Summary
Overview
Work History
Education
Skills
Timeline
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Ian Spence

Marsfield

Summary

Dynamic Food and Beverage Duty Manager at Pullman Sydney Airport, recognized for enhancing customer satisfaction through effective relationship building and staff training. Proven ability to optimize operations and reduce turnover, while maintaining a focus on exceptional service and cash management. Committed to fostering a positive team environment and driving revenue growth.

Overview

10
10
years of professional experience

Work History

Food and Beverage Duty Manager

Pullman Sydney Airport
03.2022 - Current
  • Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
  • Trained employees in essential job functions.
  • Mentored and supported junior staff members to apply best practices and follow procedures.
  • Supervised and coordinated team to provide guidance and support and maximize performance.
  • Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
  • Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
  • Improved customer satisfaction by promptly addressing and resolving guest concerns and complaints.
  • Enhanced team performance by providing ongoing coaching, feedback, and training opportunities for staff members.

Bar Manager

The Illawarra Brewery
05.2020 - 03.2022
  • Closed out cash register and prepared cashier report at close of business.
  • Created a welcoming atmosphere, fostering a loyal customer base and repeat business.
  • Oversaw maintenance tasks for the bar area, ensuring a clean and safe environment for patrons at all times.
  • Mentored and trained staff members to ensure exceptional customer service standards.
  • Maximized customer service by training staff, overseeing operations, and resolving issues.
  • Adhered to state laws regarding alcoholic beverage services and customer regulations.
  • Handled conflict resolution among staff members promptly and professionally, maintaining a positive work environment.
  • Developed strong relationships with suppliers, negotiating favorable terms and pricing.

Restaurant Manager

Fortunato Ristorante
09.2015 - 05.2020
  • Managed daily operations to ensure a high level of efficiency, consistency, and quality in both food and service.
  • Carefully interviewed, selected, trained, and supervised staff.
  • Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
  • Reconciled cash and credit card transactions to maintain accurate records.
  • Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
  • Optimized labor costs by closely monitoring schedules, adjusting staffing levels according to business needs, and employing cross-training strategies.
  • Reduced staff turnover rate with effective leadership, open communication, and employee development opportunities.
  • Increased restaurant revenue by optimizing table turnover rates and enhancing menu offerings.

Education

No Degree -

Figtree High School
Wollongong, NSW
12-1990

Skills

  • Customer service
  • Customer service focus
  • Time management
  • New employee training
  • Team supervision
  • Customer communication
  • Relationship building
  • Cash management
  • Staff training and development

Timeline

Food and Beverage Duty Manager

Pullman Sydney Airport
03.2022 - Current

Bar Manager

The Illawarra Brewery
05.2020 - 03.2022

Restaurant Manager

Fortunato Ristorante
09.2015 - 05.2020

No Degree -

Figtree High School

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Ian Spence