Customer Service & E-commerce Operations Specialist

Ihab Itani

Beirut, Lebanon +961-**-***-*** *********@*****.***

Summary

Experienced hospitality professional with over 5 years in the industry, specializing as a Head Waiter and in bar service. Proven track record of delivering exceptional customer experiences and building strong guest relationships. Skilled in team coordination, high-paced service environments, and maintaining high standards of service. Passionate about hospitality and consistently recognized for a positive attitude and attention to detail. Work Experience

Supervisor - La Scene, Beirut September 2024- To Present

Handled customer complaints and resolved issues promptly and professionally.

Ensured compliance with health, safety, and hygiene regulations.

Monitored inventory levels and coordinated with suppliers for stock orders.

Assisted with opening and closing procedures, cash handling, and reporting.

Supported management with performance reviews and staff development.

Maintained a clean, organized dining environment and enforced service policies.

Coordinated communication between kitchen and front-of-house teams.

Helped implement promotions and upselling strategies to maximize revenue.

Supervised daily restaurant operations to ensure smooth, efficient service.

Trained, coached, and scheduled staff to maintain high service standards.

Head Waiter - Manko Paris, KSA Jan 24-August 2024

• Greeted guests, managed reservations, and ensured a welcoming dining experience.

• Took orders accurately, communicated with the kitchen, and monitored service quality.

• Trained new waitstaff on service procedures and customer care.

• Oversaw table settings, seating arrangements, and service flow.

• Provided high-level guest assistance and handled special requests.

• Ensured timely delivery of food and beverages to tables.

• Conducted pre-service briefings and coordinated section duties.

• Monitored cleanliness and presentation of dining areas.

Assisted with billing, payments,

and end-of-shift reports when

needed

Shift leader - The Golf Club of Lebanon,

Beirut March 2020 – January 2022

• Led front-of-house operations

during assigned shifts in a high-

end golf club environment.

• Delivered exceptional,

personalized service to VIP

members, guests, and

international clientele.

• Coordinated with kitchen and bar

teams to ensure seamless service

of international cuisine.

• Oversaw team performance,

delegated tasks, and provided on-

shift coaching to staff.

• Managed guest seating,

reservations, and special requests

to maintain an exclusive dining

experience.

• Handled guest concerns discreetly

and professionally, ensuring

satisfaction and repeat visits.

• Assisted with staff training in fine-

dining standards, service

etiquette, and menu knowledge.

• Ensured compliance with hygiene,

health, and safety standards

across all service areas.

• Supported opening and closing

duties, including cash handling

and shift reports.

• Monitored service flow during

peak times to maintain high

quality, timely service.

• Worked closely with management on implementing promotions and special event services for club members.

• Ensured dining areas, VIP lounges, and outdoor terrace settings were impeccably presented.

Team leader - You – Member of Urbanista Lebanon, Beirut April 2019-January 2020

Delegated tasks and monitored performance during busy service periods.

Assisted with on boarding new staff and conducting pre-shift briefings.

Ensured excellent customer service, dealing with queries and resolving complaints.

Coordinated communication between waitstaff, kitchen, and management.

Monitored table turnover, seating plans, and overall service flow.

Assisted with opening and closing procedures, including cash handling.

Ensured compliance with health, safety, and hygiene regulations.

Encouraged upselling and promoted daily specials to support revenue targets.

Maintained a clean, organized, and welcoming dining environment.

Supervised front-of-house staff to ensure smooth and efficient service.

Trained, motivated, and supported team members to maintain high service standards.

Plan and execute promotions and events

Captain waiter – Headwaiter - Leila restaurant, Verdun May 2018 – February 2019

Supervised and supported the service team to ensure smooth, high quality dining operations.

Delivered attentive, personalized service while guiding guests through Lebanese cuisine and menu specialities.

Managed table assignments, service sequence, and coordination between waitstaff and kitchen.

Took detailed orders, upsold signature dishes, and ensured accurate communication with the kitchen.

Oversaw food presentation and ensured dishes were served according to brand and cultural standards.

Welcomed guests, managed reservations, and handled special dietary or cultural requests.

Trained new staff on Lebanese cuisine knowledge, service standards, and guest etiquette.

Ensured propped table setup, mise-en-place, and readiness of the dining are before each service.

Resolved guest concerns

professionally to maintain a

positive dining experience.

Assisted with daily briefings,

menu updates, and

coordination with management

for special events.

Maintained hygiene, safety, and

cleanliness standards in all

service areas.

Runner, Bartender - Jackie-O, Member

of Mindsets, Beirut

August 2017 – March 2018

Make drinks

Deliver food

Coordinate FOH & BOH

Assist waitstaff

Ensure timely service

Maintain cleanliness in service

areas.

Education

BA in Business Management (In Process)

International University of Beirut

BT3 – Hospitality & Tourism Management

Rafic Hariri Institute

Languages

English: Proficient

Arabic Mother language

Computer Skills

MS PowerPoint, Excel, Word

Hobbies

Swimming

Calisthenics

Reading

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