Customer Service Personnel

Objective

Customer-focused hospitality professional with progressive experience across luxury and high-volume food & beverage service environments, including a 5-star hotel setting. Skilled in beverage preparation, polished table and bar service, and guest relations, with a strong foundation in team leadership, staff training, and daily operations management. Adept at inventory and cost control, cash handling and POS transactions, and ensuring full compliance with health, safety, and responsible alcohol service standards. Known for building rapport with guests, resolving issues effectively, and consistently delivering exceptional service in fast-paced, premium settings.

Experience

Papparoti Restaurant, Djibouti

Restaurant Supervisor

August 2024 - April 2025

Supervised daily front-of-house operations, coordinating staff schedules, delegating tasks, and ensuring smooth service flow during peak dining periods

Trained, mentored, and evaluated team members on service standards, upselling techniques, and health/safety compliance to improve overall guest experience

Monitored inventory, cost control, and vendor orders while resolving customer complaints and escalations to maintain high satisfaction and repeat business

Led a team of front-of-house staff to deliver seamless, high-quality service, driving guest satisfaction and operational efficiency across busy shifts

Radisson Blu Hotel, Nairobi Upper Hill

Casual Barwaiter

February 2023 - June 2024

Processed orders and payments through the POS system while maintaining smooth table turnover across 200+ covers per dinner service. Upsold seasonal specials and recommended wine pairings in coordination with the sommelier, increasing average check size by 15% over one quarter.

Communicated dietary restrictions and allergen details to back-of-house staff using the restaurant's allergy-tagging protocol, maintaining full compliance with local health and safety regulations across every service. Dohatna, FIFA World Cup 2022

Private Suite Attendant

November 2022 - December 2022

Prepared and served alcoholic and non-alcoholic beverages efficiently while maintaining consistent quality and presentation during high-volume shifts

Provided attentive customer service, handling orders, payments, and guest concerns to ensure a positive experience and repeat patronage Maintained cleanliness and stock levels behind the bar, including inventory checks, restocking, and compliance with health and safety/alcohol service regulations

Radisson Blu Hotel, Nairobi Upper Hill

Bar waiter

June 2016 - July 2020

Increased average check by 12% by recommending pairings and add-ons using Toast point-of-sale prompts and nightly feature cards, partnering with the bar manager to align upsells with inventory. Cut table turn time by eight minutes per party by coordinating coursing in OpenTable and pacing tickets with the kitchen expo during peak service (200+ covers/night).

Reduced order errors by 35% by standardizing modifiers, allergy flags, and seat numbering in Toast point-of-sale, collaborating with the chef and hosts to confirm special requests before fire. Improved guest satisfaction from 4.5 to 4.7 stars on Google and OpenTable by resolving service issues within five minutes, documenting recoveries in the shift log, and aligning follow-ups with the general manager. Increased private dining revenue by 9% by supporting banquet event orders, confirming headcounts and timelines with clients, and coordinating room resets with the events lead and bussing team. Lenotre Paris, Doha, Qatar

Bartender

January 2013 - December 2015

Collaborated with kitchen staff to design a seasonal cocktail menu that boosted bar revenue by 22% over two quarters. Mixed and served a wide range of cocktails, beers, and spirits with speed and accuracy, maintaining quality standards during peak hours and high-volume service

Delivered engaging, personalized customer service — building rapport with regulars, upselling premium beverages, and resolving complaints to enhance guest satisfaction

Managed cash handling, POS transactions, and end-of-shift reconciliation, while ensuring full compliance with responsible alcohol service and health/safety regulations

MARTIN K. MBOGO

Nairobi, kenya

254-***-***-*** ***********@*****.***

Education

Nairobi Institute of Business Studies

Certificate in Community Development

Makerere University, Certificate in Computer

Networking (CCNA)

Hana International, Uganda Advanced level

Secondary School

Balkan High School

Kenya Certificate of Secondary Education

(KCSE)

Skills

February 2011 - October 2011

January 2008 – October 2008

February 2006 - November 2007

February 2002 - November 2005

Point-of-sale systems: Toast, Square, Micros

Cash handling and reconciliation

Menu knowledge and upselling

Allergen and dietary protocols

Tableside service standards

Wine, beer, cocktail service

Prioritize tickets under pressure

Languages

English fluent

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