Lara Koskela

A seasonal position, I spent the last two Japanese winters in Hakuba managing a bustling 60 seat cafe. In the interim I lived in Evans Head, returning as Manager of Sandbar & Restaurant.

• A very hands-on role. As general manager I oversaw and ensured smooth operations, whilst also being a very active member of the team on the floor. I successfully managed a team of 16, in the demanding snow season environment. Staff retention for resigning for the second season of my management was high at 75%.
• Scheduled employees for shifts covering a long service, from 06:00 - 23:00. Taking into account customer traffic and employee strengths, whilst also keeping to our wage/sales percentage goal of 25% and under. I ran weekly reports to ensure I was optimising rostering.
• Drove the team to always provide great customer service - a value I strongly endorse as manager. Maintained this high level of service despite the very large patronage we received daily.
• I identified that our menu structure was heavily impacting efficiency and profitability. Due to the tiny kitchen, an all day breakfast and lunch menu was overwhelming. I restructured the menu with set breakfast and lunch items and times. Service immediately improved, leading to higher productivity.

• Successfully led team of 6 in very busy Alpine Resort Café, ensuring day-to-day operations ran smoothly. Served 900+ coffees a day, it required a cool head as a manager and a strong emphasis on teamwork. Teamwork makes the dream work!
• Focused on creating a welcoming atmosphere that received consistent guest compliments.
• Prioritised multitasking and cross-training to optimize our small but mighty outlet performance.
• Managed inventory, maintained quality standards, and upheld Health and Safety protocols.
• Trained and advised team in resolving customer issues and delivering exceptional service.

• Managed one of the largest Waipuna Charity shops in the Bay of Plenty Region, including busy Saturdays as a solo manager.
• Supervised large team of paid and volunteer workers, totaling over 70 individuals.
• Demonstrated initiative, flexibility, and efficient time management while pricing and sorting stock to meet budgetary goals.
• Built strong customer relationships and cultivated positive in-shop atmosphere.
• Focused on excellent customer service, resulting in increased shop contributions to the charity.
• Maintained visual merchandising and store appearance to drive sales.
• Conducted daily cashing up procedures and tracked financial data in Excel spreadsheets.

• Cultivated loyal customer base through welcoming approach and commitment to exceptional guest experiences.
• Led transformation of restaurant, implementing cost-effective strategies, improving menu quality, and overall guest experience. Average diners per night went from 30pax, to 90pax. The resulting profit increase secured a lease extension and the survival of the business.
• Enhanced reservations and event management through the introduction of online reservation software.
• Redesigned the bar and selected new furniture for more functional space.
• Created a refined cocktail menu and updated beverage selection, resulting in increased daily revenue.
• Launched successful Saturday afternoon session with live music and specialty cocktails.
• Efficiently managed weddings, and other high-risk events, ensuring safety and customer satisfaction.
• Resolved guest complaints while maintaining positive customer environment.
• Oversaw day-to-day FOH operations, upheld safety and food regulations, and supervised staff through motivational coaching and training programs.
• Implemented social media presence to engage with customers and expand customer base.
• Designed menus using Canva
• Hands-on manager, frequently multitasking between working as host, bar, and floor as required throughout each shift.

• Dedicated Front Office Supervisor with eye for detail and proven track record of ensuring seamless daily operations. Took charge of multiple responsibilities that spanned front office management, tour coordination, and restaurant bookings. As first point of contact for guests, I managed entire guest experience, from initial phone call and reservation creation to check-in and continuous support throughout their stay. Notably, from June 2020, I adeptly handled close to 1500 reservations, with just one other team member.
• Took pride in my ability to create vibrant and friendly atmosphere, earning consistent commendations through in-house feedback forms and online review platforms. My expertise extends to efficient management of tour schedules, ensuring that both tour partners and independent travelers receive impeccable service through careful planning. I excel in upselling tours and crafting compelling itineraries to maximize revenue from every guest.
• Created, documented and updated company policies to guide front office personnel in service excellence and industry best practices.
• Responsible for group bookings, including notable achievement of securing private aviation club consisting of 12 planes, generating over $25,000 in revenue across all departments. This accomplishment led to securing of future bookings for 2021 and 2022.
• Prepared cash flow and occupancy reports to assist business leaders with key decision making and strategic operational planning.
• Supported Front Office Manager by actively participating in interviews, posing relevant questions, and providing valuable feedback to potential employees. My commitment to nurturing talent is further underscored by my role in training new Guest Service agents and offering ongoing support.
• Effectively oversaw and coordinated housekeeping, managed invoicing and accounts receivable, and maintained strong relationships with tour partners and booking agents.
• Proficiency in managing RMS system is evident through tasks such as creating new tariffs, room types, troubleshooting, and handling correspondence letters with precision.
• Effective problem solving and turning around guest complaints to leave them with positive experiences. Review scores rose considerably and have seen an influx of return guests since I started in early 2018.