Natalie Latu
Mangere East,AUK
Summary
Duty Manager with extensive expertise and passion for hospitality and customer service.
Personable, dedicated to customer service, and motivated to maintain customer satisfaction and continued patronage.
Proven track record in staff relations, management, daily operations, and client relations. Exceptional problem-solving abilities and adept at thriving in high-pressure environments.
Efficient with all health and safety, and food safety policies.
Follows the industry regulations regarding the sale and supply of alcohol.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Duty Manager
Spotless Services LTD-Downer-Ovation Hospitality Services
Manurewa, Auckland
04.2002 - Current
- Conducted and completed thorough opening, closing, and shift-change functions to maintain operational standards each day.
- Ensured compliance with local licensing laws and regulations relating to serving alcohol; this includes regular discussions with staff before and during café shifts.
- Maintain that cash handling procedures are followed correctly, ensuring that all transactions are processed accurately.
- Investigate customer complaints and concerns in a timely manner, resolving issues efficiently.
- Helped improve customer service, quality assurance and service speed by developing and implementing successful solutions.
- Professional and friendly interactions with customers. I answered any concerns regarding food allergens confidently, so customers will feel assured when dining with us.
- Have interactions confidently with our clients, in regard to personal lunch bookings, catering or events
- Assisted with regular inventory checks to ensure adequate stock levels were maintained at all times.
- Trained new employees on company policies, job duties, and performance expectations.
- Delegated work to staff, setting priorities and goals.
- Coordinate with other departments, including the Head Chef, to ensure smooth workflow and project alignment of BOH and FOH. This is especially important for yearly special occasions, for example, Mother's Day.
- Delegated tasks appropriately amongst team members according to individual skillsets.
- Fostered a positive and motivating work environment, leading to an increase in team morale.
- Developed and maintained a safe working environment, adhering to all safety protocols and regulations.
- Responded promptly to any emergency situations that arose during shifts.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Ensured adherence to health and safety regulations throughout the premises.
Duty Manager
Spotless Services/ Downer
Manurewa, Auckland
06.2017 - 11.2024
Education
High School Diploma -
Otahuhu College
Auckland12-1995
University Entrance -
Otahuhu College
Auckland, NZ12-1995
Skills
- Cash handling
- Regulatory compliance
- Inventory management
- Customer service
- Employee training
- Team building
- Safety protocols
- Event coordination
- Catering coordination
- Emergency response
- Policy enforcement
- Motivational leadership
- Payroll processing
- Strong leadership
- New employee training
- Cash management
- Staff training
- Operational oversight
- Professionalism and integrity
- Health and safety compliance
- Customer communication
- Written and oral communication
- Policy implementation
- Customer service focus
- Delegating work
- Team supervision
- Attention to detail
- Task delegation
- Quality control
Certification
- Managers certificate held and successfully renewed since 2003
- LCQ Certificate
- Barrista Certificate
- Food Safety 167 and 168
Timeline
Duty Manager
Spotless Services/ Downer
06.2017 - 11.2024
Duty Manager
Spotless Services LTD-Downer-Ovation Hospitality Services
04.2002 - Current
High School Diploma -
Otahuhu College
University Entrance -
Otahuhu College
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