MARY WAITHERA NDAYA
Administrative Assistant
Sohar
Summary
Restaurant Professional with over 5 years in FOH and BOH Operations. Customer Service and food handling expertise, expert in F&B Material Control & Micros (F&B) 3700, Micros (F&B) 9700.
Organized and dedicated Administrative Assistant with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments.
Overview
13
13
years of professional experience
30
30
years of post-secondary education
1
1
Languages
Work History
Business Owner/Operator
Royal Touch Enterprises
11.2024 - Current
- Consulted with customers to assess needs and propose optimal solutions.
- Put together realistic budgets based upon costs and fees for successfully operating business.
- Kept all building areas and equipment functional and well-organized to promote business performance.
- Trained and motivated employees to perform daily business functions.
- Oversaw business budget planning and administration, accounting functions, purchasing, and bi-weekly payroll to handle financial needs.
- Managed financial operations effectively by implementing stringent budget controls and regular financial reporting procedures.
- Established a loyal customer base through targeted marketing campaigns, referral programs, and personalized customer experiences.
- Evaluated business risks regularly to develop appropriate mitigation strategies aimed at minimizing potential negative impacts on the organization''s success/growth trajectory.
- Implemented cost-saving measures by renegotiating vendor contracts and reducing overhead expenses.
- Ensured regulatory compliance by staying informed on industry standards and maintaining accurate documentation for audits.
- Fostered a positive work environment that encouraged employee retention, professional development opportunities, and open communication channels.
- Increased overall business efficiency by streamlining operational processes and implementing new technologies.
- Improved customer satisfaction rates by prioritizing client needs and addressing concerns promptly.
- Monitored staff performance, providing final-say assessment over inquiries.
- Cultivated strong relationships with suppliers/vendors to secure favorable pricing agreements for materials/services needed for daily operations.
- Interacted well with customers to build connections and nurture relationships.
Barista
Café Amazone Muscat
06.2022 - 09.2023
- Managed front desk operations and handled customer inquiries efficiently.
- Ensured seamless shift operations by organizing tasks and supervising employees.
- Oversaw inventory management and cash handling.
- Provided training and mentorship to new employees to enhance service quality.
📌 Accomplishment: Successfully implemented a customer feedback system, increasing customer satisfaction by 15%. - Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
- Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
- Handled customer complaints professionally, resolving issues promptly to ensure satisfaction and foster loyalty.
- Managed time effectively to balance both front-of-house tasks and back-of-house responsibilities during busy periods.
- Created wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores.
- Enhanced customer satisfaction by efficiently preparing and serving high-quality beverages.
- Contributed to a positive team environment through effective communication and collaboration with colleagues.
- Trained new employees, sharing knowledge and expertise of coffees, teas, and merchandise.
- Demonstrated expertise in various brewing techniques, ensuring consistent quality across all drinks served.
- Supported training efforts for new hires, sharing knowledge of coffee making techniques and customer service standards.
Shift Leader
Steers Oman Restaurants
06.2018 - 09.2022
- Coordinated team activities and administrative duties, ensuring smooth operations.
- Managed documentation, recorded transactions, and maintained inventory records.
- Responded to customer inquiries professionally and assisted with special requests.
- Ensured compliance with company policies and quality standards.
📌 Accomplishment: Streamlined documentation processes, reducing record retrieval time by 40%. - Managed inventory and ordered supplies to keep location well stocked with necessary supplies.
- Enforced company policies and regulations with employees.
- Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
- Served as a reliable point-of-contact for upper management when needed, effectively communicating any issues or successes from daily operations.
- Maintained a clean and safe work environment while ensuring all employees adhered to safety guidelines and protocols.
- Monitored equipment maintenance schedules to ensure timely repairs, preventing downtime and loss of productivity.
- Completed cash and credit card transactions accurately using POS software.
- Streamlined inventory management processes, leading to reduced waste and optimized stock levels.
- Supported a culture of continuous improvement by identifying and addressing areas for potential growth, both individually and as a team.
- Assisted managers in setting goals for each department within the store and monitored progress toward those objectives regularly.
- Boosted overall sales with effective upselling techniques and exceptional product knowledge.
FB Captain
Accor Hotels-Mercure Sohar Hotel
06.2018 - 03.2021
- Company Overview: 4 Stars -152 Rooms
- Always greet and welcome guests promptly in a warm and friendly manner
- Always thank and give fond farewell to guests conveying anticipation for their next visit
- Ensure guest are serviced within specified time
- Has a good knowledge of menu and presentation standards
- Speak with guests and staff using clear and professional language, and answer phone calls using appropriate telephone etiquette
- Able to answer any questions regarding the menu and assist with menu selections
- Able to anticipate any unexpected guest need and react promptly and tactfully
- Serve food courses and beverages to guests
- Set tables according to the type of event and service standards
- Record transactions/orders in Point of Sales systems at the time of order
- Communicate with the kitchen regarding any menu questions, the length of wait, and product availability
- Communicate additional meal requirements, allergies, dietary needs, and special requests to the kitchen
- Check with guests to ensure satisfaction with each food course and beverage
- Ensures that the restaurant is always kept clean and organized, both at the front as well as the back of house areas
- Complete closing duties, including restocking items, turning off lights, etc
- 4 Stars -152 Rooms
Restaurant Waitress
Accor Hotels-Mercure Sohar Hotel
10.2016 - 12.2017
- Providing excellent wait service to ensure satisfaction
- Taking Guest orders and delivering food and beverages
- Making menu recommendations, answering questions and sharing additional information with restaurant patrons
- Prepare tables by setting up linens, silverware and glasses
Receptionist
Transguard Company
11.2014 - 08.2016
- Handled all incoming inquiries, calls, and visitor management.
- Managed employee directories and assisted in scheduling meetings.
- Ensured secure handling of documents and records.
📌 Accomplishment: Developed an updated filing system, improving document tracking efficiency by 35%. - Answered phone promptly and directed incoming calls to correct offices.
- Confirmed appointments, communicated with clients, and updated client records.
- Handled cash transactions and maintained sales and payments records accurately.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Maintained confidentiality of information regarding clients and company.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
- Maintained visitor log for entering and leaving facility for security purposes.
- Improved appointment scheduling system, reducing wait times and increasing client satisfaction.
- Helped maintain office security by monitoring visitor access and issuing badges.
- Cultivated positive relationships with clients through professional demeanor and excellent interpersonal skills.
- Assisted with planning office events and meetings for smooth execution.
- Assisted with onboarding new clients and securing paperwork completion.
- Facilitated smooth communication channels by promptly forwarding messages to appropriate departments.
- Improved office organization with meticulous management of appointment scheduling and client databases.
- Streamlined invoice processing to ensure timely payments and financial operations.
Hostess
Dallas Hotel
04.2012 - 01.2014
- Company Overview: 3 Stars -200 Rooms
- To greet the guests and provide them with a warm sense of welcome to the hotel
- Informing the guest about the daily specials which also helps in the up-selling of the product
- Assistant Venue Managers in training new team members
- Record transactions in the micros system at the time of order
- To provide an excellent level of customer service to all guests
- Manage guest queries in a friendly, timely, and efficient manner and assist the guests towards their assigned tables
- Assist outlet staff during busy operations, with taking orders, serving food, and refilling beverages
- Follow outlet policies, procedures, and service standards
- Follow all safety and sanitation policies when handling food and beverage
- Maintain and adhere to billing policies and procedures
- 3 Stars -200 Rooms
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
Education
Certificate - Tourism And Hospitality Management
KISII University
01.2014 - 06.2044
Skills
Office administration
Filing
Customer service
Computer proficiency
Time management
Appointment scheduling
Office management
Customer and client relations
Meeting planning
Verbal communication
Calendar management
File organization
Accomplishments
- Certificate for Hygiene Essentials (HACCP), 08/31/19, ACCOR ACADEMIE
- Certificate for the Successful Pre-opening of Mercure Sohar, Oman, ACCOR HOTELS
- Awarded 'Star of the Month', 03/01/19, Accor Hotels – Mercure Sohar
Personal Information
- Date of Birth: 01/01/90
- Gender: Female
- Nationality: Kenyan
- Marital Status: Single
Affiliations
- Toastmasters
- Rotary International
Timeline
Business Owner/Operator
Royal Touch Enterprises
11.2024 - Current
Barista
Café Amazone Muscat
06.2022 - 09.2023
Shift Leader
Steers Oman Restaurants
06.2018 - 09.2022
FB Captain
Accor Hotels-Mercure Sohar Hotel
06.2018 - 03.2021
Restaurant Waitress
Accor Hotels-Mercure Sohar Hotel
10.2016 - 12.2017
Receptionist
Transguard Company
11.2014 - 08.2016
Certificate - Tourism And Hospitality Management
KISII University
01.2014 - 06.2044
Hostess
Dallas Hotel
04.2012 - 01.2014