Kim Cornwall
Eagle Vale,NSW
Summary
My passion is delivering five star Customer Service in every position I undertake.The various positions I have held over the years made it clear that I thrive in a fast paced environment and excel in all facets of Customer Service. I can honestly say I thoroughly enjoy going above and beyond for every customer old and new. I've been extremely lucky to have worked and trained with wonderful organisations which have given me the building blocks to take on this position.
Overview
1
1
Certification
17
17
years of professional experience
Work History
Duty Manager
Ingleburn Hotel
Ingleburn
10.2024 - Current
- Managed guest complaints, service issues, and incident responses using calm professional judgment.
- Supervised hotel floor operations across bar, restaurant, and gaming areas at Ingleburn Hotel.
- Created positive work environment for employees and delivered exceptional customer service.
- Developed and implemented strategies to improve customer service.
- Coordinated staff rosters, shift handovers, and daily operational briefings.
- Monitored responsible service compliance, licensing requirements, and venue safety procedures.
- Ensured adherence to health and safety regulations throughout the premises.
- Oversaw cash handling, till reconciliation, and end-of-day venue closing tasks.
- Prepared weekly reports detailing sales figures and staff performance metrics.
- Delegated tasks appropriately amongst team members according to individual skill sets.
- Supported recruitment processes by interviewing potential candidates.
Night Duty Manager
Glenquarie Tavern
12.2022 - 09.2024
- Supervised Hotel floor operations during busy service periods.
- Managed guest complaints and resolved issues with calm, professional communication.
- Coordinated staff duties, breaks, and shift handovers for smooth venue coverage.
- Trained team members on customer service and daily hotel procedures.
- Monitored RSA compliance across bar, gaming, and service areas.
- Assisted with opening and closing routines of the hotel across public areas and service stations.
- Supported opening and closing routines across public areas and service stations.
- Enforced venue policies and responded to incidents using sound judgment.
- Provided training sessions for new staff members on company policies and procedures.
- Maintained professionalism in customer interactions, answered concerns and resolved problems with friendly and knowledgeable approach.
- Collaborated with upper management to improve productivity of operations.
- Delegated tasks appropriately amongst team members according to individual skill sets.
- Managed disciplinary processes for employees who failed to adhere to company policies or procedures.
- Investigated customer complaints in a timely manner, resolving issues efficiently.
- Ensured compliance with local licensing laws and regulations relating to serving alcohol.
- Observed staff performance regularly of staff members, offering advice where appropriate.
Supervisor/relief Manager
Campbelltown Catholic Club/Campbelltown Golf Club
02.2019 - 10.2022
- Supervised hotel floor operations across bar, restaurant, and gaming areas at Ingleburn Hotel.
- Monitored responsible service compliance, licensing requirements, and venue safety procedures.
- Providing outstanding customer service
- Gaming floor service/payouts/tray
- Supervised gaming operations to ensure compliance and customer satisfaction.
- Processed customer transactions efficiently at point of sale.
- Coordinated functions and shows to enhance guest experience.
- Oversaw cellar operations to maintain inventory and quality control.
- Implemented responsible service of alcohol protocols for guest safety.
- Functions/shows
- Cellar operations
- RSA/RCG/ARCG
- Organized daily tasks to maximize productivity and efficiency.
- Work across a 24-hour Roster
- Shift reports
- Conducted clearance sales to manage inventory effectively.
- Work across a 24-hour Roster
- Opening and Closing procedures
Duty Manager
Wentworth Leagues Club
08.2015 - 11.2018
- Manage staff and ensure appropriate staffing levels are maintained throughout the club
- Managed staff and maintained appropriate staffing levels throughout club operations
- Executed opening and closing procedures for policy producers
- Managed rosters and sick calls to ensure sufficient staff levels
- Coordinated senior fire drill exercises to enhance safety preparedness
- Managed senior first aid incidents to provide immediate assistance
- Addressed RSA and RCG compliance issues daily to maintain standards
- Handled staff disciplinary issues to ensure compliance with policies and maintain team standards
- Senior fire drills
- Knowledge of all Duties required within the club
- Working in a 24hr environment
- Managing large amounts of money
- CRT clearance, fill and balancing
- Opening and closing policy producers
- End of shift report writing
- Reporting staff issues
- Insurance reporting Monitored and managed club environment to ensure comfort for patrons through effective control of heating, air conditioning, music, microphones, and TVs
- Insurance reporting Monitor and manage club environment is comfortable for patrons (heating, air con, music, mics and TVs)
- Operated effectively in a 24-hour environment to meet customer needs
- Injury reporting
- Completed injury reports to document incidents accurately
- Demonstrated capability to work independently without supervision
Duty Manager
West Tradies Mount Druitt
03.2015 - 08.2015
- Provide high quality customer service skills
- Set and delegated daily tasks to ensure smooth operations
- Managed staff and maintained appropriate staffing levels throughout club operations
- Be an effective member of a broader team including fellow managers, supervisors and front and back of house team members
- Sound and clear client and staff communication
- Provide consistent leadership qualities including leading by example
- Handled gaming disputes effectively
- Maintain high security measures with cash handling
- Maintain a safe environment for our staff and patrons
- In charge of clearance procedures
- Checked and monitored cashiers and refilled supplies.
- Club security checks
- Reporting staff issues
- Reporting time saved
- Clearing large payouts
- End of shift report writing
- Open and closing policies and procedures
- Staff mentoring and monthly appraisals
- Handled customer complaints to achieve satisfactory resolutions
- Made informed decisions daily
- Monitoring and managing the club environment is comfortable for patrons (heating, air con, music, mics and TVs)
- WHS knowledge and reporting
- Reported workplace injuries promptly
- Ebet gaming system management and utilization
- Operated independently with minimal supervision
- Working in a 24hr environment
- Oversaw senior Keno operations
- Knowledge of all Duties required within the club
Duty Manager
Revesby Workers Club
01.2010 - 03.2015
- Provide high quality customer service skills
- Managed and delegated daily tasks to optimize team performance
- Supervised staff to maintain appropriate staffing levels, ensuring smooth club operations
- Be an effective member of a broader team including managers, fellow supervisors and front and back of house team members
- Sound and clear client and staff communication
- Provide consistent leadership qualities including leading by example
- Handled gaming disputes effectively to ensure fair resolutions.
- Maintain high security measures with cash handling
- Maintain a safe environment for our staff and patrons
- In charge of clearance procedures
- Maintained and filled CRTs and refilled supplies.
- Club security checks
- Manage and monitor staff breaks
- Reporting staff issues
- Reporting time saved
- Clearing large payouts
- End of shift report writing
- Open and closing policies and procedures
- Staff mentoring and monthly appraisals
- Handled customer complaints to achieve satisfactory resolutions
- Supervise and manage our shows run smoothly
- Made informed decisions to support club operations and enhance guest experiences.
- Monitoring and managing the club environment is comfortable for patrons (heating, air con, music, mics and TVs)
- WHS knowledge and reporting
- Reported injuries promptly to ensure staff safety and compliance with regulations.
- Konami and Ebet gaming system management and utilisation
- Working in a 24hr environment
- Keno senior operations
- Knowledge of all Duties required within the club
Skills
- RSA compliance
- Bar operations
- Gaming operations
- Cash management
- Cash reconciliation
- Stock management
- Incident response
- Safety management
- Safety compliance
- Opening and closing procedures
- Staff scheduling
- Shift management
- Training
- Staff training
- Staff mentoring
- Report generation
- Event coordination
- Venue supervision
- Operational efficiency
- Customer service
- Conflict management
- Conflict resolution
- Assertive communicator
- Ability to work unsupervised
- Team leadership
- Leadership skills
- Attention to detail
- Communication skills
- Communication skills
- Communication skills
Certification
- 2014
- CMDA Duty Manager Development Program
- CMDA Statement of Attainment for Coach others in job skills SITXHRM001A
- CMDA Monitor work operations SITXMGT001A
- 2010
- Certificate IV in (Front line Management) Traineeship TCID No. 1738547/1
- 2008
- Certificate IV in Hospitality (Supervision) with Distinction THH42602
Key short courses
- 2014
- Bullying and harassment workshop
- BSI Training (Conflict management and assertiveness)
- BSI Training and development (Understanding behavioral styles and teamwork)
- Conflict resolution and developing customer service
- Tabcorp Statement of Attainment Conduct online transactions BSBITU305A
- Leadership and employee engagement workshop
- Statement of Attainment to Provide first aid HLTAIMD003
- 2023
- Responsible conduct of gambling SITHGAM006A
- Responsible service of alcohol SITHFAB009
- 2024
- Advanced responsible conduct of gambling Certificate # 89227
- 2008
- Accredited Customer service Excellence workshop
Timeline
Duty Manager
Ingleburn Hotel
10.2024 - Current
Night Duty Manager
Glenquarie Tavern
12.2022 - 09.2024
Supervisor/relief Manager
Campbelltown Catholic Club/Campbelltown Golf Club
02.2019 - 10.2022
Duty Manager
Wentworth Leagues Club
08.2015 - 11.2018
Duty Manager
West Tradies Mount Druitt
03.2015 - 08.2015
Duty Manager
Revesby Workers Club
01.2010 - 03.2015