ETEREI JANE IOANE
15 SIMPSON ST AUBURN ,NSW
Summary
Dynamic Hotel Pub Manager at Iris Capital Group with a proven track record in enhancing customer satisfaction through innovative service initiatives and effective staff training. Skilled in health and safety compliance and team leadership, I successfully boosted employee retention and optimized inventory management, creating a vibrant atmosphere that fosters guest loyalty.
Overview
2
2
years of professional experience
Work History
Hotel Pub Manager
Iris Capital Group
Strathfield
03.2023 - Current
- Regularly analyzed guest feedback data to identify and address areas where improvements could be made, resulting in consistently high customer satisfaction ratings.
- Increased guest satisfaction by implementing innovative customer service initiatives and staff training programs.
- Maintained compliance with all licensing requirements for hotel operations.
- Organized staff training sessions on topics such as effective communication skills, conflict resolution techniques, time management tips.
- Organized staff training programs to elevate service standards, directly impacting guest feedback scores.
- Maintained compliance with health and safety regulations, ensuring safe environment for both guests and staff.
- Responded to guest complaints with effective solutions, turning potential negative experiences into positive ones.
- Developed staff training programs to enhance service quality and team performance.
- Implemented inventory management systems to optimize stock levels and reduce waste.
- Enhanced customer experience through feedback analysis and service adjustments.
- Boosted employee retention rates through regular performance reviews, feedback sessions, and opportunities for professional development.
- Enhanced pub atmosphere by organizing regular events, live music, and themed nights.
- Reduced waste costs by implementing effective inventory control measures and purchasing strategies.
- Handled customer complaints professionally and efficiently while taking proactive steps to prevent future issues from arising.
- Created a positive work culture by fostering open communication channels between staff members.
- Maintained a clean, safe, and inviting environment for patrons through regular inspections and upkeep.
- Closed out cash register and prepared cashier report at close of business.
- Maximized customer service by training staff, overseeing operations, and resolving issues.
- Kept alcoholic beverages well-stocked and organized to meet expected demands.
- Recruited, hired and trained staff on bar practices, customer service standards, and productivity strategies, providing Number% improvement over prior onboarding process.
- Motivated staff to perform at peak efficiency and quality.
- Managed staff schedules and maintained adequate coverage for all shifts.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
Skills
- Health and safety compliance
- Staff management
- Sales growth
- Menu development
- Customer service
- Customer relationship building
- Team leadership
- Team collaboration
- Verbal and written communication
- Cash handling
- Outgoing personality
- Relationship building
- Health and safety
- Training and mentoring
- Team building
- Responsible alcohol service
- Conflict resolution
- Staff training
- Inventory control
- Performance monitoring
- Shift scheduling
- Staff scheduling
- Bar management
- Security oversight
- Teamwork and collaboration
- Attention to detail
- Reliable and responsible
- Money handling
Timeline
Hotel Pub Manager
Iris Capital Group
03.2023 - Current