EMMAH MWANGI
Ras Al Khaimah
Summary
CORE OBJECTIVES: Dependable Employee Responsible Attitude Eager to Learn Reliable Team Member PERSONAL PROFILE Looking to join a challenging position with a progressive and stable company that will capitalize on working experiences and further knowledge and skills allowing to attribute growth and success of an organization. ATTRIBUTES AND ACHIEVEMENTS Career improvement and customer care. Good interpersonal and communication skills. Ability to work within the stipulated time and able to work under pressure and maintain calmness. V Friendly Receptionist with background in various office settings. Knowledgeable about security, service and clerical requirements. Takes on multiple simultaneous tasks with excellent time management abilities and resourceful approach. Dedicated to offering exceptional assistance to team members and clients. Skilled at coordinating appointments, organizing mail and collecting messages to facilitate office communication. Positive and upbeat with strong relationship-building abilities.
Overview
15
15
years of professional experience
Work History
Receptionist
Flyzone Trampoline park
11.2020 - Current
- Receiving n greeting guests.
- Issuing tickets.
- Filing documents on waivers.
- Filling waiver forms.
- Receiving calls.
- Provide guests with verbal or written information about facilities, services and rates, and area attractions.
- Make party reservations following established procedures, using computerized or manual systems.
- Assisting in Office Administration, Reception, and at Service desk.
- Managed over 50 customers calls per day.
- Increased sales by 10%.
- Confirmed appointments, communicated with clients, and updated client records.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors positive first impression.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Answered phone promptly and directed incoming calls to correct offices.
- Provided clerical support to company employees by copying, faxing, and filing documents
- Restocked supplies and submitted purchase orders to maintain stock levels
- Assisted with onboarding new clients and securing paperwork completion
- Operated multi-line telephone system to answer and direct high volume of calls
- Handled assignments independently with good judgement and critical thinking skills
- Maintained visitor log for entering and leaving facility for security purposes
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices
- Organized, maintained and updated information in computer databases
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers
- Monitored and screened visitors to verify accessibility to inter-office personnel
- Helped office staff prepare reports and presentations for internal or client-related use
- Compiled information from files and research to satisfy information requests
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity
- Routed incoming mail and messages to relevant personnel without delay
- Balanced employee availability, customer schedules, and maximum load levels when scheduling appointments
- Scheduled office meetings and client appointments for staff teams
- Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages
- Handled assignments independently with good judgement and critical thinking skills.
Waitress
Crowne, Plaza Doha West Bay
09.2018 - 09.2020
- Providing excellent wait service to ensure guest satisfaction.
- Taking customer orders and delivering food and beverages.
- Making menu recommendations, answering questions and sharing additional information with restaurant patrons.
- Greet and escort customers to their table.
- Present menu and provide detailed information when asked (e.g. About portions, ingredients or potential food allergies).
- Prepare tables by setting up linens, silverware and glasses.
- Inform customers about day’s specials.
- Offer menu recommendations upon request.
- Up-sell additional products when appropriate
- Take accurate food and drinks orders, using POS ordering software, order slips or by memorization
- Check customers’ IDs to ensure meet minimum age requirements for consumption of alcoholic beverages
- Communicate order details to Kitchen Staff
- Serve food and drink orders
- Check dishes and kitchenware for cleanliness and presentation and report any problems
- Arrange table settings and maintain tidy dining area
- Deliver checks and collect bill payments
- Carry dirty plates, glasses and silverware to kitchen for cleaning.
- Meet with restaurant staff to review daily specials, changes on menu and service specifications for reservations (e.g Parties).
- Follow all relevant health department regulations.
- Provide excellent customer service to guests .
- Playing with kids and escorting them to various play areas
- Supported needs of 200- person wait staff who attended to specific needs of countless customers daily for fine dining restaurant with social relevancy and intentionality
- Kept server areas clean and stocked to increase efficiency while working tables
- Used cash registers and credit card machines to cash out customers
- Greeted new customers, discussed specials, and took drink orders
- Remained calm and poised when dealing with difficult customers or during busy shifts
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Collaborated with kitchen staff to correctly update customers on unavailable dishes and wait times.
- Folded napkins and prepared silverware sets to provide adequate supply for host station.
- Bussed tables during busy periods to assist staff and quickly turn over tables.
- Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
- Helped customers with dietary restrictions, allergies and intolerances obtain safe, delicious food by working closely with kitchen staff on alternatives.
- Presented menus to patrons promptly after seating and answered questions about menu items, making recommendations upon request.
- Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods.
- Checked guests' identification before serving alcoholic beverages.
- Increased sales significantly by upselling higher-end products to customers.
- Supervised dining table set-up to prepare for diversity of event types, following strict service standards.
- Supervised set up of banquet food stations and coordinated service to multiple dining areas.
- Monitored patrons for alcohol intake to appropriate levels and took measures to curtail inappropriate behavior.
Guest ServiceAgent
Holiday villa Hotel & Residences
03.2014 - 07.2018
- Provide guests with verbal or written information about facilities, services, room choices and rates, and area attractions.
- Make room reservations following established procedures, using computerized or manual systems.
- Assisting in Office Administration, Reception, and at Service desk.
- Checking in guest.
- Checking out guest.
- Making reservations.
- Receiving and making calls.
- Preparing registration cards.
- Airport representative.
- Managed over 50 customer calls per day.
- Skilled at working independently and collaboratively in team environment.
- Proven ability to learn quickly and adapt to new situations.
- Self-motivated, with strong sense of personal responsibility.
- Worked well in team setting, providing support and guidance.
Customer Care
CAPITAL LINKS TECHNOLOGIES
01.2008 - 01.2013
- Manage, record and resolve Guest or customer complaints promptly
- Ensure very high level of customer service is constantly maintained for Reception, Lobby area and Executive Lounge
- Demonstrate thorough understanding of all facilities and services provided within hotel and identify opportunities for up-selling and promoting when appropriate
- Show creativity with ideas regarding lobby/reception decoration at suitable seasonal time periods in order to enhance overall image and warmth of this area for Guest.
- Managed over 50 calls per day.
- Leveraged sales expertise to promote products and capitalize on upsell opportunities
- Generated weekly and monthly reports to highlight customer service performance and measure milestones
- Managed supplier deliveries around client needs to increase client retention
- Met customer call guidelines for service levels, handle time and productivity
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Investigated and resolved customer inquiries and complaints quickly
- Maintained up-to-date knowledge of product and service changes
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Developed and updated databases to handle customer data
- Managed timely and effective replacement of damaged or missing products
- Reached out to customers after completed sales to suggest additional service or product purchases
- Sought ways to improve processes and services provided
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces
- Created and maintained detailed database to develop promotional sales
- Reduced process inconsistencies and effectively trained team members on best practices and protocols
- Resolved concerns with products or services to help with retention and drive sales
- Developed and implemented customer service policies and procedures to use adequate techniques and apply best practices
Education
CERTIFICATE - Early Childhood Education
PEKKS ECD COLLEGE
THIKA KENYA11.2009
Diploma - HOTEL MANAGEMENT
GERMAN TRAINING INSTITUTE
NAKURU KENYA11.2007
DIPLOMA -
CEDAT INSTITUTE
Thika Kenya11.2005
Certificate -
CHANIA GIRLS HIGH SCHOOL
Thika Kenya12.2003
CERTIFICATE - Junior High Education
KAMENU PRIMARY SCHOOL
THIKA KENYA11.1999
Skills
- SKILLS:
- Computer skills:
- Microsoft Windows, Microsoft Word, Microsoft Excel, Microsoft Access, Microsoft
- PowerPoint, Publisher, Adobe and Internet
- Skills gained:
- Communication, teamwork, timekeeping, and problem solving
Timeline
Receptionist
Flyzone Trampoline park
11.2020 - Current
Waitress
Crowne, Plaza Doha West Bay
09.2018 - 09.2020
Guest ServiceAgent
Holiday villa Hotel & Residences
03.2014 - 07.2018
Customer Care
CAPITAL LINKS TECHNOLOGIES
01.2008 - 01.2013
CERTIFICATE - Early Childhood Education
PEKKS ECD COLLEGE
Diploma - HOTEL MANAGEMENT
GERMAN TRAINING INSTITUTE
DIPLOMA -
CEDAT INSTITUTE
Certificate -
CHANIA GIRLS HIGH SCHOOL
CERTIFICATE - Junior High Education
KAMENU PRIMARY SCHOOL
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