SAMANTHA FELTON
Renwick,Australia
Summary
I am committed to my personal and professional growth and I am seeking an opportunity to provide loyalty, value and a desire to succeed in a valued and progressive organisation.
An intrinsically motivated individual with a professional background in Customer Service. Successful in developing, executing, and delivering a fully integrated, client-centric operations by performing responsibilities within high-quality customer service standards, adopting effective problem resolution, customer engagement, shift management, resource allocation and leadership techniques, providing value-added benefits and increasing overall profits to achieve business outcomes.
Overview
19
19
years of professional experience
Work History
Café Manager
Eling Forest Café / Winery
Suttons Forest, NSW
04.2023 - Current
- Developed and implemented customer service policies and procedures for cafe staff.
- Supervised day-to-day operations in the cafe to ensure efficiency and quality standards were met.
- Interacted with customers to provide assistance with menu selections and any other inquiries or complaints they may have had.
- Recruited, trained, managed and evaluated cafe staff performance.
- Maintained an accurate cash register system at all times during business hours.
- Ensured all work areas were kept clean and hygienic according to health regulations.
- Organized promotional activities such as discounts or special events to attract new customers or increase repeat business from existing clients.
- Ordered supplies needed for daily operations in a timely manner within budget constraints.
- Took inventory of supplies and equipment and placed new orders to maintain stock levels.
- Reconciled daily sales each shift, counting register drawers and resolving discrepancies.
- Greeted customers at front counter, answering questions and inputting specialty coffee orders into POS system.
- Discussed menu items and preparation methods with customers and suggested promotional items to increase sales.
- Reported to kitchen manager before start of shift to receive assigned station, daily specials and other pertinent information.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Coached staff on strategies to enhance performance and improve customer relations.
- Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
- Trained new employees to perform duties.
- Trained front-of-house staff on restaurant policies and procedures, guest service techniques and communication skills to promote positive experiences.
- Responsible Service of Alcohol
Restaurant Manager
McDonald’s
Mittagong, NSW
01.2022 - 04.2023
- Undertaking key responsibility of managing the daily operations by maintaining high restaurant standards and fostering a positive working environment, as well as providing consistent, fast, efficient and high-quality service ensuring meaningful experiences for customers
- Displaying professional expertise in providing operational direction and leadership to team members to establish and maintain a culture of teamwork, achievement, accountability, and outcome focus
- Acting as a person of authority, calling on extensive professional knowledge to provide other staff members with training, coaching and mentorship to optimise business performance
- Providing competent financial management, including preparing annual budgets, scheduling expenditures, analysing variances and initiating corrective actions to facilitate financial improvement and drive departmental transformation
- Consistently promoting high standard of morale and culture of excellence across staff, providing training and professional development to improve their skills and abilities as required to support the daily needs of operations on a daily basis
- Exhibiting business acumen in identifying opportunities and creating strategic recommendations for continuous process improvements, increased efficiencies and cost savings
- Enhancing the overall reporting quality, accuracy, and timely delivery of restaurant functions through actively involving in process development and smooth functioning of work flows
- Enforcing the implementation of actions toward the safety, comfort, cleanliness and maintenance standards on a regular basis, ensuring customer satisfaction and the appropriate public image at all times
- Successfully improving customer service standards by communicating and assisting team members through analysing customer feedbacks, providing guidance, support, and individual coaching when needed
Assistant Restaurant Manager / People Performance Manager
McDonald’s
Mittagong, NSW
01.2009 - 01.2022
- Displaying a pro-active and leading role in terms of service, culture, people development, sales and operations, ensuring to encourage teamwork and setting a high-level of customer service standards
- Building and maintaining a culture of excellence within the team by developing a competent, well-trained, flexible and responsive staff capable of meeting current and future needs
- Contributing to achieving a strong performance culture by developing and implementing policies, procedures, and best practices aligned with the strategic plan to address complex or sensitive issues affecting operational performance
- Directing and coordinating restaurant activities to obtain optimum efficiency and economy of operations, and maximise full potential with a balanced focus on the organisation’s mission and customer satisfaction
- Demonstrating a commitment to customer service by soliciting and responding promptly to customer needs as well as going above and beyond to ensure optimal customer satisfaction
- Driving compliance with food safety procedures in accordance with the established policies of the company and health and sanitation regulations in accordance with the correct standards and procedures
- Confidently and competently preparing reports for schedules and staffing analysis to determine staffing needs and workflow patterns to recommend changes to improve operational efficiency
Store Manager
Brumby's Bakery
01.2006 - 01.2007
- Providing a detailed and clear documentation relating to management of operations, ensuring the team has all the information required and fully understand the objectives and standards to consistently achieve targets and objectives
- Highly skilled in establishing and maintaining stakeholder relationships through effective communication, negotiation and issues management, ensuring deliverables are met in accordance to the operational goals and objectives
Education
The Professional Photo, Film, TV and Personal Stylist's Course - Personal Styling
The Australian College of Professional Styling
Sydney, NSW12-2023
Certificate III - Retail
TAFE NSW
01.2011
Practical Computing -
TAFE NSW
01.1999
Retail Traineeship -
TAFE NSW
01.1993
Skills
- Business Decision Making
- Commercial Acumen
- Strategic Relationship Building
- Leadership Skills
- Organisational Culture Enhancement
- Financial Strategy Influence
- Innovation
- Task Management
- Problem Solving
- Resilience
- Flexibility
- Goal Setting
- Professionalism
- Proactive Nature
- Respectfulness
- Hiring and training employees
- Foodservice
- Cafe inventory
- Event preparation
Prior Experience
- White International, Senior Sales and Marketing Administration Manager, 2005 – 2006
- Pelikan Quartet, Marketing Assistant, 2001 – 2004
- Advisor Investment Services, Office Administrator, 1998 – 1999
- Civic Video, Retail Assistant, 1997 – 1999
- Purgatory Management, Team Coordinator, 1995 – 1998
- Tina’s Skin Care and Beauty Salon, Shop Assistant, 1990 – 1993
Professional Development
- The Professional Photo, Film, TV and Personal Stylist's Course, The Australian College of Professional Styling, In Progress
Affiliations
- Avid reader
- Nature enthusiast
- Make up and fashion fan
- Organisation fanatic
- Social butterfly (when time allows)
Timeline
Café Manager
Eling Forest Café / Winery
04.2023 - Current
Restaurant Manager
McDonald’s
01.2022 - 04.2023
Assistant Restaurant Manager / People Performance Manager
McDonald’s
01.2009 - 01.2022
Store Manager
Brumby's Bakery
01.2006 - 01.2007
The Professional Photo, Film, TV and Personal Stylist's Course - Personal Styling
The Australian College of Professional Styling
Certificate III - Retail
TAFE NSW
Practical Computing -
TAFE NSW
Retail Traineeship -
TAFE NSW
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