Summary
Overview
Work History
Skills
References
Timeline
Generic

ESTHER BOWEY

Box Hill,VIC

Summary

Knowledgeable Guest Experience Manager with background in enhancing guest satisfaction and operational efficiency. Driven to promote guest satisfaction by identifying areas of improvement and going above and beyond for guests needs.

Overview

10
10
years of professional experience

Work History

Guest Experience Manager

Village Cinemas
04.2024 - Current
  • Completed hires for both team members and duty managers.
  • Trained staff in emergencies and evacuations.
  • Identified and addressed areas of improvement across site.
  • Assisted with the development of the GES role.
  • Participated in performance counselling.
  • Oversaw retail and audit compliance to ensure completion.
  • Assisted with the training of new GEMs.

Duty Manager

Village Cinemas
08.2022 - 04.2024
  • Improved customer satisfaction by promptly addressing and resolving guest concerns and complaints.
  • Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
  • Gained experience successfully executing site functions and premieres.
  • Developed skills with cinema technology including projectors, microphones and TMS.
  • Developed firm knowledge of Vista ticketing systems.
  • Developed basic SAP skills including wastage, manual COGs, and stock take procedures.

Team Member

Village Cinemas
11.2021 - 08.2022
  • Greeted customers with a smile and provided friendly, knowledgeable service.
  • Sold admissions, processed payments and issued tickets.
  • Kept bar presentable and well-stocked to meet customer needs.
  • Performed opening and closing duties for Gold Class
  • Operated efficiently in high-volume setting.
  • Followed proper handling and sanitation procedures to comply with food safety standards and protocols.
  • Made food according to standard recipes with requested changes for customer satisfaction.
  • Restocked supplies and prepared additional ingredients during downtime for expected busy periods.

Barista

Kings Cafe
02.2019 - 10.2021
  • Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
  • Created wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores.
  • Cleaned counters, machines, utensils and seating areas daily.
  • Constantly expanded personal knowledge of coffee styles and varieties
  • Maintained regular and consistent attendance and punctuality.
  • Engendered customer loyalty by remembering personal preferences and allergy information.

Retail Assistant

Rivers
12.2015 - 02.2020
  • Approached browsing customers to initiate conversations to determine buying preferences
  • Offered each customer top-notch, personal service and polite support to boost sales and customer satisfaction
  • Employed strategic tactics such as cross-selling and upselling to drive sales
  • Refunded payments for returned items, processed exchanges and offered store credit to achieve customer satisfaction
  • Used POS system to process sales, returns, online orders and gift card activations

Skills

  • Flexible & Adaptable
  • High Work Ethic
  • Customer Service
  • Conflict Resolution
  • Responsible
  • Leadership
  • Problem resolution
  • Training and development
  • Quick learner
  • Goal setting

References

DANIEL OSHLACK

[Service Operations Manager]

Village Cinemas Southland

0424133569


EMILY SMITH

[General Manager]

Village Cinemas Rivoli

0466664728


Timeline

Guest Experience Manager

Village Cinemas
04.2024 - Current

Duty Manager

Village Cinemas
08.2022 - 04.2024

Team Member

Village Cinemas
11.2021 - 08.2022

Barista

Kings Cafe
02.2019 - 10.2021

Retail Assistant

Rivers
12.2015 - 02.2020

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ESTHER BOWEY