HANNAH KAMAU
Customer Services
Nairobi,Kenya
Summary
Enthusiastic and reliable professional takes pride in providing excellent customer service and creating memorable dining experiences for restaurant customers. Skilled in anticipating customer needs, addressing complaints and resolving issues in timely manner. Maintains focus and positive attitude in stressful situations and high-volume environments. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
12
12
years of professional experience
5
5
years of post-secondary education
2
2
Certifications
Work History
WAITRESS
Art Café Restaurant
Nairobi, Kenya
01.2021 - 01.2022
- Welcoming customers by being friendly and attentive, proving best hospitality by anticipating customers’ needs making them feel comfortable and welcome
- Demonstrating menu knowledge by answering questions e.g., hospitality by anticipating customers’ needs making them feel comfortable and welcome
- Demonstrating menu knowledge by answering questions e.g., up selling specialty items, describing dishes
- Handling complaints & ensuring customer satisfaction
- Thanking customers for coming
- Kept server areas clean and stocked to increase efficiency while working tables
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness
- Bussed and reset tables to keep dining room and work areas clean
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs
- Collaborated with kitchen staff to correctly update customers on unavailable dishes and wait times
- Remained calm and poised when dealing with difficult customers or during busy shifts
- Greeted new customers, discussed specials, and took drink orders
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business
- Bussed tables during busy periods to assist staff and quickly turn over tables
- Folded napkins and prepared silverware sets to provide adequate supply for host station
- Provided recommendations on menu items and upsold food and drinks to increase sales
- Followed health and safety regulations relevant to hospitality industry to minimize accidents, incidents and liability to restaurant
- Trained new waitstaff on proper food handling, customer service and safety procedures
- Answered customers' questions, recommended items, and recorded order information
- Processed orders and sent to kitchen employees for preparation
- Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods
- Increased sales significantly by upselling higher-end products to customers
Hostess
QATAR AIRWAYS, AL MAHA SERVICES LOUNGE HOSTESS
Qatar, Doha
01.2014 - 01.2020
- This is personalized meet-and-assist role for Gold & Platinum card premier passengers, booked customers arriving and departing or transferring through Hamad International Airport
- Manning reception area and attending to all phone calls, emails and customers in lounge
- Demonstrated strong organizational and time management skills while managing multiple projects
- Working and assisting different customers such as VIPS unaccompanied minors
- Assisting deportees and immigrants as well as customer with special assistance.
- Working together with colleagues as team to drive excellence especially during high peak season
- Demonstrated creativity and resourcefulness through development of innovative solutions
- Worked effectively in fast-paced environments
- Proven ability to learn quickly and adapt to new situations
- Ensuring smooth handling of our customers by exceeding their experience hence having them back to use our service
- Professional training & personal grooming specifically focused on providing a warm Arabian hospitality approach.
- Managed time efficiently in order to complete all tasks within deadlines
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution
- Gained strong leadership skills by managing projects from start to finish
- Proved successful working within tight deadlines and fast-paced environment
WAITRESS/ GUEST RELATION
Jumeirah Creek side Hotel PRE
Emirates, Dubai
01.2012 - 01.2014
- Took orders and served food and beverages to guests communicating them effectively to kitchen
- Welcoming and seating guests
- Maintained cleanliness organized dining area and services stations
- Assisted in opening and closing procedures
- Followed food safety and sanitation guidelines
- Managed cash and credit transactions, and maintained accurate records of sales and tips
- Memorizing menu and offering recommendations to upsell appetizers, desserts, or drinks
- Folded napkins and prepared silverware sets to provide adequate supply for host station
- GUEST RELATION DUTIES
- Meet and greet guest upon arrival
- Handle guest special request
- Entering guest information on system
- Answering calls and responding to emails
- Provide guests with products and service information
- Advising clients according regarding bookings & reservations
- Making sure that guest has access to various services without hitch
- Giving information about areas of interest in order to target more guest in particular season
- Managing and resolving guest complaints
- Follow up guest calls, by documenting all call information according to standard operating procedure
- Giving information about areas of interest in order to target more guests in particular season
- Managing and resolving guest complaints
- Follow up guest calls, by documenting all call information according to standard operating procedure
HOSTESS
BINHENDI COMPANY
Emirates, Dubai
01.2010 - 01.2011
- Greeting and Welcoming guests, with smile within 30 sec of entrance
- Offers consistently professional, friendly warm & engaging service
- Assisting customers with direction on phone or arrival
- Answer questions about company and products
- Observe cleanliness & maintenance of working space and entrance area
- Assure well-being of all customers by maintaining close, friendly, yet discrete contact
- Ensure guests have pleasure experience.
- Minimized customer service complaints by expertly managing customer expectations during busy periods
- Rearranged tables and chairs for large parties and retrieved high chairs for children
- Helped facilitate cooperation between service and kitchen staff to professionally meet guest needs and resolve problems
- Provided patrons with estimated waiting times during peak service hours
- Answered phone calls to take orders, give information and document reservations
- Assisted customers with delivering orders, carrying additional trays and helping dish out items
- Organized, stocked and cleaned establishment's front lobby during shifts to maintain welcoming appearance
- Cross-trained to handle different restaurant roles, including bar, kitchen and to-go stations
- Backed up servers by checking on tables and retrieving items for guests
- Delivered pick-up and curbside orders to guests
- Seated patrons based on guest preferences and seating availability
Education
Some College (No Degree) -
10.2007 - 07.2008
High School Diploma -
01.2001 - 12.2004
Some College (No Degree) - Service Skills Training And Guest Relation
01.2009 - 08.2009
Skills
Extensive best quality sales knowledgeundefined
Certification
ACHIEVEMENTS
Timeline
WAITRESS - Art Café Restaurant
01.2021 - 01.2022
Hostess - QATAR AIRWAYS, AL MAHA SERVICES LOUNGE HOSTESS
01.2014 - 01.2020
WAITRESS/ GUEST RELATION - Jumeirah Creek side Hotel PRE
01.2012 - 01.2014
HOSTESS - BINHENDI COMPANY
01.2010 - 01.2011
CERTIFICATE PARAGON HOSPITALITY TRAINING PROGRAMME - Some College (No Degree), Service Skills Training And Guest Relation
01.2009 - 08.2009
AIR TRAVEL AND TOURS TRAINING COLLEGE - Some College (No Degree),
10.2007 - 07.2008
KIBURU SECONDARY SCHOOL - High School Diploma,
01.2001 - 12.2004
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