Keith Matthies Email and Phone Number

Responsible for management of customer facing hospitality business. I was in constant contact with suppliers and customers and was the point of contact for all day to day decision making.Achievements:Optimised dining room seating by rearranging existing table configuration and using previously under utilised lounge area, resulting in an overall increase in dining capacity of 30% over 4 years. Maximum dining capacity increased 50% for event days. Increased diner satisfaction from 4.1/6 to 5.2/6 based on reviews.Engineered an automated stock ordering and management system to increase efficiencyImplemented new stock management systems to address previous issues of missing stock, breakages and wastage.Resolved in-house technical issues before escalating to a professional call out, reducing business costs.Led the team through a full interior renovation of the hotel including extension of outdoor beer garden while maintaining business profitability, reflected most notably through high retention of gaming revenue.Despite the challenges of COVID-19 and subsequent restrictions, retained most of our strong, experienced team and remained fully operational and profitable while many other businesses in the industry were closing, reducing hours or operating under staffed.Stock ordering, rostering, staffing, managing wage costs, Wagering, Gaming and Liquor compliance, stock loss prevention, customer service, training, RSG, till maintenance.

Oversaw Gaming operations of the business with a focus on improving customer base and management of loyalty program.Achievements:Improved staff training and developed a stronger customer service model resulting in higher patron retention rates and an increase in turnover of 12.92% on the previous financial yearIntroduced a member loyalty rewards program and further expanded benefits with a tiering based model, reducing business costs while rewarding regular patrons.Implemented new operating procedures which increased service efficiency while maintaining quality professional standards.Continuous focus on high regulatory compliance incorporating a customer focused approach to the delivery of Responsible Gambling.

In charge of venue in Venue Manager's absenceCo-ordinated small team of up to 10 staff during busy service timesResponsible for interacting and responding to customer complaintsStaff trainingImplemented changes in wagering processes

Supervise, Training, Functions,

Supervise Gaming, Wagering, Bar and Bistro.

Gaming, Wagering, Bar service