Emma-Jane Atkins
Auckland,AUK
Summary
Professional with strong background in hospitality, restaurant and hotel management. Upbeat and positive, with an engaging personality and a flexible approach ready to drive operational excellence and elevate guest/customer satisfaction.
Skilled in team leadership, conflict resolution, staff training, problem solving abilities, inventory and roster management, staff training, customer service, and financial oversight. Adept at team collaboration, leading staff to meet and exceed goals, and adapting to changing needs.
Always a reliable, valued team leader and team player focusing on delivering exceptional customer experiences and achieving business operational goals.
Overview
20
20
years of professional experience
Work History
Restaurant Duty Manager
21 Days Bar & Brasserie
04.2022 - 12.2024
- Team Leadership- Supervising, training, and motivating staff.
- Customer Service- Ensuring exceptional guest experiences and handling complaints.
- Operations & Finance- Rostering, stock control, budgeting, payroll and sales growth.
- Compliance & Safety-Knowledge of NZ food safety laws and health regulations.
- Certifications & Tech Skills- Manager's Certificate, POS systems, and reservations software.
Hotel, Bar & Restaurant Manager
The Esplanade Hotel, Bar & Restaurant
11.2017 - 02.2022
- Leadership & Team Management- Supervising, training, and motivating staff for smooth operations.
- Customer Service Excellence- Ensuring high standard guest experiences and handling complaints professionally.
- Operations & Financial Management- Managing budgets, stock control, and optimizing revenue.
- Compliance & Health Safety- Knowledge of NZ food safety laws, liquor licensing, and workplace health and safety regulations.
- Technology & Reservations- Proficiency in POS systems, booking software, reservations systems, payroll and reporting tools.
Weddings, Functions & Restaurant Manager
The Esplanade Hotel
01.2016 - 11.2017
- Event Planning & Coordination- Expertise in organizing weddings and functions, managing timelines and budgets.
- Team Leadership- Strong ability to lead and train staff to deliver exceptional service.
- Customer Service Excellence- Focus on creating memorable guest experiences and addressing client needs.
- Operational Management- Proficient in managing restaurant operations, including inventory and cost control.
- Vendor Relations- Experience in liaising with suppliers and vendors for seamless event execution.
Hotel Receptionist & Bookings Agent
The Esplanade Hotel, Bar & Restaurant
03.2015 - 01.2017
- Customer Service- Delivering excellent guest experiences and resolving inquiries.
- Reservation Management- Proficient in booking systems (Siteminder, GDS, Motelmate, Staah).
- Communication Skills- Strong verbal and written communication with guests and staff.
- Attention to Detail- Ensuring accuracy in guest information and billing.
- Multitasking- Effectively managing multiple tasks in a fast-paced environment.
Restaurant Manager
Hebron Rd Restaurant
02.2010 - 03.2015
- Leadership- Proven track record of effectively managing and motivating team members.
- Exceptional Customer Service- Focused on delivering outstanding dining experiences and addressing customer concerns.
- Operational Oversight- Skilled in managing daily restaurant operations, including inventory and cost management.
- Financial Management- Experience in budgeting, sales analysis, and meeting revenue goals.
- Regulatory Compliance- Knowledgeable about food safety regulations and health standards in New Zealand.
Restaurant Supervisor/Duty Manager
Papermoon- Mairangi Bay
04.2005 - 10.2008
- Team Leadership- Overseeing daily operations and managing staff.
- Customer Service- Ensuring exceptional service and guest satisfaction.
- Training- Developing and training new employees.
- Operational Management- Managing inventory, health and safety compliance.
- Problem Solving- Effectively handling customer complaints and issues.
Education
Diploma of Travel and Tourism -
New Zealand School of Tourism And Travel
12.2016
General Managers Licence - Hospitality
ServiceIQ
12.2016
LCQ - License Controller Qualification
ServiceIQ
02.2006
Diploma of Travel and Tourism- Level 5 -
New Zealand School of Tourism and Travel
12.2000
Completed High School -
Takapuna Grammar School
12.1999
Skills
- Effective Multitasking
- Professional Appearance
- Cultural Sensitivity
- Guest Services/Relations Management and Complaint Resolution
- Staff Scheduling, Training and Mentoring
- Reservations Management
- Food and Beverage Operations
- Telephone Etiquette
- Property Management Systems
- Social Media Networking and Marketing
- Customer Service
- Computer Skills
- Hotel Operational Efficiency
- Teamwork and Leadership
Timeline
Restaurant Duty Manager
21 Days Bar & Brasserie
04.2022 - 12.2024
Hotel, Bar & Restaurant Manager
The Esplanade Hotel, Bar & Restaurant
11.2017 - 02.2022
Weddings, Functions & Restaurant Manager
The Esplanade Hotel
01.2016 - 11.2017
Hotel Receptionist & Bookings Agent
The Esplanade Hotel, Bar & Restaurant
03.2015 - 01.2017
Restaurant Manager
Hebron Rd Restaurant
02.2010 - 03.2015
Restaurant Supervisor/Duty Manager
Papermoon- Mairangi Bay
04.2005 - 10.2008
General Managers Licence - Hospitality
ServiceIQ
Diploma of Travel and Tourism- Level 5 -
New Zealand School of Tourism and Travel
Diploma of Travel and Tourism -
New Zealand School of Tourism And Travel
LCQ - License Controller Qualification
ServiceIQ
Completed High School -
Takapuna Grammar School
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