Zug, Zug, Switzerland
As a dedicated employee I have been promoted to an Associate position, maintaining my role in operations and adding a variety of other challenges to my experience. In the extended absence of my team leader, I was chosen to take over his role, delegating work and assuring the completion of the daily/long term goals that we have chosen to meet the demands of our upper management and CEO. I have maintained a high moral within my team through difficult circumstances and company policy changes. In order to lead by example I have worked as hard as I have demanded and have focused on coaching my team in the specific areas that they need to improve on. On top of this I have taken on additional work, assisting our recruitment team to expand our employee base to meet the growing demand of our clientele. Working side by side with both teams allowed me to fill in gaps that were missing in each department. I helped optimize our hiring process based on my operational experience and focused on personalizing the onboarding for our agents, creating a more effective transfer into their roles and reducing potential turn over.
As a key member of the operations team, I manage and streamline employee schedules in alignment with client needs, ensuring consistent and high-quality service delivery. I leverage an array of software tools, including Zendesk, Google sheets and our own internal administration platform at Batmaid. Key Responsibilities: - Oversee B2C and B2B client schedules and ticketing, ensuring prompt response times and smooth coordination between clients and agents. - Communicate with clients and internal teams primarily through Gmail and 3CX, facilitating seamless coordination across multiple zones in Switzerland. - Conduct face-to-face meetings with clients and agents, as well as handle on-call responsibilities, creating tickets and addressing customer inquiries as needed. - Manage administrative tasks, including employee work permits, social support documentations, and executing reimbursements for customer claims due to damaged goods. Handle commercial gestures and compensation efforts to maintain client satisfaction and retention. - Maintain high service standards while ensuring clear and effective communication in both English and German. - Actively contribute to sales initiatives by fostering long-term client relationships and increasing monthly booking volumes. - Mentor and train new interns, optimizing team efficiency and instilling best practices for managing operational workflows.
Oversaw the setup and breakdown of the bar and terrace, ensuring smooth operations and an exceptional guest experience. Fostered a positive and collaborative work environment, motivating the team to deliver high-quality service while maintaining efficiency. Managed stock organization and inventory, ensuring resources were adequately prepared for the upcoming week and minimizing shortages. Provided expert advice on drink selections, including promoting the "Beer of the Month," and developed innovative cocktail recipes to enhance the menu. Led staff training programs, quickly bringing new team members up to speed and ensuring consistent delivery of service standards. Collaborated on marketing initiatives, contributing to the creation of engaging content for the Buvette's Instagram page to promote brand awareness.
Looking after international guests, Preparing and developing drinks, Checking incoming food deliveries, Training and supporting new employees, Mis en place work and managing a service station, Washing up and tidying up
Looking after and advising international guests, Mis en place work and running a service station, Preparing the extensive breakfast buffet, Preparing drinks, breakfast and coffee beverages, Collecting payments and preparing daily accounts, Catering at events
I took a challenging role, helping elevate service standards, catering to an upscale clientele, including international business professionals, affluent tourists, and local regulars. Managed and executed breakfast and lunch service, ensuring timely and professional delivery, while offering expert recommendations from an extensive wine list to enhance the dining experience. Coordinated the preparation and presentation of a substantial breakfast buffet and a la carte meals, ensuring quality and consistency in every dish. Delivered personalized service for private events, working closely with the team to strategize and optimize operational efficiency, meeting the diverse needs of high-profile guests. Maintained a high level of professionalism and attention to detail, consistently exceeding guest expectations and ensuring satisfaction. Coaching fellow team members, improving beverage product quality and service efficiency.