Emma Williams
Beerwah,QLD
Summary
Enthusiastic and driven candidate with proven experience in fast-paced restaurant settings. Committed to providing friendly and professional service to customers to maintain consistent revenue.
Overview
20
20
years of professional experience
1
1
year of post-secondary education
Work History
Front of House Supervisor
SUNSHINE COAST TURF CLUB
03.2021 - Current
- Working in various bars around the club, and working events in the bar/hospitality, table service, waitressing.
- Enhanced customer satisfaction by providing attentive service and addressing concerns promptly.
- Increased efficiency by streamlining Front of House operations and implementing effective time management strategies.
- Reduced staff turnover by fostering a positive work environment.
- Ensured seamless guest experiences by coordinating with Back of House staff to facilitate smooth communication between departments.
- Developed strong relationships with customers, resulting in repeat business and word-of-mouth referrals.
- Handled customer complaints professionally and effectively, turning potential negative situations into positive outcomes.
- Trained new employees on company policies, procedures, and service standards to ensure consistent guest experiences across the team.
- Led pre-shift meetings for Front of House staff members, reviewing daily specials, upcoming events, or pertinent announcements as necessary.
- Acted as a liaison between Front of House and Back of House departments, ensuring clear communication for seamless service delivery.
- Proactively identified opportunities for process improvement within the Front of House operations, implementing changes to enhance overall effectiveness.
- Demonstrated adaptability in handling unexpected situations or challenges that arose during service hours, effectively addressing issues to maintain customer satisfaction levels.
- Performed cash handling activities and secured nightly bank deposits.
- Maintained positive team environment by encouraging teamwork and respect in accordance with company mission.
- Demonstrated leadership by keeping up with cleanliness and organization and delegating roles to employees.
- Adhered to safe work practices, food safety regulations, and corporate guidelines.
- Coordinated kitchen activities with front-of-house staff for seamless and service.
BAR STAFF
WORKPLACE CENTRAL-SCTC
01.2019 - 03.2021
- Working the can bar for Melbourne Cup 2019
- Enhanced customer satisfaction by providing timely and efficient drink orders.
- Maintained a clean and organized bar area for an enjoyable customer experience.
- Collaborated with team members to ensure smooth service during peak hours.
- Contributed to a positive atmosphere through friendly interactions with customers and colleagues.
- Ensured compliance with safety and sanitation regulations, promoting a safe working environment.
- Handled cash transactions accurately, balancing the register at the end of each shift.
- Handled simultaneous customer, team, and business needs while avoiding unnecessary delays or errors.
- Adhered to state laws regarding alcoholic beverage services and customer regulations.
Front of House Manager
OUR COUNTRY KITCHEN
01.2016 - 01.2018
- Barista duties
- Enhanced customer satisfaction by implementing effective front of house management strategies.
- Boosted team morale through regular performance feedback sessions and recognition of exceptional work.
- Developed strong relationships with guests, addressing complaints promptly and ensuring a positive dining experience.
- Maintained high standards of cleanliness and organization throughout the establishment, ensuring compliance with health codes and regulations.
- Collaborated with executive chef to develop new menu items that catered to diverse clientele tastes.
- Managed cash handling procedures, reconciling daily sales reports, and maintaining accurate records for financial reporting purposes.
- Reduced wait times for customers by optimizing seating arrangements and implementing effective table management practices.
- Coordinated special events, including private parties and corporate functions, tailoring menus and décor to meet client needs while maximizing profits.
- Fostered a culture of teamwork among staff members by encouraging collaboration in problem-solving tasks related to front-of-house operations.
- Partnered with back-of-house management in order to maintain seamless communication between teams, ensuring a smooth dining experience for guests.
- Resolved guests complaints while maintaining positive customer environment.
- Managed day-to-day FOH operations to drive quality, standards, and meet customer expectations.
BOOKEEPER
FT&M BRICK AND BLOCKLAYING
01.2015 - 01.2018
- General upkeep of accounts
- Creating and sending out invoices
- Payment of accounts
- Wages
- BAS.
FLORIST
HERATFELT FLOWERS AND GIFTS
01.2013 - 01.2015
- Enhanced customer satisfaction by creating visually appealing and personalized floral arrangements.
- Increased sales revenue with exceptional customer service and upselling techniques.
- Maintained fresh inventory through proper rotation, storage, and display methods.
- Collaborated with clients to design custom floral arrangements for weddings, events, and special occasions.
- Reduced waste by accurately estimating materials needed for arrangements and repurposing leftovers in creative ways.
- Streamlined order processing by implementing an efficient system for tracking client requests and delivery schedules.
- Boosted team productivity with clear communication, delegation of tasks, and time management skills.
- Ensured store cleanliness and visual appeal by regularly maintaining displays, workspaces, and retail areas.
- Demonstrated attention to detail when assembling bouquets or installations for various settings such as churches or event venues.
- Managed daily opening and closing of florist shop to prepare for incoming customers and balance payments.
- Developed individualized arrangement recommendations based on customers' budget, occasion and preferences.
- Prepared new flower and greenery shipments for arrangement by stripping leaves below waterline, cutting new flowers, mixing flower food solutions and filling floral containers with food solutions.
- Maintained thorough knowledge of needs, characteristics, and varieties of flowers and greenery used in shop to inform arrangement decisions and provide information to customers.
- Provided customers with care directions for flower arrangements.
FLORIST
LINARD FLORAL AND BRIDAL CENTRE
01.2010 - 01.2011
- Enhanced customer satisfaction by creating visually appealing and personalized floral arrangements.
- Maintained fresh inventory through proper rotation, storage, and display methods.
- Ensured store cleanliness and visual appeal by regularly maintaining displays, workspaces, and retail areas.
FLORIST
LYNCH MARKET FLOWERS
01.2004 - 01.2008
- Working in mass production of flower bouquets and arrangements
- Head of the belt, wrapper, ensuring all orders were made and sent out on time.
Education
RSA -
CTA
ONLINE05.2023
CERTIFICATE 3 IN FLORISTRY -
Australian Salesmasters Training Company
NSW01.2007
YEAR 12 -
BIRDWOOD HIGH SCHOOL
01.2000
Certificate III Hospitality-FOH -
BBHT
Maroochydore 10.2022 - 12.2023
Skills
- Staff Supervision
- Restaurant Operations
- Guest Relations
- Professional demeanor
- Customer service excellence
- Point of sale systems
- Attention to detail
- Cross-functional collaboration
- Adaptability
- Food and Beverage Service
- Greeting and Seating Guests
- Opening and Closing Procedures
Work References
John Miller
CEO-Sunshine Coast Turf Club
Andrew Smith
Race Day Operations Manager- Sunshine Coast Turf Club
Chrissy and Selina Dittman
Owner/Operator- Our Country Kitchen
Timeline
Certificate III Hospitality-FOH -
BBHT
10.2022 - 12.2023
Front of House Supervisor
SUNSHINE COAST TURF CLUB
03.2021 - Current
BAR STAFF
WORKPLACE CENTRAL-SCTC
01.2019 - 03.2021
Front of House Manager
OUR COUNTRY KITCHEN
01.2016 - 01.2018
BOOKEEPER
FT&M BRICK AND BLOCKLAYING
01.2015 - 01.2018
FLORIST
HERATFELT FLOWERS AND GIFTS
01.2013 - 01.2015
FLORIST
LINARD FLORAL AND BRIDAL CENTRE
01.2010 - 01.2011
FLORIST
LYNCH MARKET FLOWERS
01.2004 - 01.2008
RSA -
CTA
CERTIFICATE 3 IN FLORISTRY -
Australian Salesmasters Training Company
YEAR 12 -
BIRDWOOD HIGH SCHOOL
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