GATHONI NJOKI NANCY
Nairobi
Summary
Hospitality professional with four years of experience in delivering exceptional customer service in fast-paced environments. Demonstrated ability to enhance team collaboration and optimize operational workflows, resulting in increased guest satisfaction and efficient service delivery.
Overview
10
10
years of professional experience
Work History
Waitress
Peppertree restaurant
Nairobi, kenya
09.2022 - Current
- Delivered exceptional customer service in high-pressure dining environment, ensuring patrons felt valued.
- Took accurate food and beverage orders from patrons, ensuring prompt service.
- Managed seating arrangements to optimize flow and improve guest satisfaction.
- Greeted and welcomed guests upon arrival, contributing to positive first impressions.
- Collaborated with kitchen staff to guarantee timely meal preparation and service.
- Coordinated reservations and waitlists through restaurant management software.
- Maintained cleanliness and upheld food safety standards to prevent illness.
- Trained new employees on restaurant procedures and customer service best practices.
Volunteer Coordinator- leadership development
Thunguma Children's Home
Nyeri, Kenya
01.2022 - 08.2022
- Coordinated volunteer schedules and activities at a children's home.
- Developed training materials for new volunteers and staff.
- Organized training programs for volunteers to equip them with necessary skills and knowledge for effective service.
- Facilitated communication between volunteers and management teams to ensure alignment on goals and expectations.
- Managed volunteer database and tracked participation records.
- Evaluated feedback from volunteers regarding their experience working with the organization.
- Advocated for volunteer needs and perspectives during organizational planning to enhance engagement and support.
- Created job descriptions for all volunteer roles.
Teaching Assistant Volunteer- F&B Service
Rathithi Polytechnic
Nyeri, Nairobi
12.2020 - 08.2022
- Facilitated group discussions that increased student engagement and fostered collaboration.
- Tutored students in course material, enhancing comprehension and academic performance.
- Assisted instructors with lesson planning and classroom management strategies.
- Prepared classroom environments to foster a positive learning atmosphere.
- Communicated effectively with students and faculty regarding academic progress.
- Maintained up-to-date knowledge of educational trends, best practices, and research findings.
- Collaborated with school staff on projects that enhanced curriculum quality and effectiveness.
Trainee - Food production & housekeeping
Parkinn by Radisson Blu
Nairobi, Kenya
02.2021 - 12.2021
- Maintained cleanliness and organization in guest rooms, contributing to guest satisfaction.
- Monitored compliance with health and safety regulations, ensuring safe environment for guests and staff.
- Assisted guests with check-in and check-out procedures daily.
- Coordinated logistics for event setups and catering services, enhancing overall guest experience.
- Participated in training sessions and meetings to acquire knowledge and improve skills.
- Collaborated with senior team members to gain insights into job responsibilities and tasks.
- Assessed consumer preferences to identify products and services that resonate with broader market.
Apprentice in Catering and hospitality
Strathmore School Catering
Nairobi, lavinton, Kenya
11.2017 - 12.2019
- Supported meal preparation for students and staff, ensuring timely service and quality.
- Trained new staff on kitchen procedures and safety practices, enhancing team readiness.
- Maintained cleanliness and organization of kitchen equipment and supplies.
- Restocked ingredients and supplies to maintain inventory levels.
- Cultivated strong working relationships with apprentices, colleagues, customers, and suppliers to foster collaboration.
- Demonstrated initiative by seeking out additional responsibilities and learning opportunities.
- Embraced ongoing education and learning opportunities to develop new skills.
- Worked closely with mentors to understand project objectives.
- Learned and applied industry-specific software and tools for project management.
Red Cross Volunteer
Red Cross
Nanyuki, Kenya
06.2016 - 10.2017
- Conducted educational seminars on first aid techniques and CPR certification classes.
- Coordinated blood donation drives and ensured compliance with safety protocols.
- Supported disaster response efforts and community outreach programs, enhancing local engagement and assistance.
- Collaborated with local media outlets to increase awareness of Red Cross services, effectively reaching a broader audience.
- Assisted disabled or impoverished individuals in accessing financial resources and community programs, improving their support options.
Customer Service Assistant
Quickmart Supermarket
Nanyuki, Kenya
01.2017 - 09.2017
- Assisted customers with product inquiries and service requests, enhancing their overall shopping experience.
- Processed transactions efficiently at the point of sale.
- Resolved customer complaints with empathy and professionalism.
- Consulted with customers to identify needs and promptly addressed concerns, fostering customer loyalty.
- Managed stock levels by ordering necessary supplies.
- Maintained detailed records of customer interactions and transactions to ensure accurate follow-up and service continuity.
Waitress Trainee
Kula Centre restaurant
Nanyuki, Kenya
01.2016 - 12.2016
- Studied menu items to guide customers in making informed choices.
- Checked identification to verify if guests meet minimum age to legally purchase or consume alcoholic beverages.
- Handled cash transactions and processed payments efficiently at the register.
- Operated point-of-sale system to accurately process customer payments.
- Assisted in stocking inventory, setting up workstations, and preparing mise en place to ensure smooth service flow.
Education
Diploma - Hospitality Management
Kibondeni College
Nairobi01-2021
Kenya Certificate of Secondary Education -
Karatina Girls High School
Karatina01-2015
Kenya Certificate of Primary Education -
Riamukurwe Primary School
Nyeri01-2015
Skills
- Table management
- Order management systems
- POS systems knowledge
- Wine pairing
- Table optimization
- Customer service
- Staff training
- Team collaboration and teamwork
- Conflict resolution
- Time management
- Leadership skills
- Computer proficiency
Hobbies and Interests
- Volunteering.
- Reading and writing.
- Enjoying sports activities such as swimming, cycling, and playing football.
- Exploring different kinds of recipes from YouTube or doing self-meditation.
Personal Information
- Date of Birth: 02/11/97
- Nationality: Kenyan
Languages
English
Upper Intermediate (B2)
B2
Swahili
Upper Intermediate (B2)
B2
Spanish
Beginner (A1)
A1
Affiliations
- Volunteering and community engagement
- Practicing mindfulness and self-reflection to maintain focus and balance
- Sports and wellness activities like running, swimming, cycling and team sports
Accomplishments
- Multiple-time employee of the month recognition foe exceptional guest service at a five-star rated restaurant.
- Proven ability to increase sales through successful upselling techniques.
- Over 4 years of hospitality experience across food service, housekeeping, laundry and guest relations.
- Experience in mentoring, training and coordinating teams and youth programs.
- Strong record of maintaining high guest satisfaction and professional service standards.
Timeline
Waitress
Peppertree restaurant
09.2022 - Current
Volunteer Coordinator- leadership development
Thunguma Children's Home
01.2022 - 08.2022
Trainee - Food production & housekeeping
Parkinn by Radisson Blu
02.2021 - 12.2021
Teaching Assistant Volunteer- F&B Service
Rathithi Polytechnic
12.2020 - 08.2022
Apprentice in Catering and hospitality
Strathmore School Catering
11.2017 - 12.2019
Customer Service Assistant
Quickmart Supermarket
01.2017 - 09.2017
Red Cross Volunteer
Red Cross
06.2016 - 10.2017
Waitress Trainee
Kula Centre restaurant
01.2016 - 12.2016
Diploma - Hospitality Management
Kibondeni College
Kenya Certificate of Secondary Education -
Karatina Girls High School
Kenya Certificate of Primary Education -
Riamukurwe Primary School