YVONNE NGUGI
Hospitality Management Professional
Nairobi
Summary
Dynamic and dedicated hospitality professional with extensive experience in both fast-paced diner and upscale restaurant environments. Adept at enhancing customer satisfaction through exceptional service, meticulous attention to detail, and a proactive approach. Proven track record in leading teams, maintaining high operational standards, and fostering a positive dining atmosphere. Demonstrates strong organizational skills, excellent communication, and a deep understanding of food and beverage service. Passionate about creating memorable experiences for guests while driving team performance and business success.
Overview
3
3
years of professional experience
1
1
year of post-secondary education
Work History
Luxury Retail Associate
Burj Al Arab, Jumeirah Hotels & Resorts Dubai
06.2023 - 10.2024
- Delivered personalized service to high-profile clients, creating unique and memorable shopping experiences tailored to their needs and preferences.
- Processed sales and transactions efficiently, handling luxury items with care and maintaining accuracy in billing and inventory management.
- Kept the store meticulously organized and visually appealing and creating an inviting atmosphere for clients.
- Gained in-depth knowledge of luxury products and brands, allowing me to offer informed recommendations and address client queries effectively.
- Managed client interactions, providing exceptional service and confidentiality while building lasting relationships and fostering loyalty.
Team Leader - Food & Beverage
Burj Al Arab, UMA, Jumeirah Hotels & Resorts
11.2022 - 06.2024
- Ensured timely venue opening and readiness by managing staff coordination and setup, meeting operational standards.
- Supervised employees to ensure accurate task completion and high-quality service, providing guidance and support as needed.
- Maintained clean and organized food preparation areas by enforcing hygiene practices and conducting regular inspections.
- Mentored team members to improve productivity and service quality, offering feedback and training in a positive work environment.
Waitress
Capital Club
09.2021 - 03.2022
- Welcomed customers, discussed specials, and took drink orders, enhancing their dining experience with a friendly approach.
- Recommended food and drink pairings to boost sales, using menu knowledge to make personalized suggestions.
- Checked customer IDs for alcohol sales and informed them of specials, ensuring compliance and promoting offers.
- Coordinated with kitchen staff to update customers on menu changes and wait times, facilitating smooth operations.
Education
Certificate - Food & Beverage Hospitality
Prime Stuff Limited
Nairobi 03.2022 - 07.2022
Certificate - Computer Applications
Kenya College of Accountancy
Nairobi 01.2012 - 03.2012
Skills
Microsoft Office
Reservation Software
Digital Menus
Inventory Management
Food Safety
Cash Handling
Scheduling Tools
CRM Software
POS Systems
Food and Beverage Service
High-End Restaurant Operations
Team Leadership and Development
Customer Experience Enhancement
Exceptional Customer Service Skills
Effective Team Leadership
Strong Organizational Abilities
Positive and engaging demeanor
Accomplishments
- Enhanced Customer Satisfaction: Successfully increased customer satisfaction scores through attentive service and personalized recommendations, leading to a significant rise in repeat business and positive reviews.
- Improved Team Efficiency: Implemented training programs and best practices that improved team productivity and service accuracy, resulting in a smoother operation and a noticeable reduction in service errors.
- Increased Revenue Through Upselling: Boosted average sales per ticket by utilizing effective upselling techniques and suggesting high-margin items, contributing to a measurable increase in overall revenue for the establishment.
Industry Expertise
- Food and Beverage Service
- Menu Planning and Coordination
- High-End Restaurant Operations
- Team Leadership and Development
- Customer Experience Enhancement
Quote
You can learn many things from children. How much patience you have, for instance.
Franklin P. Adams
Work Preference
Work Type
Full TimePart TimeContract WorkLocation Preference
On-SiteRemoteImportant To Me
Career advancementWork-life balanceCompany CulturePersonal development programsFlexible work hoursWork from home optionHealthcare benefitsTeam Building / Company RetreatsPaid sick leave4-day work weekWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Bilingual or Proficient (C2)
Timeline
Luxury Retail Associate
Burj Al Arab, Jumeirah Hotels & Resorts Dubai
06.2023 - 10.2024
Team Leader - Food & Beverage
Burj Al Arab, UMA, Jumeirah Hotels & Resorts
11.2022 - 06.2024
Certificate - Food & Beverage Hospitality
Prime Stuff Limited
03.2022 - 07.2022
Waitress
Capital Club
09.2021 - 03.2022
Certificate - Computer Applications
Kenya College of Accountancy
01.2012 - 03.2012