Skill set (7)
Cain in a few words
A rich experience in the Industry with 10 years of career success in wide range of roles and functions like Customer Service/Operations, Training & Development, Guest Relationship Management and Sales / Revenue. I always wish for the best but prepare for the worst. It is precious to have the sense of achievement and success, but what is even more valuable for me is to learn lessons from every process I have come through and make some progress in future works. Additionally, compared to simply sit and wait, I would rather take actions first.
Experience
- MilanoDeputy General ManagerHOSPITALITYJanuary 2021 - Today (3 years and 9 months)Dublin, IrelandDublin• Handled all employee scheduling to ensure adequate, cost-efficient shift staffing.• Improved customer satisfaction and sales through considered coordination with colleagues, enhancingoverall care and service.• Monitored weekly inventory control, creating templates to ensure optimal food and beverage stock forexpense elimination.• Encouraged staff to cross-sell additional products to purchasing customers.• Secured revenue, accurately monitoring cash intake and deposits to eliminate discrepancies.• Worked with drive and determination to consistently exceed targets, leading by example to motivatehigh-achieving teams.• Hired, tasked and evaluated staff, providing comprehensive training in sales and customer service.• Interviewed and hired high-performing, dedicated staff members, adding team value.• Used forecasted and current financial data to set clear budget targets.• Helped senior management plan and carry out daily operations and meet key objectives.• Managed team of dedicated employees, overseeing hiring, training, and professional growth ofemployees.• Maintained cleanliness and sanitation across all food service, storage, and preparation stations.• Identified, investigated and corrected operational issues to maintain optimal levels of service.• Performed restaurant walk-through to gauge timeliness and excellent service quality.• Monitored service periods and realigned team positions to provide optimal coverage to meet customerdemands.• Determined root cause of performance trends, developing process improvement plans to targetassurance in safety, quality and customer satisfaction.• Trained Front of House (FOH) staff on restaurant policies and procedures, guest service techniques,and communication skills to ensure positive experience.• Counselled and disciplined staff, addressing issues promptly and providing constructive feedback.• Conducted regular inspections to ensure cleanliness in all bar and Front of House (FOH) areas.• Maintained high levels of cleanliness, organisation, storage and sanitation of food and beverageproducts to ensure quality.• Handled escalated customer complaints to provide full resolutions and promote loyalty.• Minimised loss and misuse of equipment through proper supervision and staff training.• Built sales forecasts and schedules to reflect desired productivity targets.
- Marlin HotelReceptionistDecember 2020 - January 2021 (1 month)Dublin, IrelandDublin, DublinblankContentIdentifier• Maintained clean and orderly reception area to impress and welcome visitors.• Greeted clients and customers promptly and professionally, offering friendly, knowledgeable support.• Directed clerical tasks including copying, faxing and file management.• Captured and processed client information, entering data into online systems for wider company use.• Managed external correspondence by skilfully handling incoming telephone calls and drafting clientemails.• Used in-depth Microsoft Office Suite knowledge for recordkeeping and documentation.• Collaborated effectively with customers and staff to maintain smooth-running company operations.• Filed and maintained invoices, customer records and other paperwork to facilitate ease of retrieval.• Maintained peak office inventory levels by promptly restocking supplies and generating purchaseorders.• Processed and distributed incoming correspondence to relevant staff, enabling swift query resolution.
- Health Service ExecutiveCall Centre AgentOctober 2020 - November 2020 (1 month)Dublin, IrelandDublin• Recorded details from customer communications on CRM.• Dealt with complex customer complaints professionally and politely, resolving issues with favourablesolutions.• Supported team leader in improving operations and resolving issues to deliver top-notch service.• Maintained excellent satisfaction by quickly and effectively problem-solving customer issues andcomplaints.• Stayed up to date in HSE guidelines and additions, changes or removal to efficiently answer customerqueries.• Increased customer satisfaction by offering friendly, helpful and informative customer service.• Answered and dealt with 150 cu cases per day, regarding complex problems or difficult situations.
Recommendations
Education
- Level 7 CIPD in Human Resource ManagementICS Learn2023Level 7 CIPD in Human Resource Management
- Leaving CertificateColaiste Mhuire2012Leaving Certificate