Mason Phan
Auckland
Summary
With more than 5 years in hospitality industry, I am considered myself as a reliable leader with strong interpersonal skills, flexibility in the face of busy operations and passion for process improvement.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Experience Manager
Compass Group New Zealand
09.2025 - Current
- Developed customer feedback systems to enhance service delivery and drive satisfaction improvements.
- Collaborated with cross-functional teams to streamline communication between departments, improving response times.
- Led training sessions for staff on best practices in customer engagement and issue resolution techniques.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Conducted regular performance reviews with team members, fostering professional growth and development.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Stock control and Cash Handling
Retail Store Manager
Compass Group New Zealand
01.2025 - 08.2025
- Lead daily store operations, ensuring high standards of customer service and product availability between 3 shops (Fernleaf Hotshots Store, Fernleaf Cafe, Fernleaf Tamaki Cafe)
- Maintained a clean and organized store appearance to enhance the overall shopping experience for customers.
- Managed inventory control processes, optimizing stock levels to reduce waste and improve efficiency, as well as cash handling
- Trained and mentored team members, fostering a culture of collaboration and continuous improvement.
- Ensured compliance with health and safety regulations, maintaining a safe shopping environment for customers and staff.
- Well-trained on ordering and approving invoices system (SAP, VIM Operations)
Bar Supervisor
Compass Group New Zealand
02.2024 - 12.2024
- Allocate sections to bar staff.
- Handle stock ordering for both Junior Rates and Senior Rates Bar.
- Report any issues related to quality, service, or cleaning standards to the manager.
- Ensure alcohol service adheres to legal regulations.
- Motivate staff to deliver exceptional customer service within established guidelines.
- Complete all required reports for both bars.
- Supervised daily operations, ensuring compliance with health and safety regulations.
- Trained and mentored junior staff on bartending techniques and customer service excellence.
- Managed inventory levels, optimizing stock control and minimizing waste.
Store Manager
Hollywood Bakery & Espresso Rosebank
05.2021 - 09.2024
- Recruit, select, train, schedule and discipline employees
- Contribute operations information and recommendations to strategic plans and reviews
- Maximizing customer satisfaction and responding to customer complaints
- Managing daily front and back of house restaurant operations
- Ensuring all cash outs are completed correctly at the end of the day
- Controlling operational costs and finding ways to reduce waste
- Reviewing menus with chefs to ensure food quality standards are being met. Be creative on special/ event menus such as Pink Ribbons charity event or Lunar New Year eve, etc.
- Quality coffee making in fast paced environment.
Education
Bachelor of Business Administration -
Hanoi University
Diploma in Hospitality Management - undefined
Aspire2 International Auckland
Skills
- Microsoft Word, Excel and Power-point
- Marketing and Advertising
- Expertise in specialty coffee
- Program improvement
- Performance evaluations
- Training and onboarding
- Decision-making
- Staff management
Certification
- General Manager certificate
- LCQ
Language
Vietnamese
English
Timeline
Customer Experience Manager
Compass Group New Zealand
09.2025 - Current
Retail Store Manager
Compass Group New Zealand
01.2025 - 08.2025
Bar Supervisor
Compass Group New Zealand
02.2024 - 12.2024
Store Manager
Hollywood Bakery & Espresso Rosebank
05.2021 - 09.2024
Diploma in Hospitality Management - undefined
Aspire2 International Auckland
Bachelor of Business Administration -
Hanoi University