Guest relations assistant - South Lodge Hotel
(2024-02 - 2025-06)
- Serve as the primary point of contact for guests, ensuring personalized service and a welcoming atmosphere throughout their stay.
- Manage guest requests and resolve concerns promptly to maintain high satisfaction levels.
- Coordinate with all departments (front of house, housekeeping, F&B) to ensure seamless experiences.
- Assist with VIP arrivals, special occasions, and tailored service packages.
- Track guest preferences to enable customized service and repeat business.
Food & Beverage Supervisor / Duty Manager - South Lodge Hotel
(2021-11 - 2024-02)
- Worked closely with existing hospitality team including Conference & Banqueting Manager and Head Chef.
- Developed and mentored Food and Beverage staff & team, encouraging a culture of learning and continuous improvement.
- Maintained efficient running of all hospitality sections including bar areas, meeting rooms and kitchen areas.
- Supervised wait and service staff, arranging further training as necessary.
- Managed and supervised up to 12 members of staff on shift simultaneously.
- Interviewed pool of candidates to determine individual best suited to vacancies.
- Greeted guests, provided menu and took orders during events.
- Addressed questions, issues and complaints of customers and escalated major concerns to management.
- Noted customer orders and tables and informed kitchen staff of requests.
- Listened to customer desires and advised on best options for individual needs.
- Informed customer of serving time and other necessary notice such as availability and possible allergens.
Food & Beverage Supervisor / Duty Manager - South Lodge Hotel
(2025-07)
Food and Beverage Assistant - South Lodge Hotel
(2019-07 - 2021-11)
- Collaborated with catering supervisor, servers and event organisers regarding event logistics.
- Arranged appetizers, main cuisines and desserts in chafing dishes and trays.
- Served alcoholic and non-alcoholic beverages throughout event.
- Delivered food from kitchen to respective table or self-service area.
- Set tables and chairs, arranged table cloths and food display in preparation of event.
- Paid attention to the body language of customers and proactively asked if customers wanted top-ups.
- Calculated and presented accurate bills and accepted customer payments.
- Listened to customer desires and advised on best options for individual needs.
- Set fine dining tables with cutlery, crockery and glassware.
- Enquired about customer needs at regular intervals and promptly resolved complaints.
- Arranged and decorated furniture for parties and events.
Server - The Red Lion
(2018-09 - 2019-06)
- Answered questions about menu items, ingredients, allergy information and pricing, exceeding service level expectations.
- Ensured customers were satisfied with their meals and sold additional courses and beverages.
- Processed cash, credit card and contactless payments and returned change to customers with accuracy and integrity.
- Welcomed customers when they arrived at the restaurant with a friendly demeanour and high levels of customer care.
