Shivam Sharma
Chatswood,NSW
Summary
Customer service-focused hospitality professional with strong expertise and content knowledge of wine, cocktails and spirits. Built career of over 10 years of experience working different styles of service and restaurants. Highly skilled in managing employees through training and scheduling areas.
Overview
15
15
years of professional experience
Work History
F&B Supervisor
Crown Towers Sydney
08.2022 - Current
- Managing and supporting an team of 150 employees, remembering their skill set to allocate them, accordingly, manage breaks and make sure all sections are covered.
- In charge of overseeing stock levels for beverage as well as cutlery, crockery, and glassware.
- Maintaining highest standards for beverage quality and service. so FORBES standard's are always met.
- Responding to customer complaints, addressing concerns, and distress with amicable interactions.
- Developed ongoing training initiative to improve beverage knowledge of serving employees.
- Addressed customer complaints with professional demeanor and used communication and problem-solving skills to resolve issues.
- Scheduled and rotated staff for adequate coverage and fair distribution of workload.
- Disciplined and motivated staff to achieve challenging objectives in fast-paced culinary environments.
- Enacted progressive disciplinary measures for staff, managed work zones, and oversaw opening and closing duties.
- Sharing handovers with management team and higher authorities at end of every shift, while being responsible for all financial reconciliations for day including cash drop.
Store Manager
Bottle Mart Chatswood
03.2021 - 06.2022
- Managed inventory control, cash control, and store opening and closing procedures.
- Rotated merchandise and displays to feature new products and promotions.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Assisted with hiring, training and mentoring new staff members.
- Supervised guests at front counter, answering questions regarding products.
- Implemented UberEATS at store, regularly updated café food items to meet gastronomy of place.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
F&B Supervisor
Holiday Inn Harborside Cairns
12.2019 - 09.2020
- Resolved customer complaints involving food or beverage quality and service.
- Trained food and beverage service personnel, confirming staff to provide recommendations and answer questions.
- Verified staff compliance with accepted food and drink safety regulations, suggesting remedial training where necessary.
- Enacted progressive disciplinary measures for staff, managed work zones, and oversaw opening and closing duties.
- Coordinated daily and nightly shift safety and sanitation procedures for bar areas and entire restaurant.
- Managed bar and wait staff and directed hiring program.
- Managing events and corporate meetings as well as weddings,
Restaurant and Bar Supervisor
Keppel Bay Sailing Club
02.2019 - 11.2019
- Managing a fast-paced restaurant, events room, steakhouse, pool deck, bar and gaming floor.
- Planning and organizing special functions in consultation with the reservations team.
- Conferring with customers to access their satisfaction with meals and service
- Introduced my own house crafted cocktail menu.
- Making weekly specials and daily specials based on slow moving items in accordance with the chef and restaurant manager.
- Closed out cash register and prepared cashier report at close of business.
- Kept detailed inventories and notified management of ordering needs for liquor, beer, wine, and bar supplies.
- Explained daily specials and beverage promotions to exceed daily sales goals.
- Worked with distributors to add new products to bar menu.
F&B Team leader
Primus Hotel Sydney
09.2016 - 12.2018
- Managing a team of 12 to 18 employees, training staff, and getting them used to the work environment while simultaneously keeping them updated with the new company policies and procedures.
- Promoted high standards through personal example to help each member understand expected behaviour and standards.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures with the use of liquid nitrogen.
F&B Attendant
Novotel Sydney Brighton Beach
06.2015 - 12.2016
- Collaborated with other food and beverage attendants to provide prompt, smooth and excellent service.
- Provided guests with information about menu items, specials and promotions to provide quality service.
- Cleared area, cleaned and wiped tables and chairs to remove residue and comply with hygiene standards.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Opened, poured and served hot and cold beverages to customers to complement food and dining experience.
- Provided attentive service and proactively assessed guest needs.
Front Desk Cashier
Walt Disney World, Florida USA Wilderness Lodge
06.2011 - 01.2012
- Managing an average of 300-400 check-ins, check-outs as well as reservations for theme parks, restaurants, events on daily basis.
- Greeted customers and responded to requests for information.
- Processed credit card, EBT, and gift certificate payments with electronic computer system.
- Approached every question or concern with calm and level-headed approach.
- Helped customers complete purchases, locate items, and join reward programs.
- Prepared reports on guest satisfaction levels and other metrics.
Hotel trainee
ITC Maurya, Platinum luxury hotel, Maurya
01.2009 - 01.2010
- Speed trained in all different sub outlets of the hotel which includes butler service, room service, events, restaurants, uniform room, bakery as well as reservations.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Introduced customers to resort amenities with pleasant and helpful demeanour.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
- Promoted hotel brand's loyalty program via social media, email and direct mail.
Education
Masters Graduate - International Hotel Management
Blue Mountains International Hotel Management School
Sydney, NSWBsc - hospitality and tourism
Chitkara University
IndiaDiploma - tourism
Indira Gandhi National Open University
New DelhiSkills
- Maintaining Clean Work Areas
- Inventory Control Processes
- Requisitions Management
- POS Inventory System Operation
- Suggestive Selling
- Train Employees
Timeline
F&B Supervisor
Crown Towers Sydney
08.2022 - Current
Store Manager
Bottle Mart Chatswood
03.2021 - 06.2022
F&B Supervisor
Holiday Inn Harborside Cairns
12.2019 - 09.2020
Restaurant and Bar Supervisor
Keppel Bay Sailing Club
02.2019 - 11.2019
F&B Team leader
Primus Hotel Sydney
09.2016 - 12.2018
F&B Attendant
Novotel Sydney Brighton Beach
06.2015 - 12.2016
Front Desk Cashier
Walt Disney World, Florida USA Wilderness Lodge
06.2011 - 01.2012
Hotel trainee
ITC Maurya, Platinum luxury hotel, Maurya
01.2009 - 01.2010
Masters Graduate - International Hotel Management
Blue Mountains International Hotel Management School
Bsc - hospitality and tourism
Chitkara University
Diploma - tourism
Indira Gandhi National Open University
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