LEWIS McGLYNN
Cairns North
Summary
Professional with strong experience in customer service and vehicle maintenance, prepared for this role. Skilled in efficient service delivery, maintaining cleanliness, and ensuring customer satisfaction. Known for collaborating effectively with team members and adapting to changing needs. Reliable, focused on achieving results, and equipped with effective communication and problem-solving abilities.
Overview
19
19
years of professional experience
Work History
Driveway Attendant
Iclean Car Wash
01.2024 - Current
- Company Overview: iclean southside PTY LTD | Cairns, Australia
- Assisting in the day to day operation of the car wash and cleaning/maintaining the work site
- Ensure all equipment such as hoses, pressure washers and vacuums are in good working order
- Restock soaps, waxes, supersats and vending machines
- Assist customers on how to use self service equipment
- Weekly titration tests
- Regular checks and maintenance carried out to ensure they are functioning properly
- Keep customer cleaning areas clean to enhance customer experience
- Assist customers with technical issues
- Reporting all maintenance issues to manager
- Iclean southside PTY LTD | Cairns, Australia
Food & Beverage Supervisor
Shangri-la The Marina
01.2021 - 01.2024
- Company Overview: Shangri-la | Cairns, Australia
- Assisting the Food and Beverage Manager in the daily running of the F&B operations around the hotel with my main role/home being in the Backyard restaurant
- Creating and executing my own custom coffee training programme that allowed colleagues to train at their own pace but still deliver great results
- Straight forward but effective order of service that was easy to train but very effective and resulted in simple but great customer service
- Service at the backyard involved juggling everything from serving over 150 pax in the restaurant, 200 pax outside in the function area and about 100 other people in the bar area all at the same time
- During my experience at this venue I have learned to multi-task and oversee such a big operation as well as leading a large team every night to success whilst maintaining Shangri-la standards
- Shangri-la | Cairns, Australia
- I was part of the Backyard's transition from bar service to a'la carte service and we have been a very busy restaurant since this transition and most recently placing second in the ICE local restaurant competition
Bars & Restaurant Operations Manager
Green Island Resort
01.2019 - 01.2021
- Company Overview: The Quicksilver Group | Cairns, Australia
- Overseeing the day to day operations of 5 food & beverage outlets (Restaurant, Cafe, Pool Bar, Takeaway shop, Buffet area)
- This involved training of staff to be competent in making coffees, cocktails, basic bar service and a la carte service
- Making sure that the day to day operation of the F&B outlets were running smoothly and any issues dealt with immediately
- Overseeing all stock takes and working closely with our stores department to ensure correct stock levels
- Completing rosters and payroll weekly as well as weekly meetings with all HOD's and regular meetings with the chef and GM to make sure everyone is on the same page
- Organizing Functions and putting together packages for groups of up to 50 pax with great success
- The Quicksilver Group | Cairns, Australia
- I was involved in the re-model of the island cafe such as the overall design, writing menus, and making sure I had staff trained, prepared and ready to go for opening day
- Due to the current pandemic we had to make some drastic changes to the overall way that we carry out service and this involved rewriting the order of service to fit a Skeleton crew but still provide an unforgettable experience for our customers
- I increased staff performance and their skillset as they were required to work in any outlet that they were required to do so
- As a manager on the island I am also experienced in first-aid (first responder training)
Restaurant Supervisor
Green Island Resort
01.2018 - 01.2019
- Company Overview: The Quicksilver Group | Cairns, Australia
- Assisting the Restaurant Manager in the day to day operations of the restaurant and pool bar and helping maintain high standards and quality service for the guests and day visitors of the resort
- Involved with training staff in cocktails and basic barista skills
- Making sure staff were given experience in all areas of the restaurant and the bar to help with their skill set and confidence for providing a quality service
- Making sure that lunch and dinner services ran smoothly by assisting staff with the necessary tools and support to help make services smoother
- Organizing beach dinners and beach hampers for resort guests
- Making sure the restaurant was set and prepared for lunch and dinner service
- Liaising with the chefs before service on menu items and specials for the day
- Making sure staff were assigned to sections and were briefed on the service ahead of what was required and what to expect for during service
- The Quicksilver Group | Cairns, Australia
- I was responsible for making sure Resort guests were provided with a high quality of service and to make sure staff were trained properly to provide a high standard of service
General Manager
The Bank Bar & Brasserie
01.2017 - 01.2018
- Company Overview: Lawrenson Group | Hamilton, New Zealand
- Accountability for day-to-day operations leading a team of thirty-five staff to increase sales and deliver continuous improvement standards across the business
- Designed and organized training programs for staff including barista; food and wine service; customer engagement and cash handling
- Conducted interviews and induction
- Mentor new staff
- Prepared weekly rosters (rearranging shifts/assigning relief)
- Forecast and plan staffing levels for high volume events such as the international rugby games, sevens tournament and boxing nights
- Provide support staff to other venues within the Lawrenson Group where required
- Lawrenson Group | Hamilton, New Zealand
- Weekly operational meetings with my management team and higher management to implement change; address positive/negative issues; risk management and forecast planning for the venue and other venues in the Lawrenson Group
- Prepared daily/weekly cash balance reports and statistical analysis of year-on-year progress to management
- Procurement (liquor)
- Respond to monthly incognito reports to address and maintain service level standards
- I increased performance, confidence and motivation of floor and bar staff through a suite of training programs I designed and delivered as well as maintaining a positive team morale to ensure a high level of customer service was provided at all times
Assistant General Manager
The Social Paraparaumu
07.2016 - 07.2017
- Company Overview: New Zealand
- As part of the management team, I worked closely with the General Manager during a period of business restructuring to accommodate new ownership changes to the Social Paraparaumu
- I was involved in the planning phase and through this, my input contributed to the success of the soft opening and relaunch of the new brand to the public
- I was responsible to plan, coordinate and deliver a wide range of in-house entertainment events working closely with external partners
- These weekly events required high level organization and negotiating capabilities to ensure entertainment performances were delivered to the standards negotiated with partners
- Of importance to the Social Paraparaumu vision, were the comedy shows introduced into the venue to raise capital for charity and other local community service needs
- New Zealand
- Worked closely with the General Manager to ensure the financial and performance targets set on a daily-weekly-monthly basis were met and exceeded
- This required skills in strategic planning to improve sales and increase year-on-year customer attendance levels
- I liaised frequently with the venue owners (who were situated in Auckland) around budgets, wages costs and human resource requirements
- Heavily involved in training staff
- Conducted interviews and induction for new staff
- Provided ongoing support, mentorship and guidance to enable staff succeed in their work role
- Daily meetings with the Executive Chef to ensure seasonal menu changes and the customer dining experience, was at the forefront of planning
- Responsible for managing purchasing for the venue including the liquor portfolio
Senior Manager
Keystone
01.2016 - 06.2016
- Company Overview: Lawrenson Group | Hamilton, New Zealand
- As a Senior Manager, I was responsible for Nightclub operations and overseeing fifteen staff
- The Keystone bar had a strong reputation for cocktail service which required a specialized skill set
- As Senior Manager, I ensured staff were trained and fluent in cocktail knowledge and service
- I conducted the training and implemented a range of new cocktail items to complement and expand the existing menu
- Staff were trained to upsell house specialties to customers
- Lawrenson Group | Hamilton, New Zealand
- Completely changed the dynamic of how the nightclub was run from how staff presented themselves to providing exceptional customer service during an extreme period of service of the trading day
- Was heavily involved in the training of floor staff to make sure that they were providing a high standard of service that people came to Keystone to experience
Front of House (Senior Waiter/Manager)
The Bank Bar & Brasserie
11.2013 - 01.2016
- Company Overview: Lawrenson Group | Hamilton, New Zealand
- As Senior Waiter/Shift Manager in the Front-of-House team, my skills were utilized in the following areas: Functions, Night Club, Security, Stock Control (receipt of inwards goods), Dining (food and beverage table service; bookings), Cash Handling (cashing off tables), Shift Management
- Lawrenson Group | Hamilton, New Zealand
Hotel Porter/Concierge
HERITAGE
03.2006 - 04.2012
- Company Overview: Rotorua, New Zealand
- Delivering guest luggage; provide information and booking local area attractions for guests; assist housekeeping make beds and nightly VIP turndown service; work with the front desk team on guest arrivals, departures and settling accounts; clean and maintain public areas
- Worked in Chapmans restaurant as a food & beverage attendant across breakfast, dinner and room service (24-hour service) shifts
- Trained in beverage operations
- I created cocktails, dispensed drinks for the restaurant staff; handled cash transactions (cashier) and closed the bar
- Worked in the conference department setting up rooms for functions and meetings (room layout; buffet tables; seating)
- Worked in the Pohutu Cultural Theatre serving guests during the 'Hangi and Feast' cultural show
- Rotorua, New Zealand
Education
NCEA Levels 1-3 -
Western Heights High School
Skills
- Food and beverage operations
- Venue management
- Public relations
- Customized staff training programs
- Barista techniques
- Menu planning
- Work process improvement
- Staff mentoring
- Liquor portfolio management
- A la carte service
- Financial acumen
- Microsoft Office Suite
- Inventory control
- Procurement
- Rostering
- Cocktail and bar
- Interpersonal skills
- Customer engagement focus
- Strong customer service
- Patience and empathy
- Quick decision making
- Team player attitude
- Reliable and punctual
- Effective time management
- Adaptable to change
- Clean driving record
- Positive demeanor
- Professional appearance
- Cash handling experience
- Teamwork
- Customer service
- Attention to detail
- Problem-solving abilities
- Reliability
- Excellent communication
Training Licenses
- Standard 11 Surface Induction, RIISS00034 Surface Coal Mine Safety Skill Set
- Open CA Drivers Licence
- RSA
Positioning Statement
As a highly motivated individual with a strong willingness to learn and adapt, I am eager to contribute to your business operation despite having no direct experience. My background in Hospitality Management has equipped me with a solid understanding of safety protocols, teamwork and problem solving in challenging and fast paced environments. I am committed to upholding the highest standards of safety and efficiency and am excited about the opportunity to apply my skills in a dynamic and fast paced setting. My enthusiasm coupled with my ability to quickly acquire new skills, makes me a valuable addition to your team.
Awards
- 2014, Lawrenson Group cocktail competition runner up
- 2013, Lawrenson Group FOH rookie of the year
- 2010, Silver Medal x 2 'Best Chef' competition, New Zealand
- 2009, Silver & Bronze Medal WHHS school challenge, New Zealand
Training
Western Heights High School, Rotorua, NCEA Levels 1-3, School Prefect Year 13
Timeline
Driveway Attendant
Iclean Car Wash
01.2024 - Current
Food & Beverage Supervisor
Shangri-la The Marina
01.2021 - 01.2024
Bars & Restaurant Operations Manager
Green Island Resort
01.2019 - 01.2021
Restaurant Supervisor
Green Island Resort
01.2018 - 01.2019
General Manager
The Bank Bar & Brasserie
01.2017 - 01.2018
Assistant General Manager
The Social Paraparaumu
07.2016 - 07.2017
Senior Manager
Keystone
01.2016 - 06.2016
Front of House (Senior Waiter/Manager)
The Bank Bar & Brasserie
11.2013 - 01.2016
Hotel Porter/Concierge
HERITAGE
03.2006 - 04.2012
NCEA Levels 1-3 -
Western Heights High School
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