Ian Mascarenhas

• Supervise high-profile weddings, conferences, and corporate functions with a strong focus
on guest satisfaction and brand standards.
• Manage rota scheduling and monitor employee clock-in/out data to ensure accurate
attendance records and payroll compliance.
• Design and analyse daily and weekly reports on staff performance, event operations, and
cost efficiency for senior management.
• Successfully adapt to high-pressure environments, handling last-minute changes in guest
requirements, staffing, and logistics without compromising service quality.
• Oversee administration for the on-site Business Centre, including room bookings, guest
support, AV equipment coordination, and client correspondence.
• Manage the main restaurant for breakfast, lunch, and dinner service, ensuring smooth
coordination, service excellence, and customer satisfaction.
• Train and lead cross-functional teams using Opera Cloud, Micros POS, and Fourth to
support efficient service delivery.
• Conduct daily briefings, manage shift planning and rotas, and ensure operational continuity
during peak event schedules.
• Handle administrative tasks for the Conference & Banqueting department including event
documentation, staff scheduling, procurement requests, and BEO tracking.
• Design and prepare custom event materials such as welcome signage, directional signage,
and individual place cards aligned with event themes.
• Maintain strict health, safety, and hygiene compliance and enforce brand-standard service
protocols.
• Coordinate closely with kitchen, sales, and events teams to ensure seamless execution and
effective guest feedback collection.
• Conduct interviews for casual and permanent candidates, assessing suitability and
availability based on operational requirements.
• Manage interview documentation including interview notes, candidate records, and
selection outcomes in line with company and compliance standards.
• Support onboarding coordination by liaising with HR on right-to-work checks, system
access, and initial scheduling.
• Assist with performance monitoring and feedback for new starters during probation
periods.
• Act as a liaison between HR, operations, and departmental leadership to support workforce
planning and staffing needs.

• Oversaw setup and breakdown of event spaces for business meetings, gala dinners,
weddings, and banquets.
• Supported the design and printing of event signage, seating plans, and branded table
materials.
• Provided administrative support including stock control, staff rosters, post-event reporting,
and logistics coordination.
• Led and motivated a team of 10+ staff to deliver efficient, customer-focused service under
tight timelines.
• Handled last-minute event changes and guest concerns professionally and effectively.
• Managed bar inventory, requisitions, and maintained strong floor presence during key
events.

• Delivered full event services including food & beverage service, bar support, and coffee
station setup.
• Ensured accurate room setups in line with Banquet Event Orders (BEOs) and maintained
high cleanliness standards.
• Adhered to health, safety, and hygiene regulations, including deep cleaning and stock
replenishment.
• Supported post-event breakdown, storage compliance, and inventory replenishment.

• Scanned, sorted, and packed stock for dispatch using barcode systems and ERP platforms.
• Conducted quality checks, updated inventory records, and ensured documentation
accuracy.
• Collaborated with logistics teams to meet high-volume operational targets efficiently.

• Delivered high-quality customer service by professionally handling customer inquiries and
concerns.
• Maintained a welcoming environment and explained rules to ensure smooth operations.
• De-escalated challenging situations using active listening and positive engagement
techniques.
• Completed opening and closing procedures and supported fire alarm and safety processes.
• Monitored customer behaviour for suspicious activity and conducted ID verification under
the Think 25 policy.

• Managed full-cycle recruitment including sourcing, interviewing, onboarding, and
probation tracking.
• Maintained employee records, HR documentation, payroll coordination, and confidential
policy guidance.
• Developed, launched, and managed end-to-end e-commerce operations across the
company-owned website, Amazon, and other e-commerce platforms.
• Oversaw product listings, content optimisation, pricing strategies, and inventory
coordination to maximise online sales performance.
• Coordinated order processing, dispatch, and customer service to ensure timely fulfilment
and high customer satisfaction.
• Monitored sales performance, prepared reports, and identified opportunities to improve
conversion rates and revenue growth.
• Collaborated with marketing and operations teams to support online promotions, product
launches, and brand visibility.
• Supervised store operations including till management, warehouse stock control, vendor
coordination, and customer service.
• Managed billing systems, goods receipt, production stock usage, and wastage tracking.
• Conducted quality checks, ensured inventory accuracy, and coordinated timely
procurement.
• Processed invoices prepared financial and sales reports and monitored outstanding
payments.
• Acted as the primary escalation point for customer complaints, ensuring timely resolution.
• Led, trained, and motivated sales staff to exceed targets through proactive selling and
service excellence.
• Managed client, supplier, and customer communications via phone and email.