MICHAEL HAYE
Plettenberg Bay
Summary
Experienced hospitality professional with 15 years in the industry, including 6 years in management roles. Proven track record of delivering exceptional customer service, leading teams, and ensuring seamless front-of-house and back-of-house operations. Skilled in staff training, operational efficiency, and maintaining high service standards. Passionate about creating memorable guest experiences and driving business success.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Front of House Manager
Sol Kitchen
03.2024 - Current
- Maintained positive team environment by encouraging teamwork and respect in accordance with company mission.
- Adhered to safe work practices, food safety regulations, and corporate guidelines.
- Addressed guest concerns and resolved all issues to guests' satisfaction.
- Performed cash handling activities and secured nightly bank deposits.
- Managed day-to-day FOH operations to drive quality, standards, and meet customer expectations.
- Coordinated with suppliers to establish timely delivery of food and beverage items.
- Managed staff schedules and maintained adequate coverage for all shifts.
- Developed unique events and special promotions to drive sales.
- Utilized upselling techniques to maximize revenue and increase customer satisfaction.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Bartender
Groenvlei Guest Farm
02.2022 - 03.2024
- Demonstrated excellent customer service skills by efficiently responding to requests in a timely manner
- Performed all cleaning duties before, during and after shift including sanitizing bar surfaces
- Followed alcohol awareness procedures for preventing intoxication and dealing with intoxicated guests
- Prepared alcoholic beverages promptly according to recipes or customer specifications
Bartender
Maud se Gat
09.2023 - 11.2023
- Developed strong working relationships with customers and staff
- Efficiently managed multiple tasks simultaneously while maintaining a professional demeanor
- Kept bar organized and clean during busy hours
- Handled cash drawer accurately throughout shift including opening and closing out register each day
- Demonstrated excellent customer service skills by efficiently responding to requests in a timely manner
- Completed POS transactions, returning currency, coin, and payment cards to patrons
- Checked customer identification to verify age requirements for alcohol purchases
- Prepared alcoholic beverages promptly according to recipes or customer specifications
- Prepared beverages and cocktails according to mixing and presentation standards and recipes
- Developed extensive knowledge of beer, wine, spirits, cocktails and other beverages to ensure accuracy when taking orders
Content Developer
Rogerwilco
02.2022 - 03.2023
- Edited and proofread existing content for grammar, accuracy, clarity, consistency, and style
- Maintained a library of approved images and other digital assets used in content creation
- Analyzed website analytics data to measure the effectiveness of published content
- Ensured all published materials adhered strictly to brand guidelines
- Edited and formatted content to prepare and submit for publication
- Communicated with clients to assess needs and provide anticipated project timelines
Hotel Duty Manager
Stay Easy
08.2016 - 11.2021
- Managed the daily operations of the hotel, including front desk services, housekeeping, maintenance, accounting and personnel
- Developed strategies to improve customer satisfaction levels
- Monitored inventory levels of supplies and equipment necessary for day-to-day operations
- Ensured adherence to established policies when dealing with guests or handling cash transactions
- Analyzed guest feedback surveys to identify areas for improvement within the organization
- Conducted regular meetings with department heads to review performance objectives and discuss operational issues
- Liaised with vendors to negotiate contracts for the purchase of goods or services
- Organized special events such as conferences, weddings or banquets according to client specifications
- Supervised training programs for new employees on policies and procedures related to their positions
- Handled customer complaints professionally while providing solutions in a timely manner
- Responded to and promptly resolved guest complaints or issues to maintain guest satisfaction
- Greeted and registered guests
Education
Diploma - Hospitality
Boland College
Paarl12.2015
Skills
- Customer service excellence
- Problem-solving abilities
- Multitasking capabilities
- Team leadership
- Conflict resolution
- Training and mentoring
- Food costs and Order accuracy
- Complaint handling
- Staff supervision
- Point of sale systems (Odyssey, Micros, Yoco, Aronium)
- Hiring of Staff
- Floor management
- Restaurant operations
Certification
- Luxury Hospitality Standards
- Welcome Managers
- Health and Safety
- Front Office
- Introduction to Cybersecurity Course
- Build a Website with HTML, CSS, and Github Pages Skill Path
- Building Interactive JavaScript Websites Course
- Learn CSS Course
- Learn JavaScript Course
Languages
English
Bilingual or Proficient (C2)
Afrikaans
Bilingual or Proficient (C2)
Dutch
Intermediate (B1)
Personal Information
- Date of Birth: 06/12/95
- Nationality: South African
Timeline
Front of House Manager
Sol Kitchen
03.2024 - Current
Bartender
Maud se Gat
09.2023 - 11.2023
Bartender
Groenvlei Guest Farm
02.2022 - 03.2024
Content Developer
Rogerwilco
02.2022 - 03.2023
Hotel Duty Manager
Stay Easy
08.2016 - 11.2021
Diploma - Hospitality
Boland College
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