Food and Beverage service
Send a job offer directly to this candidate
A dedicated Customer Service professional with invaluable experience in the hospitality industry sales business. Maintains professional appearance and demeanor and expertly completes assigned tasks with focus on quality. Dependable and quick-learning team player with effective communication, interpersonal and organization skills. Personable and energetic individual committed to delivering excellence in all facets of customer service and office administrative support.
1. Waitress
Grand Royal Swiss Hotel (Kisumu)
Period: April 2017 - October 2017
Served more than fifty walk-in customers in the A’la carte restaurant daily by greeting them, taking their orders, communicating with members of the kitchen about orders and carrying meals or beverages to the correct tables where specific guests sat.
Handled high profile guests who included politicians, county heads and other high ranking professionals who frequented the hotel.
Ensured all guests and corporate clients coming for meetings had a positive experience at food establishments and meeting rooms by exhibiting excellent customer service by staying attentive to their needs.
Ensured strict adherence to the health code standards with regards to the handling of food and the hotel’s code of conduct and customer service guidelines.
Performed billing tasks by obtaining revenues, issuing receipts, accepting payments,
returning the change as appropriate to the guests.
Performed shift duties regularly as the institution’s requirements.
After working for about three months, I was promoted to a supervisor in an acting position thus performed shift supervisory roles including being in charge of assigning shift work for other servers and taking ownership of the dining room and guests.
(Samburu and Mara Intrepid in Samburu and Maasai-Mara National Game Reserves & Lodges)
Period: June 2013 - February 2015
Confirmed appointments, communicated with an average 30 clients daily through emails and post. Additionally, updated client/guest records, both walk-in and boarding guests at the reception desk while ensuring confidentiality of the information regarding clients and the company was maintained.
2. Front Office Operations/Waitress
(Samburu and Mara Intrepid in Samburu and Maasai-Mara National Game Reserves & Lodges)
Period: June 2013 - February 2015
Managed multiple tasks and met time-sensitive deadlines such as planning,
organizing and coordinating guests' game drive sessions and departures by flights or road for guests whose stay period had ended.
Answered large volume of incoming calls daily to resolve customer issues and schedule appointments, hotel reservations, bookings and game drives.
Checked-in visitors, greeted them professionally and provided friendly,
knowledgeable assistance ensuring professionalism in handling their luggage, room allocation and transfers among other customer essential services.
Coordinated the guests' meal plans, catering services and set up conference rooms for corporate and client meetings and camping sites for other guests in the lodges.
Responded fast to inquiries from all guests calling to seek information regarding the lodges, game drives and other services available before making any reservations or bookings.
Resolved customer inquiries and complaints promptly and escalated to the management, what was beyond my ability.
Carried out hostessing duties and assignments as assigned or requested for over a hundred guests every month.
Kept reception area clean and neat to give visitors positive first impression.
Billed guests who were exiting the facility, accounted for all the daily sales done at the reception and submitted any cash to the accounts office for banking although cash transactions were often few as most guests and the company preferred digital and card payments.
Managed guest transfers between the hotel's Mara Intrepid and the Mara Explorer
Luxury Tented Camps in Maasai Mara as the head receptionist.
Recognized by various foreign guests and management of Mara Intrepid Lodge for expedient and effective customer service. The lodges received over a hundred foreign guests annually.
Period of training: Sept 2011 to Feb 2013
Area of expertise: Certificate in Food and Beverage Service.
