Rowemella M. Cartabio
1421 Sutherland Ave, Kewlona BC,Canada
Summary
A Versatile People and Customer Manager who is highly effective at conflict resolution and persuasive communication. Knowledgeable about quality assurance and training to support and set up teams for success. Hardworking and reliable with excellent attention to detail to manage processes and timelines to accomplish tasks.
Overview
30
30
years of professional experience
Work History
People Department Manager
MCDONALDS
Kelowna, BC
05.2022 - Current
- Initiated employee evaluation process and recommended policy changes to help staff progress toward desired readiness goals.
- Held exit interviews and documented information discussed with employees.
- Used HR website and other media to communicate HR processes, increasing understanding and consistent use.
- Compiled reports to provide management with accurate information and comply with policies and procedures.
- Anticipated and responded to emerging business needs by serving as change advocate.
- Used data and analytics to improve company processes for recruitment, selection and onboarding.
- Facilitated learning and development programs and initiatives resulting in advancement opportunities for employees.
- Encouraged open communications, promoting positive and pro-employee work environment.
- Identified operational weaknesses to improve or innovate people, programs and processes.
- Recruited new employees and built relationships, driving visibility.
- Worked with management to create performance measurement, employee development and employee compensation strategies.
- Formulated corrective action plan through analysis of management feedback and consultation with employee.
- Achieved desired work environment and performance by proactively advising and guiding employees on best practices and overseeing HR training.
- Investigated workplace issues with professionalism and sensitivity and detailed incidents in reports to Top Management
- Responsible in doing training of new hires, cross training of existing employees
- Responsible in making monthly incentives to improve lower crew turnover
Customer Experience Manager
MCDONALDS
KEWLONA
05.2022 - Current
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Prepared documentation, reports and logs to identify and manage sales metrics and support process driven activities.
- Coached, developed and motivated team to achieve revenue goals.
- Established sales goals and strategies that contributed to increased growth in sales and profitability.
- Implemented creative sales and marketing strategies to assist sales team with reaching targets.
- Assessed sales statistics to improve strategy and meet quotas.
- Evaluated employee progress and compliance while identifying areas for additional coaching by monitoring daily performance.
- Creating FEEL GOOD Moments from the time a guest steps through the door or drives up to the speaker as well as maintaining and Building Sales.
- Review and re-set your hospitality targets monthly with the Restaurant Leader
- Help increase in Sales and Guest Count increase of the restaurant
- Responsible in achieving Positive result in Guest Satisfaction Survey (GSS)
Assistant General Manager-Guest Experience Manager
PALSS PTY LTD
PERTH CITY, WESTERN AUSTRALIA
02.2015 - 01.2019
- Creating feel good moments that would make customers to come over and over again thus improving Guest Experience, Improve Employee Experience, Higher Levels of Quality, Service and Cleanliness, Increase Sales and Profits thus improving McDonald's Brand
- Trained and mentored specialists in application of soft skills, guest recovery strategies and performance optimization techniques.
- Conducted performance evaluations to check crews performance and compliance with policies.
- Developed and implemented employee reward and engagement programs to maximize job satisfaction.
- Resolved guest complaints and coordinated responses to individual needs.
- Setting weekly sales goals based on past Point of Sale Reports and Operations Reports with the Restaurant Leader
Restaurant General Manager
MCDONALD'S PHILIPPINES
MANILA, MANILA
03.1996 - 09.2014
- OVER-ALL in charge of restaurant operations
- Motivated staff through acknowledgment of hard work, achievements and instilling accountability while leading by example.
- Performed accurate monthly inventories
- Upheld restaurant standards for food and beverage quality, team member engagement, financial goals, standard operating procedures and guest experiences.
- Optimized profits by controlling food, beverage and labor costs by establishing portion control and quality standards.
- Scheduled and directed staff in daily work assignments to maximize productivity.
- Monitored and trained service team members on suggestive selling practices and continuous sales growth of core menu products of the restaurant
- Accomplished restaurant objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling and disciplining management staff.
- Always available for any member of the restaurant from Assistant managers, Swing Managers down to crew members, guests and suppliers
- Established restaurant business plan by surveying restaurant demands, identifying and evaluating competitors and preparing financial and sales projections.
- Reduced food waste by overseeing and planning food cost of the restaurant
- Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees.
- Trained workers in food preparation, money handling and cleaning roles to facilitate restaurant operations.
- Resolved and investigated complaints regarding service, food quality and accommodations.
- Enforced sanitary practices for food handling, general cleanliness and maintenance of dining and kitchen areas.
- Directed and coordinated restaurant activities to obtain optimum customer service and strong employee development.
- Maintained safe working and guest environment to reduce risk of injury and accidents.
- Responsible in implementing training, incentives of the restaurant
Education
CUSTOMER EXPERIENCE COURSE
McDonald's Training Centre
WA, AUSTRALIA05.2017
SMX CLASS
McDonald's Training Centre
WA, AUSTRALIA01.2016
Bachelor of Science - ACCOUNTANCY
HOLY ANGEL UNIVERSITY
Philippines04.1995
Skills
- EXCELLENT CUSTOMER SERVICE SKILLS
- EXCELLENT PEOPLE SKILLS
- FLEXIBILTY
- PROBLEM SOLVING SKILLS
- SELF DRIVEN/ HAVE GREAT MOTIVATION SKILLS
- RESULT ORIENTED PERSON
- MULTI TASKING
- EXCELLENT CONFLICT RESOLUTION
- DECISION MAKING
- GOAL SETTING
- EXCELLENT IN EMTIONAL INTELLIGENCE
- ADAPTABILITY
Additional Information
TRAININGS/ CERTIFICATES
1. CUSTOMER EXPERIENCE COURSE
MCDONALD’S TRAINING CENTRE
MANIKA BLDG- ASCOT,
Western Australia 6104
mAY 22-23, 2017
2. SMX CLASS
MCDONALD’S TRAINING CENTRE
MANIKA BLDG- ASCOT
WESTERN AUSTRALIA 6104
jANUARY 13-14, 2016
DESIGNING PRESENTATION w/ MS Powerpoint
McDonald’s VALERO
TRAINING CENTER 2, PHILIPPINES
MARCH 27- 28, 2012
SITUATIONAL LEADERSHIP II COURSE
McDonald’s VALERO
TRAINING CENTER 2, PHILIPPINES
JUNE 28- 29, 2011
VALUES INTEGRATED CLASS
McDonald’s VALERO
TRAINING CENTER 2, PHILIPPINES
MAY 19- 20, 2011
BASICS OF CUSTOMER CARE COURSE
McDonald’s VALERO
TRAINING CENTER 2, PHILIPPINES
NOVEMBER 24, 2010
BUSINESS LEADERSHIP PRACTICES COURSE – CLASS #1
McDonald's TRAINING CENTER
MANILA, PHILIPPINES
JUNE 17- 19, 2009
RESTAURANT LEADERSHIP PRACTICES COURSE – CLASS 41/07A
McDonald’s TRAINING CENTER
HAMBURGER UNIVERSITY, SYDNEY AUSTRALIA
0CTOBER 22- 26, 2007
Timeline
People Department Manager
MCDONALDS
05.2022 - Current
Customer Experience Manager
MCDONALDS
05.2022 - Current
Assistant General Manager-Guest Experience Manager
PALSS PTY LTD
02.2015 - 01.2019
Restaurant General Manager
MCDONALD'S PHILIPPINES
03.1996 - 09.2014
Bachelor of Science - ACCOUNTANCY
HOLY ANGEL UNIVERSITY
SMX CLASS
McDonald's Training Centre
CUSTOMER EXPERIENCE COURSE
McDonald's Training Centre