Jian Cheng Lee
Food & Beverage
Kuala Lumpur
Summary
Accomplished Service Manager at Grand Harbour Restaurant, adept in customer service management and MS Office, significantly enhanced client satisfaction through innovative service strategies and effective problem-solving. Excelled in relationship building, leading teams to operational excellence, and driving repeat business by fostering strong client relationships. Demonstrated proficiency in teamwork and collaboration, setting clear objectives to achieve operational goals. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals.
Overview
10
10
years of professional experience
5
5
Languages
Work History
Service Manager
Grand Harbour Restaurant
11.2022 - Current
- Implemented strategies to increase customer service satisfaction ratings.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Resolved customer complaints in professional and timely manner.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Monitored service staff performance and provided feedback for improvement.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Defined clear targets and objectives and communicated to other team members.
- Met with customers to discuss service needs and offer available solutions.
Assistant Manager
Dai Cha Dim
11.2018 - 11.2022
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed strong working relationships with staff, fostering a positive work environment.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various projectstasks.
- Developed strategy to increase sales and drive profits.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Created employee schedules to align coverage with forecasted demands.
- Monitored sales trends to adjust pricing strategies accordingly for optimal profitability.
Assistant Supervisor
Grand Harbbour Restaurant
05.2016 - 11.2018
- Submitted documentation and reports to upper management.
- Managed daily tasks, delegating responsibilities effectively to optimize team resources and meet deadlines.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Mentored junior staff members, helping them develop skills necessary for career advancement within the company.
- Coordinated with day shift supervisor to balance staffing as workloads changed.
Captain Waiter
Grand Harbour Restaurant
05.2014 - 05.2016
- Trained and managed dining room staff with diverse service backgrounds.
- Showed high-level understanding of fine dining standards and practices.
- Completed restaurant opening and closing functions that included POS report generation.
- Enhanced customer satisfaction by providing exceptional service and anticipating guests'' needs.
- Trained staff members on use of POS system.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Performed cash, card and check transactions to complete customer purchases.
- Used POS system to enter orders, process payments and issue receipts.
Education
No Degree - Hotel Management And Catering
SAL Group of College
Senai, Johor 04.2001 -
Skills
Customer Service
Timeline
Service Manager
Grand Harbour Restaurant
11.2022 - Current
Assistant Manager
Dai Cha Dim
11.2018 - 11.2022
Assistant Supervisor
Grand Harbbour Restaurant
05.2016 - 11.2018
Captain Waiter
Grand Harbour Restaurant
05.2014 - 05.2016
No Degree - Hotel Management And Catering
SAL Group of College
04.2001 -
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