Phillippa Townsend
Geelong,VIC
Summary
I am currently working at Deakin as Anthony's 2IC. I really enjoy working at Deakin Waterfront however this opportunity is to good to pass up. I am a Resourceful Hospitality Supervisor known for high productivity and efficient task completion. Excel in team leadership, customer service management, and operational improvement. Strong in communication, problem-solving, and adaptability, ensuring smooth operations and exceptional guest experiences.
Overview
15
15
years of professional experience
Work History
Hospitality Supervisor
DEAKIN WATERFRONT
Geelong, Vic
08.2024 - Current
- Coordinated catering requests from external clients including menu selection, staffing requirements and delivery logistics.
- Organized events and C&E according to client specifications.
- Supervised daily operations of the Cafe and C&E to ensure exceptional guest service and satisfaction.
- Trained and managed staff on hospitality standards and best practices for service excellence.
- Coordinated team schedules to optimize coverage and workflow efficiency.
- Managed inventory levels and procurement processes for supplies and equipment.
- Monitored compliance with health and safety regulations in the hospitality environment.
- Resolved guest complaints promptly to maintain a positive experience at the venue.
- Implemented training programs to enhance staff performance and engagement levels.
- Collaborated with management on strategic initiatives to improve service offerings.
Hospitality Manager
GenU
North Geelong, Vic
07.2023 - 08.2024
- Managed daily operations of hospitality services and team performance.
- Developed training programs for staff to enhance service delivery.
- Worked with staff with special needs to ensure training and work satisfaction while also providing a great customer experience.
- Implemented quality control measures for service standards.
- Monitored inventory levels and ordered supplies as needed.
- Conducted regular staff meetings to communicate updates and expectations.
- Maintained compliance with health and safety regulations in all areas.
- Trained new employees on proper hospitality protocols according to company guidelines.
- Organized and managed staff schedules, ensuring adequate coverage for all shifts.
- Developed and implemented hospitality policies to ensure guest satisfaction.
- Promoted a positive work environment by effectively communicating with staff members and resolving conflicts in a timely manner.
Bookings Manager
Calibre workforce
Geelong, Vic
01.2021 - 07.2023
- Managed booking schedules for various client projects and events.
- Coordinated communication between clients and service providers effectively.
- Oversaw resource allocation to optimize operational workflow and efficiency.
- Developed strong relationships with stakeholders to enhance service delivery.
- Implemented scheduling software to streamline booking processes.
- Resolved booking conflicts and client inquiries in a timely manner.
- Trained team members on best practices for client interactions and booking systems.
- Analyzed client feedback to improve overall booking experience consistently.
- Participated in training sessions to stay up-to-date on new products and services.
- Created reports detailing upcoming events and their associated costs.
- Monitored industry trends to inform strategic decision making regarding bookings.
- Negotiated contracts with vendors on behalf of clients.
- Researched potential venues for booking based on customer requirements.
- Conducted post-event reviews to assess overall success of each booking.
- Ensured compliance with legal requirements when negotiating contracts with vendors.
- Advised clients on best practices for successful event planning and execution.
- Managed calendars for multiple bookings, ensuring timely and accurate scheduling.
- Provided excellent customer service by responding promptly to inquiries or complaints.
- Organized travel arrangements for staff.
Manager
Bolzano cucina and Bouchon on the Bellarine
Ocean Grove/ Portarlington , Vic
08.2010 - 07.2021
- Supervised daily operations in a high-volume restaurant setting.
- Managed staff schedules to ensure optimal coverage during peak hours.
- Trained new employees on service standards and operational procedures.
- Conducted regular inventory checks to maintain stock levels and reduce waste.
- Implemented health and safety protocols to ensure compliance with regulations.
- Coordinated with kitchen staff to streamline food preparation processes.
- Resolved customer complaints effectively to enhance dining experiences.
- Developed training materials for staff development and performance improvement.
- Monitored staff performance and addressed issues.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Coached, mentored and trained team members in order to improve their job performance.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Provided leadership during times of organizational change or crisis situations.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Recruited and hired qualified candidates to fill open positions.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Established processes to ensure efficient workflow throughout the organization.
Education
Bachelor of Arts - Archaeology
Latrobe University
Burwood01-2007
Skills
- Great communication and customer service skills
- Make great coffee
- Work well in a team
- Self motivating
- Catering coordination
- Event management
- Staff training
- Inventory management
- Conflict resolution
- Honest
- Team scheduling
- Quality control
- Customer relationship management
- Resource allocation
- Staff performance management
- Operational efficiency
- Menu planning
- Point of sale skills
References
- Anthony Wasylewski Manager Deakin Waterfront a.wasylewski@deakin.edu.au 0419876887
- Bevan Vahland Head Chef Deakin Waterfront bevan.vahland@deakin.edu.au 0432749356
Timeline
Hospitality Supervisor
DEAKIN WATERFRONT
08.2024 - Current
Hospitality Manager
GenU
07.2023 - 08.2024
Bookings Manager
Calibre workforce
01.2021 - 07.2023
Manager
Bolzano cucina and Bouchon on the Bellarine
08.2010 - 07.2021
Bachelor of Arts - Archaeology
Latrobe University