Mercy Gathoni Muhunyo
Beirut,Lebanon
Summary
Dedicated food and beverage professional with extensive experience in customer service and team leadership, known for creating a welcoming atmosphere and ensuring high quality dining experiences. Skilled at managing busy shifts while maintaining attention to detail and customer satisfaction in fast-paced environments.
Overview
7
7
years of professional experience
Work History
Waitress
Choco Crepe
Achrafieh
03.2025 - Current
- 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.
- 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.
- Enhanced customer satisfaction by providing attentive service and promptly addressing any concerns.
Waitress Trainer
Cafe Younes
Beirut
08.2021 - 01.2023
- Implemented proper food handling procedures for a clean and safe dining environment, resulting in fewer customer complaints.
- Promoted teamwork among staff members through collaboration efforts and fostering a positive work atmosphere.
- Developed strong communication skills by effectively conveying information between kitchen staff, management, and waitstaff.
- Provided support during high volume periods by efficiently managing multiple tables simultaneously without compromising service quality.
- Maintained consistent customer satisfaction rates through attentive listening skills and prompt issue resolution when necessary.
- Enhanced team efficiency by organizing shift schedules, delegating tasks, and ensuring timely completion of responsibilities.
- Delivered personalized attention to each trainee's learning style during training sessions to optimize comprehension of material.
- Collaborated with fellow trainers to continuously update training materials as needed to align with changing menus or restaurant policies.
Waitress Assistant
Red Buffalo Hoose Hotel
05.2018 - 01.2020
- Supported efficient service flow by accurately relaying guest orders to the kitchen staff and promptly delivering completed dishes to tables.
- Delivered customer orders promptly and with attention to accuracy and satisfaction.
- Kept close eye on customers to quickly spot leaving guests and clear tables for future patrons.
- Assisted with dining room set up prior to and after service period.
- Received consistent positive feedback from both customers and management for exceptional attention to detail and commitment to excellent service.
- Demonstrated knowledge of menu items, promoting daily specials and upselling appetizers or desserts when appropriate.
- Utilized strong multitasking abilities to manage multiple responsibilities effectively, ensuring a smooth flow of service during peak meal times.
- Bussed tables between courses and load and unloaded trays to expedite tasks.
- Refilled drinks and condiments and restocked serving areas to minimize delays.
Education
Certificate Of Technical Studies - Business Management
Thika School of Business Studies
ThikaHigh School Diploma -
Mbici Secondary School
KiambuSkills
- Customer service
- Dining area maintenance
- Guest relations management
- Menu recommendations
- Team collaboration
- Time management
- Active listening
- Table setting
- Strong multitasking
- Decision-making
- Attention to detail
Accomplishments
- Achieved and maintained a 98% customer satisfaction rating over one year through exceptional service and efficient order handling.
- Successfully upsold menu items, contributing to a 10% increase in the average bill value over six months.
- Efficiently managed high-volume shifts, serving up to 50 tables per night with consistent positive feedback.
- Decreased service time by 20% through effective table allocation and teamwork, enhancing the customer turnover rate.
- Managed a team of 10 wait staff in a high-end café, consistently receiving customer satisfaction scores above 95%.
- Maintained 100% menu knowledge, allowing for better guest experiences and increased turnover.
Languages
Swahili
First Language
English
Upper Intermediate
B2
Arabic
Intermediate
B1
Reference
Reference Available upon request.
Timeline
Waitress
Choco Crepe
03.2025 - Current
Waitress Trainer
Cafe Younes
08.2021 - 01.2023
Waitress Assistant
Red Buffalo Hoose Hotel
05.2018 - 01.2020
Certificate Of Technical Studies - Business Management
Thika School of Business Studies
High School Diploma -
Mbici Secondary School