Mary Anne Velasco

At Al Baik, The Restaurant Coach plays a pivotal role in maintaining the brand's high standard and ensuring smooth restaurant operations.The primary responsibility associated with this position include:

• Team Leadership; Guiding and Supervising restaurant staff to ensure efficient service delivery and cohesive working environment.
• Operational Management : Overseeing daily operations to align with Al Baik Quality and Service Standards.
• Customer Satisfaction ; Maintaining High levels of customer satisfaction by addressing feedback and ensuring a positive dining experience.
• Training and Development; Implementing Training programs to enhance staff skills and promote career growth within the company.
• Compliance and Safety ; Ensuring adherence to health and safety regulations to provide a safe environment for both Customers and staff.

• Restaurant officer in charge of daily management and operation , ensures the delivery of superior food and beverages services to induce customer satisfaction .
• Maintain the restaurant's revenue and profit from high quality production ,and customer -service standards.
• Works to handle team conflicts and oversee team performance ,aids in Inventory Management to streamlining operations and Sanitation with safety Regulation.
• As Senior Restaurant Manager , i must provide strong leadership and motivation to handle staff train and improve their skills and work ethic. It is also my duty to respond to customer queries and complaints to mitigate potential conflicts, interacts with diners to build positive rapport with different types of people and market for smooth restaurant operation.
• Customize customer experiences to build brand loyalty.
• Enhanced working relationships by participating in team-building activities.
• Maximize customer engagement and satisfaction by delivering excellent customer service.
• Demonstrated outstanding product knowledge to achieve high customer satisfaction levels.
• Built and maintained courteous and effective working relationships.
• Inspected products and services to comply with quality standards.

• I am responsible for a multitude of tasks including Working Closely with the Restaurant Managers to ensure the Restaurant Operation is in line with company procedure
• Manage minimum 62 staff, Uphold SHAKE SHACK Vision, Extensive Quality and Hygiene Assurance
• To lead the team on each shift and ensure the Company Standards are upheld
• Providing Administrative and clerical services to ensure effective and efficient Operations
• Training and Managing staff for proper Procedure
• Maintaining the Brand Standards
• Created a Cross Training program Ensuring staff member were able to perform confidently and effectively in all position
• Provided Extensive Health and Safety Training to all staff members
• Achieving a Score of 99% from NSF Audit, Inventory, Monitoring and placing orders
• End -of-day closing operation
• Overseeing day and night shift teams
• Handled escalated customer complaints to provide full resolutions and promote loyalty.
• Guaranteed compliance with food safety procedures and quality control guidelines.
• Performed restaurant walk-through to gauge timeliness and excellent service quality.

• Greet all customers with a friendly smile
• Honors Customers by providing quick friendly and personal service
• Initiates dialogue and develops rapport with customers by learning their names, Favorites drinks and food items
• Generates customer satisfaction, responds appropriately to customer concerns
• Communicates customer complaints/concerns to manager on duty
• Accurately processes transaction through the POS and counts back the change to customers
• Sells and serves baked goods and miscellaneous food items to customers
• Maintains the highest level of standards for all product preparation
• Provides top quality espresso shot for hot and cold beverages
• Follow health sanitation guidelines for all products
• Maintains continuous communication with other staff functions during peak business times
• Contributes to a positive work environment
• Makes an effort to improve job skills, knowledge and education
• Communicate verbally with staff members &guests
• Work successfully as part of a team, while under pressure
• Maintain positive morale and professional attitude.
• Monitored cafe for seating availability, safety and wellbeing of guests.
• Checked temperatures of freezers, refrigerators and heating equipment to verify proper functioning.
• Maintained highest standards of conduct and personalised customer service.

• Maintaining and developing relationships with existing customers via meetings, telephone calls and emails
• Visiting potential customers for new business
• Negotiating the terms of an agreement and closing sales
• Prepare presentations, proposals and sales contracts
• Prepare corresponding quotation demand letters and send emails
• Keep track of vacancies in companies contact them to find out if there are any posts empty for companies to generate new business
• Screen and short listing the candidates for employer’s interview
• Decides in the recruitment and overall process
• Coordinating and representing recruitment, exhibitions, trade fairs and other events
• Follow up for collection of payment.

• Analyzed sales report and district goals to developed new business; collaborated with the store manager to create strategies to increase sales and maximize profit
• Provided exceptional customer service to clients; resolved customer issues in a timely manner.
• Maintained clean and organised workspaces, enabling coworkers to easily locate resources and products.
• Described menu items to customers and suggested products based on stated preferences.
• Checked temperatures of freezers, refrigerators and heating equipment to verify proper functioning.
• Provided customers with product details such as coffee blends and preparation descriptions.

• Receive accommodation reservation from visitor
• Taking the details of all arriving guests
• Allocating rooms to all guests
• Making travel arrangements for the guests
• Handling all customer complaints and queries
• Taking messages for the visitors
• Coordinating the delivery of room service
• Ensuring the safety and security of all guests
• Preparing hotel correspondence.
• Directed clerical tasks, including copying, faxing and file management.
• Offered outstanding hospitality throughout client visits, aiding positive customer experiences and loyalty.
• Welcomed guests and clients in friendly, positive manner.
• Delivered polite, professional customer service to enhance business reputation through positive first impressions.
• Met incoming customers with professional approach and provided friendly, knowledgeable assistance.

• Escort customers to their table, bring wine selection to tables with appropriate glasses
• Pour wines to the customer, prepare checks that itemize, and total meals cost sales taxes, collect payment from the customer.
• Optimised customer experience, serving each guest with sincere, positive and enthusiastic attitude.
• Processed cash, credit card and voucher payments to fast track process.
• Made product recommendations to customers based on preference, food pairings and special promotions.
• Kept detailed inventories of supplies, ensuring bar areas were strategically stocked to maintain efficient workflow.
• Upheld high standard of cleanliness in all work areas to comply with health and safety regulations.
• Maintained facility compliance with health codes, sanitation requirements and licence regulations.