Customer Service Duty Manager
Resume:
SIMON UZUNDU
Experienced Head Waiter, Bartender and Duty Manager with extensive
knowledge of spirits, craft beers, cocktail recipes, food and wine, and dedication to delivering first-class customer service. Possesses familiarity with POS terminals and common restaurant machinery. Expert with a proven ability to “up-sell” to customers. An energetic team player with highly developed multitasking skills, and the ability to engage customers one-on-one and de-escalate conflicts. Committed to building a customer base by providing a positive service experience.
Self-motivated: always energetic and I do not let anything that happens in or out of my workplace affect my energy at work or others.
Fast learner: always open to learn new things and able to swiftly adapt into new changes and adjustments such as menu changes.
Wine knowledge: able to recommend the best wine for all menu items.
Teamwork: worked efficiently with team members to ensure all tables received excellent service, providing assistance to colleagues when required.
Interpersonal Communication: relayed customer needs and requirements to the kitchen staff to ensure all needs were met and allergy concerns addressed.
POS Operation: taking cash and card payments, accurate order entry and reconciliation.
Stress tolerance: dealing with challenging customers and a high volume workload while maintaining a professional and calm demeanor.
Customer Service
Problem Solving
Immense exposure to a fast paced and high-profile work environment.
Sound knowledge of health and safety procedures
Time Management
Stock Management
Able to perform stock takes with accuracy
Willing to work long hours
HEAD WAITER//BARMAN//
PROFILE SUMMARY
CONTACT INFO
***********@*****.***
CORE SKILLS
Taking care of daily food preparation and duties assigned by the superiors to meet the standard and the quality set by the Restaurant.
Follow the instructions and recommendations from the superiors and complete all daily tasks.
Co-ordinates daily tasks with the sous chef.
Supervising Junior and Comis Chefs
Able to estimate the daily production needs and checking the quality of raw and cooked food products to ensure that standards are met.
Ensure that the production preparation and presentation of food are of the highest quality at all times.
Ensure highest levels of guest satisfaction, quality, operating and food costs on an ongoing basis.
DUTY MANAGER MARCH 2018 – CURRENT
EXPERIENCES
HOUW HOEK HOTEL
BARTENDER FEB 2016 – DEC 2018
DUTY MANAGER
HOUW HOEK HOTEL
Promptly served all alcoholic beverages to guests
Strictly abided by all regulations, particularly with regard to intoxicated persons and minors
Accurately balanced cash register at all times
Skillfully anticipated and addressed guests’ service needs
Consistently adhered to quality expectations and standards
Accurately recorded orders and exceeded guests’ expectations
Effectively used items in stock to decrease waste and profit loss
Consistently kept bar and work areas clean in compliance with bar standards and local laws
HEAD WAITER JULY 2014 – JAN 2016
HOUW HOEK HOTEL
Bussed tables during busy periods to assist staff and quickly turn over tables.
Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest. PERSONAL DETAILS
Gender: Male
Passport Status: Valid
Nationality: Zimbabwean
Language(s): Fluent In English & Shona
COVID 19 Vaccination Status: Fully Vaccinated
Address: Houw Hoek Hotel 95 off N2 Grabouw, 7160 Cape Town EDUCATION BACKGROUND
English (Fluent)
LANGUAGE
Ordinary Level Certificate (Zimbabwe)
Advanced level Certificate (Zimbabwe)
REFERENCES
Houw Hoek Hotel
Howard Dyres (Food and Beverage Manager)
Houw Hoek Hotel
Mercia (General Manager)
Remained calm and poised when dealing with difficult customers or during busy shifts.
Handling complaints, and oversee the service recovery procedures.
New staff training and supervising
Collaborated with kitchen staff to correctly update customers on unavailable dishes and wait times.
WAITER SEP 2012 – JUNE 2014
HOUW HOEK HOTEL
Performed opening and closing duties such as restocking supplies, cleaning work areas and setting up the dining room for next day's business.
Ensured tables were properly set up before seating guests and cleared promptly after meal completion.
Successfully handled large parties or groups of diners simultaneously in a fast paced environment.
Developed effective relationships with co-workers, management team members and customers through positive communication.
Regularly checked back with guests to ensure satisfaction with their meals.
Prepared and presented final bill and collected cash or credit card payments.
Managed inbound calls from customers; addressed inquiries, complaints, and other requests for assistance.
Assisted customers with resolving service-related issues.
Managed customer service staff by communicating expectations and monitoring and analyzing results.
Reviewed incoming emails from customers; responded promptly with accurate information.
Provided ongoing support for existing customers by answering questions or addressing concerns in a timely manner.
Analyzed customer feedback data to identify trends and areas of improvement in the customer service department.
Monitored daily operations of the customer service department including call volume metrics and quality assurance scores.
Prepared and maintained work schedules to meet business volume and minimize customer inconvenience.
Performed opening and closing duties such as setting up the dining area, restocking supplies, cleaning dishes and silverware.
Accurately recorded orders and partnered with team members to serve food and beverages in a timely manner.
Processed payments through cash registers accurately according to restaurant policies.
Supported other servers, running food and refilling beverages to meet team goals.
Set up linens, dishes, and silverware to prepare tables for customers.
Described ingredients and cooking methods to explain preparation of various food items.
WAITER JAN 2009 – OCT 2012
TROUTBECK INN
CUSTOMER SERVICE MANAGER JUNE 2002 – DEC 2008
MAHOMAD MUSSA
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