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)
