Marvin Giovanny Guerrero Suarez
North Sydney,NSW
Summary
Dedicated and safety-conscious professional seeking a Train Guard position at Sydney Trains. Adept at providing exceptional customer service, ensuring passenger safety and security, and collaborating effectively with the Train Driver to ensure the safe operation of the train.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Restaurant Manager
Lotus Dining Group
09.2022 - Current
- Oversaw daily operations, including staff allocation, expense management, and ordering and stock control.
- Conducted staff training and supervision, ensuring high levels of customer service and quality control.
- Implemented strategies to enhance customer relationships and maintain restaurant sanitation and food handling standards.
- Successfully improved online reputation and increased customer satisfaction through staff training programs and menu knowledge enhancement.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Conducted regular safety inspections and audits to identify potential hazards and prevent accidents and injuries.
- Conducted safety training and education to employees to increase awareness of safety hazards and empower employees to work safely.
- Inspected worksites, practices, and gear for compliance with established safety standards.
- Developed and implemented safety policies and procedures to establish clear guidelines for safe work practices and comply with regulations.
Assistant Restaurant Manager
Lotus Dining Group
02.2021 - 09.2022
- Supervised all areas of restaurant to keep it clean and well-maintained.
- Immediately resolved issues with patrons by employing careful listening and communication skills.
- Monitored restaurant operations and adjusted schedules to meet peak customer demand.
- Assisted Restaurant Manager in daily operations, staff training, and customer relationship management.
- Managed team of up to 40 restaurant staff, maintaining exceptional customer service and quality standards
Restaurant Supervisor
Lotus Dining Group
07.2019 - 02.2021
- 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.
- Supported Restaurant Manager in ensuring high-quality services and daily reporting.
Restaurant Waiter
Lotus Dining Group
11.2016 - 07.2019
- Provided excellent customer service.
- Cultivated warm relationships with regular customers.
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Maintained customer satisfaction by clarifying questions about orders and specialty items.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
Events Waiter
Star Casino
04.2016 - 12.2016
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Maintained customer satisfaction by clarifying questions about orders and specialty items.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Answered customers' questions, recommended items, and recorded order information.
Education
Diploma of Hospitality Management - Hospitality
Kenvale
Randwick, NSW05.2020
Certificate IV in Commercial Cookery -
Kenvale College
Randwick, NSW05.2020
Certificate IV in Accounting -
Australian Pacific College
Sydney, NSW12.2017
Skills
Customer Service Skills:
- Proven expertise in delivering high-quality customer service to patrons in a restaurant setting
- Demonstrated ability to address customer inquiries, complaints, and needs, ensuring positive dining experience
- Successful implementation of staff training programs to enhance customer interactions and satisfaction
- Strong customer relationship management skills, fostering positive connections with patrons
- Exceptional communication and interpersonal skills, contributing to welcoming and comfortable atmosphere
- Consistently received positive customer feedback and improved online reputation through effective customer service strategies
Customer Safety and Security:
- Committed to maintaining a safe and secure environment for restaurant guests
- Adherence to safety and sanitation protocols, ensuring the well-being of customers and staff
- Experience in handling dietary requirements and allergies, ensuring the safety of diners
- Familiarity with responsible service of alcohol (RSA) and food safety supervisor practices
- Team leadership in sections, including fan service and silver service, at various events, emphasizing safety during food and beverage service
- Proven ability to manage the bar area effectively, prioritizing customer safety and responsible service of alcohol
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Streamlined the communications process for incident reporting which resulted in 100% improvement in positive outcomes.
- Planned and implemented the company-wide rollout of a proactive safety and health target program, partnering with field management and supervisory staff and effectively reduced overall accidents by 90%.
Certification
First Aid Certificate (2023)
RSA (Responsible Service of Alcohol) in NSW (2023)
SOS (Sequence of service) (2018)
Food and Safety Supervisor (2018)
Bar Training at The Star Casino (2016)
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Restaurant Manager
Lotus Dining Group
09.2022 - Current
Assistant Restaurant Manager
Lotus Dining Group
02.2021 - 09.2022
Restaurant Supervisor
Lotus Dining Group
07.2019 - 02.2021
Restaurant Waiter
Lotus Dining Group
11.2016 - 07.2019
Events Waiter
Star Casino
04.2016 - 12.2016
Diploma of Hospitality Management - Hospitality
Kenvale
Certificate IV in Commercial Cookery -
Kenvale College
Certificate IV in Accounting -
Australian Pacific College
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