Martina Racca
Queenstown,NTL
Summary
Experienced hospitality professional ready to lead and manage dynamic cafe environment. Proven track record in enhancing customer satisfaction, streamlining operations, and boosting sales. Strong focus on team collaboration and achieving results, adapting seamlessly to changing needs. Skilled in staff management, inventory control, and ensuring compliance with health and safety standards. Known for reliability, positive attitude, and effective problem-solving abilities.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Duty Manager
Momentos by Lake
Queenstown, OTA
01.2025 - Current
- Trained employees in essential job functions.
- Oversaw inventory management, ordering supplies as needed to maintain adequate stock levels and minimize waste.
- Mentored and supported junior staff members to apply best practices and follow procedures.
- Supervised and coordinated team to provide guidance and support and maximize performance,ensuring efficient operations during peak hours.
Cafe Manager
Cafe Society
Queenstown, OTA
06.2024 - 11.2024
- Oversaw daily cafe operations to maintain smooth workflow in both front-of-house and back-of-house areas.
- Delivered excellent customer service experiences by addressing concerns promptly and professionally.
- Trained cafe employees to consistently exceed customers' expectations and provide superior service.
- Established a welcoming atmosphere, maintaining high standards of cleanliness and presentation throughout the cafe.
- Kept staff motivated with regular feedback sessions, recognition of achievements, and opportunities for professional growth.
- Enhanced team productivity through effective scheduling, task delegation, and performance evaluations.
- Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment.
Assistant Restaurant Manager
Kinross
Queenstown, New Zealand
04.2022 - 09.2023
- Trained new employees and delegated daily tasks and responsibilities.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Assisted with menu development, resulting in a diverse and appealing selection for patrons.
- Managed staff schedules, ensuring adequate coverage during peak times and reduced labor costs.
- Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
- Identified team weak points and implemented corrective actions to resolve concerns.
- Immediately resolved issues with patrons by employing careful listening and communication skills.
Head Waitress
Copthorne Hokianga
06.2021 - 03.2022
- Used communication and problem-solving skills to resolve customer complaints and promote long-term loyalty.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Trained staff members on use of Swipos system.
- Upheld high standards of professionalism when dealing with customer issues, supporting serving staff and waiting on tables.
- Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service.
- Supervised server staff and simultaneously served personal section of tables.
- Trained new staff members on restaurant policies, procedures, and customer service standards.
Restauran Assistant Manager
Kantine
01.2017 - 11.2019
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Resolved problems, improved operations and provided exceptional service.
Education
Diploma - Accounting
Universidad Nacional De Cordoba
12.2019
Skills
- Barista skills
- Customer experience management
- Health and safety regulations
- Cost control
- Team leadership
- Problem-solving
- POS terminal operation
Certification
LCQ certificate
WSET 1
Current manager certificate
Timeline
Duty Manager
Momentos by Lake
01.2025 - Current
Cafe Manager
Cafe Society
06.2024 - 11.2024
Assistant Restaurant Manager
Kinross
04.2022 - 09.2023
Head Waitress
Copthorne Hokianga
06.2021 - 03.2022
Restauran Assistant Manager
Kantine
01.2017 - 11.2019
Diploma - Accounting
Universidad Nacional De Cordoba