North Lakes 4509
- EMAIL: emilee.carlon91@outlook.com
QUALIFICATIONS
- RSA
- RSG
- Approved Managers License
- RLMV
- First Aid
- Cert III Business Admin
Timeline
Customer Service & Administration Officer
Pitchers Hospitality Supplies
01.2025 - Current
Personal Assistant / Front of House Supervisor – Food & Beverage
Australia Zoo
01.2021 - 01.2025
Front of House Supervisor
Riceboi
01.2020 - 01.2021
Barista / Florist Assistant
Floral Art
01.2016 - 01.2017
Customer Service & Logistics Coordinator
Get Wines Direct
01.2015 - 01.2016
Assistant Manager / Function Manager
ALH Group
01.2014 - 01.2020
Front of House Attendant
Honeysuckle Restaurant
2016 - 01.2018