Louise De La Rue
Campbells Beach,Warkworth
Summary
I have been in Customer Service and Hospitality for 25 years. Although my experience has been predominantly in the Food and Beverage Industry, a major part of this, and most importantly to me, was to ensure that all customers
Overview
6
6
years of professional experience
Work History
Duty Manager
Matakana Village Pub
Matakana, Warkworth
10.2023 - Current
- Duty Manager - with other Duty Managers, worked to efficiently and cohesively run the venue on a daily basis.
- Provided ongoing training to address staff needs.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Delegated work to staff, setting goals and high standards of customer service.
- Trained new employees to meet job requirements.
- Responded promptly to any emergency situations that arose during shifts.
Duty Manager and Assistast Venue Manager
Bamboo Canteen
Warkworth, Warkworth
09.2023 - 10.2023
- Established and enforced clear goals to keep employees working collaboratively.
- Provided training sessions for new staff members on company policies and procedures.
- Ensured adherence to health and safety regulations throughout the premises.
- Produced thorough, accurate and timely reports of daily sales and KPIs.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Proposed or approved modifications to procedures and policies.
- Scheduled and organized daily shift rotations for a team of up to 15 employees.
- Delegated tasks appropriately amongst team members according to individual skillsets.
- Delegated work to staff, setting priorities and goals.
- Created positive work environment for employees and delivered exceptional customer service.
- Maintained accurate records of staff attendance, sales figures and stock levels.
- Investigated customer complaints in a timely manner, resolving issues efficiently.
- Completed daily reports detailing sales figures and staff performance metrics.
- Developed and implemented strategies to improve customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Supervised cash handling procedures, ensuring that all transactions were processed accurately.
Duty Manager and Assistant Venue Manager
Warkworth Hotel
Warkworth, Warkworth
02.2021 - 09.2023
- Established and enforced clear goals to keep employees working collaboratively.
- Provided training sessions for new staff members on company policies and procedures.
- Ensured adherence to health and safety regulations throughout the premises.
- Produced thorough, accurate and timely reports of daily sales and KPIs.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Proposed and helped implement modifications to procedures and policies.
- Scheduled and organized daily shift rotations for a team of up to 15 employees.
- Delegated tasks appropriately amongst team members according to individual skillsets and delegated work to staff, setting priorities and goals.
- Created positive work environment for employees and delivered exceptional customer service.
- Maintained accurate records of staff attendance, sales figures and stock levels.
- Investigated customer complaints in a timely manner, resolving issues efficiently.
- Completed daily reports detailing sales figures and staff performance metrics.
- Developed and implemented strategies to improve customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Supervised cash handling procedures, ensuring that all transactions were processed accurately.
- Liaised with other departments to ensure seamless operations across the organization.
- Resolved customer complaints and helped adjust policies to meet changing needs.
- Collaborated with upper management to improve productivity of operations.
- Monitored performance of staff members, offering advice where appropriate.
- Monitored employee productivity to provide constructive feedback and coaching.
- Helped improve customer service, quality assurance and service speed by helping to develop and implement successful solutions.
- Trained new employees to meet job requirements.
- Coordinated employee schedules according to shift changes and availability.
- Identified and corrected performance and personnel issues to reduce impact to business operations.
- Took care of customer problems escalated by other staff members.
- Assigned work and monitored performance of staff.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company procedures.
- Maintained professionalism in customer interactions, answered concerns and resolved problems with friendly and knowledgeable approach.
- Conducted regular inventory checks to ensure adequate stock levels were maintained at all times.
- Responded to customer questions regarding products, prices and availability.
- Complied with company policies, objectives and communication goals.
- Handled employee problems in absence of general manager.
- Ensured compliance with local licensing laws and regulations relating to serving alcohol.
- Assisted with customer requests and answered questions to improve satisfaction.
- Recognized by management for providing exceptional customer service.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Collaborated with others to discuss new opportunities.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Completed day-to-day duties accurately and efficiently.
- Modified and updated existing software systems to enhance performance and add new features.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Identified needs of customers promptly and efficiently.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Managed inventory of supplies and equipment needed to operate the venue effectively.
- Adhered to applicable laws and regulations regarding health and safety standards at the venue.
- Oversaw events hosted for average of 10 - 15 people and facilitated bi-weekly networking meetings
- Resolved customer complaints quickly while maintaining a professional demeanor.
- Supervised team members on daily tasks; provided feedback and guidance when needed.
- Maintained accurate financial records related to revenue, expenses, payroll.
- Developed customer service protocols to ensure a positive experience for guests.
- Resolved customer complaints regarding worker performance or services rendered.
- Completed reports summarizing key performance indicators for senior management review.
Head Chef and Food Control Plan Manager
Columbus Cafe - Mitre 10 Mega
Warkworth, Warkworth
11.2017 - 05.2020
- Established portion control guidelines to reduce waste and maximize profits.
- Developed and maintained a daily/weekly/monthly cleaning schedule in line with Government/Council requirements.
- Monitored quality, presentation and quantities of plated food across line.
- Ensured compliance with health department regulations regarding hygiene and sanitation practices.
- Liaised with vendors to purchase optimal recipe ingredients at cost-effective rates.
- Inspected ingredients and equipment to ensure they meet quality standards.
- Supervised food preparation staff to deliver high-quality results.
- Developed recipes and menus to meet consumer demand and align with culinary trends.
- Suggested and prepared promotional dishes according to ingredient availability and customer preferences.
- Assessed inventory levels and placed orders to replenish goods before supplies depleted.
- Streamlined kitchen processes to shorten wait times and serve additional guests.
- Supervised the preparation of meals according to customer orders in a timely manner.
- Trained kitchen workers on culinary techniques.
- Developed menus and recipes for a variety of dishes, including appetizers, entrees, desserts, and specialty items.
- Oversaw inventory and ordered ingredients to restock freezers, fridges and pantry.
- Coordinated with suppliers to negotiate favorable prices on bulk purchases of food items.
- Ordered food supplies from vendors to maintain adequate stock levels.
- Planned and prepared food product orders to maintain appropriate stock levels.
- Prepared variety of foods according to exact instructions and recipe specifications.
- Communicated effectively with wait staff regarding patron food allergies and dietary restrictions.
- Helped management stay on top of supply needs by sharing information about low or spoiled inventory.
- Organized special events such as banquets or catering services when required.
- Organized kitchen staff to ensure efficient operations during peak service hours.
- Monitored temperatures of prepared food and cold-storage areas.
- Addressed customer complaints promptly and professionally while maintaining high standards of customer service.
- Analyzed financial data related to labor costs, inventory expenses, and menu pricing changes, making recommendations as needed.
- Checked quality of food products to meet high standards.
- Monitored kitchen area and staff to maintain overall safety and establish proper food handling techniques.
- Analyzed recipes to determine menu prices based on cost of food, labor and overhead.
- Maintained accurate records of inventory, sales, labor costs, and other operational costs.
- Built and managed relationships with local vendors to obtain fresh, quality ingredients at cost-effective prices.
- Created tasty dishes using popular recipes, delighting patrons and generating return business.
- Monitored food production to guarantee quality standards were met.
- Developed innovative recipes to suit complicated dietary requirements for customers.
- Delegated tasks for kitchen employees and developed staff teams to streamline food preparation procedures.
- Resolved conflicts between kitchen staff members in a professional manner.
- Prepared workstations with ingredients and tools to increase efficiency.
- Used proper cleaning supplies and methods to disinfect counters where raw meat, poultry, fish and eggs had been prepared.
- Performed regular maintenance tasks such as cleaning equipment, utensils, floors, walls, ensuring that all areas are kept clean and sanitary at all times.
- Experimented with various ingredients and cooking techniques to develop new and flavorful dishes for customers.
- Supervised specialty dish preparation to satisfy customer requests and cater to various dietary needs.
- Observed food safety and sanitation protocols to reduce germ spread.
- Distributed food to service staff for prompt delivery to customers.
- Conducted daily line-checks of all products used in meal preparation for freshness and quality assurance.
- Regularly interacted with guests to obtain feedback on product quality and service levels.
- Trained new kitchen staff in food safety regulations and proper cooking techniques.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Maintained updated knowledge through continuing education and advanced training.
- Assisted with customer requests and answered questions to improve satisfaction.
- Completed day-to-day duties accurately and efficiently.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Recognized by management for providing exceptional customer service.
- Collaborated with others to discuss new opportunities.
- Coached, mentored and trained team members in order to improve their job performance.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Monitored staff performance and addressed issues.
- Trained employees on additional job positions to maintain coverage of roles.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Implemented new technologies to streamline operations, reduce costs, and improve customer service.
- Created training modules and documentation to train staff.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
- Recruited and trained new employees to meet job requirements.
- Delegated work to staff, setting priorities and goals.
- Identified needs of customers promptly and efficiently.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Education
High School Diploma -
St Peters College
Palmerston North, NZ11-1998
Skills
- Customer Service
- Inventory Management
- Team Supervision
- Cash Management
- Goal Setting
- Time Management
- Work Planning and Organization
- Relationship Building
- Policy Enforcement
- Staff Scheduling
- Service Management
- Staff Training
- Health and Safety Compliance
- Verbal and Written Communication
- Staff Training and Development
- New Employee Training
- Customer Communication
- Attention to Detail
Timeline
Duty Manager
Matakana Village Pub
10.2023 - Current
Duty Manager and Assistast Venue Manager
Bamboo Canteen
09.2023 - 10.2023
Duty Manager and Assistant Venue Manager
Warkworth Hotel
02.2021 - 09.2023
Head Chef and Food Control Plan Manager
Columbus Cafe - Mitre 10 Mega
11.2017 - 05.2020
High School Diploma -
St Peters College
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