Toby Laing

I currently manage the operation of a successful wood fired restaurant, overseeing a team of 10+ staff. I co-ordinate all procedures in relation to production and customer service in adherence to store compliance

• Key duties include leadership and team management, recruiting, training, and supervising a diverse staff base, providing clear guidance, setting performance standards, and conducting performance evaluations
• Upholding and influencing consistency in customer service excellence, maintaining high levels of customer satisfaction
• Operation management, insuring the smooth functioning of the business, including overseeing daily operations, from opening to closing
• Developing streamlined operational procedures across the business
• Overseeing inventory levels and managing supplier relationships
• Financial management, managing budgets, wages, controlling costs, and closely tracking revenue and financial performance
• Upholding compliance with health and safety regulations
• Enforcing safety measures, identifying risks and reducing workplace harm
• Strategically delegating work to staff, setting lists, priorities and goals
• Using design background knowledge to update menus, store graphics and promotional materials
• Managing kitchen, cooking, monitoring appliance temperatures, preparing meals, completing prep targets with full section set up and break down

Entering this role with front of house experience, i quickly progressed to a management role with a team of 13+ staff within a 100 seat venue.

Having shown dedication to improving the flagship restaurant sales and maintaining robust kitchen procedures, i was asked to relocate to Melbourne

• Ensured compliance with all food safety regulations and sanitation standards
• Resolved and investigated complaints regarding service, and food quality
• Collaborated with local businesses to create mutually beneficial partnerships.
• Continuously coached staff on strategies to enhance performance and improve customer relations
• Completing daily prep targets with team delegation

• Key duties include customer service, waiting tables, barista style coffee making, maintaining high levels of service, and cash handling.
• Maximized profit and revenue through upselling and cross-selling techniques
• Trained front-of-house staff on restaurant policies and procedures, guest service techniques and communication skills to promote positive experiences.
• Inspected dining and serving areas for cleanliness and proper setup.
• Managed reservations system including taking reservations over phone or online booking systems.
• Directed front of house operations to deliver positive guest experiences through friendly service and attention to guest needs.

• Trained staff on new systems to maximize benefits of technology and achieve excellent customer satisfaction levels
• Oversaw and assessed customer service staff activities to provide personnel with regular performance-related feedback
• Answered phone calls and responded to questions and concerns
• Delegated work to staff, setting priorities and goals.
• Maintained knowledge of company products and services to promptly resolve complaints and concerns.

• Provided customer service in a courteous and professional manner.
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
• Scheduled service appointment to resolve complex, site-specific issues.
• Ad/Hoc tasks with laboring
• Resolved issues in collaboration with regional mail officers