Summary
Overview
Work History
Skills
Accomplishments
Certification
Timeline
Generic

Riah Apera

Auckland,AUK

Summary

Accomplished Lounge Manager at Compass Group - Emirates Lounge, adept in operational efficiency and team leadership. Elevated guest satisfaction through strategic planning and quality control, fostering a 5-star service standard. Skilled in staff training and customer relationship building, ensuring compliance with health and safety standards.

Positive, highly organized, and dedicated professional with knack for creating welcoming and efficient environments. Possesses deep understanding of customer service and hospitality, coupled with strong skills in team management and event coordination. Committed to driving customer satisfaction and operational excellence.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Lounge Manager

Compass Group - Emirates Lounge
03.2023 - Current
  • Worked closely with other department managers to implement cross-promotional initiatives that benefited both parties involved.
  • Maintained and kept a good eye on budget tracking to ensure cost for food and labour were at par to match our fluctuating numbers of foot traffic.
  • Strategically kept all admin work organised and seen to in a timely matter with scheduling/prioritising meetings, emails, spreadsheets, hiring, company health and safety/food safety monitoring, equipment monitoring etc.
  • Led a growing team of lounge assistants and chefs to exquisitely execute a 5 star standard service for one of the top airlines in the world.
  • Fostered a positive working environment that encouraged open communication between employees at all levels.
  • Established performance metrics to measure success in various areas of operation and made adjustments as needed for continuous improvement.
  • Communicated daily and kept a high priority relationship with our clients, working closely with them whilst running the food and customer services for their airline passengers in our business lounge.
  • Oversaw quality of food services and production as well as customer service standards and expectations.
  • Developed relationships with vendors, securing favorable terms and high-quality products for the lounge.
  • Coordinated with culinary teams to create enticing seasonal menus that catered specifically toward our target audience preferences.
  • Enhanced customer satisfaction by implementing efficient lounge management strategies.
  • Managed inventory levels effectively to reduce waste and maintain optimal stock levels for seamless service delivery.

Senior Duty Manager

Compass Group - Strata Lounge
03.2023 - 03.2024
  • Streamlined check-in/check-out processes for maximum efficiency and guest satisfaction.
  • Ensured compliance with industry regulations and company policies through regular audits and inspections.
  • Cultivated a positive work culture by fostering open communication channels among staff members.
  • Oversaw facility maintenance activities, ensuring a clean, safe, and welcoming environment for guests at all times.
  • Maintained admin and incoming emails/queries from clients, airline teams and/or passengers.
  • Assisted Lounge Manager with daily administrative tasks such as budget preparation, financial reporting, and performance analysis.
  • Organised rostering for a full team of cleaners, lounge assistant's, chefs and duty managers to ensure ample staff needed/required based on the level of foot traffic and forecasted airline passengers.
  • Played an active role in crisis management situations, coordinating appropriate responses to maintain guest safety and comfort.
  • Optimized inventory levels through diligent monitoring of stock levels, avoiding shortages or overstocking issues that impact business results.
  • Improved customer service quality by implementing staff training programs and streamlining front desk procedures.

Senior Duty Manager

Wiri Trust - Woodside Restaurant
02.2021 - 01.2023
  • Boosted employee morale through recognition programs, team-building events, and professional development opportunities.
  • Assisted venue manager with day to day tasks to ensure a smooth service in a busy and fast paced environment.
  • Led a team of bartenders, maitre d, waitresses, waiters and chefs to provide excellent customer services and quality food and drinks.
  • Worked closely with chefs to ensure functions to cater for 100+ people were taken care of ensuring a smooth event.
  • Ensured stock levels were rotated and maintained to standards.
  • Ensured all responsible host training was adhered to and regulations were followed.
  • Cashing up at the end of every night ensuring levels were accounted for, including cash up the following day to ensure levels are correct.

Retail Sales Assistant

Just Group - Portman's
01.2015 - 03.2017
  • Provided information on promotions and loyalty programs to customers.
  • Organized merchandise displays to enhance store appearance.
  • Assisted customers with product selections and inquiries.
  • Engaged with customers and provided warm greetings to create welcoming shopping experience.
  • Handled customer complaints and promptly resolved issues, remaining calm and poised in difficult situations.
  • Maintained clean, organized store environment for an inviting shopping experience for customers.
  • Greeted customers and helped with product questions, selections, and purchases.
  • Handled incoming phone calls professionally, addressing customer inquiries or directing them appropriately within the store.
  • Built strong relationships with customers, resulting in repeat business and referrals.

Skills

  • Operational efficiency
  • Brand standards
  • Staff training and development
  • Health and safety compliance
  • Guest relations
  • Beverage making
  • Scheduling and rostering
  • Menu development
  • Customer service
  • Problem-solving
  • Time management
  • Customer relationship building
  • Clear communication
  • Team leadership
  • Guest interaction
  • Verbal and written communication
  • Decision-making
  • Quality control
  • Strategic planning

Accomplishments

Successfully passed site audit control and regulations.


Achieved a score rating between 95%-100% continuously in my lounge manager role for passenger survey results based on food, customer service and lounge overall.


Maintained labour and food costs for different periods based on the fluctuating passenger increases and decreases.


Received recognition from airport security operations for vigilant and fast acting approach for an incident that occurred in my lounge preventing further problems and ensuring everyone's safety was adhered to.


Successfully made my way up in my career starting as a waitress moving through the different hospitality roles and falling into management roles where my skills and passion grew.

Certification

Managers Certificate


LCQ Qualification


Host Responsibility Qualification


Beauty in Brow Waxing, Tinting & Lamination Certificate

Timeline

Lounge Manager

Compass Group - Emirates Lounge
03.2023 - Current

Senior Duty Manager

Compass Group - Strata Lounge
03.2023 - 03.2024

Senior Duty Manager

Wiri Trust - Woodside Restaurant
02.2021 - 01.2023

Retail Sales Assistant

Just Group - Portman's
01.2015 - 03.2017

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Riah Apera