Shannon Atonio
Summary
Organized and dependable Cafe Manager with over 10 years of experience in the hospitality industry. Proven track record of leading teams to deliver exceptional customer service and optimize operational efficiency in fast-paced cafe environments. Competent in business management, marketing and inventory control.
Overview
13
13
years of professional experience
Work History
Store Manager/ Catering Co-ordinator
Mojo Coffee
05.2023 - Current
- Trained front of house, barista and chef employees to consistently exceed customers' expectations, provide superior service, safety regulations and productivity strategies.
- Maintained high standards of food safety, consistently adhering to all health regulations and guidelines.
- Managed staff schedules and maintained adequate coverage for all shifts.
- Conducting possible candidate assessments through both interview processes and hands-on trial periods to evaluate their suitability for the team and ensure alignment with organizational values.
- Improved client satisfaction by promptly addressing concerns and providing excellent customer service.
- Conducted regular team meetings to discuss goals, expectations, challenges, successes, as well as areas of improvement within the department.
- Coordinated and oversaw food preparation and monitored safety protocols for front of house and catering orders.
- Handled incoming cafe and catering phone calls and emails addressing customer needs, concerns and deadlines to promote retention and satisfaction.
- Processed customer invoices and payments using Xero within established timelines.
Customer Service Manager
Just Cabins
06.2021 - 04.2023
- Proficient in creating accurate invoices, conducting thorough accounts reconciliation, managing accounts receivable processes, and diligently monitoring customer payments to ensure timely and consistent revenue streams.
- Effectively managed and organized a team to execute site checks, coordinate deliveries and facilitate returns of cabins, ensuring operational efficiency and customer satisfaction.
- Provided comprehensive customer service through phone, email, and social media channels, addressing inquiries, resolving issues, and ensuring a positive customer experience.
- Negotiated contracts with outside carriers to minimize costs to company and customers.
- Accessed and reviewed customer applications, verifying the information provided to ensure compliance and accuracy in alignment with contractual agreements.
Store Manager and Assistant Manager
Mojo Coffee
01.2017 - 08.2021
- Manage, train and develop staff for career advancement opportunities, leading to a more skilled and motivated workforce. Identify gap opportunities.
- Conducted interviews and managed the trial process for potential new staff
- Kept facility compliant with health codes, sanitation requirements and license regulations.
- Welcomed and encouraged feedback from customers and used feedback to improve barista, front of house and customer service.
- Verified prepared food met standards for quality and quantity before serving to customers.
- Tracked daily, weekly and monthly sales transactions and invoices for accurate and updated financial reporting.
- Managed payroll, scheduling, ordering and other back-of-house tasks to drive operations and maximize sales and profitability.
- Provided ongoing coaching and support to team members, helping them reach their full potential while fostering a culture of continuous learning and development.
Cafe Night Lead
BP Connect
04.2014 - 12.2016
- Trained and supervised new staff to enhance customer service skills and comply with food safety standards.
- Tracked food production levels, meal counts, supply costs and food safety.
- Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
- Educated customers on coffee offerings, promoting upselling opportunities and enhancing their overall experience.
Sales Assistant
Netsquad Internet Cafe
07.2011 - 05.2012
- Engaged in friendly conversation with customers to better uncover individual needs.
- Handled cash transactions accurately while following established financial protocols.
- Established rapport with customers by providing friendly and attentive service.
- Coordinated events hosted at the Internet Cafe, delivering memorable experiences for guests.
- Monitored food and beverage supplies, assisting with restocking when needed. Recommending complementary purchases to customers, increasing revenue.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Education
Level 3 - Retail
Te Pūkenga WBL Ltd. - ServiceIQ
AotearoaLevel 1, 2 & 3 - Te Reo
Whitireia And Weltec
Porirua, NZ11.2026
Skills
- Problem-Solving
- Leadership
- Time management
- Adaptability
- Financial management
- Customer service
- Team building
- Multi-tasking
Awards
- Mojo Ambassador 2018
- Wellington region Mojo barista champions 2018
- NZ Mojo barista champions 2018
- Excellence food grade across 3 stores
Interests
- Travel
- Family time
- Photography
- Community involvement
- Event planning
Timeline
Store Manager/ Catering Co-ordinator
Mojo Coffee
05.2023 - Current
Customer Service Manager
Just Cabins
06.2021 - 04.2023
Store Manager and Assistant Manager
Mojo Coffee
01.2017 - 08.2021
Cafe Night Lead
BP Connect
04.2014 - 12.2016
Sales Assistant
Netsquad Internet Cafe
07.2011 - 05.2012
Level 3 - Retail
Te Pūkenga WBL Ltd. - ServiceIQ
Level 1, 2 & 3 - Te Reo
Whitireia And Weltec
Similar Profiles
Maggie MunroMaggie Munro
Barista at Mojo CoffeeBarista at Mojo Coffee
Sunny ShearerSunny Shearer
Front of House Worker at Mojo CoffeeFront of House Worker at Mojo Coffee
Jayla HenryJayla Henry
Barista at Mojo Coffee CompanyBarista at Mojo Coffee Company