KEVIN IMANUEL
Haymarket,NSW
Summary
Dynamic hospitality professional with a proven track record at Sofitel Sydney Darling Harbour, excelling in customer service and guest relations. Adept at reservation management and conflict resolution, I consistently enhanced guest satisfaction, achieving a 90%+ rating. Passionate about delivering exceptional experiences and fostering team collaboration in fast-paced environments.
Overview
1
1
year of professional experience
1
1
Certification
Work History
Club Millésime Butler /All Rounder
Sofitel Sydney Darling Harbour
Sydney, NSW
03.2025 - Current
- Delivered exclusive, personalized service to VIP guests in the Club Millésime lounge, contributing to consistently high satisfaction scores and repeat guest recognition
- Served gourmet breakfast, high tea, and evening canapés with premium beverage offerings, upholding five-star presentation and service standards across all sessions
- Anticipated and fulfilled guest needs proactively using the hotel’s PMS (e.g., Opera), managing dining reservations, transportation, special occasions, and bespoke requests
- Built strong guest rapport, enhancing the overall guest experience and supporting positive reviews and loyalty program engagement
- Maintained a refined, elegant lounge atmosphere, ensuring smooth service flow and collaboration with kitchen, housekeeping, and front office departments
Restaurant Host
Sofitel Sydney Darling Harbour
Sydney, NSW
09.2024 - 03.2025
- Greeted and seated over 100 guests per shift, ensuring a seamless arrival and excellent first impression
- Managed reservations and communicated updates via in-person interactions and mobile devices, improving guest satisfaction and reducing no-show rates
- Tracked seating availability and guest flow using computer-based and mobile reservation software (e.g., OpenTable, ResDiary), enhancing table turnover efficiency
- Monitored dining area to assess server capacity and estimated wait times, supporting balanced workload and smoother service coordination
- Answered guest inquiries about menu items, services, and special events, promoting upsells and improving the overall guest experience
- Resolved guest complaints and de-escalated conflicts professionally, maintaining a 95%+ issue resolution success rate and enhancing loyalty
- Proactively monitored guest satisfaction, addressing concerns promptly to ensure a high-quality dining experience
Food & Beverage Attendant
Sofitel Sydney Darling Harbour
Sydney, NSW
12.2023 - 09.2024
- Set and enforced performance and service standards to keep a consistent, high-quality environment devoted to customer satisfaction
- Opened, poured, and served hot and cold beverages to customers to complement the food and dining experience.
- Maintained 90%+ guest satisfaction ratings by consistently enforcing performance and service standards in alignment with brand expectations.
- Reduced order wait times by 20% through clear, real-time communication with kitchen and front-of-house teams.
- Collaborated with a team of 10+ F&B attendants to deliver seamless service during peak hours, resulting in smoother operations and positive guest feedback.
- Onboarded and trained 2 or more new staff members, leading to a 100% compliance rate with service protocols and WHS safety procedures within their first two weeks.
- Resolved guest concerns within 2–5 minutes, contributing to an increase in repeat customers, and positive online reviews.
- Upsold daily specials and premium menu items, boosting average customer spend by 10% during assigned shifts.
Section Waiter Intern | Woodcut
Crown Sydney
Sydney, NSW
05.2024 - 07.2024
- Greeted guests and provided menu information.
- Collaborated with other servers, kitchen staff, management, and front desk personnel to ensure smooth daily operations.
- Displayed exceptional knowledge of the menu items including ingredients and preparation methods.
- Set up dining areas for each party prior to their arrival.
- Circulated within assigned areas to assess and address customer needs, effectively prioritizing tasks during peak hours.
- Informed customers of daily specials and signature menu items.
- Brought wine selections to tables with appropriate glasses and poured for customers.
Supervisor
Cinnabar Sydney
Haymarket
02.2024 - 05.2024
- Provided hands-on support to over 50+ customers weekly, identifying needs and offering tailored solutions aligned with evolving consumer preferences
- Trained and coached a team of 10+ employees, resulting in a 25% improvement in handling complex sales and conflict resolution scenarios
- Monitored team performance and implemented corrective actions, achieving 10% increase in operational efficiency and consistently meeting productivity KPIs
- Defined SMART objectives for team members, aligning individual goals with broader company targets and enhancing accountability
- Led weekly team meetings to share performance insights, gather feedback, and roll out new policies, fostering a culture of transparency and collaboration
- Developed and managed rotating employee schedules based on forecasted demand, maintaining 100% shift coverage during peak periods
- Conducted quarterly performance evaluations, providing constructive feedback and tracking progress to support professional growth and retention
Education
Advanced Diploma - Hospitality Management (Food And Beverage)
Le Culinaire Hospitality Institute
Ultimo, NSW06-2025
Skills
- Customer service and guest relations
- Reservation and inventory management
- Team collaboration and conflict resolution
- Time and calendar management
- Analytical skills
- POS system operation
- Decision-making
- Database administration
- Problem-solving
- Microsoft Office proficiency
Certification
- RSA
- RCG
- Food Handler Basics
Timeline
Club Millésime Butler /All Rounder
Sofitel Sydney Darling Harbour
03.2025 - Current
Restaurant Host
Sofitel Sydney Darling Harbour
09.2024 - 03.2025
Section Waiter Intern | Woodcut
Crown Sydney
05.2024 - 07.2024
Supervisor
Cinnabar Sydney
02.2024 - 05.2024
Food & Beverage Attendant
Sofitel Sydney Darling Harbour
12.2023 - 09.2024
Advanced Diploma - Hospitality Management (Food And Beverage)
Le Culinaire Hospitality Institute
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