Beryl Atieno Ouna
Summary
Professional Waiter with expertise in delivering exceptional dining experiences. Resolved customer complaints to enhance satisfaction and loyalty through effective communication. Focused on upholding service standards while driving sales through upselling techniques.
Overview
9
9
years of professional experience
Work History
Head Waiter
EKA HOTEL
Nairobi, KENYA
08.2024 - 04.2026
- Completed daily opening and closing checklists to maintain standards and ready dining rooms for service.
- Maintained extensive knowledge of food, drinks and menus to answer customer queries.
- Resolved customer complaints to maintain satisfaction and business loyalty.
- Met upselling goals by promoting additional menu items and increasing average transaction values.
- Upsold, cross-sold and recommended additional items to customers to grow restaurant sales.
- Managed team of wait staff, delivering exceptional dining experiences to patrons through effective leadership.
- Helped VIP-guests with their orders and requests, upholding venue integrity.
- Checked accuracy of completed orders and delivered to customers at tables.
- Advised customers on possible wait times and kitchen delays to manage expectations.
Hotel Waitress
HIGHLANDS HOTEL
Nairobi, KENYA
01.2022 - 04.2024
- Served meals and drinks with professionalism and care, ensuring timely delivery to maintain high standards of service.
- Took accurate food and beverage orders, relaying specific dietary requests to kitchen staff to meet diverse customer needs.
- Maintained extensive knowledge of food, drinks and menus to answer customer queries.
- Presented menus, explained daily specials, and made recommendations based on customer preferences to enhance dining experiences.
- Suggested menu items and related beverages matching guest preferences.
- Greeted new customers and offered immediate seating assistance.
- Maintained cleanliness and organisation in dining and service areas, adhering to health and safety regulations.
- Laid tables with clean cutlery, crockery and glassware throughout sittings.
Waitress
COLOHO HOTEL
Nairobi, KENYA
12.2019 - 11.2021
- Delivered friendly and fast service to process high-volume food and drink orders at peak times.
- Served meals and drinks with professionalism and care, ensuring timely delivery to maintain high standards of service.
- Took accurate food and beverage orders, relaying specific dietary requests to kitchen staff to meet diverse customer needs.
- Presented menus, explained daily specials, and made recommendations based on customer preferences to enhance dining experiences.
- Handled customer complaints with empathy and professionalism, resolving issues to the satisfaction of all parties involved.
- Maintained cleanliness and organisation in dining and service areas, adhering to health and safety regulations.
- Cleared and reset tables with clean service ware to uphold faultless restaurant standards.
- Reset tables between guests to maintain professional dining space and minimise service delays.
- Inspected tables before guest arrival, maintaining establishment high-quality standards.
- Processed payments accurately, handling cash, card transactions, and splitting bills as requested by customers.
- Assisted team members with diverse tasks to maintain efficient dining room operations.
- Advised on menu options based on allergies and preferences.
Waitress Assistant
KAHAMAS HOTEL
Nairobi, KENYA
02.2017 - 10.2019
- Enhanced customer experience by serving each guest with a sincere, positive, and enthusiastic attitude.
- Resolved customer complaints with empathy, providing effective solutions to enhance dining experiences.
- Managed multiple tables efficiently, prioritising tasks to maintain seamless service during peak hours.
- Greeted new customers and offered immediate seating assistance.
- Assisted in running food, snack and drink orders to customers in timely fashion.
- Communicated customer orders clearly and accurately to the kitchen staff to prevent any service delays.
- Maintained safe hygiene and food handling standards for full compliance.
- Maintained tidy dining area by clearing and resetting tables promptly for new guests.
- Cleared tables promptly after meals, preparing the space for new guests in a timely manner.
- Cleared and reset tables with clean service ware to uphold faultless restaurant standards.
- Reset tables between guests to maintain professional dining space and minimise service delays.
- Cleared discarded trash and used dishes from customer tables to ensure a clean dining environment.
- Removed dishes, glassware and cutlery from customers when finished, asking for refills or extra courses for upselling purposes.
Education
Kenya Certificate of Secondary Education - Primary School Education
Shady Gardens Secondary School
Kisumu01-2015
Kenya Certificate of Primary Education - High School Education
Muslim Primary School
Kisumu01-2011
Skills
- Table service
- Fine dining experience
- Menu knowledge
- Food hygiene standards
- Health compliance
- Order accuracy
- Customer billing operations
- Cash handling expert
- Upselling techniques
- Service prioritisation
- Multitasking efficiency
- Time management
- Conflict resolution
- Staff training
- Guest relations
- Listening attentively
- Customer service
Languages
English
Advanced
C1
Swahili
Advanced
C1
Timeline
Head Waiter
EKA HOTEL
08.2024 - 04.2026
Hotel Waitress
HIGHLANDS HOTEL
01.2022 - 04.2024
Waitress
COLOHO HOTEL
12.2019 - 11.2021
Waitress Assistant
KAHAMAS HOTEL
02.2017 - 10.2019
Kenya Certificate of Secondary Education - Primary School Education
Shady Gardens Secondary School
Kenya Certificate of Primary Education - High School Education
Muslim Primary School