HANNAH KAMAU

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

years of professional experience

5

years of post-secondary education

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) -

AIR TRAVEL AND TOURS TRAINING COLLEGE, Kenya

10.2007 - 07.2008

High School Diploma -

KIBURU SECONDARY SCHOOL, Kenya

01.2001 - 12.2004

Some College (No Degree) - Service Skills Training And Guest Relation

CERTIFICATE PARAGON HOSPITALITY TRAINING PROGRAMME, Kenya

01.2009 - 08.2009

Skills

Extensive best quality sales knowledgeCompetent in Customer Satisfaction ResolutionCapable of handling complaints and difficult situations

Upselling techniques

Food preparation and safety

Hospitality service expertise

Order accuracy

Performance improvement

Compliance standards

Table setting knowledge

Guest seating arrangements

Item promotion

High-volume dining

Guest relations management

Dining area maintenance

Front-of-house display creation

Menu presentation

Ordering procedures

Tableside Service

Menu memorization

Beverage preparation

Food spoilage prevention

Wine service

Wine knowledge

Food and beverage pairings

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