Customer Service Hotel Management
Resume:
PERSONAL PROFILE
LENA PATIENCE CHITSA
ad381v@r.postjobfree.com
PROFESSIONAL SUMMARY
I am a highly motivated all-rounder in the hospitality industry, eager to learn and deliver the best that is there to offer. I seek challenging opportunities where I can fully use my skills for the success of the organization
SKILLS
Communication
Multi-tasking
Customer service
Teamwork
Problem solving
Time management
EDUCATION
TERTIARY EDUCATION
Master of Science (M.Sc.) in Tourism and Hotel Management, Near East University, North Cyprus. Degree Class: First (2016-2018)
Bachelor of Arts Development Studies Honours Degree, Midlands State University, Zimbabwe. Degree Class, Upper Second Division (2.1) (2009-2013)
GCE ADVANCED LEVEL
Serima Secondary School; Zimbabwe; 3 Passes, (2005)
GCE ORDINARY LEVEL
Mukaro Secondary School, Zimbabwe PASS (2003)
EXPERIENCE
Waitress (1 July 2006-30 July 2009) Spur Steak Ranches
Responsibilities
Promptly greet patrons, present menus, make recommendations, answering questions and sharing additional information with restaurant patrons
Informing customers about the day’s specials
Upsell additional products when appropriate
Communicating order details to the kitchen staff
Meet with restaurant staff to review daily specials and changes on the menu
Cleaning up serving area and tidied tables after customers
Handling customer queries and concerns
Presented bills to customers and accept payment in cash, credit or debit cards.
Manage customer reservations
Work with other staff to perform job duties during special events and functions.
Providing excellent customer service to guests
Student intern, January 2012-December 2012, Christian Care International
Responsibilities
Inspected delivery sites to ascertain the appropriateness of contemporary conditions
Conducted the implementation and monitoring of all activities, at field level as laid out in the plan of action
Organized and supported running of activities in the assigned operational areas
Managed the effective and proper use of assets,financial resources according to standard procedures in order to meet targets and objectives
Active participation to field assessments
Assisted in the registration of target individuals, families or households and groups to ensure data is collected and is recorded
Made field arrangements for planned visits to project locations
Assisted the immediate supervisor and other team members in the preparation of documents and forms necessary
Regularly monitored project activities and provided timely feedback to the immediate supervisor
Handled all petty cash transactions; requisitions, disbursements and reimbursements, reconciliation, daily cash counts, float
Asset counts; recording and updating of asset registration. Maintaining manual and electronic records of assets.
Monitored asset movement.
Filed and maintained documents
Managed the reception, welcoming visitors and attending to their needs.
Carried out any other tasks assigned by the supervisor or designates
Housekeeping Manager (15 January 2014-31 January 2016) Paradise Motel
Responsibilities
Manage the daily activities of the Housekeeping department to include appropriate cleaning of all bedrooms, public areas and offices.
Planning, organising and directing team members to ensure the highest degree of customer satisfaction and high standards of cleanliness across the hospital
To monitor, check and maintain standards of cleanliness within all areas of the hotel on a daily basis
Daily supervision of all housekeeping staff at the hotel
Purchase, order and maintain the housekeeping supplies and inventory
To adhere to all meeting such as health and safety, infection prevention and control, monthly team meetings
Manage the housekeeping budget, control the holidays and staff schedule systems
Uphold the highest standards of cleanliness, safety and conduct
Ensure the proper maintenance of all equipment, makes arrangements for repair
Housekeeping Supervisor (28 March 2023- 28 October) Hilton Burlington Lake Champlain
Organizing housekeeping shifts
Assign housekeeping duties.
Inspecting room according to the Hilton brand
Lead the health session in housekeeping.
Creating housekeeping schedule
Perform cleaning duties when there is a shortage.
Prepare Housekeeping reports.
Banquets Server (July 2023 – Jan 2024)
Set up dining or buffet areas, including place settings, centerpieces, and decorations.
Food and Beverage Service including taking orders for drinks and food. Jan 2020-Dec 2022
Serve and refill beverages, including water, coffee, tea, and alcoholic drinks.
REFERENCES
Andren Hamilton
Assistant General Manager at Aimbridge Hospitality
ad381v@r.postjobfree.com
Sharvari Kadam
Front Office Supervisor at Hilton Lake Champlain
ad381v@r.postjobfree.com
Kate Johnston
Banquets Captain at Hilton Lake Champlain
ad381v@r.postjobfree.com
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