Summary
Overview
Work History
Skills
Awards
Timeline
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Lauren Francis

Summary

Extensive service background has created a personable and proactive individual with strong ability to lead and inspire team members in fast-paced hospitality environment. Possesses a deep understanding of customer service principles and adept at managing daily operations in both front and back of house environments. Committed to driving exceptional guest experiences and operational efficiency in all areas.



Overview

11
11
years of professional experience

Work History

Owner/Operator

Caterpillar Cafe & Canteen
03.2018 - 11.2024
  • Managed day-to-day business operations.
  • Cultivated a positive work environment, leading to higher employee retention rates and overall job satisfaction.
  • Managed financial aspects of the business, including budgeting, forecasting, and controlling costs.
  • Fostered a welcoming atmosphere by maintaining a clean, organized, and visually appealing cafe environment.
  • Kept facility compliant with health codes, sanitation requirements and license regulations.
  • Mentored and trained employees to improve performance and encourage professional growth.

Section Waiter (part-time)

Apollo Restaurant
08.2017 - 02.2018
  • Developed strong product knowledge of menu offerings to provide informed recommendations on dishes according to guests'' preferences or dietary restrictions.
  • Prepared tables before guest arrival by setting up cutlery, napkins, glasses, plates, condiments sets properly aligned.
  • Demonstrated knowledge of wine pairings and beverage options to enhance guests'' dining experience.
  • Adhered to strict safety standards in food handling procedures, contributing to a safe and hygienic dining environment for all patrons.
  • Enhanced customer satisfaction by providing attentive service and anticipating guest needs.
  • Remained calm and poised when dealing with difficult customers or during busy shifts.

Section Waiter (part-time)

Sean's Panorama
01.2017 - 02.2018
  • Provided excellent service during high-volume shifts, maintaining professionalism under pressure.
  • Prepared tables before guest arrival by setting up cutlery, napkins, glasses, plates, condiments sets properly aligned.
  • Enhanced customer satisfaction by providing attentive service and anticipating guest needs.
  • Built rapport with customers, resulting in repeat business and positive feedback for the restaurant.
  • Coordinated seamlessly with other front-of-house staff members such as bartenders, hosts/hostesses ensuring smooth overall service.
  • Quickly reset and cleaned up tables after customers left to enable speedy turnaround and guest flow.

Reservations Manager

Mercado Restaurant
04.2016 - 12.2017
  • Maintained strong relationships with key customers, resulting in repeat business and increased bookings.
  • Enhanced customer satisfaction by efficiently managing reservations and providing exceptional service.
  • Assisted front office staff in managing walk-ins or last-minute changes during peak periods, maintaining smooth operations and guest satisfaction levels.
  • Effectively resolved guest issues related to reservations, resulting in satisfied customers and positive reviews.

Catering & Event Manager

Longrain Restaurant
11.2013 - 04.2016
  • Streamlined event planning processes by implementing efficient project management strategies.
  • Implemented innovative event themes and designs to create memorable experiences for attendees.
  • Managed administrative logistics of events planning, event booking, and event promotions.
  • Collaborated closely with clients throughout the planning process to ensure their vision was accurately reflected in the final event layout.

Skills

  • Operations management
  • Inventory management
  • Strong work ethic
  • Decision-making
  • Customer service
  • Business planning
  • Staff training and development
  • Operations oversight
  • Relationship management
  • Client relationship management
  • Recruiting and hiring

Awards

Lewisham Awards - Winner of New Zealand Bartender of the year, 2004

Selected to work at Hangar 7 Red Bull Salzburg Austria

Represented NZ at 42 Below World Cocktail competition.

Timeline

Owner/Operator

Caterpillar Cafe & Canteen
03.2018 - 11.2024

Section Waiter (part-time)

Apollo Restaurant
08.2017 - 02.2018

Section Waiter (part-time)

Sean's Panorama
01.2017 - 02.2018

Reservations Manager

Mercado Restaurant
04.2016 - 12.2017

Catering & Event Manager

Longrain Restaurant
11.2013 - 04.2016

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Lauren Francis