Lisa Tame
Gympie,QLD
Summary
Experienced Duty Manager with substantial knowledge in hospitality and customer service. Demonstrated success in managing staff, coordinating operations and liaising with diverse departments to ensure seamless operations. Strong problem-solving skills coupled with ability to handle high-pressure situations. Significant contribution towards improved guest satisfaction and operational efficiency in previous roles.
Overview
10
10
years of professional experience
Work History
Duty Manager
Gympie Sports Club
Gympie, QLD
08.2023 - Current
- Supervised daily operations ensuring smooth facility management and member satisfaction.
- Coordinated staff schedules to maintain adequate coverage during peak hours.
- Trained new employees on club policies, procedures, and customer service standards.
- Managed member inquiries and resolved issues promptly and professionally.
- Oversaw compliance with safety regulations and maintained a secure environment.
- Collaborated with management to implement improvements in operational efficiency.
- Maintained professionalism in customer interactions, answered concerns and resolved problems with friendly and knowledgeable approach.
- Responded promptly to any emergency situations that arose during shifts.
- Created positive work environment for employees and delivered exceptional customer service.
- Supervised cash handling procedures, ensuring that all transactions were processed accurately.
- Provided training sessions for new staff members on company policies and procedures.
- Developed and implemented strategies to improve customer service.
- Delegated tasks appropriately amongst team members according to individual skillsets.
- Reviewed customer feedback surveys in order to identify areas for improvement.
- Ensured adherence to health and safety regulations throughout the premises.
- Investigated customer complaints in a timely manner, resolving issues efficiently.
- Maintained accurate records of staff attendance, sales figures and stock levels.
- Ensured compliance with local licensing laws and regulations relating to serving alcohol.
- Monitored performance of staff members, offering advice where appropriate.
- Assisted with recruitment processes when necessary, interviewing potential candidates.
- Responded to customer questions regarding products, prices and availability.
- Complied with company policies, objectives and communication goals.
- Fostered a positive and motivating work environment, leading to an increase in team morale.
- Streamlined workflow processes, reducing project completion times.
- Prepared and presented reports on team performance, challenges, and achievements to senior management.
- Addressed and resolved interpersonal conflicts within the team, maintaining a harmonious work environment.
Duty Manager
Cooroy Hotel
Cooroy, QLD
07.2021 - 08.2023
- Supervised daily operations ensuring smooth facility management and member satisfaction.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Produced thorough, accurate and timely reports of project activities.
- Recruited and trained new employees to meet job requirements.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Delegated work to staff, setting priorities and goals.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Managed scheduling for staff, ensuring adequate coverage during peak times and projects.
- Prepared and presented reports on team performance, challenges, and achievements to senior management.
- Streamlined workflow processes, reducing project completion times.
- Monitored employee attendance, addressing any punctuality or absenteeism issues.
Bartender
Victory Hotel
Gympie, QLD
10.2020 - 06.2021
- Mixed cocktails and beverages to customer specifications.
- Provided excellent customer service in a fast-paced environment.
- Managed bar inventory and restocked supplies as needed.
- Maintained cleanliness and organization of bar area consistently.
- Followed health and safety regulations while preparing drinks.
- Trained new staff on bartending techniques and customer service skills.
- Handled cash transactions accurately at the bar register.
- Collaborated with kitchen staff to coordinate food and drink orders efficiently.
- Performed opening and closing duties including restocking supplies.
- Greeted customers and provided excellent customer service.
- Developed good working relationships with fellow employees through effective communication.
- Operated cash register and Point of Sale (POS) system for transactions and made proper change for cash transactions.
- Managed cash drawer at the end of each shift ensuring accuracy of funds received.
- Processed payments accurately and efficiently with POS system.
- Prepared cocktails from bar recipes and served wine, draft and bottled beer.
- Ensured proper sanitation of bar area, glassware, utensils, and equipment.
- Resolved customer complaints in a professional manner.
- Maintained inventory of liquor, beer, wine, and other beverage items.
- Trained new bartenders on drink preparation and upselling techniques.
- Maintained knowledge of bar and menu options to prepare drinks and make food recommendations.
- Managed bar area, cocktail design and menu and handled inventory, regulation compliance, and customer relationships.
- Checked identification cards for proof of age prior to serving alcohol beverages.
- Followed alcohol awareness procedures for preventing intoxication and handling intoxicated guests.
- Provided drink suggestions to customers based on their preferences.
- Assisted in setting up the bar for service shift.
- Recommended food and drinks to patrons based on preference, pairings, and special promotions.
- Balanced daily registers and generated sales reports for management.
- Kept track of bar tabs and transferred open tabs to dining area for wait staff.
- Cleansed glasses with sanitizing solution after each use.
- Effectively multitasked within fast-paced environment.
- Remained calm and poised during busy periods, promoting great customer service to guests.
- Communicated with security staff to de-escalate customer conflicts and remove customers if necessary.
Gaming/Tab Attendant
Port City Bowling Club
Port Macquarie
12.2016 - 10.2018
- Monitored gaming area for compliance with policies and regulations.
- Assisted customers with gaming inquiries and provided exceptional service.
- Operated gaming machines and ensured proper functionality for user enjoyment.
- Conducted regular inspections of gaming equipment to maintain optimal performance.
- Guided guests through game rules and procedures to enhance their experience.
- Collaborated with team members to maintain a clean and organized environment.
- Reported issues or malfunctions promptly to ensure quick resolutions.
- Addressed guest questions and concerns, regarding gameplay and payouts to provide change service to playing guests.
- Verified customer age to ensure compliance with legal requirements for certain games.
- Monitored store activity to ensure safety of customers and staff members.
- Patrolled assigned work area, responding to guest service requests and machine service lights.
- Notified security of suspicious activity in gaming area for continued surveillance.
- Informed supervisor on duty of concerns, broken machines, out-of-order games and problems.
- Monitored game area for safety and reported concerns to professionals for immediate assistance.
- Educated customers about new games released as well as rules for existing games.
- Kept records of sales transactions using point-of-sale software programs.
- Distributed prizes to customers and encouraged repeat playing to increase game sales.
- Handled customer requests and complaints quickly to improve overall service.
- Completed training on policies and procedures, health and safety and environmental responsibilities.
- Communicated effectively with co-workers regarding upcoming events, promotions, and other store activities.
Hotel Duty Manager
Macquarie Hotel
Liverpool
05.2015 - 09.2016
- Supervised daily hotel operations and ensured high service standards.
- Managed staff schedules and delegated tasks to optimize efficiency.
- Trained new employees on operational procedures and customer service protocols.
- Implemented staff performance evaluations to enhance team productivity.
- Handled customer complaints professionally while providing solutions in a timely manner.
- Coordinated special events such as weddings, conferences or conventions at the hotel.
- Monitored staff performance and provided feedback to ensure quality standards were met.
- Trained new hires on company policies, job duties and workflows.
- Generated reports detailing occupancy rates, revenue figures, labor costs.
- Supervised staff members during shifts to ensure tasks were completed efficiently.
- Provided guidance to junior staff members on how to handle difficult situations.
- Supervised daily operations ensuring smooth facility management and member satisfaction.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Delegated work to staff, setting priorities and goals.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Education
High School Diploma -
Warilla High School
Warilla, NSW12-1992
Some College (No Degree) - RMLV
Industry Training Services
Sunshine Coast, QLDSome College (No Degree) - Approved Manager
Industry Training Services
Sunshine Coast, QLDSkills
- Facility management
- Staff training
- Cash handling
- Customer service improvement
- Compliance management
- Operational efficiency
- Conflict resolution
- Performance monitoring
- Time management
- Team leadership
- Problem solving
- Communication skills
- Data reporting
- Scheduling management
- Emergency response
- Financial reporting
- Delegating work
- Policy implementation
- Team supervision
- Service coordination
- Shift scheduling
- Staff training and development
- Policy enforcement
- Operations management
- Customer service
- Customer service focus
- New employee training
- Service management
- Inventory management
- Professionalism and integrity
- Motivational leadership
- Process optimization
- Strong leadership
- Verbal and written communication
- Team building expertise
- Culture improvements
- Health and safety compliance
- Payroll processing
- Customer communication
- Work planning and organization
- Written and oral communication
- Employee development
- Employee engagement
- Team development
- Staff scheduling
- Quality assurance
- Budget creation
- Attention to detail
- Goal setting
- Performance management
- Cash management
- Relationship building
- Training and mentoring
- Staff discipline
- Staff management
- Documentation and reporting
- Project management
- Regulatory compliance
- Business administration
- Compliance monitoring
- Event coordination
REFERENCE
- Leon Babio, venue manager, Gympie Sports Club, 0407628453
Timeline
Duty Manager
Gympie Sports Club
08.2023 - Current
Duty Manager
Cooroy Hotel
07.2021 - 08.2023
Bartender
Victory Hotel
10.2020 - 06.2021
Gaming/Tab Attendant
Port City Bowling Club
12.2016 - 10.2018
Hotel Duty Manager
Macquarie Hotel
05.2015 - 09.2016
High School Diploma -
Warilla High School
Some College (No Degree) - RMLV
Industry Training Services
Some College (No Degree) - Approved Manager
Industry Training Services