MARIA LAURA LAI
Rosebery,NSW
Summary
Results-focused Supervisor offering successful background leading talented sales personnel. Successful at engaging with staff by discussing sales performance, maintaining accountability and acknowledging excellent performance. Driven to maintain service standards by supporting staff in handling service issues and customer communications.
Overview
8
8
years of professional experience
Work History
Floor Supervisor
Matteo Downtown
01.2023 - Current
- Handle guest inquiries, resolve complaints, and ensure a positive dining experience.
- Mentored new hires in company policies, job responsibilities, and expectations, ensuring successful integration into the team.
- Boosted sales through effective merchandising strategies and attention to product placement on the floor.
- Served as a positive role model for staff, exemplifying strong leadership qualities and a commitment to company values.
- Met with management to discuss work plans and develop enhancements and strategies to achieve operational objectives.
- Prepared and submitted daily performance reports to inform upper management.
Assistant Manager
Villa Italia Restaurant
01.2020 - 01.2023
- Assisted in managing daily operations, including staff scheduling, inventory control, report and guest relations
- Handle customer inquiries, resolve complaints promptly, and ensure a positive dining experience for guests.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Developed strong working relationships, train, supervise, and schedule a team of 25 staff members, ensuring high standards of service and operational efficiency with staff, fostering a positive work environment.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
Head Waitress
Gelato La Piazzetta
01.2018 - 01.2019
- Serve a variety of ice cream flavors and toppings, customizing orders to meet customer preferences
- Handled cash transactions and processed returns, maintaining accurate financial records.
- Supervised server staff and simultaneously served personal section of tables.
- Maintained a clean and inviting dining area to enhance overall guest experience at the restaurant.
- Greeted new customers, discussed specials, and took drink orders.
- Trained staff members on use of POS system.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
Section Waitress
Myrto restaurant
01.2017 - 01.2018
- Greet and seat guests, providing menus and explaining daily specials with a positive attitude
- Delivered high-quality service in a high-volume restaurant, maintaining a professional demeanor and attention to detail.
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
- Maintained clean and welcoming dining environment, ensuring a positive guest experience.
- Used cash registers and credit card machines to cash out customers.
Education
Diploma - Hospitality Administration And Management
IPSAR TORTOLÍ
Tortolí, Sardinia12.2019
Skills
- Staff training
- Conflict resolution
- Sales growth
- Team Work
- Performance Improvements
- Customer Satisfaction
- Customer Relations
- Team Leadership
Languages
Italian
Native or Bilingual
English
Full Professional
Spanish
Full Professional
Timeline
Floor Supervisor
Matteo Downtown
01.2023 - Current
Assistant Manager
Villa Italia Restaurant
01.2020 - 01.2023
Head Waitress
Gelato La Piazzetta
01.2018 - 01.2019
Section Waitress
Myrto restaurant
01.2017 - 01.2018
Diploma - Hospitality Administration And Management
IPSAR TORTOLÍ
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