Customer Service Manager

LUCY NJERI KAGAI

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

Email: ************@*****.***

SUMMARY OF SKILLS AND QUALIFICATIONS

Diploma in Cabin crew and Customer Service.

Basic Fire Fighting and First Aid Course.

Excellent customer service skills and skilled in keeping awareness of customers expectations.

Ambitious, quick learner, hardworking and result oriented.

Ability to pay attention to detail and respond accurately.

Able to think analytically and creatively in order to solve problems and make appropriate decisions.

Deep respect for company purpose, culture and values.

Flexible work style, adapting to changing work and needs.

Team player with strong interrelation skills.

Excellent communication and interpersonal skills.

Strong investigative skills and attention to detail.

Outgoing and friendly personality.

Languages: Excellent written and verbal English, Kiswahili.

PROFESSIONAL EXPERIENCE

Mercado Mexico Kitchen and Bar, Westlands

February 2020 – July 2020

Hostess

Interact with guests in and as they leave the restaurant to ensure positive dining

Experience and give guests a pleasant parting comment and invite them back.

Assist wait staff when overwhelmed.

Ensure the reservation book is kept up to date with all guest names, telephone numbers, guest information and special requests.

Arrange tables, chairs and ensure they are clean.

Adhere to scheduled work times by reporting promptly as scheduled.

Check menus and ensure they are neat and clean.

Mr.Yao, Westlands

August 2019 – February 2020

Hostess

Schedule dining reservations for guests in advance as they arrive in the restaurant.

Make decisions where a group will sit in the restaurant.

Direct and instruct the dining room personnel on customer needs to ensure customers receive fast and quality service from the moment they arrive.

Greet guests as they arrive and take them to their seats, provide menus and explain specials.

Ensures the group's requirements are met. This may include services needed for small children, as well as for individuals with disabilities or food allergies.

Inspect and maintain the dining facilities.

The Local Grill KE

November 2018 – July 2019

Hostess

Welcoming guests and taking reservations.

Giving guests menus and showing them where to seat.

Handling phone calls and customer queries about the restaurant and menu.

Assisting various restaurant staff when necessary.

Engaging with guests to ensure they are happy with food and service.

Addressed guests’ requests or complaints and escalated major complaints to the manager.

Inspected dining room for cleanliness, proper supply levels and required staffing.

Arranged parties, special events or special services for diners.

Received and recorded dining reservations.

Cafe Java’s (Cjs) Kampala

June 2018 – November 2018

Waitress

Delivered, exceptional, friendly and fast service.

Answered questions on menu selections, made recommendations when requested.

Assisted guests with making menu choices in an informative and helpful fashion.

Accurately recorded orders and partnered with team members to serve food and beverages that exceeded guests’ expectations.

Skillfully anticipated and addressed guests’ service needs.

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.

EDUCATION

Skylink Flight Services, Wilson Airport

October 2017 – April 2018: Diploma in Cabin Crew and Customer Service and Certificate in Aviation Medicine.

Mahaniam Educational Institute

January 2016 – April 2017: Certificate in Graphic Design.

Stephjoy Girls’ High School

2011- 2015: Kenya Certificate of Secondary Education.

Excel Academy Primary school

2001-2010: Kenya Certificate of Primary Education.

REFEREES

Cosmas Tialal

HR, Mr.Yao, Westlands

Cell: +254*********

Anthony Frank

Manager, Mercado

Cell: +254*********

Vivian Khisa

Cabin Crew Instructor

Cell: +254*********

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