DENNIS GITAU
Dubai,United Arabs Emirates
Summary
Dedicated hospitality professional with experience providing excellent customer service in busy environments. Skilled in taking orders, serving food and drinks, handling payments, and ensuring guest satisfaction. Strong communication and teamwork skills, with attention to detail and a focus on creating a positive dining experience.
Overview
2
2
Languages
2
2
years of post-secondary education
5
5
years of professional experience
Work history
Waiter
Nandos UAE
Dubai, United Arabs Emirates
2025.12 - 2026.08
- Greet and welcome guests in a friendly and professional manner.
- Assist customers with menu selections and provide product recommendations.
- Take accurate food and beverage orders using POS systems.
- Serve food and drinks promptly while maintaining service standards.
- Ensure customer satisfaction by addressing requests and resolving concerns efficiently increasing google reviews by 10%.
- Process cash, card, and digital payments accurately.
- Coordinate with kitchen and team members to ensure timely order delivery.
- Follow food safety, hygiene, and health regulations at all times.
- Assist with opening and closing duties, including stock replenishment and cleaning.
- Handle customer complaints professionally and escalate issues when necessary.
- Promote menu items, special offers, and upselling opportunities to enhance the guest experience.
Team leader
Amazon
Dubai, United Arabs Emirates
2024.06 - 2025.11
- Led and supervised a team of customer service associates.
- Monitored team performance against quality and productivity targets.
- Provided coaching, training, and performance feedback to team members.
- Managed customer escalations and ensured timely issue resolution.
- Conducted regular team meetings and performance reviews.
- Analyzed operational metrics and implemented process improvements.
- Supported workforce planning and shift management.
- Ensured compliance with company policies and service standards.
- Motivated team members to achieve service and business goals.
Waiter
The Local Grill
Nairobi, Kenya
2022.02 - 2024.01
- Welcome and seat guests in a friendly and professional manner.
- Present menus and explain food and beverage options.
- Take accurate food and drink orders.
- Enter orders into the POS system correctly.
- Check on guests regularly to ensure they are satisfied.
- Handle customer requests, complaints, and special requirements.
- Maintain cleanliness and organization of tables and service areas.
- Coordinate with kitchen and bar teams to ensure smooth service.
- Follow food safety, hygiene, and restaurant service standards.
- Upsell meals, drinks, and special menu items when appropriate.
- Ensure guests receive a positive dining experience from arrival to departure.
Education
Diploma - Business management and customer service
Nairobi Institute of Business Studies
Nairobi 2019.09 - 2021.12
Diploma - Barista and customer service
ICONIC TRAINING INSTITUTE
DUBAI 2025.07 - 2025.08
Skills
- Customer Service
- Guest Relations
- Food & Beverage Service
- POS System Operation
- Cash Handling
- Order Taking
- Patience
- Upselling & Cross-Selling
- Communication Skills
- Active Listening
- Teamwork & Collaboration
- Time Management
- Attention to detail
Languages
English
Swahili
Accomplishments
Recognized as Employee of the Month at Nando’s for outstanding performance and excellent customer service (December 2025 and January 2026)
Certificate of Recognition from Amazon for demonstrating strong teamwork and excellent customer service
Timeline
Waiter
Nandos UAE
2025.12 - 2026.08
Diploma - Barista and customer service
ICONIC TRAINING INSTITUTE
2025.07 - 2025.08
Team leader
Amazon
2024.06 - 2025.11
Waiter
The Local Grill
2022.02 - 2024.01
Diploma - Business management and customer service
Nairobi Institute of Business Studies
2019.09 - 2021.12