Summary
Overview
Work History
Education
Skills
Timeline
Generic

Martina Bertotti

Bondi Junction,NSW

Summary

Personable and energetic individual committed to delivering excellence in all facets of customer service and administrative support. Passionate about delivering personalised guest experience that make people feel welcomed and that creates memorable experiences.

Overview

8
8
years of professional experience

Work History

Restaurant Manager

Coogee Pavilion
12.2023 - Current
  • Responsible for day-to-day operations of the business.
  • Ensure daily operations maintain high efficiency, consistency, and quality in both food and service.
  • Conduct thorough interviews, select, train, and supervise staff members.
  • Meet, greet, and encourage feedback from guests, utilising feedabck to implement positive changes.
  • Reconcile cash and credit card transactions to maintain accurate records.
  • Foster a positive atmosphere, ensuring each guest receives an exceptional experience.
  • Responsible for the execution of effective financial management, assisting in writing staffing rosters and ensuring labour controls are in line with budgets and forecast.
  • Maintain venue presentation and cleanliness, overseeing maintenance, repairs, music, and lighting.
  • Conduct performance evaluations for staff, identifying areas for improvement and acknowledging outstanding achievements.
  • Enhance overall guest experience through implementation of service standards and staff training programs.

Assistant Restaurant Manager

Coogee Pavilion
11.2021 - 12.2023
  • Supervised all areas of restaurant to keep it clean and well-maintained.
  • Managed staff schedules, ensuring adequate coverage during peak times and reduced labor costs.
  • Roster manager - adapting roster depending on business demand, understanding when to pull levers in service but also in planning for better financial performance.
  • Enhanced customer satisfaction by addressing and resolving complaints promptly and professionally.
  • Opening and closing of the venue, cash-up and reporting.
  • Managing team of up 150 restaurant staff, maintaining exceptional customer service and quality standards.
  • Conducing regular meetings with staff to discuss performance and address any issues.
  • Immediately resolved issues with patrons by employing careful listening and communication skills.
  • Improved staff morale through effective communication skills and motivational techniques, resulting in enhanced teamwork and productivity.

Restaurant Team Leader

Coogee Pavilion
11.2020 - 11.2021
  • Mentored new hires during onboarding process, ensuring smooth integration into the team while maintaining high standards of service quality.
  • Collaborated with management to develop strategies for improving overall restaurant performance and profitability.
  • Enhanced customer satisfaction by providing exceptional service and addressing concerns promptly.
  • Contributed to increased revenue generation through upselling techniques and suggestive selling of specials or add-ons during order-taking process.
  • Reduced employee turnover through effective communication, support, and fostering a positive work environment.

Waitress

Coogee Pavilion
07.2020 - 11.2020
  • Handled high-pressure situations, 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.
  • Supported teamwork atmosphere among staff members through clear communication and collaboration during shifts.
  • .Elevated overall guest experience by addressing dietary restrictions or allergies when recommending menu items to patrons.

Restaurant Supervisor

Baia The Italian
09.2019 - 04.2020
  • Boosted customer satisfaction and service delivery to strengthen customer loyalty.
  • Supervised staff to confirm that all food and beverage orders were promptly and accurately prepared.
  • Coordinated with kitchen employees and front of house personnel to consistently drive smooth operations.
  • Coordinated team members with focus on productivity, efficiency and enhancing customer experience.

Receptionist

Intercontinental Double Bay
12.2021 - 02.2023
  • Create meaningful moments for guests.
  • Assist guests with check-in & check-out processes.
  • Provide guests with hotel service information.
  • Accommodate guests during their stay in an attentive, courteous and friendly manner.

Receptionist

Accor – Novotel Sydney International Airport
07.2021 - 11.2021
  • Receiving guests in a professional and friendly manner
  • Handling guests’ check-in and check-out
  • Satisfying guests’ expectations from arrival through to departure
  • Maintaining effective communication with all related departments to ensure smooth service delivery
  • Settlings guests’ payments and obtaining tax invoices
  • Creating reservation for individual and group reservations
  • Providing tourist information of the local area
  • Answering phone calls and proving internal and external information to guests.

Waitress

Il Cantuccio Restaurant
04.2018 - 06.2019
  • Providing an high quality customer service.
  • Greeted new customers, discussed specials, and took drink orders.
  • Used cash registers and credit card machines to cash out customers.
  • Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
  • Displayed enthusiasm and promoted excellent service to customers.

Bartender

L'Ombelico Restaurant
05.2017 - 10.2017
  • Served high customer volumes during special events, nights, and weekends.
  • Kept bar presentable and well-stocked to meet customer needs.
  • Followed alcohol awareness procedures for preventing excessive guest intoxication.
  • Upsold menu items to customers, driving up per sale revenues and maximizing profits.

Waitress

Facula Gallipoli
05.2016 - 09.2016
  • Bussed and reset tables to keep dining room and work areas clean.
  • Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
  • Provided recommendations on menu items and upsold food and drinks to increase sales.

Education

Bachelor of Business Management - Hospitality Management

Torrens University
08.2022

Diploma - undefined

Institute of Business and Tourism Turin
2018

Skills

    - Excellent communication skills

    - Customer service skills

    - Excellent interpersonal skills

    - Patience and the ability to remain calm in stressful situations

    - Customer support

    - Attention to details

    - Teamwork

    - Problem solving skills

Timeline

Restaurant Manager

Coogee Pavilion
12.2023 - Current

Receptionist

Intercontinental Double Bay
12.2021 - 02.2023

Assistant Restaurant Manager

Coogee Pavilion
11.2021 - 12.2023

Receptionist

Accor – Novotel Sydney International Airport
07.2021 - 11.2021

Restaurant Team Leader

Coogee Pavilion
11.2020 - 11.2021

Waitress

Coogee Pavilion
07.2020 - 11.2020

Restaurant Supervisor

Baia The Italian
09.2019 - 04.2020

Waitress

Il Cantuccio Restaurant
04.2018 - 06.2019

Bartender

L'Ombelico Restaurant
05.2017 - 10.2017

Waitress

Facula Gallipoli
05.2016 - 09.2016

Bachelor of Business Management - Hospitality Management

Torrens University

Diploma - undefined

Institute of Business and Tourism Turin

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Martina Bertotti