Roman Palovic
24 Lakeside Ave, Gold Coast,QLD
Summary
In short, I am a customer service and hospitality professional with over 13 years of experience.
Highly motivated, enthusiastic and passionate about customer satisfaction. I’m a Team player, hard worker and extremely reliable. Always willing to learn and improve my knowledge in all areas. Excellent communication and interpersonal skills. Managing information, planning, organizing and making decisions as required.
Overview
14
14
years of professional experience
Work History
General Manager of Hospitality Operations
Spinifex Brewing Co
08.2022 - 01.2024
- Opening up brand new venue (Spinifex Cable Beach), coordinating with vendors and suppliers to establish relationships as well as setting up accounts for restaurant related applications.
- Hiring, training and supervising staff
- Managing financial aspects of the business including budgeting, forecasting, cost analysis, and profit maximization strategies.
- Developing and implementing comprehensive employee training programs that covered essential foodservice skills, customer service, and safety protocols.
- Controlling labor hours and inventory costs through hands-on management and proactive changes.
- Addressing and resolving customer service issues to establish trust and increase satisfaction.
General Manager of Hospitality Operations
Sydney Cove Oyster Bar
02.2019 - 08.2022
- Increasing customer satisfaction by implementing effective staff training and performance management programs.
- Boosting employee morale with regular team-building activities, improving communication and collaboration.
- Ensuring compliance with health and safety regulations through regular inspections, staff training, and process improvements.
- Developing strong relationships with local suppliers for fresh ingredients, resulting in higher quality dishes and improved customer feedback.
- Preparing weekly schedules and assigned tasks to staff to maintain organized shift and smooth operations.
Assistant Manager
Sydney Cove Oyster Bar
02.2014 - 01.2019
- Recruiting and hiring employees offering talent, charisma and experience to restaurant team.
- Resolving challenging customer complaints to full satisfaction, promoting brand loyalty and maximizing repeat business.
- Supervising all areas of restaurant to keep it clean and well-maintained.
- Mentoring and motivating team members to efficiently achieve challenging business goals.
- Offering advice and assistance to customers, paying attention to special needs or wants.
- Setting schedules for staff by planning and designating shifts and hours.
- Overseeing balancing of cash registers, reconciled transactions and depositing establishment's earnings to bank each week.
- Immediately resolving issues with patrons by employing careful listening and communication skills.
Function Coordinator
Castle Restaurant
06.2010 - 09.2014
- Enhancing client satisfaction ratings by scheduling on-site service requests, managing show logistics and booth functionality needs to meet demands.
- Managing administrative logistics of events planning, including contract signing, fee collection, event booking and event promotions.
- Coordinating florists, photographers, videographers, musicians, officiants and ceremony participants during rehearsals and pre-ceremony, ceremony and reception events.
Room Service Waiter
Hotel Kempinsky
10.2009 - 06.2010
- Meeting guests' needs with quick, friendly service, including delivering meals and snacks and retrieving additional items.
- Verifying accuracy and quality of orders before delivery.
- Offering knowledgeable suggestions about foods and related wine pairings to guests with discerning tastes.
Education
Certificate III (in Sport/ Fitness) -
International College Of Sport & Fitness
2015
High School Diploma -
High School Of Hotel Management (HSC)
Bratislava Slovakia05.2014
Skills
- Excellent communication and customer service skills to ensure that customers feel comfortable
- Keeping the best interest of both the organisation and the individual customer in mind
- Ability to hear and understand the concerns of customers so that they feel more comfortable
- Performance improvement
- Staff Management
- Staff Scheduling
Timeline
General Manager of Hospitality Operations
Spinifex Brewing Co
08.2022 - 01.2024
General Manager of Hospitality Operations
Sydney Cove Oyster Bar
02.2019 - 08.2022
Assistant Manager
Sydney Cove Oyster Bar
02.2014 - 01.2019
Function Coordinator
Castle Restaurant
06.2010 - 09.2014
Room Service Waiter
Hotel Kempinsky
10.2009 - 06.2010
Certificate III (in Sport/ Fitness) -
International College Of Sport & Fitness
High School Diploma -
High School Of Hotel Management (HSC)
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