Summary
Overview
Work History
Education
Skills
Timeline
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Jemma Holland

Sydney,NSW

Summary

Accomplished Restaurant Manager at McDonald's, adept in Operations Management and fostering Team Management, significantly enhanced customer satisfaction and team productivity. Expert in inventory control, staff training, and performance strategy development, achieving notable efficiency improvements. Skilled in adapting to dynamic business needs, ensuring optimal operational performance and employee engagement. Highly proactive manager with 6 years of experience in team leadership in the people industry. Background includes sales, management and customer service in fast-paced settings.

Overview

10
10
years of professional experience

Work History

Crew Person

McDonald's
04.2014 - 08.2018
  • Increased repeat business by providing exceptional customer service experiences.
  • Effectively managed high-stress situations while maintaining a calm demeanor and professional attitude.
  • Efficiently handled multiple orders, resulting in shorter lines and happier customers.
  • Maintained a clean working environment for improved efficiency and safety standards.
  • Improved order accuracy rates through careful attention to detail when inputting orders into the system.

Shift Supervisor

McDonalds
08.2018 - 12.2019
  • Trained new employees and delegated daily tasks and responsibilities.
  • Completed store opening and closing procedures and balanced tills.
  • Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.
  • Responded to and resolved customer questions and concerns.
  • Enforced company policies and regulations with employees.
  • Ensured smooth operations during peak hours by effectively managing resources and staff allocation.

People Performance Manager

McDonalds
01.2020 - 01.2021
  • Enhanced employee engagement through tailored training programs and workshops.
  • Conducted thorough assessments of employee performance, identifying strengths and areas for growth.
  • Developed comprehensive performance management strategy, resulting in increased efficiency and productivity across departments.
  • Improved team performance by implementing new KPI tracking systems and providing regular feedback.
  • Improved onboarding experience for new hires, creating a comprehensive orientation program.
  • Oriented newly hired employees by providing company information, facilitating onboarding processes and establishing position-related requirements.
  • Managed interview scheduling, coordinated travel arrangements, and facilitated communication with candidates throughout the hiring process.
  • Developed performance management systems that promoted employee growth and development.
  • Conducted exit interviews to identify areas of improvement in company culture and retention strategies.

Customer Experience Manager

McDonalds
01.2021 - 10.2021
  • Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
  • Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
  • Conducted regular performance reviews with team members, fostering professional growth and development.
  • Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Optimised resource utilization by monitoring staffing levels and reallocating employees as needed to meet operational demands.
  • Maintained compliance with labour laws, adhering to appropriate break times and overtime requirements.

Restaurant Manager

McDonald's
10.2021 - Current
  • 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.
  • Correctly calculated inventory and ordered appropriate supplies.
  • Optimized labor costs by closely monitoring schedules, adjusting staffing levels according to business needs, and employing cross-training strategies.
  • Conducted performance evaluations for staff members, identifying areas of improvement while recognizing outstanding achievements as well.
  • Effectively managed payroll and timekeeping, and paperwork for new hires and terminations.
  • Conducted health, safety, and sanitation process evaluations to identify and remedy any violations immediately.
  • Fostered an inclusive atmosphere with open communication channels for all employees to voice concerns or suggestions freely.
  • Developed, implemented, and managed business plans to promote profitable food and beverage sales.
  • Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
  • Managed staff schedules and maintained adequate coverage for all shifts.
  • Oversaw food preparation and monitored safety protocols.

Education

Bachelor of Business - Human Resource Management & Management

Western Sydney University
Sydney, NSW
10.2022

Skills

  • Team Management
  • Inventory control and record keeping
  • Customer Engagement
  • Staff Management
  • Operations Management
  • Adaptable
  • Schedule Coordination

Timeline

Restaurant Manager

McDonald's
10.2021 - Current

Customer Experience Manager

McDonalds
01.2021 - 10.2021

People Performance Manager

McDonalds
01.2020 - 01.2021

Shift Supervisor

McDonalds
08.2018 - 12.2019

Crew Person

McDonald's
04.2014 - 08.2018

Bachelor of Business - Human Resource Management & Management

Western Sydney University

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Jemma Holland