Kristina Pupovac
Liverpool,NSW
Summary
Dynamic professional with extensive experience in hospitality and administrative roles, notably at Bona Fides Restaurant & Cafe. Excelled in customer service and conflict resolution, significantly enhancing guest satisfaction and loyalty. Skilled in cash handling and staff training, adept at fostering positive team environments and streamlining service efficiency. Achieved notable success in managing high-volume settings and maintaining operational excellence.
Overview
9
9
years of professional experience
Work History
Head Waitress
Bona Fides Restaurant & Cafe
11.2019 - Current
- Upheld high standards of professionalism when dealing with customer issues, supporting serving staff, and waiting on tables.
- Supervised server staff and simultaneously served personal section of tables.
- Managed food resources, memorized orders, and coordinated customer service.
- Assigned work tasks and coordinated activities of dining room personnel to provide prompt and successful service to patrons.
- Supervised dining table set-up to prepare for diversity of event types, following strict service standards.
- Trained staff members on use of POS system.
- Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service.
- Used communication and problem-solving skills to resolve customer complaints and promote long-term loyalty.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Trained new staff members on restaurant policies, procedures, and customer service standards.
- Supervised set up of banquet food stations and coordinated service to multiple dining areas.
- .Increased efficiency of payment processing by implementing best practices for handling cash transactions securely.
- Greeted new customers, discussed specials, and took drink orders.
- Maintained a clean and inviting dining area to enhance overall guest experience at the restaurant.
- Promoted positive work environment by addressing conflicts among team members promptly and professionally.
- Resolved guest complaints swiftly and professionally, resulting in increased repeat business.
- Developed strong relationships with regular customers, fostering loyalty to the establishment.
- Managed waitstaff scheduling, ensuring proper coverage during peak hours for optimal service efficiency.
- Implemented systems for tracking reservations and managing waitlist effectively during busy periods.
- Monitored inventory levels for tableware, glassware, and flatware, reducing shortages during peak times.
Administrative Assistant
Starr Partners Liverpool
08.2020 - 08.2020
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
Waitress
Carpe Diem Restaurant & Cafe
01.2016 - 09.2019
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Maintained clean and welcoming dining environment, ensuring a positive guest experience.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Collaborated with team members to consistently provide efficient service during peak hours.
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
- Managed cash transactions accurately, ensuring proper change was provided to customers as needed.
Education
Diploma Of Education - Year 12
Liverpool Girls High School
Forbes, NSW09.2021
Skills
- Customer Service
- Cash Handling
- Exceptional communication
- Safe Food Handling
- Order Taking
- Team Management
- Conflict Resolution
- Reservation handling
- Service prioritization
- Staff Monitoring
- Training new employees to high standards
- Communicate clearly and concise
- Achieving high standards for customers requests
- Dealing with complaints about coffee and food
Timeline
Administrative Assistant
Starr Partners Liverpool
08.2020 - 08.2020
Head Waitress
Bona Fides Restaurant & Cafe
11.2019 - Current
Waitress
Carpe Diem Restaurant & Cafe
01.2016 - 09.2019
Diploma Of Education - Year 12
Liverpool Girls High School
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