Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Gladwin Su

ROCKDALE

Summary

Food and Beverage professional at The Star Entertainment Group, recognised for driving customer loyalty through exceptional service and effective problem-solving. Demonstrated success in increasing sales while promoting teamwork and collaboration among staff. Skilled in cash handling and maintaining high service standards in fast-paced environments.


With proven track record in leadership and operational management and successfully improved service quality and guest experiences. Focuses on team collaboration and achieving high standards, adapting to changing requirements with ease. Known for excellent communication and conflict resolution skills.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Food and Beverage Team Leader

The Star Entertainment Group
04.2024 - Current
  • Developed strong rapport with returning guests, leading to increased customer loyalty and positive reviews.
  • Trained staff members on use of POS system.
  • Used communication and problem-solving skills to resolve customer complaints and promote long-term loyalty.
  • Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service.
  • Supervised server staff and simultaneously served personal section of tables.
  • Utilised knowledge of menu offerings to upsell specials and premium dishes, contributing positively to the restaurant''s overall revenue.
  • Successfully resolved customer complaints, ensuring satisfaction and maintaining a positive atmosphere.
  • Upheld high standards of professionalism when dealing with customer issues, supporting serving staff, and waiting on tables.
  • Developed a positive work environment by fostering open communication and teamwork among staff members.
  • Addressed guest concerns promptly and professionally, ensuring high levels of customer retention and loyalty.

Banking Consultant

ANZ Banking Group
09.2023 - 12.2023
  • Extended and sustained relationships with customers to maintain and grow business.
  • Worked with customers to procure updated financial information on continuous basis.
  • Acquired collateral documents to be utilised as security on loans in accordance with banking policies.
  • Communicated lending decisions to customers.

Food and Beverage Server

The Star Entertainment Group
06.2022 - 08.2023
  • Provided courteous, friendly service while multitasking in fast-paced environment.
  • Greeted guests warmly to foster welcoming environment.
  • Maintained a clean and organised dining area for an enjoyable guest experience.
  • Remained focused, calm and professional during peak rush hours.
  • Collaborated with kitchen staff to ensure timely delivery of food orders, resulting in positive feedback from customers.
  • Promoted a safe dining environment by adhering to strict food handling guidelines and maintaining cleanliness standards throughout the establishment.
  • Managed high-volume order requests during peak hours while maintaining accurate order fulfillment and prompt service.
  • Adhered to health and safety standards while handling food and beverages.
  • Assisted in maintaining a positive work environment by fostering open communication and teamwork among staff members, resulting in higher overall job satisfaction levels.
  • Providing excellent customer service, successfully upselling relevant products and services for increased customer satisfaction.
  • Displayed a strong knowledge of menu items, ingredients, and preparation methods to answer questions from guests confidently and provide informed recommendations.
  • Cultivated warm relationships with regular customers.
  • Explained menu items and suggested appropriate options for food allergy concerns.

Market Research Interviewer

Kantar
09.2022 - 10.2022
  • Provided timely feedback to supervisors regarding potential issues or areas for improvement within the interview process.
  • Maintained confidentiality of customer information and company procedures.
  • Followed established guidelines and recommendations from supervisors to complete quality interviews.
  • Improved overall response rates through rapport-building techniques and empathetic communication skills with respondents.

Guest Services Receptionist

Kingpin Bowling
12.2021 - 05.2022
  • Played an integral role in improving overall venue ratings by consistently providing exceptional service and addressing guest needs promptly.
  • Provided reliable support to event planning teams for onsite conferences or meetings, ensuring seamless execution of group bookings.
  • Enhanced guest satisfaction by efficiently managing front desk operations and addressing inquiries promptly.
  • Promoted a positive work environment by collaborating effectively with colleagues from diverse backgrounds.
  • Maintained accurate financial records by reconciling daily transactions and preparing nightly reports.

Education

Bachelor of Criminology And Criminal Justice - Faculty of Law

University of New South Wales
Randwick, NSW
12-2025

HSC -

Kogarah High School
Kogarah, NSW
12-2021

Skills

  • Sales growth
  • Cash handling
  • Service delivery management
  • Teamwork
  • Teamwork and collaboration
  • Customer service
  • Problem-solving
  • Time management
  • Attention to detail
  • Multitasking
  • Reliability
  • Critical thinking
  • Organisational skills
  • Team leadership
  • Active listening
  • Effective communication

Certification

  • RSA Licence - expiry date 2027
  • Driving Licence
  • Vittoria Bronze Barista

Languages

English
Native or Bilingual
Chinese (Cantonese)
Native or Bilingual
Chinese (Mandarin)
Full Professional

Timeline

Food and Beverage Team Leader

The Star Entertainment Group
04.2024 - Current

Banking Consultant

ANZ Banking Group
09.2023 - 12.2023

Market Research Interviewer

Kantar
09.2022 - 10.2022

Food and Beverage Server

The Star Entertainment Group
06.2022 - 08.2023

Guest Services Receptionist

Kingpin Bowling
12.2021 - 05.2022

Bachelor of Criminology And Criminal Justice - Faculty of Law

University of New South Wales

HSC -

Kogarah High School

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