Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Ruchi Thapa

Blockhousebay,AUK

Summary

Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Venue Manager

Mr & Mrs Bistro
05.2022 - Current
  • Opened a brand-new restaurant with the head chef
  • Making and changing beverage menu and food menu calculating COGS
  • Maintaining wage costs and company overheads
  • Hiring, training and supervising Front of House staff
  • Dealing with Customer complaints and requests
  • Organising the functions
  • Overlooking marketing and social media
  • Ordering and Stock taking
  • Analysing P&L report.

Restaurant Manager

The Garden Shed
01.2020 - 05.2021
  • Looking after marketing side of business including social media marketing
  • Function and venue management
  • Implementing and maintaining service standards
  • Creating effective and efficient team roster
  • Helping grow interpersonal skills within team and management and keeping the team boosted
  • Maintaining positive relationship with FOH and BOH
  • Cost effective ordering and stock management
  • Established new sales target and team goals for effective services
  • Efficiently managed floor service and administrative duties
  • Contributing positive insights to team values and training staff
  • Exceeded expectations with creating pleasant atmosphere for customers
  • Organizing team trainings, menu tastings
  • Hands on manager on shift.

Restaurant Manager

Casablanca Northwest
07.2018 - 01.2020
  • A role where I continued to manage and lead a team, along with developing the skills to manage wage and labour costs
  • Few other duties that helped me hone my skills are: Hiring new staff and providing effective training inductions for new staff
  • Fostering a SMART goal focus within the team, ensuring everyone understands promotions and specials that are available to customers
  • Planning and organizing promotions
  • Involvement in planning food menu with Head Chef
  • Attending regular meetings and bringing initiatives to maximize business sales volume
  • Creating and maintaining a welcoming and friendly ambience according to company's standard
  • Handling customer complaints and conferring with customers to assess their satisfaction with meals and services
  • Ensuring a cost-effective roster for the front of house staff to be displayed a week in advance
  • Arranging purchase and price of goods according to budgets set by General Manager
  • Checking and counting float at the beginning and end of shift
  • Ensuring staff understand disciplinary procedures and handling of grievances before commencing employment
  • Maintaining and completing the premises incident record book
  • Understanding team formation stages and acting accordingly
  • Recognising the weakness of the team and strengthening them through staff reviews
  • Achieved sales goals through leading a task oriented team.

Wait Staff, Supervisor, Duty Manager then Training Manager

Goode Brothers New Lynn (Bar works)
10.2015 - 05.2017
  • Started as a wait staff, then gradually promoted to Training Manager within one year
  • Worked in one of Auckland's largest hospitality companies where I attended a lot of training like First Aid, Liquor Training, Train the trainer, Co2 Management Training, and MIT Training
  • Duties included: Complying with the Sale of Liquor Act 1989 and amendments, Smoke Free Environments Amendment Act 2003 and the Gambling Act 2003
  • Complying with the terms and conditions of the premises liquor and gaming license/s
  • Ensuring all staff is aware of their obligations pursuant to the Sale of Liquor Act 1989 and the company's liquor license is not jeopardized - this includes patron conduct and intoxication
  • Providing exemplary customer service and product knowledge at the bar and the floor
  • Ensure all customer queries and complaints are dealt with in a timely and appropriate manner and are noted down in the manager's diary
  • Being involved with liquor inventory control and purchasing, ensuring no 'out of stocks' occur completing weekly assessments with variances being reported
  • Taking remedial actions when required
  • Ensuring all stocks are being kept securely and under the correct conditions
  • Ensuring the bar area and behind the bar are kept clean and tidy at all times and in accordance to the specified hygiene standards
  • Ensuring efficient and timely delivery of food from the kitchen pass to the customer's table
  • Coordinating communications between staff, kitchen and guests
  • Cashing off at the end of each shift including all Eft-pos and Credit Card transactions
  • Ensuring cleanliness and all equipment is kept clean and tidy and in good working condition
  • Ensuring the premises were a safe environment for all patrons and staff and complies with OSH requirements at all times
  • Ensuring the time sheets/attendance records are completed correctly on a daily basis
  • Ensuring all documents (such as invoices) are sent to the appropriate person for processing
  • Maintaining and completing the premises incident record book
  • Ensuring the security alarm is activated and functioning before leaving the premises.

Supervisor, Host

The Yellow Chili kitchen and bar, Herne Bay
03.2015 - 09.2015
  • Worked with the director of the restaurant and looked out ways for promoting the business and increase the sales which I was able to achieve
  • Other duties were: Daily sales report
  • Customer complaint handlings
  • Stock taking
  • Responding to the customer's enquiries
  • Promoting products and services
  • Opting advertisement of business by introducing to tennis teams or cricket teams
  • Building customer's loyalty
  • Controlling labour cost
  • Delegating works to individuals
  • Training staffs
  • Reviewing and managing team performance
  • Checking off and signing invoices on weekly basis.

Waiting Staff

I-Village at Victoria, Auckland
11.2013 - 03.2015
  • All-rounder (working in bar, on floor: looking after customer and running food, and on the counter), providing the best customer service, taking payments, clear communication skills, organized and multitasker, able to work under pressure, loyal for company, basic knowledge of beer, wine and spirits, friendly, able to do upselling and suggestive selling, keep menu knowledge, electronic ordering system, FSP (food safety certificate), LCQ license, can handle complains, motivated, ready to face challenges of customer
  • Achieved title of the best employee of the month several times
  • Offered innovative ideas of making service better
  • Been an excellent team member.

Education

Diploma in Information Technology Technical support (Level 5) -

Tasman International Academics
01.2020

Diploma in Hospitality Management (Level 5) -

NTEC
07.2015

GED -

U.S.E.F
03.2013

Pilot Ground Studies -

Aviation Flight Training School
02.2013

A-levels -

Modern Indian School, Kathmandu, Nepal
08.2012

Skills

  • Barista skills
  • Food safety methods in a food business
  • Knowledge of food contamination hazards and control methods used in a food business
  • First Aid certification
  • Training staff
  • Customer service skills
  • Menu planning and organizing promotions
  • Managing wage and labor costs
  • Team management and leadership skills
  • Staff Management
  • Menu development
  • Restaurant operations management
  • Customer Engagement
  • Operations Management
  • Recruitment
  • Stable work history
  • Supervisory skills
  • Complaint resolution
  • Performance Improvement
  • Team Management
  • Customer-Oriented
  • Labor and food cost control
  • Organization and prioritization
  • Staff Scheduling
  • Promotions planning
  • Proven sales record
  • Supply Chain Management
  • Customer service best practices
  • Adaptable
  • Employee recruitment expertise

Certification

  • LCQ Certificate
  • Barista Certificate
  • NZQA Diploma in Hospitality Level 5 Certificate
  • NZQA Diploma in Information Technology Technical support
  • Certified Practice Food Safety Methods in a food business
  • Certified Demonstration of Knowledge of food contamination hazards and control methods used in Food business
  • Manager's Certificate till 20
  • Certified First Aider
  • MIT Trained

References

Can Be provided upon request

Timeline

Venue Manager

Mr & Mrs Bistro
05.2022 - Current

Restaurant Manager

The Garden Shed
01.2020 - 05.2021

Restaurant Manager

Casablanca Northwest
07.2018 - 01.2020

Wait Staff, Supervisor, Duty Manager then Training Manager

Goode Brothers New Lynn (Bar works)
10.2015 - 05.2017

Supervisor, Host

The Yellow Chili kitchen and bar, Herne Bay
03.2015 - 09.2015

Waiting Staff

I-Village at Victoria, Auckland
11.2013 - 03.2015

Diploma in Information Technology Technical support (Level 5) -

Tasman International Academics

Diploma in Hospitality Management (Level 5) -

NTEC

GED -

U.S.E.F

Pilot Ground Studies -

Aviation Flight Training School

A-levels -

Modern Indian School, Kathmandu, Nepal

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Ruchi Thapa