MARGARET WANGECI
Experienced Hotelier
Nairobi,Kenya
Summary
Accomplished and determined food service professional provides excellent customer experience. Possesses extensive knowledge of food safety and quality standards. Skilled at multitasking and practicing effective time management. Comfortable working in fast-paced food service environment while providing quality service. Employs exceptional problem-solving and conflict-resolution skills to enhance customer experience.
Overview
10
10
years of professional experience
6
6
years of post-secondary education
1
1
Language
Work History
Food and Beverage Attendant/Restaurant Hostess
Varu by Atmosphere Resort
Maldives, Male
11.2022 - 08.2024
- Provide the highest level of approximately 40 guest comfort and ensures the delivery of the hotel brand, values and vision, to create an amazing experience for our guests and colleagues
- Anticipate guests' service needs, including asking questions of guests to better understand their needs and provide personalized service through noting down guest preferences
- Serves guests their food and beverage in prompt, courteous manner as per the standard sequence of service
- Present physical and accurate check and process payment, adhering to all cash handling and credit policies/procedures including added and received gratuity
- Communicate and coordinate with the Chefs regarding length of wait food, orders and special requests
- Up-sell or promote all specials advertised in the outlet as well promoting slow-moving items
- Be knowledgeable in food and beverage items in the menu and the ability to recommend Food & Beverage combinations and upsell alternatives
- Assist other colleagues to ensure proper coverage and prompt guest service
- Answer phone calls, take reservations and perform other administrative duties as assigned
- Adhere to all departmental safety and security policies and procedures to ensure a clean, safe, and secure environment
- Address guests' service needs in a professional, positive, and timely manner
- Check-in with guests to ensure satisfaction with each food course and/or beverages in a discreet manner
- Engage guests in meaningful conversation regarding their stay, property services, and area attractions/offerings
- Collect guest preferences and record it under the appropriate system for effective sharing with all colleagues
- Communicate additional meal requirements, allergies, dietary needs, and special requests to the kitchen
- Recognizes the importance of LQA and Forbes standards as to deliver excellent audit and service performance
- Handle complaints and resolve service 'glitches' and keep a record of all feedback under the appropriate system
- Ensures that the issues are resolved in a timely manner to guests' satisfaction
- Maintains strong working relationships with other departments to ensure effective communications for operational issues, serves as a role model for inter-departmental collaboration and support
- Maintain cleanliness of work areas throughout the day, practicing clean-as-you-go procedures
- Set tables according to type of event and service standards, including types of linens, glassware, plate/chinaware, and silver/flatware, ensuring all supplies meet quality standards
- Be knowledgeable of and follow appropriate procedures for serving alcohol
- Perform closing duties, including storing all reusable goods, breaking down goods, cleaning all equipment and areas, returning equipment to proper locations, locking refrigerators, restocking items, turning off lights, locking doors, and completing daily cleaning checklist
- Polishes and inspects the cleanliness and presentation all china, glass, and silver wares prior to use
- Effectively communicate and coordinate food delivery to deliver highest level of dining comfort and experience
- Report all equipment problems and maintenance issues to the immediate supervisor or manager
- Assist restocking and replenishment of restaurant inventory and supplies
- Be available to fill in as needed to ensure the smooth and efficient operation of the restaurant as directed by Management
- Be knowledgeable of all ingredients and prices of the food and beverage listed on the menu
- Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters)
- Follow policies and procedures for the safe operation and storage of tools, equipment, and machines
- Perform other duties or responsibilities that are reasonable as assigned by your immediate supervisor or manager
Event Coordinator and Dining Room Interface
Fari Campus
Male, Maldives
09.2021 - 08.2022
- Followed company procedures to maintain work environment clean and orderly condition using th checklist
- Creating staffing schedule to ensure great customer services and follow budget guidelines
- Guided guests through menu while demonstrating thorough knowledge of the food, beverages, and ingredients
- Ensure effective communication between staff by maintaining a secure and friendly working environment
- Personally responsible for hygiene, safety and correct use of equipment and utensils
- Check periodically expiry dates and proper storage of food items in section
- Supervise the dining room staff and maintain uniform service standards
- Oversees and assist with dining related programs such as special events, private parties, meal delivery and guest dining
- Consults daily with Sous Chef and Executive Chef on daily requirements, functions and about any last-minute events
- Followed all safety and sanitation policies when handling food and beverage to uphold proper health standards
- Operate and maintain all department equipment and reporting malfunctioning
- Identify the client's requirements and expectations for each event
- Conduct final inspections on the day of the event to ensure everything adheres to the client's standards
- Coordinated schedules and timelines for sometimes approximately 3 events per day.
- Managed event logistics and operations.
- Adapted quickly when faced with unexpected challenges or changes in plans, maintaining composure while finding effective solutions.
- Established positive relationships with clients, ensuring their needs were met throughout the event planning process.
- Handled crisis management situations promptly, minimizing negative impact on event outcomes and client satisfaction.
Food and Beverage Associate
European Union Diplomatic Compound
Mogadishu, Somali
01.2018 - 09.2021
- Arranging table settings and maintaining a tidy dining area
- Observant to Guests' needs throughout dining experience to ensure guests receive high quality service
- Answer incoming calls to the restaurant and provide appropriate service
- Serves guests their food and beverage in prompt, courteous manner as per the standard sequence of service
- Accept and organize reservations and prioritize reservations to accommodate customers
- Meeting with restaurant staff to review daily specials, changes on the menu and service specifications for reservations (e.g., barbeques, cocktails parties)
- Planning staff time and shifts to reflect the demands of the business
- Administering complaints and negative feedback from customers to address concerns and where applicable providing a quick service recovery
- Taking beverage orders from customers and serving by adhering to company standards while serving alcoholic and non-alcoholic beverages as requested
- Providing a positive and friendly guest experience by interacting with patrons often
- Balance sales, cash flows, stock on sale, stock on hand, damaged stock, and any returned stock
- Organizing, stocking, and restocking the Bar with adequate supply of beverages, mixers, ice, napkins, straws, glassware, and other accessories as well as updating products expiry dates
- Processed customer payments and balanced cash drawers.
- Utilized POS system to receive and process food and beverage orders.
- Monitored food quality and freshness throughout day.
- Assisted with setup and breakdown of events, banquets and parties to comply with logistics.
Waitress
Windsor Country and Golf Hotel
Kenya, Nairobi
11.2014 - 12.2016
- Strategically timed check-ins with customers to take orders and confirm satisfaction with meals after delivery, taking action to correct any problems.
- Managed event-related work including setting up tables and maintained both exterior and interior of the restaurant
- Explained the preparation and cooking methods as well the ingredients of various menu items
- Ensured full product knowledge of menu items and hotel facilities services
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Supported teamwork atmosphere among staff members through clear communication and collaboration during shifts.
- Answered customers' questions, recommended items, and recorded order information.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
- Increased sales significantly by upselling higher-end products to customers.
- Inspected dishes and utensils for cleanliness.
- Maintained clean and welcoming dining environment, ensuring a positive guest experience.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
Education
Information and Communication Technology - undefined
Gordon Institute of Business Studies
Kenya 08.2016 - 05.2017
Diploma in Food and Beverages Management - undefined
National Youth Service School of Hospitality
Kenya 01.2011 - 05.2013
Some College (No Degree) - Certificate of Secondary Education
Jomo Kenyatta High School
Nakuru,Kenya 01.2005 - 05.2008
Skills
Wine and Bar Knowledge
Timeline
Food and Beverage Attendant/Restaurant Hostess
Varu by Atmosphere Resort
11.2022 - 08.2024
Event Coordinator and Dining Room Interface
Fari Campus
09.2021 - 08.2022
Food and Beverage Associate
European Union Diplomatic Compound
01.2018 - 09.2021
Information and Communication Technology - undefined
Gordon Institute of Business Studies
08.2016 - 05.2017
Waitress
Windsor Country and Golf Hotel
11.2014 - 12.2016
Diploma in Food and Beverages Management - undefined
National Youth Service School of Hospitality
01.2011 - 05.2013
Some College (No Degree) - Certificate of Secondary Education
Jomo Kenyatta High School
01.2005 - 05.2008
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Languages
English
Upper intermediate (B2)
References
- Ali Muaz, Food and Beverage Supervisor, Varu by Atmosphere Resort, Maldives, muaz-87@hotmail.com, +9607906030
- Hussein Azim, Sous chef, Fari Campus, Maldives, axoo230@gmail.com, +9609531631
- Masha Kalama, Assistant Catering Manager, European Union Diplomatic Compound, Mogadishu MIA, Somalia, mashakalama@gmail.com, +233593826466
Careerprofilesummary
I am a friendly and customer service-oriented hotelier with firsthand experience in food and beverage services in different catering operations. Moreover, I have also excelled in coordinating food and beverage menu presentations, coordinating the smooth running of events operations, and ensuring general cleanliness. Being comfortable in a fast-paced environment, major highlights of my experience include; meeting with restaurant staff to review daily specials, changes on the menu and service specifications for reservations, providing excellent customer service to guest requirements, planning staff time and shifts to reflect the demands of the business, administering complaints and negative feedback from customers, overseeing activities during special events taking into account specific objectives, aiding VIP-guests with their errands and requests and evaluating customer's comments to find out whether customers feel satisfied or dissatisfied with the product or service. I aim to secure a position as Food and Beverage Department to utilize my exceptional hospitality skills and become part of a reputable organization to maximize revenue and customer satisfaction.
Professionalcourses
- Paramilitary Conversion, National Youth Service Training College, Kenya, 08/01/09, 02/01/10
- Certificate of Training, Safari Park Hotel and Muthaiga Country Club, Nairobi, 01/01/12, 12/01/12
References
- Ali Muaz, Food and Beverage Supervisor, Varu by Atmosphere Resort, Maldives, muaz-87@hotmail.com, +9607906030
- Hussein Azim, Sous chef, Fari Campus, Maldives, axoo230@gmail.com, +9609531631
- Masha Kalama, Assistant Catering Manager, European Union Diplomatic Compound, Mogadishu MIA, Somalia, mashakalama@gmail.com, +233593826466
Careerprofilesummary
I am a friendly and customer service-oriented hotelier with firsthand experience in food and beverage services in different catering operations. Moreover, I have also excelled in coordinating food and beverage menu presentations, coordinating the smooth running of events operations, and ensuring general cleanliness. Being comfortable in a fast-paced environment, major highlights of my experience include; meeting with restaurant staff to review daily specials, changes on the menu and service specifications for reservations, providing excellent customer service to guest requirements, planning staff time and shifts to reflect the demands of the business, administering complaints and negative feedback from customers, overseeing activities during special events taking into account specific objectives, aiding VIP-guests with their errands and requests and evaluating customer's comments to find out whether customers feel satisfied or dissatisfied with the product or service. I aim to secure a position as Food and Beverage Department to utilize my exceptional hospitality skills and become part of a reputable organization to maximize revenue and customer satisfaction.
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