Trudy Spicer
Dunedin
Summary
Dynamic and results-driven professional with extensive experience in operational management at Blend Espresso. Proven track record in conflict resolution and employee training, enhancing team performance and customer satisfaction. Adept at inventory management and budget oversight, ensuring compliance with health and safety regulations while fostering a positive work environment.
Overview
11
11
years of professional experience
Work History
Duty Manager
Blend Espresso
Mosgiel
11.2019 - Current
- Evaluated individual and team business performance and identified opportunities for improvement.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Developed and maintained a safe working environment, adhering to all safety protocols and regulations.
- Conducted regular inspections of equipment and facilities in order to identify any maintenance needs.
- Collaborated with upper management to improve productivity of operations.
- Investigated customer complaints in a timely manner, resolving issues efficiently.
- Organized employee appraisals, providing feedback where necessary.
- Created positive work environment for employees and delivered exceptional customer service.
- Monitored inventory levels to ensure product availability for customers.
- Supervised cash handling procedures, ensuring that all transactions were processed accurately.
- Ensured compliance with local licensing laws and regulations relating to serving alcohol.
- Addressed and resolved interpersonal conflicts within the team, maintaining a harmonious work environment.
- Responded promptly to any emergency situations that arose during shifts.
- Oversaw inventory management, ensuring adequate stock levels and reducing waste.
- Delegated work to staff, setting priorities and goals.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
General Manager
Rosebank Lodge
Balclutha
07.2016 - 09.2019
- Ensured compliance with applicable laws, regulations and industry standards pertaining to operations management.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
- Implemented employee recognition programs to motivate staff members towards achieving organizational goals.
- Identified areas of improvement in current business practices and collaborated with other departments to develop action plans for implementation.
- Directed or coordinated financial or budget activities to fund operations and maximize investments.
- Coordinated with kitchen staff to ensure timely preparation and delivery of orders.
- Issued room keys and escort instructions to bellhops.
- Conducted regular inspections of the premises to identify any maintenance needs.
- Welcomed customers to property and offered immediate assistance with needs.
- Conducted regular training on hospitality trends and customer service best practices.
- Upheld strict compliance with health and safety regulations to ensure a safe environment for guests and staff.
Host Manager
Madam Woo
Dunedin
09.2014 - 07.2016
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Resolved customer complaints in a professional manner to maintain positive relationships with guests.
- Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
- Conducted weekly team meetings to discuss performance issues and provide feedback.
- Worked in close collaboration with team members to ensure customers received high-quality service.
- Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
- Trained new employees to perform duties.
Education
High School Diploma -
Cargill High School
Invercargill12-1992
Skills
- Operational management
- Inventory management
- Reliability
- Conflict resolution
- Health and safety
- Budget management
- Employee training
- Excellent communication
- Payroll processing
- Attention to detail
- Customer service focus
- Team building
Timeline
Duty Manager
Blend Espresso
11.2019 - Current
General Manager
Rosebank Lodge
07.2016 - 09.2019
Host Manager
Madam Woo
09.2014 - 07.2016
High School Diploma -
Cargill High School
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