Mally Richardson

• Upheld professional standards of the VIP Gaming room in cleanliness and service.
• Established a best practice approach to be able to get through large volumes of patrons efficiently and effectively.
• Built solid rapport with regular and high-rolling punters.
• Was able to handle large sums of money with accuracy in cash exchange, and money shift supervisory role so bar and gaming tills balanced at the end of the shift with minimum discrepancy.
• Assisted security with maintaining order in the gaming room so patrons were kept comfortable. Thereby staying longer. And becoming regulars.
• Followed the rules of RSA and RCG (NSW) as to limit issues within the hotel to maintain good culture and a reputable place to eat and drink.
• Became an all-rounder within the hotel as to help out when needed, whether it be kitchen, TAB/Pokies, money, cocktails, floor, and barback. The more you know.
• Attended regular beverage training for new drink promotions

• Worked here to supplement my income as I did full-time studies
• Became store manager in 2014
• Learnt the ins and outs of a franchise, including maitre d, barista and management skills
• Upskilled my barista training
• Worked alongside owners to implement different marketing strategies such as offering promotion deals, regular customer discounts, 'cappy' hour, advertising and sampling products
• Held regular meetings and organised staff events
• Hands-on approach to equipment maintenance, used my own initiative to fix items in store, which meant savings on cost
• Ensured the running of the business was up to standard in accordance to Gloria Jeans' policies, food, drinks prep, staff training and store presentation
• Administration duties, such as banking, stock control and weekly roster
• Able to keep costs down by liaising with new stakeholders.

• Started out as work experience as a year 10 school requirement and ended up getting casual work
• Trained to be a manager after completing school
• Learnt to cook various pastries and sweets according to set recipes
• Tallied up daily takings for end of shift
• Trained new staff members in barista and customer service skills
• Responsible for creating and implementing time management checklists for senior and junior staff
• Regularly did stock control and phone orders
• Increased night shift sales with high organisation and time management skills
• Worked intuitively based on the 'feel of the shift'.

TAB compliant and regular training, practical and online

Competency checks

Bar and customer service

Open and closing casino bars

Following RSA and RCG requirements

Building customer rapport

Head Barista

2IC manager responsible for ordering, cash balancing, staff training