Kezia Rogers
Menzies Creek,VIC
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
19
19
years of professional experience
Work History
Services Supervisor Valet
Scentre Group
Doncaster , Victoria
06.2023 - Current
- Successfully re-engaged team members after prolonged absence of manager, ensuring continuity and morale.
- Achieved remarkable results by boosting hands-free shopping sales by over 100% compared to the previous year.
- Collaborated with Brandspace leasing to effectively activate valet space, enhancing customer experience and satisfaction.
- Spearheaded an ambience upgrade project for valet services, aiming to elevate the overall atmosphere and customer perception.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Services Supervisor
Scentregroup
05.2021 - Current
- Responsible for team of 20 plus Service Team members who work as Concierge and Service Attendants
- Handled customer complaints and inquiries.
- Updated job knowledge by attending workshops, training sessions and educational opportunities.
- Assisted with training and development of team members.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Demonstrated leadership skills in managing projects from concept to completion.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Onboarded new employees with training and new hire documentation.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
Function Manager
Sky High
06.2012 - 04.2014
- Responsible for Bistro and Function rooms, overseeing wedding reception service as well as restaurant and quick service outlets.
- Liaising with Head Chefs to create daily restaurant and function menus
- Responsible end of day cash procedures for all restaurant, function and quick service outlets on site
- Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
- Coached and developed associates to improve soft skills and recovery techniques.
- Developed and implemented strategies to uphold safety and security of guests.
Concierge Part Time
Scentre Group
05.2014 - 05.2021
- Answering all incoming calls and dealing with customer and management requests and enquiries.
- Maintaining online booking diary and calendar
- Administration duties
- Cash handling procedures
- Responsible for monthly stock take and ordering of stationary items
- Ad hoc duties as required by security personal
- Assisting customers with usage and hire of mobility equipment including escorting customers as required to various locations.
- Assisting marketing team by implementing promotions and event activations throughout year.
- Handled cash with high accuracy
- Welcomed customers and helped determine their needs.
- Cultivated interpersonal skills by building positive relationships with others.
- Managed time efficiently in order to complete all tasks within deadlines.
- Resolved problems, improved operations and provided exceptional service.
- Acted as team leader in group projects, delegating tasks and providing feedback .
- Developed and maintained courteous and effective working relationships.
- Learned and adapted quickly to new technology and software applications.
Cafe Manager
Max Brenner Chocolate Bar
03.2005 - 10.2011
- Managed both Glen Waverley and Doncaster stores
- Successfully led Glen Waverley and Doncaster teams to win national sales targets in both 2009 and 2010
- Filled in for absent employees in any position in cafe, keeping operations efficient even when short-handed.
- Secured daily cash by verifying totals and making nightly deposits.
- Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines.
- Developed unique events and special promotions to drive sales.
- Verified prepared food met standards for quality and quantity before serving to customers.
- Managed staff schedules and maintained adequate coverage for all shifts.
- Handled business administration functions such as payroll, cash register counting, and supply ordering.
Education
BBA - Catering And Hotel Management
Victoria University
Melbourne, VICBachelor of Arts - Corporate Information Management And Librarianship
Curtin University
Perth, WACertificate III - Hospitality Management
NRG Online
Glen Waverley Skills
- Senior Leadership Support
- Customer Relations
- Staff Training
- POS Systems Expertise
- Data Evaluation
- Team Leadership
Accomplishments
- Successfully led the service team to reach a consistent Gift Card Packaging conversion rate above the target of 15% for 2022
- I helped to deliver the Westfield Direct online shopping platform role out in 2021 at Fountain Gate
- Help to deliver an above target centre NPS score for 2022 by way of customer listening and advocacy
Digital Art, Reading, Travel
I am an avid amatuer artist who has recently found a new love for creating digital art via my iPad.
I have a huge love of reading and during my down time can usually be found reading a good book to relax.
Travel is a huge love of mine and my family, we can't wait to get overseas again and see our favourite places.
Timeline
Services Supervisor Valet
Scentre Group
06.2023 - Current
Services Supervisor
Scentregroup
05.2021 - Current
Concierge Part Time
Scentre Group
05.2014 - 05.2021
Function Manager
Sky High
06.2012 - 04.2014
Cafe Manager
Max Brenner Chocolate Bar
03.2005 - 10.2011
BBA - Catering And Hotel Management
Victoria University
Bachelor of Arts - Corporate Information Management And Librarianship
Curtin University
Certificate III - Hospitality Management
NRG Online
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