Olta Mance
BURNSIDE,VIC
Summary
Detail-Oriented Duty Manager with expertise in hospitality and customer service. Delivered outstanding customer satisfaction through effective communication and problem-solving skills while assisting with reservations and special requests. Fostered teamwork and maintained organized operations, consistently exceeding objectives and enhancing client experiences.
Overview
1
1
Certification
8
8
years of professional experience
Work History
Hospitality Supervisor
Ssp Australia
Melbourne Airport, Victoria
07.2025 - Current
- Trained new staff on policies, procedures, menu items, and service techniques.
- Resolved customer complaints promptly in a professional manner.
- Provided customer service to ensure satisfaction throughout their dining experience.
- Communicated with kitchen and retail teams to maintain smooth service.
- Monitored cleanliness standards across dining and service areas
- Opened and closed outlets, checking tills, cash, and handovers.
- Enforced workplace safety, food handling, and cleaning procedures.
- Served food and drinks to customers in a timely manner.
- Took orders accurately and communicated them to the kitchen staff promptly.
- Performed cashiering duties such as taking payments from customers using POS systems or manual methods.
Hospitality -Duty Manager
Watergardens Hotel
Melbourne, Victoria
04.2021 - 07.2025
- Analyzed guest satisfaction surveys to identify trends and developed action plans to enhance guest services
- Coordinated with team members to efficiently fulfill guests' requests
- Coordinated events by selecting reservation options tailored to expected attendees
- Maintained professionalism in customer interactions, addressing concerns and resolving problems with a friendly, knowledgeable approach.
- Took care of customer problem escalated by other staff members.
- Helped improve customer service, quality assurance and service speed by developing and implementing successful solutions.
- Created positive work environment for employees and delivered exceptional customer service.
- Addressed employee concerns promptly in absence of general manager.
- Displayed professionalism during customer engagements in customer interactions, answered concerns and resolved problems with friendly and knowledgeable approach.
- Resolved customer complaints efficiently escalated by other staff members.
- Handled employee problems in absence of general manager.
- Leading a big team with great skills and great customer service
Sales Assistant, Early Settler
Sales Assistant
Melbourne, Victoria
08.2018 - 12.2021
- Provided knowledgeable, friendly support to enhance customer experience throughout shopping and purchasing
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases
- Refunded payments for returned items, processed exchanges and offered store credit to achieve customer satisfaction
- Provided pricing information to customers regarding specific products
- Used POS system to process sales, returns, online orders and gift card activations
- Ensured sales floor met operational and visual standards to create an inviting environment for customers
- Answered all questions regarding inventory, sales, and promotions
- Worked well with other employees to ensure smooth processes
- Collaborated on displays and proposed ideas to enhance product appeal and attract customer interest
- Ensured accurate cash handling and reporting for sales transactions
Skills
- Operations management
- Store operations
- Cash handling
- Payment processing
- Point of sale knowledge
- Staff scheduling
- Team supervision
- Staff training
- Team leadership
- Performance management
- Operational procedures
- Documentation and reporting
- Data management
- Product knowledge
- Sales
- Closing sales
- Product promotions
- Excellent customer service
- Customer service
- Customer support
- Client communication
- Listening
- Negotiation
- Speaking
- Teamwork and collaboration
- Time management
- Computer skills
- Room preparation
- Teamwork and collaboration
References
Reference:Bridgid McCann
SSP Australia-0414364924
Reference:Erick Wijoyo
SSP -Australia-0400667222
Reference: Anisa Metollari -Early Settler(Manager) -0451281690
Kristen Demir-Watergarndes Hotel(Venue Manager)-0415590092
Certification
- RSA
- RSG
- Tab Basics
Languages
- Albanian
- English
Timeline
Hospitality Supervisor
Ssp Australia
07.2025 - Current
Hospitality -Duty Manager
Watergardens Hotel
04.2021 - 07.2025
Sales Assistant, Early Settler
Sales Assistant
08.2018 - 12.2021