Wendy Broks
Langwarrin,Vic
Summary
I’m a dedicated and hardworking professional with more than 20 years of hospitality management experience. I’m a highly proactive worker with a background including sales, staff training and development, administration, and customer service in fast-paced settings. Demonstrated team leader with excellent staff management skills, strong problem-solving and customer service skills. Dedicated to providing highest level of service to customers and creating pleasant work environment for staff. I’m a detail-oriented team player with strong organizational skills. With the ability to handle multiple projects simultaneously with a high degree of accuracy.
I’d like to seek and maintain a part-time or full-time position that offers professional challenges and gives me the opportunity to use all my skills and grow within the right company.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Restaurant Manager (FOH Manager)
Frankston RSL
183 Cranbourne Rd Frankston
10.2006 - Current
- Started off as a casual waitress in 2006, and then moved my way up quickly to full time bistro supervisor 2007, bistro manager 2013 then foh manager in 2015
- Manage a team of 25-30 staff
- Manage the RSL bistro, other restaurant named CP, two function rooms, cafe and food truck
- Carefully interviewed, selected, trained, and supervised staff that worked within my department
- Effectively managed all rostering and timesheets, helped with payroll and paperwork for new hires and terminations.
- Optimized labor costs by closely monitoring rosters, adjusting staffing levels according to business needs, and employing staff that can be cross-trained
- Implemented staff training programs, improving employee performance and team cohesion.
- Plan, organise, run , report and review, on all the big events in the year that’s held within FOH. EG Christmas, Anzac Day, Mothers Day, Melb Cup Day
- Maintained and organised everything to do with the running of the bistro, CP, functions, food truck and cafe
- Administration duties including budgeting and working with lots of different computer programs
- Communicates with my supervisors and team all upcoming promos, events, changes to policy, important information
- Created a great bond with all my team which leads to many staying employed within the foh department or moving within our rsl for years and years.
- Professionally dealing with any in-house staff conflicts or issues respectfully, confidentiality and efficiently.
- Improved overall customer satisfaction by implementing new service standards and staff training programs.
- Managed daily operations to ensure a high level of efficiency, consistency, and quality in both food and service.
- Led and directed team members on effective methods, operations, and procedures.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Quickly identified problem situations and skillfully resolved incidents to satisfaction of involved parties.
- Monitored inventory of supplies and purchased orders to maintain adequate stock levels.
- Reduced staff turnover rate with effective leadership, open communication, and employee development opportunities.
- Collaborated with the executive chef on menu development, ensuring diverse options that catered to various dietary needs.
Sales Assistant
Subway
Frankston South
11.2002 - 06.2006
- Started as a casual while in year 11 at high school, continued as a casual while studied at tafe, then went full time.
- Trained new hires on company policies, procedures, sales tactics helping them integrate seamlessly into the team.
- Ordered and managed food stock to ensure optimal stock levels, minimizing overstock and out-of-stock situations.
- Maintained and monitored an effective cleaning schedule
- Increased sales by building strong customer relationships and providing excellent service.
- Boosted store revenue through upselling
- Enhanced customer satisfaction with personalized product recommendations based on their needs and preferences.
- Collaborated with team members to achieve a cohesive and efficient store environment.
- Handled customer inquiries, complaints, and returns professionally, ensuring a positive experience for all clients.
- Processed transactions accurately while maintaining a high level of customer service.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
Education
Certificate IV - Training And Assessment (TAE40110)
**FS Learning
Frankston, VIC06.2012
Diploma - Hospitality Management
**Chisholm Institute
Frankston, VIC06.2005
Certificate IV - Hospitality Supervision
**Chisholm Institute
Frankston, VIC12.2004
VCE Year 12 Completed -
**Frankston High School
Frankston, VIC12.2003
Certificate II - Hospitality Operations
**Chisholm Institute
Frankston, VIC12.2002
Skills
- FOH Operations Management
- Staff Management
- Roster Management
- Recruitment
- Team training
- Administration
- Dependable and Responsible
- Passion for Customer Service
- Fantastic communication in all forms
- Conflict Resolution
- Strong Teamwork Skills
- Adaptable and shows initiative
- Organization and Prioritization
- Effective delegation
- Regulatory Compliance
- Point of Sale System Operation
- Event and Promotion Planning
- Performance Evaluation through praise and feedback
- Decision Making
- Time Management
- Problem-Solving
- Calm Under Pressure
Certification
- First Aid Training - 2023
- CPR Training - 2024
- Working With Children Check- 2024
- RSA - 2024
- Food Handlers - 2023
Accomplishments
2013 Achievement and Recognition Award RSL Victoria.
2010 Staff Member of the Year Frankston RSL.
Additional Information
My interests include baking, going to the movies, gardening and spending time with my family and friends.
References
Rob Morrison- 0437 708 315
Previous General Manager Frankston RSL
Annemaree Kelly- 0407 045 039
Previous Operations Manager Frankston RSL
Lynda Levrington- 0408 172 602
Currant Finance Manager Frankston RSL
Timeline
Restaurant Manager (FOH Manager)
Frankston RSL
10.2006 - Current
Sales Assistant
Subway
11.2002 - 06.2006
Certificate IV - Training And Assessment (TAE40110)
**FS Learning
Diploma - Hospitality Management
**Chisholm Institute
Certificate IV - Hospitality Supervision
**Chisholm Institute
VCE Year 12 Completed -
**Frankston High School
Certificate II - Hospitality Operations
**Chisholm Institute