Odette Austin
Orange,NSW
Summary
Reliable individual proudly offering 7+ years of experience fostering repeat customers through consistent, professional service. Skilled in designing profitable drink menus, handling cash sales and managing bar inventory. Dedicated to creating inviting environment for both guests and staff.
Capable and passionate about serving customers well while exceeding customer expectations and maintaining poise and sense of humour in demanding environments. Strong history of exceptional service in hospitality and retail establishments.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Assistant Manager
Anelay Pty Ltd
02.2023 - 07.2023
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained professional demeanour by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Duty Manager
Australia Venue Co
10.2022 - 02.2023
- Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Served food and beverages promptly with focused attention to customer needs.
- Cultivated warm relationships with regular customers.
- Learned and followed local alcohol laws to keep restaurant compliant with regulations while serving spirits.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Provided courteous, friendly service while multitasking in fast-paced environment.
- Remained focused, calm and professional during peak rush hours.
- Greeted guests warmly to foster welcoming environment.
- Anticipated customer needs and responded accordingly to increase customer satisfaction.
- Addressed and handled customer complaints in polite and professional manner.
- Anticipated guest needs and provided proactive service.
- Checked guests' identification before serving alcoholic beverages.
- Monitored patrons for alcohol intake to appropriate levels and took measures to curtail inappropriate behaviour.
Duty Manager
Redcape Hotel Group
06.2022 - 11.2022
- Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
- Interacted well with customers to build connections and nurture relationships.
- Reported issues to higher management with great detail.
- Maintained professional, organized, and safe environment for employees and patrons.
- Adhered to state laws regarding alcoholic beverage services and customer regulations.
- Adhered to state laws regarding alcoholic beverage services and customer regulations.
- Responded with care to customer concerns to leave each customer satisfied and build reputation of service.
- Coordinated staff rotations and breaks.
- Addressed customer behaviour or complaints head-on to maintain smooth and professional operations.
- Opening and closing the business, including money handling and adding business trade details into the DTRS from the previous night before trade. Handling banking and the CRT before the new day trade.
Assistant Venue Manager
Peter Somers Hospitality PTY
12.2021 - 07.2022
- Inspected facility daily for overall cleanliness and to check supply quantities for reordering and restocking.
- Cultivated strong relationships with customers to build loyalty and repeat business.
- Trained and supervised staff to consistently meet performance goals and customer service standards.
- Assigned work to staff, set schedules, and motivated strong performance in key areas.
- Organized and oversaw special events.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training of team members.
- Maintained knowledge of menu items, liquor brands, beers and non-alcoholic selections to enhance customer experience and expedite service.
- Adhered to alcohol policies and procedures and complied with local and state laws.
- Acknowledged guests even when busy and anticipated and responded to guest needs.
- Operated and closed down bar station according to sanitation regulations and safety standards.
- Checked ID cards and verified bar guests were of legal age.
- Maintained neat, clean and professional appearance to meet business dress code policy.
- Delivered food to customers at bar and tables.
- Greeted customers and provided friendly, knowledgeable service.
- Operated POS system to collect payments from customers.
- Mixed unique and interesting cocktails for customers, including bar specials.
- Cultivated strong relationships with repeat customers, engaging in friendly conversation and memorizing drink orders to promote loyalty.
- Maintained impeccably clean, attractive and well-stocked bar area.
- Tracked bar stock levels and promptly replenished low materials to prevent shortages.
- Developed creative bar menus and drink recipes by researching emerging industry trends.
- Applied knowledge to create innovative cocktails, enhance flavor profiles and expertly pair food and drinks.
- Verified drinking age requirements of customers by carefully reviewing photo identification.
Housekeeping Supervisor
Rydges Hotel
03.2020 - 10.2021
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Worked with front desk to respond promptly to all guest requests.
- Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
- Supervised team of housekeeping and janitorial workers to meet highest quality of cleanliness and safety standards.
- Addressed customer feedback and complaints to maximize satisfaction.
- Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Engaged with guests on room requirements and amenities to promote overall satisfaction..
Housekeeping Supervisor
Warratah Hotel Management
01.2019 - 03.2020
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Worked with front desk to respond promptly to all guest requests.
- Placed orders for housekeeping supplies and guest toiletries.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Trained and mentored all new personnel to maximize quality of service and performance.
- Completed schedules, shift reports, and other business documentation.
- Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
- Scheduled and prioritized tasks to staff, overseeing work completion.
- Implemented daily, weekly and monthly cleaning routines for staff to follow.
Duty Manager
The Club Hotel
05.2016 - 06.2018
- Trained employees in essential job functions.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Adhered to alcohol policies and procedures and complied with local and state laws.
- Operated and closed down bar station according to sanitation regulations and safety standards.
- Checked ID cards and verified bar guests were of legal age.
- Maintained sufficient inventory to meet business operation needs.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Supervised and trained staff on preparing and delivering drinks, handling food, and money and setting up bar at beginning of shift and breaking down at end of shift to facilitate operations.
- Handled simultaneous customer, team, and business needs while avoiding unnecessary delays or errors.
- Managed bar inventory, restocked supplies and placed orders for spirits, beer, wines, and mixers.
- Kept bar presentable and well-stocked to meet customer needs.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
- Kept alcoholic beverages well-stocked and organized to meet expected demands.
Education
Bachelor of Science - Criminal Justice
Griffith University
Brisbane, QLD11.1996
Skills
- Industry Trends
- Managing Reservations and Large Parties
- Employee Recruitment
- Disciplinary Action
- Accounts Payable and Accounts Receivable
- Safe Work Practices
- Brand Loyalty
- Opening and Closing Procedures
- Calm and Pleasant Demeanor
- Food and Beverage Management
- Responsible Alcohol Service
- Maintaining a Clean Bar
- Cocktail List Development
Certification
- RSA
- RMLV
- RSG
- Covid Safety At Work
References
- Kelly West| Management| 0400402630
- Aaron Marxsen| Mecure Supervisor| 0498116586
- Simmone Harris| Staff Colleague| 0401213493
Timeline
Assistant Manager
Anelay Pty Ltd
02.2023 - 07.2023
Duty Manager
Australia Venue Co
10.2022 - 02.2023
Duty Manager
Redcape Hotel Group
06.2022 - 11.2022
Assistant Venue Manager
Peter Somers Hospitality PTY
12.2021 - 07.2022
Housekeeping Supervisor
Rydges Hotel
03.2020 - 10.2021
Housekeeping Supervisor
Warratah Hotel Management
01.2019 - 03.2020
Duty Manager
The Club Hotel
05.2016 - 06.2018
Bachelor of Science - Criminal Justice
Griffith University
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