Yogesh Bhatia

• Managing and overseeing high volume and premium areas driving yearly revenue of $45,000,000-50,000,000
• Driving and implementing strategies across business to minimize cost and drive sustainable business
• Participating across various projects in Crown Melbourne:

- Sevenrooms: customer booking platform

- Qualtrics-NPS: customer relationship management

- Boston Consulting Group: sales/booking strategies

- Galleon: payroll efficiency

- Union Enterprise Agreement: leading EA negotiations

- LQA: implementing assessments across venues

• Collaborated with stakeholders across business to drive efficiencies
• Leading and coaching teams to develop future leaders at Crown
• Innovating ideas and strategies to drive business and stay ahead of competition
• Conducted regular performance evaluations for team members, providing constructive feedback and opportunities for growth
• Resolved customer concerns promptly and professionally, ensuring repeat business and positive word-of-mouth referrals
• Maintained strong relationships with suppliers, ensuring consistent product quality while controlling costs
• Assisted in financial management tasks such as budget planning, forecasting revenue projections, and monitoring expenses closely

• Responsible for the overall Customer Service experience for Conservatory
• Maintaining the highest service standards, level of employee engagement and retaining talents within company and maintaining Forbes 5-star standards
• Managing team of 80 associates and maintaining their rosters in accordance with budgets, Enterprise agreement and business demands
• Submitting monthly forecast for the venue and analysing monthly P&L statement
• Recommending pricing strategies to increase patronage and contribution
• Managing team's absenteeism, annual leave liability and work compensation cases
• Planning and creating opportunities for team to learn and grow
• Maintaining overall presentation of the outlet within the budget and standards
• Implementing both departments SOPs and Sequence of Service and ensuring the team is trained accordingly
• Working alongside F&B manager by regularly reviewing industry trends to be competitive in the market
• Leading a Quality Improvement Team, leadership meetings and focusing daily on attention to details in order to deliver a memorable experience to our guests

• Maintained Forbes 5-star service standards and achieved average score of 89% for 2 years
• Reviewing guest feedback through Medallia and other websites to constantly develop training and learning opportunities for team
• Leading and motivating the team by working alongside with them during service and by leading by example
• Building rapport with our guests to enhance their experience
• Creating opportunities and training plan for management team to learn and grow and to achieve their career goals
• Collaborating with other teams across Crown to run new promotions in the venue
• Working along with management to boost staff morale, team engagement and motivating the team
• Timely submission of Profit and Loss report and justification to Chef and F&B Manager
• Maintaining inventory levels of equipment used in restaurant and other operating supplies

• Responsible for the team's rostering - ensuring 100% compliance with the Enterprise Agreement for 70 employees
• Assisting the Manager with daily operation
• Completing labour planning requirements including but not limited to training and development (Performance Management System and Development Plan)
• Managing guest incidents/feedback in a timely manner and offering reasonable compensation if necessary
• Maintaining a safe work environment (HACCAP, Health and Safety, bar records)
• Supervising booking procedures to maximise covers and guests' experience
• Responsible for conducting KPO's for my supervisors & PMS for EA staff to provide constructive feedback to improve their skills & enhance their capabilities to develop them
• Consistently upgrading our level of service and product in order to exceed our guests' expectations - communicating all revised items to the team and monitoring their delivery
• Coached and developed employees in areas of guest service, food up-sell, performance and service recovery
• Interviewed, selected and trained area supervisors and trainers
• Administered and processed performance appraisals and disciplines
• Created and implemented management and area supervisor labour schedules

• Ensuring maximum guest satisfaction is align with Hyatt international standards
• Oversaw training needs, inventory control, supply orders, and other logistical responsibilities
• Ensured adherence to all official regulations and standards, and passed all safety audit
• Meeting the budget and forecast for the month
• Maintaining occupational health and safety standards
• Hiring employees with Open Days
• Assessing selection interviews with potential employees
• Controlling stock up to par level
• Planned and worked to budgets, maximised profits, administered payrolls
• Recruited new staff, trained and developed existing staff, coordinated staff schedules
• Handled customer complaints and queries
• Devised and implemented marketing and promotional campaigns
• Preparing reports and other performance analysis documentation

• Making decisions on a regular basis in favour of the team and the department
• To adhere to the established operating expenses and that all costs are controlled
• To assist in effective payroll control
• To assist the manager in efficiently managing Event Service by providing professional service constantly
• To regularly provide training to staff to increase their knowledge as a departmental trainer
• To liaise with the kitchen and Sales and Marketing team to lead an event successfully
• To maintain a good rapport with past and current clients
• To ensure OH&S requirements are implemented and maintained
• Negotiating effectively with clients to improve function timings