Olivia James
Echuca Village,VIC
Summary
Dynamic leader with a proven track record at The Rochester Tavern, adept in growth strategy implementation and fostering strong customer relations. Excelled in boosting sales and enhancing team performance through effective human resource management and agile methodology. Achieved significant improvements in operational efficiency and customer satisfaction, demonstrating exceptional business administration and verbal communication skills.
Overview
37
37
years of professional experience
Work History
Venue Manager
The American Hotel Echuca
Echuca, Victoria
01.2025 - 05.2025
- Conducted periodic inspections of premises to identify potential problems or areas needing improvement.
- Developed relationships with clients to ensure satisfaction and repeat business.
- Analyzed sales data generated from events in order to identify trends or opportunities for improvement.
- Resolved customer issues or complaints in a timely manner to maintain positive customer relations.
- Implemented strategies designed to increase efficiency while reducing costs associated with hosting an event.
- Ensured compliance with all local health codes, liquor regulations, fire codes, building codes and other applicable laws.
- Managed day-to-day operations of the venue, including supervising staff and overseeing safety procedures.
- Created budgets for each event based on estimated costs of food, beverages, staffing.
- Negotiated with clients and vendors regarding venue hire packages and pricing options.
- Supervised grounds people, event staff and maintenance personnel to promote best practices and build productive teams.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Assisted in hiring new personnel when required to meet staffing demands.
- Organized and maintained event calendar, including scheduling of staff and resources.
Restaurant/ B & B Owner
The Rochester Tavern
Rochester, Victoria
06.2019 - 01.2025
- Planned and executed special events hosted at the restaurant such as wine tastings and live music performances .
- Assisted staff by serving food and beverages or bussing tables.
- Optimized profits by controlling food, beverage and labor costs.
- Negotiated contracts with vendors for food, equipment and supplies.
- Worked in close collaboration with team members to ensure customers received high-quality service.
- Developed menus that featured local ingredients while meeting customer demands.
- Delegated work to staff, setting priorities and goals.
- Monitored customer feedback to ensure satisfaction with menu items and services provided.
- Evaluated performance of employees regularly through performance reviews, coaching sessions and feedbacks from customers.
- Inspected restrooms and dining and serving areas to foster cleanliness and proper setup.
- Maintained relationships with suppliers and distributors in order to secure best deals on orders placed .
- Hired, trained and motivated staff to fill all restaurant openings.
- Trained and supervised kitchen staff in proper food preparation techniques.
- Implemented operational procedures to maximize efficiency while minimizing costs.
- Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
- Explained goals and expectations required of trainees.
- Served as primary point of contact for customer inquiries or complaints.
- Oversaw inventory and ordered ingredients to restock freezers, fridges and pantry.
- Coached staff on strategies to enhance performance and improve customer relations.
- Administered finances and led business operations by running payroll, making bank deposits and analyzing income and expenses to maintain cost-effective operations.
- Established standards for quality control, customer service, health and safety regulations.
- Managed cash flow by setting budgets for expenses such as labor cost, food cost, ensuring timely payment of bills and taxes as well as monitoring accounts receivable and payable records .
- Oversaw food preparation, production and presentation according to quality standards.
- Inspected dining and serving areas for cleanliness and proper setup.
- Created promotions and special events to attract customers and boost sales.
- Ensured compliance with local health codes and safety regulations.
- Reconciled daily transactions, balanced cash registers and deposited restaurant's earnings at bank.
- Conducted daily meetings with front desk and housekeeping personnel to discuss arrivals, special requests and operational challenges.
- Implemented systems for tracking reservations made online or through third-party travel sites.
- Planned menus for breakfast services offered at the motel's restaurant.
- Implemented and monitored marketing and promotional strategies to increase occupancy rates.
- Explained how TV remote, heating/cooling, WiFi access and locks worked to hotel guests.
- Input and confirmed reservations for guests.
- Monitored the performance of all motel departments to ensure quality service.
- Spearheaded daily operations, ensuring optimal guest satisfaction and operational efficiency.
- Conducted regular inspections of guest rooms and public areas to ensure high standards of cleanliness and maintenance.
Venue Manager
Maddens Commercial Hotel
Camperdown, Victoria
02.2016 - 05.2019
- Managed day-to-day operations of the venue, including supervising staff and overseeing safety procedures.
- Appraised inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked.
- Negotiated contracts with vendors for services such as catering or entertainment at competitive rates.
- Delegated work to staff, setting priorities and goals.
- Conducted periodic inspections of premises to identify potential problems or areas needing improvement.
- Planned special occasions such as weddings or conferences by determining details such as catering needs and decorations.
- Prepared staff work schedules and assigned team members to specific duties.
- Performed administrative tasks related to event planning such as preparing invoices or tracking expenses.
- Provided training sessions for staff members on topics such as customer service techniques or safety protocols.
- Ensured compliance with all local health codes, liquor regulations, fire codes, building codes and other applicable laws.
- Maintained records of all bookings, payments received and services provided during events.
- Resolved customer issues or complaints in a timely manner to maintain positive customer relations.
- Maintained inventory levels for supplies needed in the motel operations.
- Coordinated renovation and maintenance projects, ensuring compliance with brand standards and safety regulations.
- Maintained client accounts by obtaining, recording and updating personal and financial information.
- Organized special events for guests such as promotional activities or special dinners.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Oversaw reservations received from direct calls and provided room availability information.
- Advised housekeeping staff of rooms vacated and ready for cleaning.
Assistant Manager
The Elephant Bridge Hotel
Darlington, Victoria
01.2015 - 01.2016
- Resolved conflicts between team members in an effective manner.
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Collaborated with management on developing strategic plans for achieving business goals.
- Developed a system for tracking inventory and ordering supplies as needed.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Delegated work to staff, setting priorities and goals.
- Ensured compliance with safety regulations and company policies.
- Supervised daily operations including scheduling shifts, assigning duties.
Restaurant Manager
Doyles Deck & Bistro
Mordialloc, Victoria
03.2000 - 12.2004
- Worked in close collaboration with team members to ensure customers received high-quality service.
- Coached staff on strategies to enhance performance and improve customer relations.
- Analyzed financial statements to identify areas of improvement or cost savings opportunities.
- Prepared employee schedules to maintain appropriate staffing levels during peak periods.
- Ensured compliance with all food safety regulations and sanitation standards.
- Supervised and trained staff in customer service, food handling, and safety protocols.
- Resolved and investigated complaints regarding service, food quality and accommodations.
- Managed day-to-day operations of restaurant, including scheduling, budgeting, and inventory control.
- Inspected restrooms and dining and serving areas to foster cleanliness and proper setup.
- Conducted weekly team meetings to discuss performance issues and provide feedback.
- Delegated work to staff, setting priorities and goals.
- Resolved conflicts among employees in an effective manner.
- Trained front-of-house staff on restaurant policies and procedures, guest service techniques and communication skills to promote positive experiences.
- Reconciled daily transactions, balanced cash registers and deposited restaurant's earnings at bank.
- Coached team members on food safety and sanitation processes, customer service, menu education and up-selling techniques to drive revenue.
- Assisted staff by serving food and beverages or bussing tables.
- Enforced sanitary practices for food handling, general cleanliness and maintenance of dining and kitchen areas.
- Optimized profits by controlling food, beverage and labor costs.
- Adhered to all health department regulations regarding food storage and preparation.
Function Coordinator
Norwood House Motel & Reception Centre
Mt Eliza, Victoria
01.1999 - 01.2000
- Provided onsite support during setup and teardown activities as needed by coordinating with other staff members or contractors.
- Created program activities, agendas and budgets based on client requirements.
- Organized and coordinated all aspects of events including logistics, catering, registration, audio and visual needs, transportation arrangements, accommodations and signage.
- Developed and maintained event timelines, ensuring all tasks were completed on schedule.
- Facilitated post-event evaluations with clients and internal teams, gathering feedback to inform future event planning.
- Liaised with clients to understand their vision and requirements, customizing events to meet their specific needs.
- Ensured compliance with all health, safety, and legal requirements, minimizing risk and liability.
- Greeted guests upon arrival at the venue while providing information about the event agenda.
- Documented events with details in customer preferences, financial considerations and successes and failures.
- Planned menus and directed food service staff during events.
- Ensured compliance with safety regulations when setting up equipment or decorations.
- Transmitted and received messages using telephones or telephone switchboards.
- Provided information to guests regarding local attractions, restaurants, directions and other services.
- Arranged tours, taxis or restaurant reservations for customers.
- Answered incoming calls from customers inquiring about availability of lodging accommodations.
- Answered telephones and greeted visitors to assist, answer questions and direct.
- Maintained cleanliness of the front desk area at all times.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Performed basic administrative tasks such as filing documents, entering data into computer systems and preparing correspondence.
- Explained hotel policies and procedures to guests in an efficient manner.
- Contacted housekeeping or maintenance staff to report room or building issues.
Store Manager
Just Jeans
Melbourne, Victoria
01.1988 - 12.1998
- Delegated work to staff, setting priorities and goals.
- Monitored employee performance and identified performance gaps for corrective action.
- Oversaw inventory management through cycle counts, audits and shrinkage control.
- Evaluated store performance and incorporated feedback to implement improvement plans.
- Analyzed sales data to identify trends and adjust strategies accordingly.
- Generated repeat business by responding to customer concerns with friendly and knowledgeable service.
- Exceeded team goals and resolved issues by sharing and implementing customer service initiatives.
- Prepared staff work schedules and assigned team members to specific duties.
- Conducted daily store operations, including opening and closing procedures and cash handling.
- Showcased and built visually appealing displays and signs to encourage customers to buy specific products.
- Built customer confidence by actively listening to concerns and complaints and quickly resolving issues.
- Monitored inventory levels and placed orders to restock shelves.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
- Strengthened work flow productivity by hiring, managing and developing top talent.
- Updated and maintained store signage and displays.
Skills
- Marketing tactics
- Social media control
- Growth strategy implementation
- Sales oversight
- Agile methodology implementation
- Negotiation
- Human resource management
- Hiring and staffing
- Customer relations
- Employee development
- Business administration
- Operations management
- Verbal and written communication
- Crisis management
- Sales management
- Business management
- Sales leadership
- Administrative oversight
Timeline
Venue Manager
The American Hotel Echuca
01.2025 - 05.2025
Restaurant/ B & B Owner
The Rochester Tavern
06.2019 - 01.2025
Venue Manager
Maddens Commercial Hotel
02.2016 - 05.2019
Assistant Manager
The Elephant Bridge Hotel
01.2015 - 01.2016
Restaurant Manager
Doyles Deck & Bistro
03.2000 - 12.2004
Function Coordinator
Norwood House Motel & Reception Centre
01.1999 - 01.2000
Store Manager
Just Jeans
01.1988 - 12.1998
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