KEVIN THIONG’O NJOROGE
Nairobi
Summary
Highly motivated and experienced waiter with over three years of proven success in providing exceptional customer service in fast-paced dining environments. Possessing a strong work ethic, excellent communication skills, and a passion for creating positive dining experiences. Seeking a challenging and rewarding waitstaff position where I can leverage my expertise in customer relations, order management, and teamwork to contribute to a thriving restaurant operation. My interest in the hospitality industry stems from a genuine desire to create memorable experiences for guests and contribute to a positive and efficient team environment.
Overview
12
12
years of professional experience
Work History
Waiter
Alba Hotel
02.2022 - 12.2024
- Assisted customers with menu selection, answering questions on ingredients, meal preparation methods, and allergy safety
- Approached guest tables frequently to ensure a satisfying dining experience and to assist with any issues
- Tracked supply availability and collect payments with receipts
- Greeted and assisted customers in a 150-guest dining room event
- Memorized 20+ specials and described dishes to guests to ensure satisfaction with selections
- Advised customers on menu specials and meal ingredients, recommending specific menu items based on their dietary and allergy needs
- Recorded orders for food and beverages and entered all information into the cash register system for receipt issuance and transmittal to the kitchen
- Recommended specialty drinks, served customers a wide selection of wines, and kept the dining space clean by removing empty plates and glassware
- Used POS systems consistently, handling over 200 payment transactions daily with a 98% accuracy rate, leading to zero billing errors
Waiter
Tarko Shell Local Eatery
01.2018 - 12.2021
- Managed telephone food orders and delivered exceptional customer service to patrons
- Operated cash registers and efficiently processed customer payments
- Maintained a clean and organized work environment by stocking shelves with necessary supplies such as paper goods, napkins, plates, and utensils
- Ensured cleanliness of the store and surrounding areas through regular sweeping, mopping, and bathroom sanitation
- Managed an average of 20 customer queries per day, achieving a resolution rate of 90% within 24 hours
- Welcomed an average of 30 customers per shift and maintain the daily foot traffic and processed an average of 20 food orders with accuracy, to maximize on sales
- Maintaining an accurate financial record of daily sales as per the company’s policies and regulations
- Improved customer satisfaction rates by 15% through the use of effective communication skills and attentive service
- Mastered the food and beverage menu items, increasing upselling success by 30% through appropriate wine pairings and recommendations
Communication and Data intern
Kenya Medical Research Institute (KEMRI/CRDR)
06.2017 - 11.2017
- Managed social media accounts by creating engaging content, interacting with followers in comments, and monitoring platform activities while researching current trends
- Developed innovative strategies to enhance customer awareness of the company and its offerings, leading to increased website traffic across social media platforms
- Conducted thorough research on business needs, goals, marketing strategies, competitors, and industry trends, which resulted in the successful development and implementation of several public relations campaigns
- Handled and processed medical reports and other highly confidential information in line with GDPR guidelines, ensuring 100% compliance with regulations
- Assisted an average of 20 clients per day through various channels, such as email, phone, online presentations, screen-share and in-person meetings
- Resolved 100% of the customers’ complaints within 48 hours as recommended
- Maintained comprehensive records of all customer interactions in the CRM tool
- Successfully on boarded customers on the use of log pads, resulting in a 50% reduction in customer confusion and an 80% increase in the number of participants completing the onboarding process, leading to timely and proper recording of usable data for research
- Ensured customer satisfaction through proper and timely reimbursement of participant travel funds, resulting in a 100% reimbursement rate
Project coordinator
Grand Loftiers Youth Group
01.2013 - 01.2014
- Developed and implemented quality assurance controls to ensure consistent design approaches and achieve effective results across various projects
- Managed project schedules and work streams for routine and special projects, adjusting workflows as needed to maintain deadlines and enhance project clarity and efficiency
- Additionally, meticulously documented hours and budget expenses to keep projects on track and adhere to allocated budgets
- Maintained proper record-keeping, which aided in referencing for future projects, resulting in the improvement in team member productivity
Education
Bachelor of Arts - Mass Media and Communication (Electronic Option)
Mount Kenya University
12.2017
Diploma in Public Relations - undefined
University of Nairobi
01.2014
Certificate in Public Relations - undefined
University of Nairobi
01.2011
Bridge Course in Polytechnical Mathematics - undefined
Kenya Technical University College (TUK)
01.2010
Kenya Certificate of Secondary Education - undefined
Kirwara High School
01.2009
Skills
- Customer Service
- Customer Relations
- Relationship Management
- Credit Management
- Sales and Marketing
- Analytical skills
- Communication and interpersonal skills
- ICT Competence
Careerprofilesummary
Highly motivated and experienced waiter with over three years of proven success in providing exceptional customer service in fast-paced dining environments. Possessing a strong work ethic, excellent communication skills, and a passion for creating positive dining experiences. Seeking a challenging and rewarding waitstaff position where I can leverage my expertise in customer relations, order management, and teamwork to contribute to a thriving restaurant operation. My interest in the hospitality industry stems from a genuine desire to create memorable experiences for guests and contribute to a positive and efficient team environment.
Timeline
Waiter
Alba Hotel
02.2022 - 12.2024
Waiter
Tarko Shell Local Eatery
01.2018 - 12.2021
Communication and Data intern
Kenya Medical Research Institute (KEMRI/CRDR)
06.2017 - 11.2017
Project coordinator
Grand Loftiers Youth Group
01.2013 - 01.2014
Bachelor of Arts - Mass Media and Communication (Electronic Option)
Mount Kenya University
Diploma in Public Relations - undefined
University of Nairobi
Certificate in Public Relations - undefined
University of Nairobi
Bridge Course in Polytechnical Mathematics - undefined
Kenya Technical University College (TUK)
Kenya Certificate of Secondary Education - undefined
Kirwara High School
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