Summary
Overview
Work History
Skills
Training
References
Timeline
Generic

TRISH NEVILLE

Chermside,QLD

Summary

A passionate, dedicated Operations Manager with a proven track record of managing and supporting cross- functional accounts throughout Sydney and Brisbane venues to create high-end hospitality service. Strong interpersonal & communication skills, to have the ability to observe, acknowledge, identify and deal with customers and colleagues on all levels.

Overview

23
23
years of professional experience

Work History

Operations Manager

Industry Beans
Brisbane & Sydney, QLD
07.2024 - Current
  • Managing 4 cafes in Brisbane and Sydney.
  • Implemented policies and standard operating procedures and managed quality, customer service and logistics.
  • Formed and sustained strategic relationships with staff, board and clients.
  • Collaborated with team leaders on quality audits.
  • Created detailed reports on the performance of individual departments within operations.
  • Guided employees on understanding and meeting changing customer needs and expectations.
  • Built strong operational teams to meet process and production demands.
  • Coordinated with other departments including sales, marketing, finance, human resources. to ensure efficient operations.
  • Implemented campaigns and promotions to help with developing goods and services.
  • Analyzed data from daily reports to identify trends in production performance metrics.
  • Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
  • Implemented successful business strategies to increase revenue and target new markets.
  • Conducted regular reviews of existing policies and procedures for continuous improvement opportunities.
  • Monitored and improved efficiency of processes, team performance, and customer service.
  • Delivered positive customer experiences by implementing effective quality assurance practices.
  • Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
  • Managed scheduling, training and inventory control.
  • Improved morale and management communication by creating employee recognition and rewards practices.

Account Manager

Trippas White Group
Brisbane , QLD
01.2022 - 07.2024
  • Manage and lead a portfolio of seven venues and over 100 staff.
  • Monthly P&L reports and meetings with clients.
  • Managing and creating budgets for all sites.
  • Work closely with the marketing team to implement strategies to increase sales profit.
  • Ongoing work with venues and their teams to enhance the guest experience with face-to-face training.
  • Inspire and guide both back-of-house and front-of-house teams to improve food quality, and have an eye for detail.
  • Ensuring WHS, compliance, food safety, and toolbox meetings are being conducted.

Venue Manager

Trippas White Group
Mary Mae's, QLD
01.2017 - 01.2022
  • Increasing profit by 120% within four months by returning clientele, raising the standard of customer service, improving the menu, and changing the service style.
  • Promoting the venue to be dog-friendly, and now having live music on weekends, has improved the atmosphere and increased return guests to the venue.
  • Ordering and implementing par levels, stock control, and invoicing.
  • Staff training for FOH and BOH.
  • Analyzing and producing daily and weekly reports, providing accurate profit and loss statements for the cost of goods, labor costs, and the breakdown of staff, specials, and promotions.
  • Being able to maintain labor, supplies, equipment, food, and beverage costs and expenses in line with weekly, monthly, and yearly budgets.
  • Fortnightly Work In Progress meetings with the powerhouse regarding general operations, maintenance, menus, security, events, RSA, staff, and upcoming theatre, etc.
  • Improving the social media reviews on Facebook from 2.6 to 4.3.
  • Implementing a new menu, structure, team, and service style.
  • Implemented job descriptions and vision plans for FOH and BOH.
  • Introduced Christmas Day lunch with two sessions (sold out) in the first year.

Area Venue Manager- Licensee

Trippas White Group
Botanic Garden And Caylx , NSW
06.2015 - 01.2022
  • Wining Contemporary Restaurant of the year, in my second year was an amazing achievement
  • Bringing the face book and trip advisor reviews from 2.0 to 4.2
  • Training and developing all staff to me flexible and skilled, gave me the opportunity to move to Brisbane
  • Monthly Work In Progress meetings with the powerhouse regarding general operations, maintenance, menus, security, events, RSA, staff and upcoming events
  • NYE is now being sold out by September - great service and amazing food
  • ($500 per ticket)
  • Manage security and hosts to manage crowd control for 800+ events, ensuring that alcohol and venue licensing regulations are in place during such events, and that floor managers, supervisors, and all relevant personnel are capable of carrying out RSA training.
  • Amazing events introduced: Tomato festival, wedding, and corporate family Xmas Day, NYE, VIVID, etc. These events now have a great following.

Venue Manager-Licensee

Fresh Catering
Sydney Theatre Company , NSW
01.2013 - 06.2015
  • Increasing profit by 35% within 12 months by returning clientele, researching better products, raising the standard of customer service, and improving menu pricing in conjunction with suppliers.
  • Creating staff training sessions regularly for the FOH and the kitchen. To ensure all members of the team are working toward achieving great customer service skills and rapport with new and regular clientele.
  • Understanding the rules and regulations when it comes to licensing and building relationships with the Liquor Gaming Authority, local police, and local residents.
  • Within four months of operating at the Sydney Theatre Company, we were number three in the top ten best bars in Sydney, with a view of Urban Society.
  • Currently working with a small team of 25 staff members, all of whom we have grown to be diverse and independent workers, improving and increasing their skills, and always showing initiative to gain new work and life skills.
  • Introduced $10 staff meals for all STC staff (over 150 employees), it has produced a real relationship between Fresh Catering and STC; you wouldn't know we were external caterers.
  • Fortnightly Work In Progress meetings with STC regarding general operations, maintenance, menus, security, events, RSA, staff, and upcoming theatre, etc.
  • Analyzing and producing weekly reports, providing accurate profit and loss statements for the cost of goods, labor costs, and the breakdown of staff, specials, and promotions.
  • Being able to maintain labor, supplies, equipment, food, and beverage costs and expenses in line with weekly, monthly, and yearly budgets.
  • Communicating with managers and head chefs weekly and monthly, with proven results to show by working with said individuals to achieve budgeted profits.
  • Ability to develop, implement, and maintain proactive company guidelines for workplace health and safety, limiting the risk of injury and the group's exposure to legal ramifications.
  • The ability to share new knowledge and educate all service staff on new menus, beverages, and product quality, as introduced by the venue chef or management.
  • The ability to manage par stocks of beverages is required to operate equipment as per venue/company standards.
  • Procedures for cost control and quality standards of the venue's beverage service are maintained.

Operations Manager- Meetings & Events

Merivale Group
Ivy And Establishment , NSW
01.2009 - 01.2013
  • Commenced employment with Merivale Meetings & Events (Ivy & Establishment) as Floor Manager, promoted to Venue Manager at Ivy after 6 months of dedicated work
  • An additional promotion to operations Manager was granted at Ivy after another 6 months of dedicated work
  • Overall management of 120+ staff which included but not limited to Floor Managers, Supervisors, Team Leaders, logistics manager, food and beverage waiters, bar staff, bar backs, cellarman
  • Liaising with the department Head of Meetings and Events, Group Operations Manager, Event Planners and Executive Chef on a weekly basis in regards to pre and post event planning and logistics
  • Taking responsibility for managing all operational aspects in order to improve and maintain exceptional service standards and strong communication ties across the group
  • Liaise with the General Manager on all financial aspects of the operation to assist in the preparation of budgets and forecasts for our department
  • Manage security and hosts to manage crowd control for 1000+ events, ensuring alcohol and venue licensing regulations are in place during such events and that floor managers, supervisors and all relevant personnel are capable of carrying out RSA training
  • Introduced and implemented a training and induction program that provides knowledge to all new casual employees, Team Leaders, and Supervisors across Ivy and Establishment in the meetings and events Department
  • Encourage and enforce positive employee engagement, staff initiatives, skills development opportunities, strong communication of brand message and service standards, as well as on the job training
  • Staff incentives put in place such as, staff member of the month vouchers, management bonuses and entitlements to show appreciation towards hard work
  • Provide weekly labour costs and forecasts, weekly and monthly profit and loss statements, monthly reports for general planning objectives, marketing, and promotions
  • Rostering for 120+ staff including floor, hosts, and cleaning rosters across 5 different areas in the building for multiple events over breakfast, lunch and dinner
  • Organisation of hiring agency staff for events when required
  • Identifies and controls maintenance issues across all event spaces within the building

Catering Operations Manager

Luna Park Sydney
Luna Park And The Big Top, NSW
02.2007 - 01.2009
  • Manager for 5 food & beverage outlets and 2 bars
  • Role also included the organization of all food and beverage of large events such as Movember, NYE, music concerts/festivals held in the Big Top
  • Setting up all mobile bars and food venue within the park and the big top
  • Managing events with up to 10,000+ people in attendance, during school holidays saw an average of 5,000 people daily whilst managing and inducing staff of over 120
  • Meeting and achieving of sales targets and profit margins
  • Implementing HACCP and passing all audits
  • Liaison with Corporate clients, Professional Conference Organizers, and general public from the initial consultation, quotation, event planning, production of events orders, briefing of all operation staff, meet and greet major clients, event follow up, invoicing, and payments
  • Producing weekly financial and monthly reports

Retail Manager

Compass Group
Taronga Zoo, NSW
01.2002 - 02.2007
  • Managing 11 in-ground food and beverage outlets, and also including all in-ground events.
  • Consistently exceeded targets and budgets.
  • Managed all retail rostering and payroll for 100 staff.
  • Recruitment and training of all food and beverage staff.
  • Implementing new seasonal menus throughout the year.
  • Introduced children's birthday parties, which included a seal encounter.
  • Catering for all twilight concerts, raw, and snore, and tours.

Skills

  • Multi-site operations
  • On-site Project and Event Coordination
  • Forecasting and scheduling
  • Hands-on problem solving
  • Communication
  • Time management
  • Employee Training and Mentoring
  • Teamwork
  • Motivation and Leadership
  • Strong eye for detail
  • Improving venue produce and product standards
  • Staff training
  • Client relations
  • Cross-functional communication
  • Process improvement strategies

Training

  • Responsible Management of Licensed Venues (RMLV) licensee
  • Responsible Service of Alcohol (RSA) holder
  • OH&E Consultant Certificate
  • Sales & Customer Service
  • Front Line Customer Service (Management)
  • Train the Trainer
  • Workplace Trainer - Prepare, Deliver & Review Training (CTI)
  • St John's Ambulance First Aid Certificate
  • Navigating Operational Challenges & Venue Logistics
  • Adapt communication styles to suit various situations.
  • Foster an engaged team culture through trust, respect, effective communication, and setting high expectations.
  • Key account management
  • Negotiating skills
  • Leading with emotional intelligence

References

References available upon request.

Timeline

Operations Manager

Industry Beans
07.2024 - Current

Account Manager

Trippas White Group
01.2022 - 07.2024

Venue Manager

Trippas White Group
01.2017 - 01.2022

Area Venue Manager- Licensee

Trippas White Group
06.2015 - 01.2022

Venue Manager-Licensee

Fresh Catering
01.2013 - 06.2015

Operations Manager- Meetings & Events

Merivale Group
01.2009 - 01.2013

Catering Operations Manager

Luna Park Sydney
02.2007 - 01.2009

Retail Manager

Compass Group
01.2002 - 02.2007

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