Poko Nelio
Blockhouse Bay,AUK
Summary
Confident Massage Therapist with 3 years experience offering professional massage treatments to relieve muscle discomfort and aid relaxation.
Knowledgeable in Hospitality with 20 years experience in the Food & Beverage Department.
Knack for client relationship building and customer service. Possess great physical strength and judgement. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Patient and flexible in challenging environments.
Overview
14
14
years of professional experience
Work History
Massage Therapist
Romiromi Is Polynesian Massage
01.2020 - 08.2023
- Provided clear, concise instructions to clients to prepare for massage services.
- Developed and maintained positive relationships with clients through professional communication and follow-up to increase satisfactions and build rapport.
- Advised clients on areas such as posture, at-home exercises and stretches.
- Prepared oils and lotions for massages.
- Advised clients on lifestyle changes to improve alignment, posture, and gait for better long-term wellness.
- Booked appointments, answered phones, greeted clients, handled payments, and created client service tickets.
- Provided safe, effective, and appropriate massage therapy techniques during customer appointments.
- Created comfortable and professional environment for clients by setting up massage tables and preparing treatment area.
- Assisted clients in understanding benefits of massage therapy to provided education on self-care techniques.
- Provided custom massage treatments to clients, tailored to individual needs and preferences.
- Performed sanitization tasks to keep massage environment clean and safe.
- Educated clients on benefits of massage and recommended home care techniques.
- Assessed clients to determine appropriate massage techniques to apply.
Business Owner
Poko’s Kai Moana Restaurant
05.2019 - 08.2019
- Prepared bank deposits and handled business sales, returns and transaction reports.
- Consulted with customers to assess needs and propose optimal solutions.
- Put together realistic budgets based upon costs and fees for successfully operating business.
- Developed and implemented marketing strategies to generate new customers and increase sales and profit margins.
- Oversaw business budget planning and administration, accounting functions, purchasing, and bi-weekly payroll to handle financial needs.
- Trained and motivated employees to perform daily business functions.
- Adhered to regulatory and policy changes and made necessary adjustments to maintain overall success.
- Interacted well with customers to build connections and nurture relationships.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Trained new employees on proper protocols and customer service standards.
- 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.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Assisted in recruiting, hiring and training of team members.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Introduced new methods, practices, and systems to reduce turnaround time.
Restaurant Manager
Bamboo Jacks
01.2014 - 08.2019
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Carefully interviewed, selected, trained, and supervised staff.
- Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
- Led and directed team members on effective methods, operations, and procedures.
- Tracked daily sales transactions and invoices for accurate and updated financial reporting.
- Reconciled cash and credit card transactions to maintain accurate records.
- Quickly identified problem situations and skillfully resolved incidents to satisfaction of involved parties.
- Correctly calculated inventory and ordered appropriate supplies.
- Monitored inventory of supplies and purchased orders to maintain adequate stock levels.
- Oversaw front of house personnel to maintain adequate staffing and minimize overtime.
- Effectively managed payroll and timekeeping, and paperwork for new hires and terminations.
- Conducted health, safety, and sanitation process evaluations to identify and remedy any violations immediately.
- Developed, implemented, and managed business plans to promote profitable food and beverage sales.
- Assisted in development and implementation of new menus to offer variety and options to customers.
- Managed staff schedules and maintained adequate coverage for all shifts.
- Motivated staff to perform at peak efficiency and quality.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
- Oversaw food preparation and monitored safety protocols.
- Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment.
- Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines.
- Verified prepared food met standards for quality and quantity before serving to customers.
- Implemented effective inventory control systems to reduce food spoilage and waste.
- Maintained effective supply levels by monitoring and reordering food stock and dry goods.
- Monitored and adjusted pricing, discounts and promotions to maximize profitability.
- Coordinated with catering staff to deliver food services for special events and functions.
- Inspected equipment and machinery for proper working condition and directed staff to clean and repair as needed.
- Maximized quality assurance by completing frequent line checks.
- 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.
Cafe Supervisor
Cafe Salsa
08.2010 - 12.2014
- Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
- Identified team weak points and implemented corrective actions to resolve concerns.
- Delivered training to workers in and customer-facing roles to promote strong team performance.
- Created and deployed successful strategies to boost restaurant performance, streamline food prep processes and reduce waste.
- Resolved and investigated complaints regarding service and food quality to prevent loss of business.
- Trained cafe employees to consistently exceed customers' expectations and provide superior service.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Wiped, sanitized and maintained floors, facility, and equipment to adhere with company standards and procedures.
- Displayed calm and friendly demeanor when addressing and resolving customer issues and complaints.
- Addressed and resolved customer service issues to establish trust and increase satisfaction.
- Trained and supervised new staff to enhance customer service skills and comply with food safety standards.
- Operated espresso machines and commercial coffee brewers to create beverages.
- Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment.
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
- Maintained regular and consistent attendance and punctuality.
- Controlled line and crowd with quick, efficient service.
- Made and served brand-specific café beverages with focus on speed, quality and consistency.
- Trained new employees, sharing knowledge and expertise of coffees, teas, and merchandise.
- Completed successful daily cash audits to correctly balance drawers at end of shifts.
- Used POS system to accurately enter orders and process payments.
- Prepared specialty drinks such as cappuccinos, lattes and mochas.
- Helped management keep adequate supply on hand by notifying of shortages.
- Minimized spoilage with proper use of first-in-first-out stock procedures.
- Elevated customer loyalty by using strong communication abilities to resolve customer problems.
- Restocked display cases with attractive arrangements to promote specialty food items like bagels and muffins.
- Repaired minor issues and maintained espresso equipment and coffee machines for smooth functioning.
- Operated cash registers to process cash, credit and debit transactions.
- Cleaned counters, machines, utensils, and seating areas daily.
- Created wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores.
- Maintained cafe cleanliness by wiping down tables and counters, restocking condiment bar, emptying trash receptacles and mopping and sweeping floors.
- Recommended products based on solid understanding of individual customer needs and preferences.
- Created cappuccinos, iced coffees, teas and lattes for customers.
- Memorized recipes for specialty coffee beverages and seasonal offerings.
- Trained new team members with positive reinforcement and respectful, encouraging coaching.
- Monitored supply levels at counter and maintained customer areas to meet typical demands.
Assistant Restaurant Manager
Pacific Resort Rarotonga
06.2009 - 06.2010
- Supervised all areas of restaurant to keep it clean and well-maintained.
- Immediately resolved issues with patrons by employing careful listening and communication skills.
- Managed team of up to 20 restaurant staff, maintaining exceptional customer service and quality standards.
- Monitored restaurant operations and adjusted schedules to meet peak customer demands.
- Conducted regular meetings with staff to discuss performance and address any issues.
- Delivered training to workers in customer-facing roles to promote strong team performance.
- Identified team weak points and implemented corrective actions to resolve concerns.
- Pitched in to help host, waitstaff, and bussers during exceptionally busy times such as dinner hour.
- Analyzed daily sales figures and developed strategies to increase sales.
- Designed and implemented strategies to reduce costs and waste.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
- Motivated staff to perform at peak efficiency and quality.
- 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.
- Enhanced financial controls to minimize theft and loss risks, continuously maintaining accurate accounts and cash drawers.
- Reduced inaccuracies by carefully counting cash and keeping meticulous records of transactions.
- Maximized quality assurance by completing frequent line checks.
- Inspected equipment and machinery for proper working condition and directed staff to clean as needed.
Education
Certificate III - Tourism
Cook Islands Tertiary Training Institute
Faculty Of Hospitality Ngatangiia Campus Diploma - Culinary Arts
Cook Islands Tertiary Training Institute
Faculty Of Hospitality Ngatangiia Campus Diploma - Food & Beverage Service
Cook Island Tertiary Training Institute
Faculty Of Hospitality Ngatangiia CampusSkills
- Customer Care and Consultation
- Deep Tissue Massage
- Stress Relief Massage
- Reflexology
- Product and Service Upselling
- Professional Relationships
- Facility Maintenance
- Administrative Support and Procedure
Additional Information
Quality is what I stand for - Quality Service plus Quality Product equals Repeat Customers and Quality Sales.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Massage Therapist
Romiromi Is Polynesian Massage
01.2020 - 08.2023
Business Owner
Poko’s Kai Moana Restaurant
05.2019 - 08.2019
Restaurant Manager
Bamboo Jacks
01.2014 - 08.2019
Cafe Supervisor
Cafe Salsa
08.2010 - 12.2014
Assistant Restaurant Manager
Pacific Resort Rarotonga
06.2009 - 06.2010
Certificate III - Tourism
Cook Islands Tertiary Training Institute
Diploma - Culinary Arts
Cook Islands Tertiary Training Institute
Diploma - Food & Beverage Service
Cook Island Tertiary Training Institute
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