Mitchel de Kok

Hospitality professional seeking employment with over ten years of industry experience in 5-star hotels, fine-dining and casual hospitality venues throughout The UK, The Netherlands and Australia. Proven management experience in restaurants, guest relations and front office as well as experience in junior roles of bartending and section waiting. Achieved a Hospitality Management degree from the ROC Mondriaan (2008-2012). Currently open to customer service roles, preferably fully remote.

Customer Service at Roche Diabetics (2024-09 – 2025-09)

Work from home position through Transcom Portugal on the Roche Diabetics (Accu-Chek) Project. Received inbound calls from diabetic patients in The Netherlands and Belgium that needed help with their insulin pumps, blood glucose meters or glucose sensors. Calls were documented in Salesforce and replied to emails and contact forms through Salesforce.

• Provided customer support for insulin pumps, blood glucose meters and glucose sensors
• Documented calls and interactions in Salesforce CRM system
• Responded to emails and contact forms from patients
• Served Netherlands and Belgium customer base

Restaurant Manager at Walter's Steakhouse (2023-07 – 2024-05)

Involved in management on a deeper administrative level while managing five services and one close per week. Learned to keep COGS in line (30% or lower) and manage wage cost dynamically. Looked after recruitment and organised trainings for staff development.

• Made weekly rosters for sommeliers, waiters and managers
• Managed cash flow and reconciled financials at end of week
• Conducted P&L analysis and justification with directors and Operations Manager
• Led Wednesday operations meetings with all HODs to discuss large functions
• Handled complaint resolution and maintained compliance
• Managed staff recruitment and performance management
• Drafted new documents and conducted cocktail R&D
• Assigned and approved weekly budgets to bar manager and head sommelier
• Dealt with HR-related subjects in-house

Restaurant Manager at Southside Restaurant (2020-11 – 2023-07)

Part of the management team since pre-opening. Helped recruit and assemble the opening team, created the FOH training manual for sequence of service and trained the opening team. Emphasised training and up-skilling staff due to challenges in finding experienced staff during Covid lockdowns.

• Administered front of house rosters and staff allocation
• Managed cash and tip management
• Conducted weekly meetings with heads of department
• Approved and managed timesheets at end of week
• Performed all opening procedures
• Liaised with beverage and kitchen team to compose daily briefing sheet
• Managed reservations and handled complaint resolution
• Conducted end of day financial reporting
• Created FOH training manual for sequence of service

Restaurant Supervisor at Little Valley (2018-07 – 2020-03)

Part of the Little Valley team from opening day as a bartender and section waiter, then promoted to restaurant supervisor. Won awards including 'Queensland #1 FOH Service Award' in The Courier Mail 2019 Restaurant Awards.

• Performed all opening procedures
• Conducted staff briefing
• Managed general restaurant service
• Provided customer wine advice
• Won 'Queensland #1 FOH Service Award' in The Courier Mail 2019 Restaurant Awards

Guest Service Supervisor at The Hilton Hague (2016-02 – 2017-04)

Stationed at reception desk overseeing day to day operations of the Front Office, Concierge services, Valet Service and assisting the M&E team on weekends. Engaged with key corporate booking partners and third party travel agencies. Managed VIP clientele relations and guest communications.

• Oversaw Front Office, Concierge services and Valet Service operations
• Assisted M&E team on weekends
• Engaged with key corporate booking partners and travel agencies
• Balanced hotel occupancy by managing rooms available on booking websites
• Managed VIP clientele relations and guest communications
• Handled conflict and complaint resolution and compensation

Reception Manager & Guest Relations Manager at The Royal Horseguards Hotel (2014-07 – 2016-02)

Managed the reception team of 18 employees, led the shift during service and managed shift handover. Conducted informal 'one to one' catchups on a three monthly basis with all reception staff and formal appraisals every six months.

• Managed reception team of 18 employees
• Led shifts during service and managed shift handovers
• Managed hotel occupancy to estimate necessary staffing levels
• Managed staff timesheets and rostering
• Conducted informal 'one to one' catchups on three monthly basis with reception staff
• Conducted formal appraisals every six months
• Engaged with travel agencies to balance hotel occupancy
• Managed Tripadvisor guest responses on behalf of the hotel

Guest Relations Executive & Manager at The Thistle Marble Arch (2011-07 – 2014-07)

Point of contact for any regular or VIP guests ensuring special occasions such as birthdays, anniversaries and honeymoons were given necessary attention. Responsible for guest satisfaction through communications and conflict resolution.

• Served as point of contact for regular and VIP guests
• Ensured special occasions (birthdays, anniversaries, honeymoons) received necessary attention
• Managed guest communications
• Handled conflict and complaint resolution and compensation

Hospitality Management in Hospitality Management – ROC Mondriaan (2008 – 2012)