Dunja Zdralic
Kitchener,ON
Summary
Enthusiastic and reliable professional who takes pride in providing excellent customer service. Skilled in anticipating customer needs, addressing complaints and resolving issues in timely manner. Maintains focus and positive attitude in stressful situations and high-volume environments.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Front of House Manager
Oxford Hills Golf Club
09.2023 - Current
- Resolved guests complaints while maintaining positive customer environment.
- Managed day-to-day FOH operations to drive quality, standards, and meet customer expectations.
- Maintained positive team environment by encouraging teamwork and respect in accordance with company mission.
- Addressed guest concerns and resolved all issues to guests' satisfaction.
Head Server and Expediter
Langdon Hall Country House Hotel & Spa
05.2020 - Current
- Cultivated warm relationships with regular customers.
- Oversaw daily operations of service team, delegated tasks, and trained new staff.
- Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
Kitchen Supervisor
Famoso Neapolitan Pizzeria
08.2019 - 05.2022
- Monitored food preparation, production, and plating for quality control.
- Controlled food costs and managed inventory.
- Disciplined and motivated staff to achieve challenging objectives in fast-paced culinary environments.
- Developed kitchen staff through training, disciplinary action, and performance reviews.
Marketing Associate
Mosaic Sales Solutions
06.2020 - 12.2021
- Edited website content and database to keep information correct and up-to-date.
- Developed marketing strategies and resolved problems to drive sales.
- Planned and executed events and marketing programs to increase qualified leads.
- Performed ongoing analysis to develop and advance future marketing strategies.
Food and Beverage Supervisor
Trinity Banquets And Reception Hall
02.2013 - 09.2018
- Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
- Identified team weak points and implemented corrective actions to resolve concerns.
- Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
Education
Associate of Arts - Hotel, Resort And Restaurant Management
Humber Institute of Technology And Advanced Learning
Kitchener, ON04.2024
Associate of Arts - Journalism
Conestoga College Institute of Technology And Advanced Learning
Kitchener, ON04.2018
Skills
- Operational Efficiency
- Quality Control Guidelines
- Compliance Requirements
- Verbal and Written Communication
- Guest Relations
- Workflow Coordination
- Adaptable and Flexible
- Menu Knowledge
Certification
- Smart Serve - February 2020
- Conflict Resolution - June 2016
Timeline
Front of House Manager
Oxford Hills Golf Club
09.2023 - Current
Marketing Associate
Mosaic Sales Solutions
06.2020 - 12.2021
Head Server and Expediter
Langdon Hall Country House Hotel & Spa
05.2020 - Current
Kitchen Supervisor
Famoso Neapolitan Pizzeria
08.2019 - 05.2022
Food and Beverage Supervisor
Trinity Banquets And Reception Hall
02.2013 - 09.2018
Associate of Arts - Hotel, Resort And Restaurant Management
Humber Institute of Technology And Advanced Learning
Associate of Arts - Journalism
Conestoga College Institute of Technology And Advanced Learning
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