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Customer Service Manager

November 09, 2018

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Phone : +254-**-***-****

Mail :

Address : Ukunda, Kenya

Nationality : Kenyan

Languages : English, Swahili

Date of Birth : 19th December 1984

Career Objective

In today's world, competition has reached its peak. It is not easy to stabilize ourselves in this neck-cut competition. However, if we have skills and enough confidence, we can create a legacy, for that, I will enhance my skills and make myself capable in the field.

Attributes and skills

Ability to recommend Food & Beverage combinations and up-sell alternatives

Explaining how food is prepared, describing ingredients and cooking methods

Comprehensive knowledge of food, wines, spirits, liquors, and champagnes

Experience in a front of house role

Excellent command of the English language

Able and willing to work varying shifts including weekends and holidays

Building a rapport and relationship with customers

Experience of working in a 5 star luxury environment

Ensuring that customers enjoy their meals and taking action to correct any problems

Good interpersonal skills and ability to establish and maintain effective working relations with fellow colleagues in a multi-cultural environment with sensitivity and respect for diversity.


Position ; Server/Bartender (Restaurants, Pool & Beach Bar)

Period ; July 2018 – Sept 2018

Company ;

Company profile ; Five Star Beach Hotel & Resort (Dibba U.A.E)

Duties and Responsibilities

Identify guests needs and expectations correctly, including those with special needs, and provide appropriate products, services or information

Meet all reasonable needs and requests of customers within acceptable enterprise time frames

Identify and take all opportunities to enhance the quality of service

Recognize customer dissatisfaction promptly and take action to resolve the situation according to individual level of responsibility

Offer assistance to colleagues when required, to ensure designated work goals are met

Demonstrate trust, support and respect towards team members in day-to-day work activities

Conduct communication with customers and colleagues in a polite, professional and friendly manner

Knowledgeable of all in-house services as well as local information and be able to assist in guests queries

Review the notice board and outlet briefing sheets on a daily basis to be well informed of events, city information, sold-out items, daily specials and any other information that may be relevant to the job

Conduct daily, monthly inventory for accurate costs

Understand and assists with the Brand audit and will implement any actions required

Lead by example with excellent customer service. To always aim to exceed expectation

Full understanding and working knowledge of rosters, wage/time management and the impact on the P&L

Deal with all complaints in a professional and calm manner and attempt to rectify the problem for the best interest of the customer

Training junior staff on all aspects of service hence maintaining and updating all training material.

Period ; Oct 2017 – July 2018

Position ; Senior Waiter (Restaurants, Pool Bar)

Company ;

Company profile ; Five Star Beach Hotel & Resort (Dubai, U.A.E)

Position ; Bar Supervisor (Bar&Restaurants)

Period ; Mar2015– Jun 2017

Company ;

Company profile ; A Nightlife Club & Restaurant (Nairobi, Kenya)

Duties and Responsibilities

Schedule activities for restaurant staff according to guidelines, ensuring proper grooming standards at all times and provide assistance to all guest and administer all requirements for meals.

Maintain all restaurant equipment and records and ensure compliance to standards and perform work according to hotel policies and procedures.

Supervise cross-kitchen dining room activities and ensure optimal quality of service, coordinate with guests to maintain optimal level of customer satisfaction and analyze all customer requirements providing efficient response.

Collaborate with manager to review all employee performance and provide training to increase performance and monitor all guest requests efficiently to achieve all customer objectives and maintain knowledge on all liquor regulations.

Manage all storage supplies and assign staff in all requisition activities and evaluate all daily specials.

Oversee all work in shift and restock all supplies at end of shift and perform regular inspections on all equipment and recommend required repairs.

Position Waiter (in room dining/ Italian Restaurant/ Pool&Beach Bar)

Period ; Aug 2010 – Dec 2014

Company ;

Company profile ; Five Star Beach Hotel & Resort (Dubai, U.A.E)


Experienced Senior Waiter in Beach and pool operations, All-day dining restaurant, Room service and Banquets.

Competencies in ICDL (EXCEL, WORD, ACCESS, POWERPOINT), MICROS and basic Cashiering.

Certifications in HACCP, Fire Management and Safety Regulations &Lobster ink F&B pack.


Kenya Aeronautical College ; May 2005 – Oct 2007

; Diploma in Aero-Engineering

Aquinas High School ; Feb 2000 – Oct 2003

; O-Level certificate

Plainsview Elementary Sch. ; 1992 - 1999 A-Level certificate

NB: References and Further Data upon request


Contact this candidate