Eric Han
Auckland,AUK
Summary
Successful Cafe Manager leading, training and motivating employees to consistently exceed targets. Delivers exceptional service to every guest as head of high-performance team dedicated to top-notch customer relations. Competent in business management, marketing and inventory control. Driven leader with strong problem-solving and customer service skills. Dedicated to providing highest level of service to customers and creating pleasant work environment for staff. Knowledgeable in food safety and sanitation protocols. Dynamic professional with demonstrated success in developing and executing innovative marketing strategies to boost sales, while maintaining operational efficiency. Skilled in budget management to reduce costs and maximize profits. Passion for food preparation, providing quality products to customers. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
8
8
years of professional experience
Work History
Cafe Manager
Lux Cafe
07.2021 - 07.2023
- Trained cafe employees to consistently exceed customers' expectations and provide superior service.
- Handled business administration functions such as payroll, cash register counting, and supply ordering.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Filled in for absent employees in any position in cafe, keeping operations efficient even when short-handed.
- Grew cafe sales by effectively marketing business and improving customer relations strategies.
- Secured daily cash by verifying totals and making nightly deposits.
- Introduced new menu items to add variety and selections and meet customer preferences.
- Minimized risks of cross-contamination and infection by directing team members to regularly clean and sanitize surfaces.
- Forecasted demand and scheduled employees effectively to handle coverage needs.
- Oversaw calendar to manage staff schedule and organize shifts for adequate coverage.
- Developed and implemented strategies to promote cafe products and increase sales.
- Managed display products effectively to achieve consistent sales with minimal waste.
- Implemented cost saving measures to reduce operational costs and align with budget.
- Negotiated contracts with suppliers to secure competitive prices for products.
- Created and implemented promotional campaigns to increase customer loyalty.
- Kept cafe in full compliance with health code standards and achieved consistent scores above [Number].
- Motivated staff to perform at peak efficiency and quality.
- Managed staff schedules and maintained adequate coverage for all shifts.
- Oversaw food preparation and monitored safety protocols.
- Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
- Trained staff on proper cooking procedures as well as safety regulations and productivity strategies.
- Maintained effective supply levels by monitoring and reordering food stock and dry goods.
- Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment.
- Purchased food and cultivated strong vendor relationships.
- Inspected equipment and machinery for proper working condition and directed staff to clean and repair as needed.
- Monitored and adjusted pricing, discounts and promotions to maximize profitability.
- Verified prepared food met standards for quality and quantity before serving to customers.
- Reduced health risks and safety hazards by preparing beverage products consistently while creating cleaning schedules, restocking items and sanitizing equipment to adhere to health department standards.
- Developed unique events and special promotions to drive sales.
- Coordinated with catering staff to deliver food services for special events and functions.
- Reduced inaccuracies by carefully counting cash and keeping meticulous records of transactions.
- Implemented effective inventory control systems to reduce food spoilage and waste.
- Analyzed sales data to identify trends and adjust purchasing decisions accordingly.
- Maximized quality assurance by completing frequent line checks.
- Enhanced financial controls to minimize theft and loss risks, continuously maintaining accurate accounts and cash drawers.
Store Manager
Jones The Grocer
07.2017 - 07.2021
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Completed point of sale opening and closing procedures.
- Rotated merchandise and displays to feature new products and promotions.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Assisted with hiring, training and mentoring new staff members.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Approved regular payroll submissions for employees.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
- Supervised guests at front counter, answering questions regarding products.
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
- Developed and implemented successful staff incentive programs to motivate employees.
- Trained new employees on proper protocols and customer service standards.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Trained and guided team members to maintain high productivity and performance metrics.
- Assisted in recruiting, hiring and training of team members.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Reported issues to higher management with great detail.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Mitigated business risks by working closely with staff members and assessing performance.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Reduced operational risks while organizing data to forecast performance trends.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Raised property accuracy and accountability by creating new automated tracking method.
Host Manager
SKYCITY Entertainment Group
02.2015 - 02.2016
- Maintained collaborative relationships with FOH and BOH team members to optimize productivity and provide seamless guest experiences.
- Adhered to cash handling and reconciliation procedures to monitor and control cash and receipts.
- Leveraged technology and social media to better reach and communicate with guests.
- Liaised with dining services leaders to develop and implement systems, policies and procedures.
- Interacted with guests to obtain positive or negative feedback and constructively apply information.
- Achieved objectives in sales, costs, employee retention, food quality, cleanliness and sanitation to maintain guest satisfaction and high-quality customer service.
- Liaised with senior management to attract, develop and retain staff.
- Checked on staff regularly and adjusted workflows, assignments and schedules to stay ahead of expected demand.
- Addressed customer behavior or complaints head-on to maintain smooth and professional operations.
- Monitored tables first-hand by continuously circulating to check on operations and correct deficiencies.
- Maintained customer loyalty to casino with expert and immediate handling of complaints.
- Stayed current on changing tricks and techniques used by players of each game.
- Stayed current on games offered at establishment, as well as ever-changing techniques used by cheaters.
- Interpreted and enforced rules for gameplay and betting limits.
- Coordinated staff schedules, rotations and breaks.
- Monitored gaming operations continuously to check on dealers and players.
- Satisfied VIP clients with complimentary benefits to encourage continued gameplay.
- Helped market casino to target groups to bring in business and sustain continued profits.
- Identified and removed players suspected of cheating in cards or other games.
- Oversaw money banks for tables and coordinated paperwork for transfers.
- Kept games fair by proactively identifying and removing suspected cheaters.
- Issued complimentary rooms, meals and discounts to keep players at property and satisfied for maximum betting.
Education
BBA - Business Administration And Management
Whitireia Polytechnic
Auckland, NZSkills
- Database Maintenance
- Customer Experience Management
- Cafe Operations Management
- Disciplinary Action
- Timekeeping
- Health Department Compliance
- Business Growth Initiatives
- Marketing
- Sales Promotion
- Inventory Accuracy
- Menu Updating
- Finance and Accounting Oversight
- Business Leadership
Timeline
Cafe Manager
Lux Cafe
07.2021 - 07.2023
Store Manager
Jones The Grocer
07.2017 - 07.2021
Host Manager
SKYCITY Entertainment Group
02.2015 - 02.2016
BBA - Business Administration And Management
Whitireia Polytechnic
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