Shanti Rai
Summary
Results-oriented Hospitality Manager experienced in enhancing guest experiences through effective team leadership and operational efficiency. Maintains compliance with industry regulations while driving performance in high-volume environments. Pursuing a Restaurant/Duty Manager role to utilize a strong background in team development and operational strategies.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Hospitality Manager
The Grill by SkyCity
Auckland, New Zealand
03.2025 - Current
- Promoted from Barista to Hospitality Manager within six months, recognizing strong leadership capability, operational excellence, and business acumen.
- Lead front-of-house operations within a high-volume premium hospitality environment, ensuring exceptional guest experiences while maintaining operational efficiency.
- Manage workforce planning, rostering, and shift deployment for a team of up to 14 staff, balancing labor efficiency with service quality requirements.
- Drive team performance through coaching, mentoring, and ongoing development, fostering a positive workplace culture and high service standards.
- Lead recruitment, interviewing, onboarding, and training processes, supporting the development of capable and customer-focused teams.
- Maintain 100% compliance with alcohol licensing, host responsibility, food safety, and workplace health and safety requirements.
- Resolve complex guest concerns and service recovery situations, protecting brand reputation and strengthening customer loyalty.
- Oversee inventory control, stock management, and ordering processes to minimize waste and support profitability objectives.
- Partner closely with senior leadership to ensure smooth daily operations, operational consistency, and achievement of business goals.
Part-time Manager / FOH / Barista
The Daily Mission
Auckland, New Zealand
12.2024 - 03.2025
- Oversaw daily business operations, ensuring smooth workflow and high customer satisfaction.
- Resolved customer complaints calmly and professionally, turning challenges into positive guest experiences.
- Maintained a clean and organized venue to ensure efficient service flow.
- Ensured team well-being by allocating timely breaks and managing shift welfare.
- Operated POS systems and processed transactions accurately, adhering to all store policies.
Training Assistant Store Manager
Starbucks
Doha, Qatar
12.2021 - 07.2024
- Developed and delivered training materials to ensure team compliance with brand policies and procedures.
- Managed store staffing, including scheduling and training of new hires.
- Oversaw full inventory management to prevent shortages and reduce waste.
- Conducted training needs assessments, identifying skill gaps and implementing targeted sessions that improved team performance.
- Quarterly planned and executed 'big opportunity' breakdowns to achieve sales targets.
Shift Supervisor
Starbucks
Doha, Qatar
01.2023 - 02.2024
- Supervised daily store operations, delivering a smooth and exceptional customer experience.
- Managed cash drawers and processed 700+ transactions per shift with 100% accuracy.
- Assisted the Store Manager with operational tasks and staff training.
- Communicated brand updates and targets to the team promptly and effectively.
Barista Trainer
Starbucks
Doha, Qatar
09.2022 - 03.2023
- Coached new baristas with structured training plans, fostering skill development and confidence.
- Mentored and coached new baristas using structured training plans.
- Supported career growth for team members by providing ongoing feedback and development opportunities.
- Managed coffee inventory and supply levels to support seamless operations.
Education
Master of Management -
ICL Graduate Business School
Auckland04-2026
Bachelor of Commerce - Finance
Royal Thimphu College
Thimphu06-2019
Skills
- Venue & Restaurant Operations
- Alcohol Licensing & Host Responsibility
- Food Safety & Health Compliance
- Inventory & Stock Control
- Financial Acumen & Cost Control
- Workforce management
- Team Leadership & Staff Development
- Recruitment & Training
- Customer Service Recovery
Certification
- LCQ (License Controller Qualification), NZ School of Food & Wine
- Manager's Certificate, New Zealand
Languages
English
Hindi
Nepali
Dzongkha (Bhutanese)
Work Rights
Open Work Visa | Valid until May 2029
Timeline
Hospitality Manager
The Grill by SkyCity
03.2025 - Current
Part-time Manager / FOH / Barista
The Daily Mission
12.2024 - 03.2025
Shift Supervisor
Starbucks
01.2023 - 02.2024
Barista Trainer
Starbucks
09.2022 - 03.2023
Training Assistant Store Manager
Starbucks
12.2021 - 07.2024
Master of Management -
ICL Graduate Business School
Bachelor of Commerce - Finance
Royal Thimphu College