MATTILDA Newman
Beldon,Australia
Summary
Dedicated professional seeking opportunities in dynamic work environments that foster organizational and personal growth. Committed to exceeding customer expectations and enhancing workplace efficiency through effective skill utilization. Proven ability to deliver exceptional service while maintaining a positive attitude.
Overview
20
20
years of professional experience
Work History
Resaurant Manager
Mayfair Lane
West Perth, Australia
04.2021 - Current
- Multi-tasking
- Resilience
- Cultural awareness
- Outstanding customer and communication skills
- Works naturally under pressure
- Customer Service and Rapport
- Maintaining a high standard of quality and attentive service for guests and forming a relationship with returning customers
- Working under a very fast paced environment and able to manage stressful situations
- Preparing and organising sections for service
- Applying wine knowledge to assist in helping guests with choosing a particular style of wine
- Running and organising big functions for birthdays and weddings
- Making sure the restaurant is immaculate before service
- Contributing to the indoor and outdoor plants, (feeding, watering, cutting) and making sure they are thriving and helping to reduce stress in all aspects of restaurant- this is an everyday duty for me
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Devised processes to boost long-term business success and increase profit levels.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed and implemented strategies to maximize customer satisfaction.
- Analyzed and reported on key performance metrics to senior management.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Increased profit by streamlining operations.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Restaurant team leader and wedding supervisor
Sittella Winery
Perth, Australia
04.2012 - 06.2021
- Wedding set-up and service
- Managing wedding couple and family on the night of their wedding
- Showcased venue for wedding open days, guiding couples through setup and delivering exceptional customer service
- Maintained high standards of quality and attentive service for guests, fostering relationships with returning customers
- Resolved complaints regarding food or service, ensuring guest satisfaction
- Working under a very fast-paced environment and able to manage stressful situations
- Preparing and organising sections for service
- Applying wine knowledge to assist in helping guests with choosing a particular style of wine
- Training and delegating of Staff
- End of night cash-up
Waitress, Bar Attendant
Print Hall, Colonial Leisure Group
Perth, Australia
10.2012 - 12.2013
- Opening and closing of bar and restaurant
- Maintaining a very high standard of quality and attentive service for guests
- Applying wine knowledge to assist in helping guests with choosing a particular style of wine
- Collaborated with supervisor to train and motivate staff, enhancing team performance.
- Coordinated setup of event functions, ensuring all materials and equipment were organized and ready for service.
- Answered reservation calls promptly and professionally, maximizing opportunities to secure bookings.
Floor Supervisor
The Folly Bar & Restaurant
London, United Kingdom
02.2011 - 08.2012
- Maintained high levels of customer service and efficiency.
- Served high-standard guests with tailored service to enhance satisfaction
- Resolved food and service complaints to improve guest experience
- Trained and motivated staff in service.
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
- Collaborated with restaurant manager to streamline operations
- Applied salesmanship techniques to maximize revenues and utilized extensive wine knowledge.
- Maintain restaurant inventory
- Ensure cleaning schedules are followed through attentively
Food & Beverage Supervisor
Rydges Hotel
Perth, Australia
11.2008 - 07.2010
- Opening & Closing of Restaurant
- Supervised and delegated tasks to staff to ensure smooth restaurant operations
- Trained and motivated staff to enhance service quality and team performance
- Fine Dining/ Ala-carte Service
- Operated Micros cash register for transactions
- End of Night Cash up/ Counting of Restaurant Safe
- Delivered room service orders to guests promptly
- Preparing and Organizing Sections for Service
- Addressed customer concerns with high-quality service to maintain guest satisfaction
- Working with extensive menu and wine list (training inclusive)
Food & Beverage Team Leader
Mantra Treetops Resort
Port Douglas, Australia
02.2008 - 10.2008
- Opening & Closing of Restaurant, including security checks
- Supervision of Staff Training & Motivating of Staff
- Delivered à la carte service to guests in a timely manner
- Cocktail/Bar Service (Coffee making)
- End of night cashier balancing
- High levels of customer service/ Customer complaints
- Maintaining standard of restaurant
- Training & Motivating of Staff
Food & Beverage Supervisor
Long Island Resort, Whitsunday's
Airlie Beach, Australia
06.2007 - 02.2008
- Training & motivating of staff
- High Levels of customer service/ customer complaints
- Waitress and Bar service for covers of 300-450pax
- Maintaining and restocking buffet
- Opening and closing of Restaurant
- End of Night Cashier balancing
- Weddings set-up and service
- Pool Bar cocktail and drink service (Coffee Making)
- Opening and closing of Pool Bar
Food & Beverage Attendant
Cable Beach Club Resort
Broome, Australia
03.2006 - 12.2006
- Cocktail and Bar service (Coffee Making)
- Fine Dining/ Ala-carte Service
- Cashiering and Till Operation (Maxial)
- End of Night Cashier balancing and bar closure
- Mini-Bar & Room Service
- Function Setup & Service
- Greeted customers at counter to fulfill requests and answer questions.
Education
Certificate 3 & 4 - hospitality and management
Responsible Service of Alcohol
London01-2012
WSET-Wine & Spirit Education Trust -
The Folly Bar
London 01-2010
Intermediate certificate exam -
Joondalup Tafe
WA01-2005
Certificate 1, 2 & 3 - hospitality
Ballajura Community College
Ballajura, Perth, Western01-2004
Skills
- Attention to detail
- Efficiency
- Multi-tasking
- Resilience
- Cultural awareness
- Outstanding customer and communication skills
- Works naturally under pressure
- Customer Service and Rapport
Accomplishments
- Hospitality Awards Finalist 2023- Excellence Of Service
Timeline
Resaurant Manager
Mayfair Lane
04.2021 - Current
Waitress, Bar Attendant
Print Hall, Colonial Leisure Group
10.2012 - 12.2013
Restaurant team leader and wedding supervisor
Sittella Winery
04.2012 - 06.2021
Floor Supervisor
The Folly Bar & Restaurant
02.2011 - 08.2012
Food & Beverage Supervisor
Rydges Hotel
11.2008 - 07.2010
Food & Beverage Team Leader
Mantra Treetops Resort
02.2008 - 10.2008
Food & Beverage Supervisor
Long Island Resort, Whitsunday's
06.2007 - 02.2008
Food & Beverage Attendant
Cable Beach Club Resort
03.2006 - 12.2006
Certificate 3 & 4 - hospitality and management
Responsible Service of Alcohol
WSET-Wine & Spirit Education Trust -
The Folly Bar
Intermediate certificate exam -
Joondalup Tafe
Certificate 1, 2 & 3 - hospitality
Ballajura Community College