Lula Baku

• Managed all sale transactions to a set time frame and maintaining positive KPI’s.
• Upsold items and meals to guests.
• Seating and greeting guests.
• Food handling and preparation.
• Adjust incorrect meals if needed in a polite and friendly manner.
• Completion of drive through duties as required.
• Worked efficiently within McDonald's team by liaising with kitchen and drive through team members.
• Experienced used of fryers and grill.
• Maintained a clean and tidy workplace by implanting "clean as you go".
• Experienced in completing all opening and closing procedures in a timely manner.
• Provided additional assistance to management by managing and team leading areas whilst they are busy / unavailable.
• Provided tray service for all McCafé food and beverages.
• Experienced in barista duties including making coffee, cleaning and sanitizing machines daily whilst calibrating weekly.
• Supervised team 3-6, maintaining positive and productive atmosphere to enhance employee experience.
• Handled over $1000 worth of cash and card transactions daily with accuracy and efficiency.

• Placed customers move and or disconnections of services including scheduling of any technicians being sent out.
• Provided assistance adding new services or altering current services.
• Handled any billing disputes, payment plans and extensions.
• Handled and minimized customer aggression and complaints.
• Communicated with customers on all current sales and promotions.
• Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
• Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
• Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
• Maintained strong call control and quickly worked through scripts to address problems.
• Asked probing questions to determine service needs and accurately input information into electronic systems.
• Helped clients navigate online systems within established frameworks to obtain services.
• Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
• Consulted with customers regarding needs and addressed concerns.
• Performed needs analysis and presented options based on findings to help customers make decisions.
• Coordinated with various company teams to offer and implement successful solutions to customer problems.
• Managed and updated customer accounts, addresses and contact information within call management databases.

● Assist team in setting up venue & functions for service

• Created seasonal drinks for special occasions.
• Monitored customer consumption to ensure responsible drinking habits were followed.
• Managed opening, closing duties including setting up, breaking down the bar area.
• Prepared new garnishes, juices and other perishables daily.
• Remained calm and poised during busy periods, promoting great customer service to guests.

● Meet and greet guests

● Seat guests at confirmed tables

● Tray service for meals (3 plate carry / 5 plate clear)

● Tray service for beverages & beer pouring

● Take drinks orders from guests at table

● Pour wines at guest table

● Work efficiently through service periods

● Report into Operations Manager and take on additional tasks

● Food handling and hygiene

● Maintain a tidy & clean workspace through all event areas

● Comply with regulations and company standards

● Assist the chefs and F&B team where required

● Carry out general cleaning as directed including sweeping, mopping & washing up

● Trained in Gambling

● Provide information and assistance to customers about gambling

● Respond to indicators of gambling problems

● Deal courteously discreetly with customers identifying gambling problem

● Check a customer’s ID to confirm that they are legally able to gamble

Prepared alcoholic and non-alcoholic beverages according to standard recipes.

• Maintained optimal inventory levels and kept food costs in line with budget limitations.
• Collaborated with Crew Coaches and Management to educate all employees on menu and procedural changes.
• Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
• Prioritized and organized tasks to efficiently accomplish service goals.
• Demonstrated leadership by making improvements to work processes and helping to train others.
• Provided excellent service and attention to customers when face-to-face or through phone conversations.
• Provided official verification's to staff after training is complete.
• Leveraged simulations, team exercises and group discussions to increase training program engagement.
• Maintained strong knowledge of all areas of the store by participating in workshops, conferences and online education classes as well as having the ability to be cross trained and versatile between all aspects of the business.
• Scheduled and provided weekly coaching and training sessions to all present and new staff based on availability of staff, equipment and projected sale revenue.
• Reviewed training delivery methods to optimize training effectiveness and time.
• Evaluated employee performance and training progress to determine additional training needs.
• Explained goals and expectations required of trainees.
• Created and offered additional materials to enhance training.
• Instructed new team members on correct procedures for operations.
• Developed and implemented strategies to enhance team performance, improve processes and boost results.
• Stayed up to date on requirements of all team positions to optimize training.
• Directed and led employees and team members on effective operations, methods and procedures.
• Managed daily cash intake by counting out registers and tabulating profits.
• Coached employees on interactions with customers to drive exceptional service.
• Resolved customer inquiries and complaints requiring management-level escalation.
• Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
• Developed and implemented training programs to ensure crew members were adequately prepared for their roles.
• Conducted onboarding sessions with new hires, providing them with an overview of company policies and procedures.
• Monitored performance of crew members in the field, providing feedback and guidance when needed.