Mick Dwyer
Brisbane,QLD
Summary
Dynamic leader with a proven track record at The Apollo Group, enhancing customer experiences and fostering high staff retention through expert guest recognition and positive team culture. Skilled in leveraging CRM and reservation software for operational efficiency, consistently achieving and surpassing business objectives with a keen focus on service excellence and adaptability.
Overview
10
10
years of professional experience
Work History
FOH OPERATIONS MANAGER
The Apollo Group
Howard Smith Wharf Precinct, Brisbane
02.2022 - 03.2024
- Manage and supervise front-of-house staff for two high volume restaurants
- Utilise customer trends and data to enhance customer experience and maintain the highest level of customer service
- Oversee daily operations and maintain high standards of cleanliness and safety
- Control costs and manage budgets for both restaurants
- Conduct training programs and provide ongoing staff development
- Collaborate with kitchen staff and other managers for smooth operations
- Communicate effectively with staff and provide updates
- Attend meetings and contribute to restaurant strategies
OPERATIONS MANAGER
Jimmy Rods Barbershops
Brisbane, QLD
02.2021 - 12.2021
- Manage day-to-day operations of multiple barbershop locations across Brisbane, Gold Coast, Toowoomba & Melbourne.
- Recruit, train, and manage Area Managers, Barbers and support staff
- Maintain exceptional customer service standards
- Implement quality control and cleanliness measures
- Monitor financial performance and manage budgets
- Identify growth opportunities and partnerships
- Stay updated with industry trends and best practices
RESTAURANT MANAGER
Greca Restaurant
Howard Smith Wharf Precinct, Brisbane , QLD
11.2018 - 12.2020
- Manage day-to-day restaurant operations, ensuring seamless workflow.
- Maintain high-quality customer service standards.
- Build long-term relationships with guests, fostering a community of loyal, repeat clientele.
- Leverage reservations software to optimize revenue while enhancing the guest dining experience through data-driven insights.
- Enforce health and safety regulations and procedures.
- Manage inventory, ordering, and stock control using multiple software integrations and supplier relationships.
- Recruit, hire, and train restaurant staff using multiple employment platforms, and industry connections.
- Schedule shifts, and manage employee attendance, alongside maintaining an ideal wage percentage.
- Handle customer complaints and concerns.
- Monitor and address customer feedback.
- Control restaurant expenses, and analyze financial reports.
- Ensure food quality and cleanliness.
- Plan and execute marketing initiatives.
SALES REPRESENTATIVE
Fino Foods
Brisbane , QLD
11.2016 - 10.2018
- Establish and maintain relationships with over 80 restaurant clients.
- Act as the primary point of contact for client inquiries, orders, and sales support.
- Conduct regular sales visits and product demonstrations to existing and potential clients.
- Negotiate contracts, pricing, and terms of sale with restaurant clients.
- Monitor market trends and competitor activities to identify opportunities for business growth.
- Provide product training and educate restaurant staff on product features and usage.
- Collaborate with internal teams, such as marketing and operations, to ensure seamless order fulfillment and customer satisfaction.
- Prepare and deliver sales reports and forecasts to management.
- Monitor and analyze sales performance against targets, taking proactive measures to achieve or exceed goals.
- Stay updated on industry developments, new products, and emerging food trends.
GENERAL MANAGER
Lefty's Old Time Music Hall
Paddington, Brisbane , QLD
03.2014 - 03.2016
- Introduced a restaurant service style into a bar setting, inviting all ages to experience the ultimate live music experience, with high-quality drinks.
- Implemented employee recognition programs to motivate staff members toward achieving organizational goals.
- Enhanced operational performance by developing effective business strategies, systems and procedures.
- Managed all music bookings with talent managers worldwide to deliver a variety of musical acts to a neighbourhood bar accessible to everyone.
- Managed a multi-award-winning venue with minimal staff turnover during its peak two years, fostering a stable, and supportive team environment.
Education
How To Train -
Evolve 3
01-2024
How to Lead -
Evolve 3
01.2023
Diploma of Hospitality Management -
TAFE QLD
12-2000
Secondary Education -
Padua Colledge
Kedron11-1998
Skills
Guest recognition and VIP management
Expertise in creating personalized experiences for high-profile guests, and fostering loyalty through attention to detail, and exceptional service
Staff Culture and Retention
Proven ability to cultivate a positive team culture, resulting in high employee satisfaction, and retention rates
Service Management
Skilled in streamlining service operations to ensure efficiency, consistency, and memorable guest experiences
Collaboration and coaching
Experienced in coaching teams to achieve their full potential, and collaborating across departments to align on business objectives
Human Resources Support
Adept at addressing staff concerns with empathy and discretion, ensuring team members feel valued and motivated
Adaptability and quick learning
Demonstrated ability to master new systems, tools, and processes quickly, including CRM and reservation software
Affiliations
- Music
- Fitness and health
- Dining and travelling
- New experiences
Timeline
FOH OPERATIONS MANAGER
The Apollo Group
02.2022 - 03.2024
OPERATIONS MANAGER
Jimmy Rods Barbershops
02.2021 - 12.2021
RESTAURANT MANAGER
Greca Restaurant
11.2018 - 12.2020
SALES REPRESENTATIVE
Fino Foods
11.2016 - 10.2018
GENERAL MANAGER
Lefty's Old Time Music Hall
03.2014 - 03.2016
How To Train -
Evolve 3
How to Lead -
Evolve 3
Diploma of Hospitality Management -
TAFE QLD
Secondary Education -
Padua Colledge
Similar Profiles
Amit RodriguesAmit Rodrigues
Executive Chef at The Apollo GroupExecutive Chef at The Apollo Group
Andrew YoungAndrew Young
Public Health Officer at The Apollo GroupPublic Health Officer at The Apollo Group
Yenesy Herrera HernandezYenesy Herrera Hernandez
Documentos De Exportación Y Tráfico at The Apollo GroupDocumentos De Exportación Y Tráfico at The Apollo Group
Adhysti SonyaruriAdhysti Sonyaruri
Scheduling Manager at The Apollo GroupScheduling Manager at The Apollo Group
Ailysh Lewis-MillarAilysh Lewis-Millar
Support and Advocacy Worker at Micah ProjectsSupport and Advocacy Worker at Micah Projects