Florenz Anthony Yumul

I started as a Receptionist at Pirata Group rotating across 8 different outlets: Chaiwala, Tokyolima, Honjo, TMK Punk & Rolls, The Optimist, Pirata, TMK Funk & Rolls, La Favorita, and Tempo Tempo where I worked for a year managing floor operations, customer service, reservations, in addition to managing group bookings/events. I was rotating these roles simultaneously. I acted as a liaison between the kitchen and floor teams to ensure guests had a seamless experience.

In December 2022, I was promoted to Supervisor due to my previous experience, where I oversaw junior staff to uphold standards while continuing my customer service and guest experience responsibilities, along with preparing drinks at the bar.

By March 2024, I advanced to Assistant Restaurant Manager, a role I currently occupy. My main responsibilities include managing Market Man and Revel POS systems, taking reservations, overseeing beverage sales and stock counts, placing orders, handling invoices, and managing supplier relations and back-office operations.

I lead a team of 7-8 staff members alongside other Assistant Managers and the Restaurant Manager while simultaneously overseeing two restaurants namely Honjoko and TMK Funk & Rolls.

1. Leadership & Team Management

• Supervised day-to-day operations to meet performance, quality, and service expectations during service hours.
• Managed team of up to 10 part-time and full-time restaurant staff, maintaining exceptional customer service and quality standards.
• Developed strong working relationships with staff, fostering a positive work environment fostering open communication and openly addressing areas for improvement where required.
• Conducted regular meetings with staff to discuss performance and address any issues during team briefing before food service operations, identifying team weak points and implementing corrective actions to resolve concerns.
• Monitored restaurant operations and adjusted schedules and liaising staffing with other outlets via WhatsApp to meet peak customer demand.

2. Customer Service Excellence

Improved Customer Satisfaction:

• Addressed and resolved complaints promptly.

Enhanced Guest Experience:

• Provided extra attention to guests.
• Added extra dishes to the menu.
• Offered complimentary drinks based on guest preferences.

Order Management:

• Assisted guests in making appropriate order choices to prevent under-ordering or over-ordering.
• Helped course out dishes for a smoother dining flow.
• Recommended dishes based on kitchen availability and offered three Tasting Menus tailored to occasions and personal preferences.

Effective Communication:

• Communicated dietary preferences and allergies between guests and kitchen staff, demonstrating flexibility in accommodating guest needs.

3. Operational Efficiency

• Oversaw inventory control practices, reducing waste and maintaining optimal stock levels.
• Monitored daily cash transactions, ensuring accuracy in all financial reporting processes.
• Performed daily administrative tasks, such as ordering supplies, processing invoices, and reconciling accounts.
• Maintained positive relationships with Beverage vendors: Jebsen, Watson's Wine, Pernod Ricard, Amorosso, Altaya Wines, Shu Gen, Koji Sake, and New Too Yuen through WhatsApp for order tracking and open communications to ensure timely delivery of high-quality products at competitive prices.

4. Training participation

• The company used EdApp for basic employee trainings. EdApp tool is a mobile learning app mainly around Onboarding, Compliance Training, Skills Development and tailored to fit restaurant operations through gamification features like quizzes, games and leaderboards easily accessible through mobile phone.

My time at Selvedge Barbers was pivotal in preparing me for a future role as a Receptionist. The vibrant atmosphere of this Australian barbershop allowed me to develop essential reception skills and enhance my interactions with guests. I formed positive relationships with the diverse team of barbers from Ireland, Hong Kong, France, New Zealand, Japan, and Colombia, to name a few, which broadened my global perspective. This experience equipped me with valuable knowledge that I recognized would be advantageous in my career. My key responsibilities included preparing barber stations, ensuring hot and cold towels were available, managing laundry throughout the day, performing shop maintenance, and overseeing the closing and cleaning of the shop. My duties included:

• Client Greeting and Check-In: The receptionist is responsible for warmly welcoming clients as they arrive, checking them in for their appointments, and ensuring they feel comfortable.
• Appointment Management: This includes scheduling, confirming, and rescheduling appointments for clients, as well as managing appointment calendar to optimize flow of services throughout the day.
• Transaction Processing: The receptionist handles payment transactions, including cash and credit card payments, issuing receipts, and maintaining accurate financial records.
• Customer Service and Communication: They provide information about services offered, answer client inquiries via phone or in person, and address any concerns or complaints to ensure a positive customer experience.

I.T Fashion House Overview

I.T is a prominent fashion house in Hong Kong, established in 1988, featuring a variety of international brands. It operates two distinct lines: “I.T” for high-end luxury brands and “I.T” for more affordable casual and street wear options.

Experience at I.T Outlet

During my time at the I.T Outlet, I was involved in selling out-of-season merchandise at significantly reduced prices, determined by market trends and management decisions. This role provided me with valuable insights into retail operations as I worked as a sales assistant in a commission-based environment, where meeting monthly sales targets was essential. Despite facing language barriers, I consistently achieved these targets. With the support of patient colleagues, I learned Cantonese, which enabled effective communication with both customers and staff. Additionally, I gained skills in upselling and product recommendations, similar to techniques used in the food and beverage sector. My duties included:

Customer Service:

• Followed and served customers in-store, ensuring a positive shopping experience.
• Provided friendly and helpful assistance regarding brand origins, available sizes, and colors.

Stock Management:

• Performed stock management duties by organizing inventory in the storeroom using numerical and alphabetical order, categorized by brand, clothing type, color, and season.
• Conducted regular stock-taking to maintain accurate inventory levels.

Store Maintenance:

• Executed weekly duties to ensure cleanliness and safety for customer comfort.
• Made monthly adjustments to store fixtures and layout for mannequins according to seasonal changes.

Promotions Management:

• Regularly verified the accuracy of discounts and updated new discount tags as needed.

Sales Performance:

• Consistently met monthly sales targets through effective customer engagement and service.

SuperPark was an indoor adventure park designed for young teens, children, and families. My role mainly revolved around the following:

• Cleanliness and Organization: Maintained cleanliness and organization of activity stations in an indoor adventure park for young teens, children, and families.
• Safety Inspections: Conducted regular maintenance and safety inspections before and after each session to ensure a safe environment.
• Attraction Testing: Tested attractions before and after opening to guests to optimize safety.
• Guest Assistance: Assisted guests with equipment usage, provided safety instructions, and managed waiver forms for high-risk areas like the trampoline and skate park.
• Ride Operation: Operated controls, buttons, and switches to safely manage rides.
• Education on Rules: Educated visitors on park rules and regulations to foster a safe environment.
• Accident Prevention: Monitored areas to anticipate problems and intervened to prevent accidents.

Pizza Express Hong Kong is a franchise of the well-known UK-based casual dining restaurant chain, PizzaExpress.

Responsibilities:

• Take and Process Orders: Accurately take customer orders for pizzas and other menu items, inputting them into the point-of-sale system to ensure timely preparation.
• Serve Food and Beverages: Deliver pizzas and drinks to customers promptly, ensuring that all items are presented correctly and at the appropriate temperature.
• Provide Customer Service: Engage with customers to answer questions about the menu, make recommendations, and address any concerns or complaints during their dining experience.
• Maintain Cleanliness: Keep the dining area clean and organized by clearing tables, restocking supplies, and ensuring that utensils and condiments are readily available for guests.

Managed by Dairy Farm Hong Kong, Oliver’s The Delicatessen's flagship upscale store is situated at the Landmark in Prince’s Building.

Employment Experience at Oliver’s The Delicatessen

During my time at Oliver’s The Delicatessen, I held the position of salesperson for approximately three months. In this role, I was responsible for engaging with customers, providing them with information about our products, and assisting them in making purchases.

Due to an unexpected staff shortage and operational needs, I was reassigned to the delivery department, mainly packing online orders and delivering orders around Central district offices and homes.

I was a offered a promotion to Supervisor before I decided to resign, as I had a different career path in mind.

Maru Korean Restaurant Overview

Maru Korean Restaurant was a vibrant and busy establishment with a high guest turnover. We served a variety of traditional and street food-inspired Korean dishes, complemented by a shisha menu aimed at both young and mature adults.

Key Responsibilities

My duties included maintaining an adequate supply of shisha flavors, ensuring cleanliness of the pipes daily, and managing back-of-house tasks such as preparing and replenishing side dishes. Additionally, I was responsible for making drinks for guests, bussing tables, and ensuring that the grills had sufficient gas.

Overview
Wooloomooloo Prime is a premier Australian steakhouse located on the 21st floor of THE ONE shopping mall in Tsim Sha Tsui, Hong Kong specialising in fine Australian beef and Australian wines.

Responsibilities:

• Served food and beverages promptly with focused attention to customer needs.
• Maintained a clean and orderly dining area for an enjoyable guest experience; bussed and reset tables to keep dining room and work areas clean.
• Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
• Collaborated with the kitchen staff to ensure accuracy of orders, minimizing order errors and complaints.
• Promoted teamwork among front-of-house and back-of-house staff, fostering a positive work environment.
• Reduced wait times by efficiently transporting completed orders from the kitchen to the appropriate tables.

The Jewish Community Center (JCC) in Hong Kong serves as a central hub for the local Jewish community, which is primarily composed of Jewish expatriates. Established to cater to the needs of Jews living in Hong Kong, the JCC provides various facilities and services that promote cultural, religious, and social activities. My role was a Retail Store Associate at KosherMart, a grocery store mainly selling Kosher products.

• Sole male staff; responsible for most of the heavy workload such as bringing and lifting stocks from crates and handling heavy boxes of goods and produce.
• Stock management duties; double checking freshness or any damaged goods
• Checking for expired products or near-expired products to put for sale
• Participated in quarterly stock takes
• Regular replenishment
• Handling store cleanliness and checking for any damaged part of fridges, shelves for safety
• Handling freshly baked goods and packaging for shop daily
• Preparing and organizing goods in packages and boxes; double-checking to ensure everything is inside and in good condition