Service Customer
Resume:
FLORENCE MUTHONI NJOROGE.
P.O BOX *****-**** NAIROBI-KENYA
EMALL:****************@*****.***
POSITION APPLIED –F &B
CAREER OBJECTIVES
Extremely energized and dexterous professional with 9+ years’ extensive experience in performing a range of manual laborer tasks. Reliable and adaptable General Labor worker with an agreeable disposition and foster excellent customer service. Adept multitasker with abilities to handle a number of workplace responsibilities with accuracy and efficiency. Able to demonstrate flexible and resilience by lifting and carrying heavy objects repeatedly and for prolonged periods of time. Able to work with minimum or no supervision and also under pressure.
CORE QUALIFICATION
Meetings and business service - First aid training [cardiopulmonary
Customer complains. - Lost &found items.
Fire alarms and evacuations. - Inventory management
Bomb treat procedures. - Quality control
Packing and shipping -Heavy lifting
WORKING EXPERIENCE
March 2017 to Present: Trimoo Parks Qatar[pre-opening].
Position held : F&B captain
Duties /responsibilities:
Assisted guests with making menu choices in an informative and helpful fashion.
Maintained knowledge of current menu items, garnishes, ingredients and preparation methods.
Delivered exceptional service by greeting and serving customers in a timely, friendly manner.
Appropriately suggested additional items to customers to increase restaurant sales.
Promptly served all food courses and alcoholic beverages to guests.
Answered questions about menu selections and made recommendations when requested.
Effectively communicated with kitchen staff regarding customer allergies, dietary needs and other special requests.
Regularly checked on guests to ensure satisfaction with each food course and beverages.
Managed closing duties, including restocking items and reconciliation of the cash drawer.
Organize workflow and ensure that employees understand their duties or delegated tasks
Monitor employee productivity and provide constructive feedback and coaching
Receive complaints and resolve problems
Maintain timekeeping and personnel records
Pass on information from upper management to employees and vice versa
Prepare and submit performance reports
Decide on reward and promotion based on performance
Implement the standards operations procedures [sops] and train new employees
2013 to 2016: Qatar National Convention Centre (pre-opening]
Position held: Team leader
Duties /responsibilities
Overseeing food service, and acting as an expeditor,
Responsible for resolving customer complaints regarding food and service, as well as internal conflict amongst staff.
Ordering and maintaining inventory control costs.
Making sure the business complies with health food safety regulations.
Overseeing inventory, including food and beverages,
Supervise the Banquet item in all aspects of the department and ensure service standards are followed.
Supervise the service of food and beverage items for Assigned banquet meetings.
Address guest concerns and react quickly and professionally
Train banquet colleague in the absence of a trainer
Participate in scheduled departmental meetings
Review banquet event order to ensure the proper set-ups
Supervising and scheduling food and beverage staff when necessary, to ensure the timely movement
of completed food orders from kitchen to customers are in place.
2007 – 2010: Green Beans Coffee Café Worldwide Café (Iraq)
Position held: Barista
Duties /responsibilities.
Organizing and maintaining effective working with the team member
Assisting the preparation of functions and services
Cashiering by micro system.
Maintain efficient, friendly service standards.
Weighs, grinds and packs coffee per customers’ orders according to company guidelines.
Handling all hot and cold drinks as well baking preparations.
Accurately make receives orders and rings them into cash resister and count back change to customers in a courteous and friendly manner.
Deal sales promotions regards new products, answering questions regarding coffee blends, in a friendly manner.
Report writing and inventory taking.
s
June 2011 – Sep 2012 Mantus’ Den Restaurant Nairobi, Kenya
Position held: waitress
Duties /responsibilities.
Skillfully anticipated and addressed guests’ services needs
Consistently adhered to quality expectations and standards
Delivered exceptional, friendly and fast service
Accurately recorded orders and partnered with team members to serve food and beverages that exceeded guests’ expectations
Routinely cleaned table line, table settings, glassware, windowsill, carpets, counters, floors storage areas and service refrigerators.
Effectively used items in stock to decrease waste and profits loss.
Demonstrated awareness of liability issues and the law by confirming legal drinking age and discontinuing services to intoxicated guests.
Inquired about guest’s satisfaction, anticipated additional needs and happily fulfilled requests.
Correctly calculated charges issued bills and collected payments.
Prepared food tableside, including carving meats, boning fish and fowl and preparing flaming dishes.
Checked in deliveries and off on products received.
ACADEMIC QUALIFICATION AND TRAININGS
March 2005-2006: INTERNATIONAL TRAINING COLLEGE/CONSULTANCY
Certificate in Food and Beverage includes
Food and beverages service practical.
Food and beverages service theory.
Food and menu knowledge.
Customers complains
Etiquette.
March 2005-Aug 2005: INTERNATIONAL TRAINING COLLEGE/CONSULTANCY.
Certificate in micro soft packages includes,
Introduction - excel
MS word - Power point
Excess.
1994-1997 –NKANDO HIGH SCHOOL.
Kenya Certificate of Secondary Education (KCSE].
HOBBIES
Travelling
Listening to music
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