Summary
Overview
Work History
Education
Skills
Timeline
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Liona Taualupe

Senior Duty Manager
Villawood,NSW

Summary

Efficient Duty Manager versed in task delegation and workflow coordination, promoting efficient and high-quality operations in all fields of the Club Industry. Diplomatic and engaging with skill in handling challenging requests with friendly and knowledgeable support. Adept at managing and multi tasking during high levels of stress.


Overview

15
15
years of professional experience
6
6
years of post-secondary education

Work History

Senior Duty Manager

Campsie Group
Chester Hill RSL , NSW
04.2021
  • Initiated plans to improve customer relations, quality standards and service efficiency.
  • Responded to customer concerns by providing friendly, knowledgeable support and maintaining composure and professionalism.
  • Formulated procedures to use in event of accidents, fires or other emergencies.
  • Trained employees in essential job functions.
  • Handled employee-related issues to improve performance, professional conduct and attendance reliability.
  • Set goals for department and supported employees in meeting expectations.
  • Adhered to Club guidelines to maintain total compliance.
  • Conducted continuous reviews of accounts, procedures and personnel to optimize processes and improve performance.
  • Promoted positive customer experience through day-to-day supervision and management.
  • Worked directly with Operations, and COO to brainstorm, discuss strategy and mitigate all issues.

Duty Manager

Campsie Group
Campsie RSL , NSW
02.2018 - 04.2021
  • Provided services efficiently and with high level of accuracy.
  • Oversaw day-to-day operations and made sure everything met policy, procedure and compliance.
  • Banking and Accounting of the Clubs takings.
  • Supervised a large team of staff and Team leaders to ensure club and customer satisfaction.
  • Set goals to ensure customer satisfaction.
  • Liaised with Senior Management to ensure all needs we're being met.
  • Fortnightly meetings with Senior management to ensure all areas of the Club we're where they needed to be and address any issues.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.

All Rounder, Duty Manager Training

Chester Hill RSL
Chester Hill , NSW
04.2016 - 04.2017
  • Participated in team-building activities to enhance working relationships.
  • Learned very fast in all areas I was rostered for.
  • Delivered exceptional customer service and standards of cleanliness.
  • Maintained excellent attendance record, consistently arriving to work on time.
  • Served customers and followed outlined steps of service.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
  • Carried out day-day-day duties accurately and efficiently.
  • Resolved problems, improved operations and provided exceptional service.
  • Used Microsoft Word and other software tools to create documents and other communications.

All Rounder

John Edmondson VC Memorial
Liverpool, NSW
11.2005 - 01.2011
  • Helped customers complete purchases, locate items and join reward programs.
  • Answered questions about policies and addressed customer concerns.
  • Restocked and organized merchandise.
  • Monitored self-checkout systems and provided assistance or intervention where required.
  • Checked identification for proof-of-age for alcohol and tobacco sales.
  • Mentored new team members on POS system operation, customer service strategies and sales goals.
  • Operated cash register for cash and credit card transactions with excellent accuracy levels.
  • Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
  • Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
  • Worked closely with shift manager to solve problems and handle customer concerns.
  • Managed multiple tasks and met time-sensitive deadlines.
  • Answered central telephone system and directed calls accordingly.
  • Confirmed appointments, communicated with clients and updated client records.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Resolved service-related problems and documented actions in system.

  • Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
  • Handled simultaneous customer, team and business needs while avoiding unnecessary delays or errors.
  • Adhered to state laws regarding alcoholic beverage services and customer regulations.
  • Upsold menu items to customers, driving up per sale revenues and maximizing profits.

Receptionist

TCS
Canley Vale , NSW
07.2002 - 09.2005
  • Managed multiple tasks and met time-sensitive deadlines.
  • Answered central telephone system and directed calls accordingly.
  • Confirmed appointments, communicated with clients and updated client records.
  • Received in-bound calls and initiated out-bound daily calls to introduce customers to products and services offered.
  • Answered high-volume, multi-line telephone, directing callers to appropriate company personnel.
  • Scheduled office meetings and client appointments for staff teams.
  • Answered questions and addressed, resolved or escalated issues to management personnel to satisfy customers.
  • Acted as first point of contact and set appointments for prospective clients.
  • Drafted professional memos, letters and marketing copy to support business objectives and growth.

Jnr Receptionist

S.H.L
Hurstville , NSW
11.2000 - 06.2002
  • Used Microsoft Word and other software tools to create documents and other communications.
  • Collected and distributed messages to team members and managers to support open communication and high customer service.
  • Answered inquiries and resolved or escalated issues to management personnel for problem resolution.
  • Answered central telephone system and directed calls accordingly.
  • Confirmed appointments, communicated with clients and updated client records.
  • Managed multiple tasks and met time-sensitive deadlines.
  • Greeted arriving visitors professionally by first name.
  • Offered appointment information updates and rescheduling to guests.
  • Entered daily data in computer systems and documented office activities.
  • Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
  • Triaged incoming calls on multi-line phone system and directed to departments based on customer needs.
  • Responded to inquiries from callers seeking information.
  • Monitored premises, screened visitors, updated logs and issued passes to maintain security.

Sterilizing

RPA
Camperdown, NSW
01.2000 - 12.2000
  • Carried out day-day-day duties accurately and efficiently.
  • Learned about different surgeries and tools needed for them.
  • Observed a number of different operations in order to understand what the tools we're used for.
  • Make up trays for various operations.
  • Make sure work areas we're clean and sterilized.


Education

Diploma of Leadership And Management - Hospitality

Barrington's
Sydney
04.2020 - 03.2021

School Certificate - High School

St Scholastica's College
Glebe
01.1995 - 12.1999

Skills

Staff scheduling

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Timeline

Senior Duty Manager

Campsie Group
04.2021

Diploma of Leadership And Management - Hospitality

Barrington's
04.2020 - 03.2021

Duty Manager

Campsie Group
02.2018 - 04.2021

All Rounder, Duty Manager Training

Chester Hill RSL
04.2016 - 04.2017

All Rounder

John Edmondson VC Memorial
11.2005 - 01.2011

Receptionist

TCS
07.2002 - 09.2005

Jnr Receptionist

S.H.L
11.2000 - 06.2002

Sterilizing

RPA
01.2000 - 12.2000

School Certificate - High School

St Scholastica's College
01.1995 - 12.1999

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Liona Taualupe Senior Duty Manager