SVENJA WÜRTZ
Bondi Beach
Summary
Experienced customer experience professional with over 10 years of leadership in hospitality and service industries. Proficient in account management, operational strategy, and client relationship development. Demonstrated ability to lead teams, train staff, and deliver exceptional service under pressure. Skilled in working with various systems and stakeholders. Seeking a role in account management or customer service management to utilize strengths in client service, team leadership, and business growth.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Cafe Manager
Bar Indigo
10.2018 - Current
- Oversaw daily cafe operations to maintain smooth workflow in both front-of-house and back-of-house areas.
- Delivered excellent customer service experiences by addressing concerns promptly and professionally.
- Managed financial responsibilities effectively, including budgeting, forecasting, supply ordering, and cash handling procedures.
- Enhanced team productivity through effective scheduling, task delegation, and performance evaluations.
- Introduced new menu items to add variety and selections and meet customer preferences.
- Responded to customer feedback with prompt and effective solutions, reinforcing commitment to customer satisfaction.
- Conducted market research to identify customer preferences and tailor menu items accordingly.
- Coordinated with local businesses for cross-promotion opportunities, expanding our customer base.
- Implementation of the booking software NowBookIt
Sales Contractor
VMG Global
09.2017 - 09.2018
- Enhanced product knowledge with continuous research, resulting in improved sales presentations and demonstrations.
- Collaborated with team members to achieve monthly sales targets, fostering a competitive yet supportive environment.
- Mentored junior sales contractors, sharing best practices and helping them develop essential skills for success in the field.
- Attended industry conferences and networking events to expand professional network, resulting in valuable referral sources.
Hostess & Event Coordinator
Park Hyatt Zürich
10.2014 - 01.2016
- Implementation and management of the reservation system OpenTable
- Demonstrated strong multitasking skills, balancing responsibilities such as answering phone calls, greeting guests, and updating reservation logs simultaneously.
- Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
- Minimized customer service complaints by expertly managing customer expectations during busy periods.
- Coordinated schedules and timelines for events.
- Adapted quickly when faced with unexpected challenges or changes in plans, maintaining composure while finding effective solutions.
- Collaborated with cross-functional teams to ensure seamless event execution and positive outcomes.
Head Waitress
Park Hyatt Zürich
02.2014 - 09.2014
- Supervised server staff and simultaneously served personal section of tables.
- Maintained a clean and inviting dining area to enhance overall guest experience at the restaurant.
- Developed strong relationships with regular customers, fostering loyalty to the establishment.
- Trained new staff members on restaurant policies, procedures, and customer service standards.
- Contributed to revenue growth by upselling menu items when appropriate without compromising integrity or guest satisfaction.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
Restaurant Apprentice
Van der Valk Airport Hotel
09.2011 - 01.2014
- Worked under guidance of experienced professionals to learn trade best practices and techniques.
- Demonstrated eagerness to learn by asking questions and seeking clarification when necessary.
- Received constructive feedback from mentors, leading to improved performance and increased knowledge.
- Collaborated with cross-functional teams to ensure project requirements were met with high standards.
- Gaining early leadership in the bar and restaurant.
Education
Advanced Diploma of Event Management -
Pacific Training Group
Sydney, NSW12.2020
Diploma of Event Management -
Pacific Training Group
Sydney, NSW12.2019
Restaurant specialist apprenticeship -
Albrecht Dürer Berfuskollege
01.2014
High school diploma -
Thomas-Morus-Gymnasium
07.2011
Skills
- Operations management
- Roster management
- Order management
- Customer service management
- Team leadership
- POS systems
- Reservation system implementation
- Hiring and training employees
Certification
- Certified Yoga Teacher
- Certified Reformer Pilates Instructor
Languages
German
Native or Bilingual
English
Full Professional
French
Elementary
Timeline
Cafe Manager
Bar Indigo
10.2018 - Current
Sales Contractor
VMG Global
09.2017 - 09.2018
Hostess & Event Coordinator
Park Hyatt Zürich
10.2014 - 01.2016
Head Waitress
Park Hyatt Zürich
02.2014 - 09.2014
Restaurant Apprentice
Van der Valk Airport Hotel
09.2011 - 01.2014
Diploma of Event Management -
Pacific Training Group
Restaurant specialist apprenticeship -
Albrecht Dürer Berfuskollege
High school diploma -
Thomas-Morus-Gymnasium
Advanced Diploma of Event Management -
Pacific Training Group
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