Gillian Grace

• Part of the opening team for new Restaurant Louey's
• Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
• Carefully trained, and supervised staff.
• Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurants.
• Quickly identified problem situations and resolved incidents to satisfaction of involved parties.
• Oversaw front of house personnel to maintain adequate staffing and minimise overtime.
• Managed staff schedules and maintained adequate coverage for all shifts.
• Led and directed team members on effective methods, operations, and procedures.
• Set clear expectations and created positive working environment for employees.
• Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.

• Supported top-level decision-making and strategy, forging productive relationships with directors & stakeholders and serving as key advocate for various personnel issues.
• Implemented safety procedures to manage risks and prevent accidents and mishaps.
• Developed systems and procedures to improve operational quality and team efficiency
• Inspected facility daily for overall cleanliness and to check supply quantities for reordering and restocking.
• Trained new employees & Management on proper protocols and customer service standards.
• Assisted in recruiting, hiring and training of team members and senior leadership
• Guided team members to maintain high productivity and performance metrics.
• Tracked employee performance and punctuality, addressing repeat problems quickly to prevent long-term habits.
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
• Monitored daily cash discrepancies, inventory wastage
• Eased team transitions and new employee orientation
• Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.

• Overseeing the day to day running of the venue, ensuring that all departments are prepared, ready and staffed appropriately
• Collaborating with the functions coordinator in planning and organising corporate and private functions
• Monitoring stock levels and liaising with chefs on purchasing and orders
• Ensuring the maintenance of both high productivity and good staff morale
• Succession Planning & delivering monthly staff appraisals
• Rostering
• Identifying and implementing opportunities for improvement in customer service, venue presentation and food and beverage
• The monitoring of service and food and beverage standards of competitive businesses
• Overseeing the professional handling of customer complaints and suggestions
• Contributing to the development of menus
• Consulting & co writing wine list from 2019‑2022
• Growth in revenue of the operation in line with the venue budget
• Control of wage percentage to the targets set in the venue budget
• Beverage costs to the target set in the venue budget
• Ensuring employment awards and agreements are adhered to at all times
• Holding a current First Aid Certificate & Victorian RSA Certificate
• Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
• Met, greeted and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
• Carefully interviewed, selected, trained and supervised staff.
• Led and directed team members on effective methods, operations and procedures.
• Developed, implemented and managed business plans to promote profitable food and beverage sales.
• Oversaw front of house personnel to maintain adequate staffing and minimize overtime.

The Riverland Group is one of Melbourne's iconic hospitality & events companies, and it continues to grow. Specializing in providing the ultimate in customer experiences. Working across 5 venues throughout Melbourne. I worked my way up to this role & became a productive senior member of their team and had the advantage of working in several roles within the company which has expanded my skills and furthered my knowledge in the hospitality, customer service & function & events industry.

• Understands the JBS Product offering for all events
• Admin related tasks until contract is signed
• Have a good phone manner & email etiquette
• Execution on all events as per direction from the Sales Manager
• Ensure all event orders are completed & dispersed to the venues
• Excel in customer experiences

• Networked to increase client base and encourage existing clients to expand financial portfolios.
• Promoted financial products by maintaining excellent service offering knowledge.
• Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
• Established new accounts for high net worth individuals and serviced existing accounts to maximize revenue.
• Established rapport with new clients to increase satisfaction and loyalty.
• Referred customers to other banking departments for specialized services.
• Cross-sold credit cards, loans and other bank products.
• Followed up with customers to gather feedback and provide additional assistance.
• Handled customer inquiries and suggestions courteously and professionally.
• Updated account information to maintain customer records.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Offered advice and assistance to customers, paying attention to special needs or wants.

• Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
• Rotated merchandise and displays to feature new products and promotions.
• Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
• Processed payments for credit and debit cards and returned proper change for cash transactions.
• Created and maintained safe and secure work environments for employees.
• Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
• Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
• Reconciled daily sales transactions to balance and log day-to-day revenue.
• Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
• Provided weekly work schedules to employees to accommodate business demands and vacation requests.
• Developed and maintained strong relationships with vendors to facilitate timely product delivery.
• Interacted well with customers to build connections and nurture relationships.
• Trained and guided team members to maintain high productivity and performance metrics.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
• Reported issues to higher management with great detail.
• Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.