Serena Monk
Darlinghurst,NSW
Summary
Enthusiastic Sales and Customer Service professional with expertise in communication and negotiating. Driven to provide superior quality customer service. Innovative in leveraging extensive knowledge of products and services as well as creating solutions for customers to drive loyalty, retention and revenue. Highly adept at training, managing, coaching and mentoring sales and customer service associates with talent for interacting with staff at all levels of organization and public.
Overview
11
11
years of professional experience
Work History
Wine Merchant
Dan Murphys - Endeavour Group
10.2020 - Current
- Identify market trends and engage team members in bringing new product lines to life, tastings, and events
- Hosted educational seminars on wine appreciation, fostering a loyal customer base through increased engagement.
- Optimized store layout to maximize the visibility of high-margin products and encourage impulse purchases.
- Gaining insight into emerging trends and current consumer tastes.
- Increased wine sales by developing and implementing effective marketing strategies.
- Established strong relationships with suppliers for better pricing and product availability.
Head Sommelier
QT Hotel Group
07.2017 - 09.2020
- Create Manage and Diversify multiple wine lists for QT Hotel Group Sydney and NSW Region
- Develop maintain and host staff training programs and seminars
- Develop and maintain key relationships with external business partners and stakeholders.
- Enhanced guest experience by developing an extensive wine list and pairing recommendations for various cuisines.
- Increased wine sales by conducting staff training sessions on wine knowledge and service techniques.
- Managed inventory effectively, resulting in reduced wastage and improved stock turnover.
- Implemented a successful wine program that resulted in increased customer satisfaction and repeat business.
- Organized and hosted exclusive wine tasting events, generating positive publicity and attracting new clientele.
Restaurant Manager & Sommelier
Kensington Street Social
02.2016 - 07.2017
- Managed the front of house team and provided hands on support in all aspects of the store operations
- Provided supervision, training and employee cost management
- Performed several administrative functions including stock maintenance, food safety and OHS requirements
- Managed and nurtured key relationships with patrons and external stakeholders.
- Improved overall customer satisfaction by implementing new service standards and staff training programs.
- Increased restaurant revenue by optimizing table turnover rates and enhancing menu offerings.
Sommelier
Nomad
09.2013 - 01.2016
- Contributed to the total dining experience
- Maintained product knowledge of an ever-changing food and wine menu in order to provide meal and wine pairing recommendations while increasing spend per head
- Ensured client satisfaction is a reflection of the venues reputation
- Enhanced customer satisfaction by recommending and pairing wines with menu items based on individual preferences.
- Increased wine sales by effectively presenting a diverse range of options to customers, showcasing knowledge and expertise.
- Collaborated with chefs and kitchen staff to create harmonious pairings for special events and tasting menus.
Premium Food and Beverage Assistant
Qualia Resort
10.2012 - 09.2013
- Serving customers in Qualia's Long Pavilion Restaurant under Hotel Chef of the Year, Alastair Waddell
- Provided wine matching, silver service and duty supervision.
- Enhanced customer satisfaction by providing personalized food and beverage recommendations based on individual preferences.
- Streamlined ordering process for faster service, effectively managing multiple orders simultaneously.
Education
Bachelor of Communications - Communications
Massey University
New ZealandWine
Wine & Spirit Education Trust (WSET) - Certificate
Sydney, NSWHigh School Diploma -
Takapuna Grammar
Auckland 2007
Skills
- Establishing and maintaining strong internal and external customer relationships
- Trade Show Participation
- Customer Relationship Management
- Sales and Marketing
- Wine List Curation
- Event Planning
- Brand Development
- Advanced Sommelier Knowledge
- Wine Tasting Expertise
- Business Networking
Vocational Summary
An experienced Manager with a diverse background in sales and leadership within the hospitality and retail sector. Adept at cross functional activity whilst managing multi-layered internal and external business relationships with a strong channel focus. Proven abilities in building and managing patron relationships, trade promotional and total business strategies; able to develop and meeting budgetary and trade spend channel requirements; involved in new and existing product development and reviewing product demand, coupled with the ability to lead by example to achieve business goals or facilitate change.
Professional Employment History
- Dan Murphys - Endeavour Group, 10/20, CURRENT, New South Wales, Wine Merchant
- QT Hotel Group, 07/17, 09/20, New South Wales, Head Sommelier
- Kensington Street Social, 02/16, 07/17, New South Wales, Assistant Manager & Sommelier
- Nomad, 09/13, 01/16, Duty Manager & Junior Sommelier
- Qualia Resort, 10/12, 09/13, Hamilton Island, Queensland, Premium Food and Beverage Assistant
Pursuits Outside The Workplace
Gym, True, True, True
Professional Development
Responsible service of Alcohol
Volunteer Experience
- Regular Volunteer for 'R U OK'
- Fundraiser For GIVIT
- Seed Mob volunteer
References
Details provided upon request
Timeline
Wine Merchant
Dan Murphys - Endeavour Group
10.2020 - Current
Head Sommelier
QT Hotel Group
07.2017 - 09.2020
Restaurant Manager & Sommelier
Kensington Street Social
02.2016 - 07.2017
Sommelier
Nomad
09.2013 - 01.2016
Premium Food and Beverage Assistant
Qualia Resort
10.2012 - 09.2013
Bachelor of Communications - Communications
Massey University
Wine
Wine & Spirit Education Trust (WSET) - Certificate
High School Diploma -
Takapuna Grammar
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