JOSEPH GATHUKI
Customer Service Associate
Nairobi,Nairobi
Summary
Dynamic customer service professional with extensive experience in hospitality and guest relations, dedicated to delivering exceptional experiences through effective communication and prompt resolution of concerns. Proven track record in enhancing customer retention and fostering guest loyalty. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support.
Overview
5
5
years of professional experience
3
3
Languages
Work History
Customer Service Representative
Dau Swahili Restaurant
Nairobi, Nairobi
01.2025 - Current
- Handled all guest inquiries, requests and concerns effectively and in a professional manner.
- Fostered teamwork among staff in various departments to ensure seamless service and promote guest satisfaction.
- Pro-actively engaged customers concerning their feedback and made corrections where necessary.
- Provided personal assistance based on guest preferences and attended to special requests.
- Supported marketing efforts and coordinated special events and reservations.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
Guest Attendant
The Wine and Bottle Bar and Grill
Nairobi, Nairobi
08.2023 - 11.2024
- Warmly welcomed guests and guided them to their seats.
- Presented menus, highlighted daily specials, and provided recommendations on food and wine pairings.
- Ensured guest satisfaction by regularly checking in, refilling food and beverages, and promptly addressing spills.
- Coordinated with kitchen and bar staff to guarantee timely and proper service of food and drinks.
- Consistently met and exceeded sales targets.
- Contributed to hotel reputation for excellent customer service through consistent positive feedback from guests.
- Provided support during emergencies or crisis situations, maintaining a calm demeanor and contributing to swift resolution of issues affecting guest safety or wellbeing.
- Delivered exceptional customer service by anticipating guests'' needs proactively and providing tailored solutions whenever possible.
- Coordinated with other departments to fulfill special guest requests or address concerns promptly, demonstrating teamwork in action.
- Handled cash transactions accurately while adhering to strict security protocols, safeguarding both the hotel''s assets and guest privacy.
- Maintained inventory of supplies for guest amenities, ensuring a well-stocked supply was always available for immediate use.
- Resolved guest complaints in a timely manner, leading to increased guest satisfaction and repeat business.
F&B Supervisor
Fahari Gardens Hotel
Nairobi, Nairobi
01.2023 - 07.2023
- Managed shift-related issues such as staff shortages and equipment problems.
- Ensured cleanliness across kitchen, dining areas, rooms, and restrooms.
- Enforced compliance with food safety, sanitation, and health standards.
- Enhanced team productivity by providing ongoing training, coaching, and performance evaluations for F&B staff members.
- Conducted regular equipment maintenance checks, proactively addressing issues before they impacted service quality or safety standards.
- Maintained high-quality food and beverage offerings, closely monitoring preparation and presentation standards.
- Facilitated smooth operations during busy periods by stepping in where needed, demonstrating strong teamwork skills.
- Reviewed customer feedback surveys regularly, identifying areas for improvement and implementing necessary changes.
- Contributed to a positive work environment by consistently demonstrating professionalism, respect, and genuine care for staff and guests alike.
- Assisted in menu development, incorporating guest feedback to design appealing options that catered to diverse dietary preferences.
- Increased employee retention by fostering a supportive workplace culture that encouraged growth opportunities and open communication.
- Boosted revenue through effective upselling techniques and promotion of special menu items or events.
- Enacted progressive disciplinary measures for staff, managed work zones, and oversaw opening and closing duties.
- Addressed customer complaints with professional demeanor and used communication and problem-solving skills to resolve issues.
Guest Attendant
Tripple O's Hotel
Nairobi, Nairobi
02.2021 - 12.2022
- Greeted and warmly welcomed guests, guiding them to their assigned tables.
- Presented menus and provided detailed information on dishes upon request.
- Prepared dining areas by arranging linens, silverware, glassware, and condiments.
- Informed guests of daily specials, recommended menu items, and promoted upsell opportunities.
- Took accurate food and beverage orders using POS systems, order slips, or memory.
- Communicated orders efficiently to kitchen staff to ensure timely and accurate service.
- Kept guests informed about any order delays or changes.
- Ensured all cutlery, crockery, and glassware were clean and polished before use.
- Managed customer billing, returned correct change, and expressed gratitude for their patronage.
Education
Bachelor of Science - Ecotourism and Hospitality Management
Egerton University
Nakuru, Kenya01.2022
Kenya Certificate of Secondary Education -
Ofafa Jericho High School
Nairobi, Kenya01.2015
Skills
Clear and Effective Communication
Customer Service and Relationship Management
Problem-solving and Complaint Handling
Empathy and Patience with customers
Active Listening
Time Management
Data Entry and Record Keeping
Sales and Upselling
References
Mr. Amar, Jonathan, Bar and Grill Manager, +254712016395, The Wine and Bottle Bar and Grill
Ms. Cynthia Mburu, F&B Manager,
+254701420873, Dau Swahili Restaurant
Ms. Faith Gacheri, F&B Manager
+254799192916, Fahari Gardens Hotel
Timeline
Customer Service Representative
Dau Swahili Restaurant
01.2025 - Current
Guest Attendant
The Wine and Bottle Bar and Grill
08.2023 - 11.2024
F&B Supervisor
Fahari Gardens Hotel
01.2023 - 07.2023
Guest Attendant
Tripple O's Hotel
02.2021 - 12.2022
Bachelor of Science - Ecotourism and Hospitality Management
Egerton University
Kenya Certificate of Secondary Education -
Ofafa Jericho High School