Mary Lam
Perth,Western Australia
Summary
Energetic and personable professional with keen eye for detail and passion for customer service. Knowledge of cafe and restaurant operations and adept in management and team coordination. Offers proactive approach to multitask and apply critical thinking and problem solving skills to resolve potential issues in a high-stress, fast-paced environment. Displays effective communication and team work to encourage efficient operations.
Overview
8
8
years of professional experience
Work History
Assistant Cafe Manager
Voyage Kitchen City Beach
11.2022 - Current
- Managed daily cafe operations for smooth workflow and increased productivity.
- Trained new employees on company policies and procedures to maintain a high level of performance.
- Performed routine equipment maintenance checks to minimize downtime due to malfunctions or repairs needed.
- Monitored food safety standards, ensuring compliance with local health regulations for a sanitary environment.
- Developed strong relationships with regular customers, contributing to a loyal clientele base that ensured consistent business growth.
- Contributed creative ideas for themed promotions or seasonal specials that kept our offerings fresh while appealing to diverse consumer tastes preferences.
- Improved customer satisfaction by consistently providing friendly and efficient service.
- Resolved customer complaints professionally, ensuring repeat business and upholding the cafe''s reputation.
- Handled cash transactions accurately, maintaining proper accounting records for financial stability.
- Maintained a clean and organized workspace, promoting a safe and inviting atmosphere for customers and staff alike.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Filled in for absent employees in any position in cafe, keeping operations efficient even when short-handed.
- Minimized risks of cross-contamination and infection by directing team members to regularly clean and sanitize surfaces.
- Trained cafe employees to consistently exceed customers' expectations and provide superior service.
- Managed display products effectively to achieve consistent sales with minimal waste.
- Oversaw calendar to manage staff schedule and organize shifts for adequate coverage.
- Forecasted demand and scheduled employees effectively to handle coverage needs.
- Oversaw food preparation and monitored safety protocols.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
- Motivated staff to perform at peak efficiency and quality.
- Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines.
- Implemented effective inventory control systems to reduce food spoilage and waste.
- Inspected equipment and machinery for proper working condition and directed staff to clean and repair as needed.
- Reduced health risks and safety hazards by preparing beverage products consistently while creating cleaning schedules, restocking items and sanitizing equipment to adhere to health department standards.
- Monitored and adjusted pricing, discounts and promotions to maximize profitability.
- Maximized quality assurance by completing frequent line checks.
Restaurant Waiter
Lido Stirling
06.2021 - 01.2024
- Maintained clean and organized dining areas for optimal guest experience.
- Cultivated warm relationships with regular customers.
- Quickly reset and cleaned up tables after customers left to enable speedy turnaround and guest flow.
- Answered customers' questions, recommended items, and recorded order information.
- Supported fellow waitstaff through teamwork during busy times, sharing responsibilities as needed.
- Collaborated with kitchen staff to ensure timely delivery of orders, resulting in positive feedback from guests.
- Processed cash and credit card transactions accurately, maintaining accountability for all sales revenue generated during shifts.
- Maintained professional demeanor under pressure while managing challenging situations involving dissatisfied customers.
- Balanced excellent customer service with efficient task completion by multitasking effectively throughout each shift.
- Managed multiple tables simultaneously while maintaining high levels of accuracy on order placement and delivery.
- Addressed guest concerns promptly and professionally, fostering a positive dining atmosphere.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Bussed and reset tables to keep dining room and work areas clean.
- Utilized time management skills to prioritize tasks effectively during busy shifts, ensuring prompt attention to all guests'' needs.
- Developed strong rapport with regular customers, encouraging repeat visits and loyalty to the establishment.
- Contributed positively to the overall workplace culture through proactive communication, problem-solving, and a commitment to continuous improvement.
- Enhanced customer satisfaction by providing attentive service and anticipating guest needs.
- Contributed to efficient restaurant operations by assisting in bussing tables during peak hours.
- Assisted in training new waitstaff members, contributing to a cohesive team environment.
- Adhered to company guidelines and safety protocols for proper food handling and presentation.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Folded napkins and prepared silverware sets to provide adequate supply for host station.
- Communicated with kitchen staff to enable accurate food preparation.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Processed orders and sent to kitchen employees for preparation.
- Inspected dishes and utensils for cleanliness.
- Presented menus to patrons promptly after seating and answered questions about menu items, making recommendations upon request.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
- Monitored patrons for alcohol intake to appropriate levels and took measures to curtail inappropriate behavior.
Cafe Worker
Beaches Cafe
11.2016 - 06.2021
- Maintained a clean and organized café environment, adhering to health and safety regulations.
- Managed cash register transactions accurately, ensuring proper handling of cash and credit card payments.
- Wiped, sanitized and maintained floors, facility, and equipment to adhere with company standards and procedures.
- Handled high-pressure situations calmly while multitasking effectively to maintain optimal productivity levels during busy periods.
- Produced food and drink products adhering to company quality and quantity standards.
- Enhanced customer satisfaction by providing efficient and friendly service with a welcoming attitude.
- Displayed calm and friendly demeanor when addressing and resolving customer issues and complaints.
- Supported fellow team members in achieving a smooth workflow during peak hours.
- Contributed to team efficiency by cross-training in various roles such as barista, cashier, and food preparer.
- Resolved customer complaints promptly, offering solutions that ensured satisfaction while maintaining professionalism.
- Assisted in inventory management, tracking stock levels and reporting low supplies to the manager for timely reordering.
- Maintained clean and attractive product displays to entice customer purchases.
- Prepared fresh, high-quality food items by following strict company guidelines for preparation and presentation.
- Assisted in training new staff members on café procedures, policies, and customer service standards to ensure a consistent experience for all patrons.
- Demonstrated proficiency in operating espresso machines and other equipment to consistently deliver quality beverages.
- Trained new cafe workers in sales, customer service, and safety.
- Addressed and resolved customer service issues to establish trust and increase satisfaction.
- Maintained compliance with company policies and procedures for food safety, sanitation, and quality.
- Trained and supervised new staff to enhance customer service skills and comply with food safety standards.
- Maintained effective supply levels by monitoring and reordering food stock and dry goods.
- Checked on dining areas frequently to clean up spills, wipe down tables and restock stations.
- Kept kitchen, counter and dining areas cleaned and sanitized.
- Performed serving, cleaning and stocking to high standards and provided excellent customer satisfaction.
- Accurately operated cash register to process customer payments.
- Replenished condiments, beverages, and supplies while maintaining cleanliness of service areas.
- Prepared salads, soups and sandwiches for customers.
- Loaded dishwasher with china and thoroughly hand-washed dishes, pans and utensils to tidy up serving line.
- Completed milkshakes and ice cream desserts for customers.
- Documented customer orders and conveyed special requests to kitchen staff.
- Brewed coffee and tea and changed out drink station syrups.
- Kept pastry and dessert case stocked with fresh selections and arranged to entice orders.
- Kept drawer balanced by accurately processing cash, credit and debit payments.
- Prepared recipe ingredients by washing, peeling, cutting, and measuring.
- Readied customers' take-out orders in secure bags with appropriate amounts of condiments, silverware and napkins.
- Reconciled receipt totals, cash and credit payments to address shortages.
Education
High School Diploma -
Mount Lawley Senior High School
Mount Lawley, Perth, WA11-2016
Skills
- Scheduling and planning
- Staff training and development
- Health and safety regulations
- Food safety compliance
- Employee relations
- Operational efficiency
- Staff management
- Continuous improvement
- Employee scheduling
- Expiration monitoring
- Menu development
- Sanitation
- Order management
- Food orders
- Event preparation
- Sanitation control
- Cafe inventory
- Health department compliance
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Reliable and responsible
- Attention to detail
- Collaboration and teamwork
- Multitasking Abilities
- Reliability
- Excellent communication
- Critical thinking
- Customer satisfaction
- Organizational skills
- Team leadership and collaboration
- Active listening
- Adaptability and flexibility
- Money handling
- Decision-making
- Safe food handling
- Relationship building
- Calm and pleasant demeanor
- Employee supervision
- Delegating assignments and tasks
- Team building
- Task prioritization
- Work Planning and Prioritization
- Infection control
- Monitoring food preparation
- Interpersonal skills
- Analytical thinking
- Conflict resolution
- Operations management
- Hospitality management
- Professionalism
- Quality control
Languages
English
Native or Bilingual
Vietnamese
Full Professional
Korean
Limited Working
Japanese
Limited Working
Timeline
Assistant Cafe Manager
Voyage Kitchen City Beach
11.2022 - Current
Restaurant Waiter
Lido Stirling
06.2021 - 01.2024
Cafe Worker
Beaches Cafe
11.2016 - 06.2021
High School Diploma -
Mount Lawley Senior High School
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