Summary
Overview
Work History
Education
Skills
Timeline
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Emily Cass

Wellington,WGN

Summary

Results-driven hospitality professional with a passion for delivering exceptional customer experiences and a proven track record of managing diverse teams in fast-paced environments. Recognized for adaptability, strong communication, and leadership skills, I am now seeking to transition my expertise into business roles.

With a solid foundation in hospitality, I bring a unique blend of operational excellence and a customer-centric mindset. My ability to thrive under pressure, identify opportunities for improvement, and drive day-to-day operations positions me as a valuable asset in a business setting.

Known for building and maintaining positive relationships with both clients and colleagues, I am eager to leverage my hospitality background to contribute strategically to business growth. My commitment to continuous learning and staying abreast of industry trends reflects a forward-thinking approach that aligns with the dynamic nature of the business world.

In pursuit of a career transition, I am excited about applying my skills to drive operational efficiency, foster a collaborative work culture, and contribute meaningfully to the success of a business venture. With a focus on innovation and productivity enhancement, I am confident in my ability to bring a fresh perspective to business operations and contribute to sustainable growth.

Overview

3
3
years of professional experience

Work History

Hospitality Manager

Generator New Zealand
04.2023 - Current
  • Responded to incoming customers, telephone calls and email inquiries with efficiency and professionalism.
  • Investigated customer challenges and sources of dissatisfaction to offer timely resolution.
  • Filed incident reports and handled inappropriate behaviour to document problems and disturbances.
  • Implemented successful strategies to increase customer satisfaction.
  • Maintained consistent positive customer feedback.
  • Developed relationships with suppliers and vendors leading to special volume pricing discounts and availability.
  • Developed unique events and special promotions to drive sales.

Barista

Coffix
07.2022 - 04.2023
  • Maintained regular and consistent attendance and punctuality.
  • Recommended products based on solid understanding of individual customer needs and preferences.
  • Trained new team members with positive reinforcement and respectful, encouraging coaching.
  • Elevated customer loyalty by using strong communication abilities to resolve customer problems.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.

FOH Team Member

FFD, Chow
10.2020 - 05.2021
  • Established welcoming atmosphere by greeting each guest warmly.
  • Worked with POS system to place orders, manage bills, and handle complimentary items.
  • Resolved customer complaints promptly and professionally to maintain positive reputation.
  • Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
  • Greeted and seated upwards of 300 customers a night
  • Checked guests' identification before serving alcoholic beverages.

Education

NCEA Level 3 -

Wellington Girls' College
Wellington, NZ
12.2020

Skills

  • Effective communication
  • Expense Reports
  • Revenue management
  • Customer service excellence
  • Event planning and coordination
  • Marketing and promotions
  • Meeting planning
  • Upselling techniques
  • Time management
  • MS Office
  • Front office management
  • Teamwork and Leadership
  • Operational Efficiency

Timeline

Hospitality Manager

Generator New Zealand
04.2023 - Current

Barista

Coffix
07.2022 - 04.2023

FOH Team Member

FFD, Chow
10.2020 - 05.2021

NCEA Level 3 -

Wellington Girls' College
Emily Cass