Catherine Munene

Motivated hospitality expert with a passion of delivering exceptional service levels. Passionate about exploring the latest trends in the industry and implementing creative solutions to create best possible hospitality experience. Eager to be part of an organization and team where my potential is constantly being explored with growth opportunities to constantly keep developing as a hospitality expert.

Restaurant Supervisor at ALIZE CAFÉ (2023-11 – Present)

Managed a team of 15 staff members and also oversee daily operations.

• Resolving customer complaints if any occurs or issues resulting to improved internal customer service ranking.
• Health & safety responsible for all restaurant staff.
• Streamlined food safety and storage guidelines leading to reduced write-offs.
• Ensured cleanliness was always meeting regulatory sanitation and hygiene standards and all internal audit requirements.
• Inventory management to ensure optimal cost of inventory at any given time using improved forecasting based on historical trends.
• Seeking guests' feedback randomly to understand satisfaction levels and work on continuous improvement.

Restaurant Supervisor at BIG SQUARE RESTAURANT (2021-07 – 2023-10)

Managed a team of 25 staff members and oversaw all day-to-day operational aspects of a 40-table restaurant, resulting in a 7% increase in customers' year on year.

• Resolving customer complaints or issues resulting to improved internal customer service ranking.
• Health & safety responsible for all restaurant staff.
• Streamlined food safety and storage guidelines leading to reduced write-offs.
• Ensured cleanliness was always meeting regulatory sanitation and hygiene standards and all internal audit requirements.
• Inventory management to ensure optimal cost of inventory at any given time using improved forecasting based on historical trends.
• Seeking guests' feedback randomly to understand satisfaction levels and work on continuous improvement.

Cashier at BIG SQUARE RESTAURANT (2021-07 – 2023-10)

Accurate processing of customer payments with receipts or invoices with ideal turnaround time and processing of online orders to ensure timely deliveries.

• Responsible for meeting revenue targets for online ordering from the restaurant.
• Provide excellent customer service and ensure repeat ordering of online customers.
• Ensuring all payments (cash, card and mobile money) are accurately recorded and reconciling with a target of zero errors or audit issues.
• Booking reservations for call-in customers and receiving the customer and show them to their table.
• Upselling and making recommendations for call-in customers with a monthly target.
• Assisting in operations of the store, including opening, issuance, receipt and closing duties with a target of 100% inventory accuracy.

Front of House at BIG SQUARE RESTAURANT (2021-07 – 2023-10)

Requiring excellent communication skills to respond to customer inquiries which results to a positive dining experience together with keen eye to detail to ensure order accuracy.

• Provide excellent customer services with performance metrics based on customer feedback.
• Up-sell when appropriate with a target of certain targets.
• Service timing per table to ensure reduced waiting times and strive for more customer per table during peak times.

Front Office at ESERIANI RESORT (2020-09 – 2021-06)

Provided exceptional customer service to hotel guests and handled all front desk operations, resulting in a 96% guest satisfaction rate.

• Managing reservations, check-in, and check-out processes accurately with a target of handling more than 40 daily transactions.
• Demonstrated exceptional problem-solving skills when dealing with guest issues, resulting in positive feedback.
• Achieved the highest upselling rate in the hotel, resulting in a 11% increase in revenue on activities which are classified as extras.
• Managing hotel central phone line and email services with a target to convert 50% of the queries to sales.
• Responsible for all the documentation related to customers to ensure completeness and storage.
• Supporting hotel manager in several aspects of hotel operations especially during conferences and peak times.

Front Office at BURCH'S RESORT (2017-03 – 2020-03)

Working as the hotel receptionist, ensuring best in class experience as soon as guests come in; was key to create the best impression of what the hotel was about.

• Perform all check-in and check-out tasks.
• Manage online and phone reservations and support with telephone switch board when necessary.
• Welcoming guests upon their arrival and assign rooms while providing information about our hotel, available rooms, rates and amenities.
• Payment processing and registering guests while collecting necessary information.
• Upselling when ideal and manage customer complaints when they arise.
• Working collaboratively with all resort associates to ensure best hospitality services for guests.
• Coordinate all events which have group packages such as conferences, weddings & team buildings.
• Coordinate all front office related activities.

Intern at SAFARI PARK HOTEL (2013-01 – 2015-12)

The internship provided an opportunity to achieve knowledge and practical hands-on experience in readiness of my career in the following areas:

• Front office
• Food production
• Catering management
• Housekeeping

Service Park Marshal at WORLD SAFARI RALLY (2021-06 – 2021-06)

Bachelor of Science in Hotel and Restaurant Management – United States International University (2012-09 – 2017-08)

Kenya Certificate of Secondary Education – Chania Girls High School (2007-01 – 2010-11)

Kenya Certificate of Primary Education – Thika Memorial Church School (1999 – 2006)