MARY ATIENO

Tel: +974********/ 070*-******

Email: ac8rcm@r.postjobfree.com

Company address

Dear sir/madam,

Kindly consider my application for the waitress opening in your hotel. I look to bring over 2 years experience providing hospitable guest reception, table waiting, order taking and payment processing in busy customer service settings to this role.

As a results-driven individual who has a proven history of exceeding performance expectations, I believe I would be a strong addition to your team, and contribute to the ongoing operational success of your company.

Working as a waitress for Safari park and Luke Clavers Hotel has seen me:-

Surpass performance targets in meeting and greeting customers, accurately determine their needs addressing their enquiries and promptly provide requisite service and resolve their complaints.

Trained over 4 customer service staff and assist them adapt to company culture and dynamic hospitality industry.

Support administrative duties including making reservations in person and over the phone, writing detailed reports and saving over Ksh. 50,000 in inventory costs.

Maintained hygiene, safety and quality control in accordance with international standards and restaurant procedures.

Handled delicate and potentially embarrassing situations including declined credit cards, dress code violations, service cutoff, complaints about the food and inebriated guests.

Offering excellent communication skills, attention to detail, and a strong work ethic, I am experienced working in high pressure environments, including nights and weekends. I’m reliable, focused, and work well with teams of all sizes. Regardless of the clientele, I've made it my mission to serve guests with excellence, create a memorable dining experience and thus attained a track record of exceptional customer service satisfaction levels.

Passionate about food, my reputation for delivering superior, customer focused service make me a unique and perfect fit for this position. I look to interview with you to discuss this application further. Thank you for your consideration.

Sincerely,

Mary Atieno.

MARY ATIENO

Tel: +974********/254-*********

Email: ac8rcm@r.postjobfree.com

CAREER PROFILE

Hospitable guest service professional with 2+ years experience in ushering guests, identifying their service needs and offering suitable solutions to gain their loyal business. Competent at establishing strategic supplier relations, saving on operational costs and providing meticulous administrative support in busy work settings. Track record of utilizing excellent communication, analytical and problem solving skills to diffuse tense moments with client and maintain strong organization reputation.

KEY SKILLS

Results-driven personality geared at meeting revenue targets, achieving budget forecasts and implementing cost reduction initiatives.

Excellent listening skills, attention to details and able to use diplomacy to calmly respond to guest complaints and promptly escalates technical issues for timely resolution.

Knowledgeable in using various payments processing technologies including debit cards, mobile transfers, POS machines.

Strong leader, who motivates, trains and coordinates individual and team effort to meet set objectives.

Excellent at performing administrative duties including petty cash management, organizing meetings, inventory control and enquiries management.

Strong multitasking and computer skills - proficient at MS Office (Word, Excel and PowerPoint).

Disciplined to follow instructions accurately, observe standard operating procedures and report progress to supervisors in accordance with company requirements.

WORK EXPERIENCE

WAITRESS

Luke and Clavers Hotel

January 2013-January 2014

Responsibilities:

Ushered in 100+ guests at the reception and directed them into the restaurant, answered their service enquiries advising them on appropriate meals and up selling other meals in the process.

Wrote customers’ orders and conveyed to kitchen staff, prepared bill/receipts and collected payment from customers.

Complied with set operating standards by maintaining clean and safe tables, ensure food is served in a hygienic manner and presentation meets restaurant standards and guest specification while at the same time escalating technical customer issues and providing shift reports to the supervisor

Assisted in kitchen inventory control by recording and monitoring stock of supplies, implementing rotation policy and fostering healthy working relationships with multiple vendors to negotiate better prices and achieve timely delivery of orders.

Performed administrative duties including organizing meetings, handling correspondence, report writing and basic bookkeeping and account reconciliation.

Achievements:

Led the successful implementation of the customer enquiries port enabling the timely receipt, documentation and resolution of 50+ daily enquiries relating to hotel bookings, meals and other services.

Initiated a computerized inventory monitoring system that analyzed stock usage, detected diminishing supplies and indicated need for initiating orders virtually eliminating instances of stock outs.

Implemented the weekly equipment status supervision and reporting schedule that reduced surprise equipment breakdown as well as costs associated with repairs and purchasing new equipment.

Successfully organized a 50-person Annual Board Meeting with the executives from various regional branches. Managed to stay within the set budget in logistics, catering and staffing.

WAITRESS

Safari Park Hotel March 2011 - September 2012

Responsibilities:

Received and provided knowledgeable response to 200+ weekly enquiries, complaints, billing questions; calming angry guests, escalating technical situations and advising on relevant solutions to meet their service needs.

Assisted in the floor manager in supervision, orientation, training and coordination of front floor staff in maintaining high levels of sanitation and healthy environment by cleaning the hotel premises including tables, chairs and pavements.

Assisted with washing of utensils, preparing meals and serving dishes to 50+ customers daily.

Received, inspected and stored materials used to prepare food ensuring spending were within budget estimates.

Resolved customer complaints in a diplomatic way gaining trust and improving relations with guests as well as increasing sales.

Achievements:

Oriented 5 new customer service staff on hotel processes, excellent customer care practice while fostering knowledge sharing among peers. New staff smoothly adapted to company culture promoting harmony and cohesiveness of teamwork towards set objectives.

Commended by supervisor for high customer service ratings attributed to provision of personalized customer experience, listening attentively to guest needs and acting quickly and wisely on their complaints and feedback.

Resolved a tense moment with a VIP guest after they complained the soup served was cold. After reheating four times, the guest was satisfied with the soup and became a regular customer.

Utilized Excel expertise in creating budget monitoring spreadsheets that enabled accomplishment of expenditure control and revenue collection targets. Actively tracked own performance against benchmarks instituting timely correctional activities to meet set forecasts.

EDUCATION

African Institute of Science and Technology:

Food and beverage certificate

Paul Mark Computer College Certificate of Computer studies.

Afraha Girls High School

Kenya Certificate in Secondary Education

PERSONAL INFORMATION

Date of Birth: 20/09/ 1991

Nationality: Kenyan

Marital Status: Single

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