oanna Sebastian

Experience & Contributions

customer care/ sales consultant

Vita Group (Telstra shop Rockhampton) – June 2019 - PRESENT

Engage and develop rapport with customers, engage in personalized consultations to explore technology solutions that can enhance their life

Building return business by creating personalized customer relations

Deliver excellent customer service and managing complaints

Achieve individual targets through weekly coaching and feedbacks

Café resrtaurant Manager

Rozzi’s Italian Café – March 2018 – January 2019

Responsible for recruiting and training employees

Assign tasks and duties enforcing cleaning and safety standards

Ensuring high level of customer satisfaction, resolving complaints as it arises

Check and monitor food quality and presentation

Responsible for stock management: ordering, forecasting, organization and monitoring

Coordinating with Stockland for marketing initiatives and create upselling activities

Assistant Manager

Mercure Hotel, Broome – August 2016 – October 2017

Act as the Hotel Representative in the absence of General Manager

Responsible for the day to day operations of the Food and Beverage Department (Restaurant, Functions and Catering, and the Local Pub)

Act as Duty Manager for the hotel across all departments (Reception, Housekeeping, Bottle Shop) and on call 24/7 to assist guests overnight as per roster

Ensures a high level of customer service at all times.

Act as “salesperson” by active selling of hotel special promotions, facilities and Le Club memberships within Accor. Apply, recruit and adhere to the Accor Le Club Hotel membership program

Resolve complaints of customers. Apply decisions to reach a win-win situation on behalf of the Hotel and the customer.

Food And Beverage Manager

Harry’s Restaurant and Redford Bar (Longreach Motor Inn) · September 2015 - February 2016

Set up and implemented service cycle to elevate customer service standards, by preparing and implementing service key-steps

Approved functions contracts, meet and discussed budget with clients. Plan function menus with chef, manpower scheduling

Implemented systems for a safe, secure, and healthy environment by establishing, following, and enforcing food safety and work health and safety standards and procedures.

Created effective inventory and stock take system and par stocking levels for bar for more efficient remote bar order taking for pool area and outside functions

Ensuring delivery of quality food and high service level for Room Services in a 55-room motel, pool and bar orders by doing random room checks with guests

Assistant Restaurant Manager

Sizzler Rockhampton · March 2014 to September 2015

Assists general manager with restaurant operations focusing on effective shift management

Efficient rostering to meeet labour budget, successfully reducing man-hours through effective shift management

Oversees maintenance of high standards of guest service and satisfaction including successfully resolving guest complaints

Performs product inventory management completing stock take counts, product rotations, following proper storage and food procedure policies to maintain food safety and sanitation standards and regulations

Strict enforcement to OHS standards through management travel path and OHS weekly self-audit compliance

Responsible for manpower planning: hiring, training and orientation

Restaurant Manager

Gerry’s Grill Restaurant and Bar (Philippines) 2011 – 2014

·Successfully achieved financial objectives by preparing annual budgets and analysing EBITDA

·Successfully turned around the restaurant, generating profit in 1 year, effectively managing KPI’s

·Created effective marketing activities that generated increase in sales for profit centres (functions, catering and deliveries) negotiated expansion of delivery and intensified delivery promotions that resulted to increase in deliveries from 7 to as many as 60 deliveries a day.

·Implemented system improvements to exceed Quality Service Cleanliness and Hospitality objectives through conducting and completing internal audits, preparing and completing action plan.

·Recruiting qualified candidates, providing training and orientation, clearly communicating job expectations. Improved staff performance through regular reviews, strictly enforcing policies and procedures, and planning and reviewing compensation actions

Assistant Restaurant Manager

Hungry Jacks, S.A. · 2009 – 2011

·Achieved corporate operating standards and maximised business opportunities to drive sales and improve profits by effectively managing control of food and labour costs, and ensuring the highest standards of food, service, and cleanliness maintained

·Recruited, trained and retained qualified staff communicating with the staff to ensure efficient food service

·Maintained health, safety, and hygiene procedures complying with occupational health and safety, and risk assessment policies and regulations

Quality Coach/ Analyst

RMH Teleservices Asia and Pacific Region 2007 – 2009

·Coached and mentored up to 30 agents per week to ensure quality standards are achieved and policies are followed

·Conducted side-by-side, real time barge-in, and remote monitoring to phone agents focusing on customer care, process and functional knowledge, and resolution attributes

·Identified and conducted communication skills training and soft skills training to agents depending on current skills and competency gaps

Education and Training

BACHELORS DEGREE IN COMMUNICATION ARTS

Training Courses:

Food Safety Supervisor Responsible Service of Alcohol Unrestricted Approved Manager WA Fire Warden Training Management Education Program Microsoft Excel Intermediate Workshops Microsoft Customer Service Training Coaching Essentials Basic Operations Training Program Crisis Management and Media Handling

Inventory Management Performance Management System Presentation Skills Seminar

Building and Equipment Maintenance Quality Management System Financial Analysis: Introduction to PNL

Food Safety and Cleanliness standards Product Quality Delivery and Assurance 1 & 2, Quality Systems Validation

Management Shift Management Effectiveness

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