Lachlan Frankland
Port Adelaide
Summary
Experienced and highly motivated Cellar Door Supervisor and Hospitality Manager with 4 years of expertise in the wine and hospitality industries. Proven track record in managing daily operations, including staff supervision, wine tastings, event coordination, and customer relations, while ensuring a seamless and exceptional guest experience. Skilled in training and mentoring teams to deliver high-quality service, while maximizing sales and promoting brand loyalty. Adept at handling customer inquiries, troubleshooting issues, and creating memorable experiences that drive repeat business. Strong background in inventory management, compliance, and implementing marketing strategies to boost foot traffic and sales. Passionate about creating a welcoming atmosphere, promoting local wines, and supporting the long-term success of the winery or venue.
Overview
9
9
years of professional experience
Work History
Cellar Door Supervisor
PENFOLDS
01.2024 - Current
- Overseen / managed daily operations of the cellar door.
- Staff management, training and coaching.
- Conducted wine tastings while communicating product and brand information.
- Completing promotions and events, such as Australian Agriculture gala dinner hosted my Gina Rinehart and Hosting Li Qiang the Chinese premier and Australian officials lunch.
- Actively promoted the sale of wine and services to contribute to the achievement of sales revenue targets, execute sales promotions and increased customer spend / converting to sales in the cellar door and over the phone.
- Assistance with support of online sales, enquiries, processing, packing and dispatching warehouse orders.
- Create customer relationships with large clients in Australia.
- Lead the cellar door team on a day-to-day basis including EOD till counts, online and physical diary management.
- Assisted and responding to large group, private tour and tasting requests.
Food and Beverage Manager
DEAN GROUP HOTELS
05.2023 - Current
- Managed all food & beverage aspects across the venues.
- Overseen bottle shop inventory, ordering and supplier tastings.
- Managed daily operations and staff training.
- Developing wine, cocktail and food menus to best suit the venue and consumer.
- Forecasting, planning, and controlling the ordering of food and beverages for the hospitality venues.
- Built Relationships with suppliers, distributors, and vendors.
- Completed many offers, activations and promotions throughout the venues to maximise the flow of consumers.
Venue Manager
TGI FRIDAYS
07.2021 - 05.2023
- Created a fun dynamic and strong team environment ensuring very minimum staff turn over.
- Maintained Inventory of kitchen and bar stock.
- Managed a high volume restaurant with constant activations and promotions year round.
- Leading a team of up to 60 staff across multiple departments including front of house, back of house and bar.
- Oversaw back office operations, including rostering, training and stock control throughout the venue.
- Achieved significant sales growth and KPIs while maintaining superior service and quality in venue.
- Ensured compliance with OH&s and food hygiene procedures were constantly taken.
Customer Service Supervisor
WURTH AUSTRALIA
05.2019 - 07.2021
- Provided exceptional phone based service and support to salesforce staff and customers.
- Assisted in warehouse operations, including pick packing and order fulfilment.
- Facilitate learning and development focused on enhancing customer experience to develop professional expertise and ensure succession planning and continuity of service delivery
- Managed a team of 10 customer service staff and monitored day to day duties including customer complaints and assisting on road sales staff to best their customers.
- Ensured a fun and friendly team environment.
- Manage, investigate, and resolve complaints according to set standards to identify causes, trends and improvement opportunities
Customer Service Cashier
WOOLWORTHS
01.2016 - 05.2019
- Greeted customers and responded to informational requests.
- Worked closely with front-end staff to assist customers.
- Trained new team members in cash register operation, stock procedures and customer services.
- Helped with purchases and signed customers up for everyday rewards program.
- Operated cash register or POS system to receive payment by cash, check and credit card.
- Provided great customer service with a friendly smile.
- Assisted with helping other departments such as delicatessen, produce and grocery.
Education
High School Diploma -
11-2019
Skills
- Detail-oriented
- Teamwork and collaboration
- Customer service
- Problem-solving abilities
- Punctuality
- Organizational skills
- Team building
- Time management
- Staff training and development
- Food and beverage operations
- Wine pairing
- Menu development
Accomplishments
- High-Profile Event Coordination: Successfully assisted in hosting prestigious events such as the Gina Rinehart Australian Agriculture Gala Dinner and Chinese Premier Li Qiang Lunch, overseeing all aspects from logistics to guest services, contributing to enhanced brand visibility and building relationships with key industry stakeholders.
- Promoted brand awareness: Elevated the profile of the winery by participating in global and high-visibility events, helping to position the winery as a key player in the luxury wine market and expanding its reach to international and corporate clients.
- Cultural Sensitivity & VIP Relations: Demonstrated exceptional interpersonal skills when liaising with international dignitaries and VIPs, including Chinese government representatives, ensuring culturally appropriate and professional service while enhancing the winery’s global reputation.
- Increased Sales: Successfully increased cellar door sales throughout the year through the implementation of tailored wine-tasting experiences and product knowledge-driven upselling techniques to convert experiences to sales.
- Event Coordination: Managed and executed multiple successful wine-tasting events, festivals, and private tours, consistently exceeding guest expectations and boosting overall visitation.
Timeline
Cellar Door Supervisor - PENFOLDS
01.2024 - Current
Food and Beverage Manager - DEAN GROUP HOTELS
05.2023 - Current
Venue Manager - TGI FRIDAYS
07.2021 - 05.2023
Customer Service Supervisor - WURTH AUSTRALIA
05.2019 - 07.2021
Customer Service Cashier - WOOLWORTHS
01.2016 - 05.2019
St Francis Xavier College - High School Diploma,
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