Karla Wikaire
Birkenhead,SA
Summary
Highly experienced hospitality and customer service based individual looking for 20-30 hours per week in a customer service/FOH based role. Experienced in working long night shifts due to background in bar and gaming.
Overview
2
2
years of professional experience
Work History
Duty Manager- Gaming
Cavan hotel
Adelaide, SA
10.2023 - Current
- Organized and coordinated special events for the gaming area, such as promotions for Jackpot club
- Replenished and rotated food and beverage stock
- Operated state of the art replenishment terminals to ensure monies were available to patrons
- Customer service and satisfaction first and foremost
- Re-filled ATM terminals
- Shifts varied from late night starts and early finishes to early starts and late afternoon finishes
- Followed gaming policies and procedures to ensure compliance with regulatory requirements
- Supervised and trained staff
- Duty manager in charge during gaming close shifts
- Banking of gaming takings
- Prepared food and beverages for gaming patrons
- Monitored floor with a keen eye for problem gambling and aml
- Resolved customer complaints and payout errors
- Logged jobs with appropriate companies for gaming machine, atm and site controller issues
Customer Service Officer
West Beach Parks
West Beach, SA
11.2022 - 09.2023
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process
- Answered customer inquiries via telephone, email and face-to-face contact
- Resolved customer issues in an efficient and timely manner
- Booked and altered reservations in system
- Managed reception area during extremely busy periods
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Assisted interstate and international guests with travel arrangements
- Reported guest issues, safety and maintenance concerns immediately to appropriate teams
- WH&S representative for CSO team
- Handled fast-paced customer inquiries each day to consistently meet productivity and performance targets
- Made outbound calls to obtain account information
Bartender
The Fed
Semaphore, SA
03.2022 - 11.2022
- Balanced front bar, TAB and bistro tills daily and generated sales reports for management
- Worked extremely well under pressure (busy band nights)
- Recommended food and drinks to patrons based on preference, pairings and special promotions
- Maintained knowledge of bar and menu options to prepare drinks and make food recommendations
- Trained new bartenders on drink preparation and upselling techniques
- Checked identification of guests to verify age requirements for alcohol purchase
- Worked bistro many nights by myself with no issues
- Prepared cocktails from bar recipes and served wine, draft and bottled beer
- Followed alcohol awareness procedures for preventing intoxication and handling intoxicated guests
- Assisted with gaming room clearances and closing of hotel
- Proficient in both open and closes in Front bar, TAB and Bistro
Education
Certifications
Skills
- Working with others
- Fair and friendly
- Coffee making
- Honest and responsible
- Genuine love for building rapport with regulars
- Outstanding customer service skills
- POS Systems
- Time Management
- Willingness to learn and progress in career
- Cash Handling
- Self Motivation
- Team building
- Patient and courteous
Timeline
Duty Manager- Gaming
Cavan hotel
10.2023 - Current
Customer Service Officer
West Beach Parks
11.2022 - 09.2023
Bartender
The Fed
03.2022 - 11.2022
Certifications