Summary
Overview
Work History
References
Timeline
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SHELLEY WILKENS

Hawthorn West,VIC

Summary

I am a dedicated and enthusiastic hospitality professional with a strong commitment to providing exceptional customer service. With an extensive background in the food and beverage industry, I have gained valuable experience managing teams and ensuring that all operations run smoothly.

I am a natural leader with a talent for motivating and training staff to achieve their full potential. I am passionate about creating a positive work environment that fosters teamwork and encourages excellence in all areas. I am skilled in conflict resolution, being able to address and resolve any issues that may arise.

I have a keen eye for detail and am committed to ensuring that every guest has a memorable dining experience.

I thrive on creating and implementing marketing strategies to attract new customers and increase revenue.

In addition to my professional experience, I possess excellent communication and organizational skills, as well as the ability to remain calm and focused under pressure.

Overview

16
16
years of professional experience

Work History

Restaurant Manager

Belles Hot Chicken
06.2023 - Current
  • Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
  • Carefully interviewed, selected, trained, and supervised staff.
  • Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
  • Led and directed team members on effective methods, operations, and procedures.
  • Tracked daily sales transactions and invoices for accurate and updated financial reporting.
  • Reconciled cash and credit card transactions to maintain accurate records.
  • Correctly calculated inventory and ordered appropriate supplies.
  • Monitored inventory of supplies and purchase orders to maintain adequate stock levels.
  • Oversaw front of house personnel to maintain adequate staffing and minimize overtime.

Reservations Call Centre Team Leader

AUSTRALIAN VENUE CO
11.2021 - 06.2023
  • Supervising the team of customer service representatives
  • I provide direction, set goals, monitor performance, and ensure that team members are meeting key performance targets
  • I coach and mentor to help agents improve their performance and develop new skills through weekly education sessions
  • I provide regular feedback, identify areas for improvement and offer training and development opportunities
  • I ensure that the team is always delivering the highest quality customer service
  • I monitor customer interactions providing feedback to team members and taking corrective action where necessary
  • Handle customer complaints and escalations effectively
  • I resolve these in a timely manner escalating when necessary and implement solutions for future issues.

Restaurant Supervisor / Cook

THE MILBRI, Espresso/Restaurant/Bar – Rosebud Mornington Peninsula
11.2019 - 09.2021
  • High volume bar tending including beer, wine and cocktails, coffee making
  • Cocktail menu design
  • Staff training and run sheet organization
  • Function and event planning, liaising with customers and their requirements
  • Running a section in busy periods with high up selling abilities
  • Kitchen shifts when required including breakfast, lunch and dinner service
  • Stock take, POS, cash handling and end of day reports.

House Manager / Cook

Keli Nagai, Private Residence
04.2017 - 09.2019
  • Enhanced family satisfaction with household management by addressing concerns promptly and efficiently.
  • Developed and maintained comprehensive inventory systems to ensure timely replenishment of supplies, reducing waste and saving costs.
  • Ensured security protocols were followed throughout the property, maintaining a safe environment for family members at all times.
  • Anticipated needs of family members by staying informed about their preferences, schedules, and priorities.
  • Adapted quickly to last-minute changes in plans or circumstances without compromising on quality or results.
  • Oversaw maintenance projects within the home, liaising with contractors to ensure timely completion within budget constraints.
  • Coordinated travel arrangements for the family, ensuring seamless transitions between locations and accommodations.
  • Recruited trained, and managed a small team of domestic staff to provide high-quality service in all areas of the household.

Owner/Operator

Little Vegas Burger & Bar, BARLV, Little Vegas Catering Company Airlie Beach
01.2015 - 03.2017
  • I created, built and opened my restaurant over the course of 12 months and within the following year opened its "sister" bar and catering company
  • I worked full time in all facets of the company including front of house, bar, kitchen, administration, and all general operations
  • Rostering, payroll, advertising, administration, menu creation and design
  • Food and beverage costing, budgets, hiring of staff, staff training, liaising with suppliers
  • Ordering and stock control
  • Advertising, functions, and event planning.

Food & Beverage Attendant / Guest service agent

MANTRA GROUP, PEPPERS RESORT & SPA, Airlie Beach
12.2013 - 01.2015
  • High volume bar tending, room service, fine dining waitressing at Tides Restaurant & Bar
  • Wedding and function service, room charging and guest accounts, set up and pack down of breakfast buffets, table allocations and stock take
  • Tour and activity booking for small and large groups
  • Handling of requests from high end clientele.

Guest Service Agent & Tour Agent

MANTRA GROUP, MANTRA FRENCH QUARTER
03.2008 - 11.2013
  • Welcoming guests to the resort, check in and check outs, reservations, night audit
  • Group bookings and strata titled room allocations
  • Guest accounts, housekeeping, guest requests and tour bookings
  • Organising of hotel and airport transfers
  • Organisation of group bookings including booking dining venues, transport, tours, and speciality requests
  • In this time, I was awarded employee of the year twice and nominated for a guest service star award within Australia.

References

Chris Fabri - Owner - Milbri Espresso/Restaurant/Bar

Phone: 0439 352 242

Email: info@themilbri.com.au


Keli Nagai - Principal - Private residence

Phone: 0422 191 382

Timeline

Restaurant Manager

Belles Hot Chicken
06.2023 - Current

Reservations Call Centre Team Leader

AUSTRALIAN VENUE CO
11.2021 - 06.2023

Restaurant Supervisor / Cook

THE MILBRI, Espresso/Restaurant/Bar – Rosebud Mornington Peninsula
11.2019 - 09.2021

House Manager / Cook

Keli Nagai, Private Residence
04.2017 - 09.2019

Owner/Operator

Little Vegas Burger & Bar, BARLV, Little Vegas Catering Company Airlie Beach
01.2015 - 03.2017

Food & Beverage Attendant / Guest service agent

MANTRA GROUP, PEPPERS RESORT & SPA, Airlie Beach
12.2013 - 01.2015

Guest Service Agent & Tour Agent

MANTRA GROUP, MANTRA FRENCH QUARTER
03.2008 - 11.2013

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