Gosia Augustyn
Melton,VIC
Summary
Forward-thinking Food an Beverage Manager skilled at operating departments efficiently to meet business goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Demonstrated ability to streamline processes for efficiency and productivity. Well-versed in applying multi-faceted approach to managing safety, operations and productivity across multiple business lines.
Excellent reputation for resolving problems, improving customer satisfaction, driving overall operational improvements while demonstrating company values. Passionate, dedicated, results oriented with proven long term successful career.
Overview
14
14
years of professional experience
Work History
Food and Beverage Manager/ Operations Manager
Crown Melborune
02.2021 - Current
- Working in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.
- Delivering processes to boost long-term business success and increase profit levels.
- Delivering business strategy and developed systems and procedures to improve operational quality and team efficiency for various outlets (from 4 to 9).
- Identifying and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Training employees on policies & procedures and customer service standards (FORBES)
- Networking to achieve desired objectives
- Planning and resourcing staff and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles.
- Participating in various projects to consistently maintain Crown brand image and be ahead of competitors.
Room Service Manager Crown Towers
Crown Melbourne
01.2020 - 01.2021
- Oversee all aspects of daily operation of hotel's Room Service operation (over 400 rooms).
- Ensure FORBES, highest level of service, quality, and hospitality are provided to guest.
- Managing budgeted and forecasted revenues, payroll and costs.
- Work with the Operation Manager in resolving F&B issues as they arise.
- Ensure compliance with In Room dining SOP's.
- Ensure effective communications between each shifts.
- Regularly review forecast and VIP list. Maintain confidentiality of hotel and its guests.
- Plan and conduct meetings for outlets on regular basis to ensure staff is correctly communicated with and that staff are consistently trained and well motivated. Attend interdepartmental meetings to ensure good cross communication between departments.
- Hands on approach, multitask and priorities departmental functions to meet deadlines.
Restaurant Manager, the Conservatory
Crown Melbourne
10.2016 - 12.2019
- Continuously evaluate business operations to effectively align workflows for optimal area coverage and customer satisfaction.
- Resolved challenging customer complaints to full satisfaction, promoting brand loyalty and maximizing repeat business.
- Delivered in-depth training to employees to promote strong team performance.
- Applying knowledge of previous supply needs and forecasted business levels to estimate required supplies.
- Organizing special events in restaurant, including receptions, promotions and corporate luncheons.
- Created fun team building activities to engage staff in up-selling to meet revenue targets.
- Managed 70 front of house staff & 10 management staff, including 3 Assistant Managers
- Determined operational weak points and implemented corrective actions to resolve concerns.
- Strategically developed effective marketing plans to increase sales and profits while managing costs.
- Conducted health, safety and sanitation process evaluations to identify and remedy any violations immediately.
- Reduced labor costs while maintaining excellent service and profit levels.
- Purchased adequate quantities of necessary restaurant items, including food, beverages, equipment and supplies.
- Interacted positively with customers while promoting hotel facilities and services.
- Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
- Strategically developed effective marketing plans to increase sales and profits while managing costs
Bar Manager, the Waiting Room
Crown Melbourne
09.2015 - 10.2016
- Strategized plans to increase bar revenue through innovative promotional concepts, specialty drinks and customer-focused events
- Implemented quality control initiatives while creating house-made cocktails, juice and preparations to reduce downtime and increase revenue
- Assisted servers with specialty drinks orders by preparing on-demand items without delay
- Kept alcoholic beverages well-stocked and organized to meet expected demands
- Kept accurate inventories and notified management of ordering needs for liquor, beer, wine and bar supplies
- Followed all safety requirements for alcohol service
- Polished glassware, bussed tables and removed debris to keep customer areas fresh and clean
- Took customer orders and capitalized on opportunities to sell special beverage and food options
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty
- Maintained high standards of customer service by staying up to date on bar and menu options and providing effective food recommendations for guests
- Improved customer service rankings by resolving issues quickly and accurately
- Maximized customer service by training staff, overseeing operations and resolving issues
Assistant Restaurant Manager, the Conservatory
Crown Casino
08.2014 - 08.2015
- Immediately resolved issues with patrons by employing careful listening and communication skills
- Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance
- Recruited and hired employees offering talent, charisma and experience to restaurant team
- Continuously evaluated business operations to effectively align workflows for optimal area coverage and customer satisfaction
- Pitched in to help host, waitstaff and bussers during exceptionally busy times such as dinner hour
- Supervised all areas of restaurant to keep it clean and well-maintained
- Kept restaurant compliant with all federal, state and local hygiene and food safety regulations
- Coordinated and organized all restaurant inventory
- Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction
Assistant Restaurant Manager, Number 8
Crown Casino
06.2013 - 08.2014
- Immediately resolved issues with patrons by employing careful listening and communication skills.
- Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
- Managing every aspect of the restaurant opening: marketing, menu designing and planning, financials, recruitment, decor, maintenance .
- Managing financials, P&L, forecasting and budgeting.
- Overseeing and running the restaurant operations, planning and organizing functions including private dinning room.
- Participating in staff recruitment.
- Staff training and development, managing waiting and kitchen supervisors & staff.
- Overseeing host duties, training hostesses on: managing reservations & large functions greeting & seating guests, cashiering transactions.
- Managing flow of the restaurant, training supervisory team.
- Liaising with purchasing department with purchasing and pricing of goods according to budget.
- Managing monthly stocktakes and maintaining records of stock levels to ensure business demand are met and within the restaurant budget.
- Customers Service, customers feedback, guests experience improvement, responding to guest requests and feedback, maintaining relationships with customers to assess their satisfaction with meals and service.
- Ensuring dining facilities comply with health regulations and are clean, functional and of suitable appearance.
Food and Beverage Supervisor, Number 8
Crown Casino
05.2012 - 07.2013
- Overseeing restaurant, planning and organising functions including private dinning room.
- Running of daily business operations.
- Designing menus in consultation with Executive Chef.
- Participating in staff recruitment.
- Staff training and development, supervising waiting and kitchen staff.
- Taking charge of host duties, which would include but not be imitated to taking reservations for restaurant bookings and large functions (up to 100 pax), greeting & seating guests, financial transactions.
- Managing flow of a restaurant, taking orders.
- Liaising with purchasing department with purchasing and pricing of goods according to budget.
- Doing monthly stock-takes and maintaining records of stock levels to ensure business demand are met and within restaurant budget.
- Customer service and customer feedback, guest experience improvement, responding to guest requests and feedback, maintaining relationships with customers to assess their satisfaction with meals and service.
- Taking charge of maintenance to ensure that restaurant area comply with health and safety regulations, is clean, functional and of suitable appearance.
- Sales-Ensuring staff are competent in beverage and menu knowledge.
- Cash ups- counting floats and keep financial management of business profits.
- Rostering-allocation of staff for service periods.
Food and Beverage Supervisor
Sofitel
01.2010 - 04.2012
- Running of daily business operations.
- Working in the hotel operational areas.
- Staff training and development.
- Stocktake and stock management system.
- Ordering stock for department for service requirement levels.
- Customer service and customer feedback, guest experience improvement, responding to guest requests and feedback, maintaining relationships.
- Sales, ensuring staff are competent in beverage and menu knowledge.
- Cash ups including counting floats and keeping financial management of business profits.
- Rostering with allocation of staff for service periods.
Education
High School Diploma -
National Diploma In Hospitality Level 5
New Zealand2012
Degree - Public Administration And Services
University, Poland
State Higher Vocational School In Tarnow, Poland06.2008
Skills
- Natural leader
- Process improvement
- Business operations
- Problem resolution
- Customer service
- Budgeting and forecasting
- Policies and Procedures Implementation
- Negotiation
Timeline
Food and Beverage Manager/ Operations Manager
Crown Melborune
02.2021 - Current
Room Service Manager Crown Towers
Crown Melbourne
01.2020 - 01.2021
Restaurant Manager, the Conservatory
Crown Melbourne
10.2016 - 12.2019
Bar Manager, the Waiting Room
Crown Melbourne
09.2015 - 10.2016
Assistant Restaurant Manager, the Conservatory
Crown Casino
08.2014 - 08.2015
Assistant Restaurant Manager, Number 8
Crown Casino
06.2013 - 08.2014
Food and Beverage Supervisor, Number 8
Crown Casino
05.2012 - 07.2013
Food and Beverage Supervisor
Sofitel
01.2010 - 04.2012
High School Diploma -
National Diploma In Hospitality Level 5
Degree - Public Administration And Services
University, Poland
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