Lisa Thorn
Seven Hills
Summary
Dynamic bar supervisor with extensive experience at Universal Hotels, excelling in staff training and customer relationship management. Proven ability to resolve complex complaints and enhance guest satisfaction. Skilled in cash handling and event coordination, fostering a high-performing team environment while ensuring compliance with hospitality standards.
Overview
5
5
years of professional experience
Work History
Bar Supervisor / Head Bartender
Universal Hotels
Erskinville
05.2023 - Current
- Trained new employees on ethics and RSA protocol and customer service best practices.
- Supervise daily bar operations in a high-volume hospitality environment, ensuring efficient service and customer satisfaction
- Deliver exceptional customer service, managing complex or sensitive situations with sound judgement and professionalism
- Train and mentor new and existing staff, including onboarding and RSA compliance requirements
- Maintain and monitor stock levels, conduct regular stocktakes, and coordinate replenishment to minimise shortages and waste
- Oversee cash handling procedures and POS transactions with accuracy and accountability
- Act as a key decision-maker during shifts, resolving issues and supporting team performance under pressure
- Ensure compliance with RSA laws and venue policies, promoting a safe and responsible service environment
- Enforced health and safety regulations in the bar area.
- Organized promotional events for the bar including happy hour specials, drink specials.
- Performed opening and closing procedures each day.
- Resolved customer complaints promptly to maintain guest satisfaction and loyalty.
- Coordinated special events and private parties to provide memorable guest experiences.
- Interacted with guests in a professional manner at all times.
- Resolved escalated customer complaints to maximize satisfaction and loyalty.
Event Hostess, Imperial Hotel, Up Bar
Universal Hotels
Erskinville
04.2022 - 05.2023
- Welcomed guests and ensured smooth check-in and seating
- Assisted guests with inquiries and provided exceptional customer service
- Managed seating arrangements for various events and functions.
- Collaborated with floor staff to serve food and beverages efficiently.
- Maintained cleanliness and organization of event spaces throughout functions.
- Acted as the main point of contact for event-related communications.
- Performed other duties assigned by management related to hosting events successfully.
- Maintained a professional demeanor throughout the duration of the event and responded promptly to any guest inquiries or requests.
- Responded quickly to customer complaints or concerns in a polite and professional manner.
- Checked tickets at entry points to verify authenticity before allowing admission.
- Monitored crowd flow throughout the venue, identified potential risks or safety hazards and addressed them accordingly.
- Assisted in setting up the event space prior to start time and ensured it was properly cleaned up afterwards.
- Greeted guests upon arrival, provided them with information about the event and directed them to their seats.
- Hosted large groups by engaging with attendees during annual events for example Mardi Gras parties
- Performed walk-throughs during service and functions to monitor guest satisfaction and ensure guest needs are being met.
- Settled disputes or helped solve other customer concerns.
- Tended to patrons with special needs by offering additional assistance.
- Refused admittance to unwelcome persons or persons without tickets or passes.
Floor Staff / Glassy
Universal Hotels
Erskinville
09.2021 - 04.2022
- Worked successfully with diverse group of coworkers between kitchen staff and bar staff in a fast paced environment
- Provided excellent customer service during high peak service times and resolved any customer complaints or concerns professionally and promptly.
- Maintained cleanliness of the entire floor area at all times.
- Collaborated with kitchen staff to ensure timely food delivery to customers.
- Developed positive relationships with regular customers through friendly conversation.
- Provided excellent customer service by addressing any complaints or concerns promptly.
- Assisted other wait staff members in times of heavy customer traffic.
- Handled food safely and maintained proper food prep standards.
- Cleared and prepared tables as needed during peak hours.
- Maintained polite and professional demeanor to patrons at all times.
- Collected dirty dishes and glasses from tables and washed them polished them ready for service.
- Trained new employees to perform duties.
- Checked in and made reservations using Seven Rooms booking program.
- Checked identification to verify if guests meet minimum age to legally purchase or consume alcoholic beverages.
- Responded to ad hoc cleaning duties at end of shift.
- Replenished beverages when necessary.
Skills
- Training and onboarding
- Beverage knowledge
- Cash handling
- Stock management
- Customer complaints resolution
- Customer relationship management
- Event coordination
- Hospitality compliance
- Problem solving
- Effective communication
- Team leadership
- Decision making
- Staff mentorship
- Morale building
- Hygiene standards
- Beverage making
- Bar management
- Rule enforcement
- Staff training
- Bar staff supervision
- Event planning
- Customer relationship building
- POS system proficiency
- Customer service
- Service oriented
- Verbal and written communication
- Guest interaction
- Team collaboration
- Customer relations
- Problem-solving
Timeline
Bar Supervisor / Head Bartender
Universal Hotels
05.2023 - Current
Event Hostess, Imperial Hotel, Up Bar
Universal Hotels
04.2022 - 05.2023
Floor Staff / Glassy
Universal Hotels
09.2021 - 04.2022