Summary
Overview
Work History
Skills
Languages
Hobbies and Interests
Timeline
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Rhonez Hepi

Rhonez Hepi

Auckland,New Zealand

Summary

Experienced hospitality professional with over 2 decades in the industry. Known for exceptional customer service skills and a positive, can-do attitude. Proven track record of expanding knowledge base and supporting team members to deliver high standards of service. Eager to take on new challenges and continue growth in any workplace. Results-driven management professional with a strong focus on team collaboration and achieving goals. Skilled in strategic planning, process optimization, and fostering productive team cultures. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.

Overview

16
16
years of professional experience

Work History

Area Manager

Luna Bakehouse
03.2021 - Current
  • Supervised daily operations to ensure compliance with company policies and procedures.
  • Implemented training programs for new employees, enhancing team productivity and performance.
  • Coordinated inventory management processes, optimizing stock levels and reducing shortages.
  • Analyzed sales data to identify trends, informing strategic decisions for product placement.
  • Led team meetings to communicate objectives and motivate staff towards achieving targets.
  • Resolved customer complaints effectively, enhancing overall satisfaction rates within the region.
  • Monitored employee performance, providing feedback and support to foster professional growth.
  • Led a team to achieve company goals and exceed targets consistently, fostering a positive work environment.
  • Managed daily operations for optimal performance, ensuring timely completion of tasks and projects.
  • Conducted regular performance evaluations to identify areas for improvement and develop action plans for growth.
  • Conducted training sessions to educate employees on best practices and procedures to increase profitability.
  • Assessed reports to evaluate performance, develop targeted improvements, and implement changes.
  • Continuously improved operational procedures through ongoing evaluation of existing practices, incorporating feedback from team members and adopting industry best practices.
  • Mentored junior staff members, providing guidance on best practices and professional development opportunities.
  • Transformed underperforming teams into productive, profitable teams.
  • Facilitated conflict resolution among team members, promoting open communication and fostering a positive workplace culture.
  • Ensured compliance with all relevant regulations, maintaining detailed records and documentation as required.
  • Developed strong relationships with clients, leading to increased customer satisfaction and repeat business.
  • Resolved conflicts promptly to promote positive environment for customers.
  • Developed and implemented strategies to improve customer service and increase sales.
  • Improved overall efficiency by identifying areas in need of improvement and implementing necessary changes.
  • Increased team productivity by streamlining processes and implementing more efficient systems.
  • Optimized staffing levels by closely monitoring workload demands and adjusting schedules accordingly.
  • Achieved high employee retention rates by creating an inclusive work environment where staff felt valued and supported.
  • Developed comprehensive training programs that equipped employees with the skills necessary for success in their roles.
  • Coordinated with various departments to facilitate smooth communication, enhancing operational effectiveness.
  • Established clear objectives for each project, setting expectations and assigning appropriate resources as needed.
  • Supervised various locations, enforcing high-quality standards of operation.
  • Collaborated with upper management to implement continuous improvements and exceed team goals.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Built relationships with customers and community to establish long-term business growth.
  • Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
  • Managed revenue models, process flows, operations support, and customer engagement strategies.
  • Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Demonstrated products to show potential customers benefits and advantages and encourage purchases.
  • Developed compelling presentation decks to gain approval for ideas and communicate results.

Cafe Manager

Karavan Delicatessen
03.2018 - 2020
  • Staff Management, Rostering and Training (Front of House and Kitchen)
  • Making high volume of coffee and Assisting main barista during peak hours as well as making sure customers satisfaction have been meet
  • Pricing, Marketing and Training
  • Daily Sales Report, Stock and Wastage Control
  • Meeting target sales and overall supervision of the Cafe
  • Daily Banking, Sales report
  • Deliver excellent customer service at all times
  • Supervised daily operations to ensure efficient service and customer satisfaction.
  • Trained and mentored new staff on operational procedures and customer interaction techniques.
  • Implemented inventory management practices to reduce waste and optimize stock levels.
  • Coordinated scheduling for staff to maintain coverage during peak hours and special events.
  • Developed promotional strategies to enhance menu visibility and increase sales revenue.
  • Conducted regular quality control checks to uphold food safety standards and presentation guidelines.
  • Resolved customer inquiries and complaints promptly, fostering positive dining experiences.
  • Collaborated with suppliers to negotiate better pricing and streamline delivery processes.
  • 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.
  • Improved customer satisfaction by implementing efficient service procedures and staff training programs.
  • Grew cafe sales by effectively marketing business and improving customer relations strategies.
  • Filled in for absent employees in any position in cafe, keeping operations efficient even when short-handed.
  • Kept staff motivated with regular feedback sessions, recognition of achievements, and opportunities for professional growth.
  • Handled business administration functions such as payroll, cash register counting, and supply ordering.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Enhanced team productivity through effective scheduling, task delegation, and performance evaluations.
  • Introduced new menu items to add variety and selections and meet customer preferences.
  • Ensured compliance with food safety regulations by implementing strict sanitation protocols and employee training initiatives.
  • Kept cafe in full compliance with health code standards and achieved consistent scores above [Number].
  • Maximized profitability through cost control measures, including mindful purchasing decisions and labor management.
  • Oversaw calendar to manage staff schedule and organize shifts for adequate coverage.
  • Managed display products effectively to achieve consistent sales with minimal waste.
  • Worked closely with kitchen staff to ensure menu items were prepared efficiently while maintaining quality standards.
  • Expanded menu offerings to cater to diverse dietary preferences, enhancing overall customer satisfaction rates.
  • Fostered a positive work environment through open communication channels and collaborative problem-solving approaches.
  • Developed and implemented strategies to promote cafe products and increase sales.
  • Streamlined cafe operations for increased efficiency and reduced waste, with thorough inventory management.
  • Secured daily cash by verifying totals and making nightly deposits.
  • Minimized risks of cross-contamination and infection by directing team members to regularly clean and sanitize surfaces.
  • Boosted sales growth by developing innovative marketing strategies and engaging promotional events.
  • Forecasted demand and scheduled employees effectively to handle coverage needs.
  • Negotiated contracts with suppliers to secure competitive prices for products.
  • Implemented customer loyalty program, fostering community of regulars and boosting repeat business.
  • Optimized supplier relationships to secure best prices for high-quality ingredients, positively impacting margins.
  • Oversaw daily financial operations, including cash handling and budget management, to ensure profitability.
  • Led cafe through significant renovation project, improving both aesthetics and functionality, attracting new customers.
  • Streamlined operations by introducing efficient scheduling software, optimizing staff hours and reducing labor costs.
  • Enhanced cafe's ambiance with curated music playlists and local art displays, making it community hub.
  • Spearheaded introduction of seasonal menus, keeping caf��'s offerings fresh and enticing to customers.
  • Responded to customer feedback with prompt and effective solutions, reinforcing commitment to customer satisfaction.
  • Maintained rigorous health and safety standards, ensuring clean and safe dining experience for all patrons.
  • Fostered culture of excellence in customer service, leading to numerous positive reviews and recommendations.
  • Developed and led barista training programs to improve coffee quality and service speed, elevating customer satisfaction.
  • Managed staff schedules and maintained adequate coverage for all shifts.
  • Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment.
  • 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.
  • Oversaw food preparation and monitored safety protocols.
  • Monitored and adjusted pricing, discounts and promotions to maximize profitability.
  • Analyzed sales data to identify trends and adjust purchasing decisions accordingly.
  • Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines.
  • 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.
  • Verified prepared food met standards for quality and quantity before serving to customers.
  • Maintained effective supply levels by monitoring and reordering food stock and dry goods.
  • Reduced inaccuracies by carefully counting cash and keeping meticulous records of transactions.
  • Enhanced financial controls to minimize theft and loss risks, continuously maintaining accurate accounts and cash drawers.

Assistant Manager

The Lodge Cafe
11.2015 - 02.2018
  • Staff Management (Kitchen and Front Of House)
  • Making high volume of coffees in a day and training staff about quality coffee
  • Stock taking, budgeting and Ordering
  • Daily banking, Sales Report
  • Wastage Control, Meeting Target goals
  • Making sure customer satisfaction have been met
  • Upholding host responsibility policies and in accordance to the Sale of Liquor Act
  • Overall supervision and decision making of cafe

Barista / All Rounder

The Corner Cafe
01.2012 - 01.2015
  • Making high volumes of coffees in a day
  • Making sure customers satisfaction have been met
  • Till and cash handling
  • Pricing, Marketing and Training
  • Meeting target sales and overall supervision of the cafe

Barista Shift Supervisor

Grinds On
01.2012 - 01.2012
  • Making high volume of coffee, till and cash handling
  • Stock taking, ordering and wastage control
  • Give quality customer service at all times
  • Pricing, Marketing and Training
  • Daily Sales report, Daily banking
  • Over all supervision and decision making for the cafe

Barista/ All Rounder

The Corner Cafe
01.2010 - 01.2012

Skills

  • Staff management
  • Operations management
  • Relationship building and management
  • Team development
  • Performance management
  • Operations
  • Staff training and development
  • Staff training
  • Process improvement
  • Customer relationship management
  • Staff development
  • Quality assurance
  • Business development
  • Staff scheduling
  • Business development and planning
  • Employee scheduling
  • Talent review
  • Facility inspections
  • Recruitment and hiring
  • Brainstorming ideas
  • Order management
  • Systems and software expertise
  • Equipment maintenance coordination
  • Production data analysis
  • Sales minded
  • Customer service
  • Training and coaching
  • Conflict management
  • Attention to detail
  • Leadership skills
  • Team leadership
  • Operations improvements
  • Leadership development
  • Policies and procedures
  • Customer relations
  • Team building practices
  • Project management
  • Goal setting and performance metrics
  • Strategic planning
  • Business and operations analysis
  • Staff supervision
  • Policy enforcement
  • Decision-making
  • Productivity improvements
  • Sales forecasts
  • Action plans
  • Staff recruiting
  • Business administration
  • Report preparation
  • Recruiting and hiring
  • Multi-unit management
  • Business planning
  • Sales reporting
  • Performance oversight
  • Operational oversight
  • Human resource management
  • Sales orientation
  • Workforce development
  • Guidelines development
  • Staffing oversight
  • Group presentations
  • Contract management

Languages

English

Hobbies and Interests

Kickboxing, Airsoft, Console Gaming, Reading, Cycling, Fishing

Timeline

Area Manager

Luna Bakehouse
03.2021 - Current

Cafe Manager

Karavan Delicatessen
03.2018 - 2020

Assistant Manager

The Lodge Cafe
11.2015 - 02.2018

Barista / All Rounder

The Corner Cafe
01.2012 - 01.2015

Barista Shift Supervisor

Grinds On
01.2012 - 01.2012

Barista/ All Rounder

The Corner Cafe
01.2010 - 01.2012

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Rhonez Hepi