LYDIA GATHIGIA NYARUAI
Zazu Restaurant
Dubai,DU
3
Languages
4
years of post-secondary education
8
years of professional experience
Experienced professional in guest relations and customer service, specialising in reception, complaint resolution, and reservation management. Demonstrated success in food and beverage service, including table service and menu upselling. Proficient in cash handling and POS systems, thriving in fast-paced environments. Strong collaborator with effective communication skills, dedicated to maintaining high grooming standards and advancing within the hospitality industry.
Work history
HOSTESS
1 Year 3 Months- Managed guest seating, walk-ins, reservations, and waitlists to ensure efficient table allocation and smooth restaurant operations.
- Welcomed and greeted guests, establishing positive first impressions that enhanced guest satisfaction.
- Coordinated with service and management teams to ensure effective communication and a high-quality guest experience.
- Responded to guest inquiries and resolved concerns to ensure a seamless dining experience.
- Maintained up-to-date knowledge of menu offerings and promotions to provide accurate guidance and recommendations to guests.
CUSTOMER SERVICE REPRESENTATIVE
1 Year 5 Months- Managed upto 100 high volume of inbound calls for quick resolution of customer issues.
- Provided top-notch support for increased customer satisfaction by approximately 70% of daily customers
- Contributed towards achieving store targets whilst ensuring adherence to service standards.
- Developed strong relationships with customers fostering brand loyalty and repeat business.
- Enhanced communication channels through regular updates on company policies and promotions.
- Assisted customers with varying questions using product knowledge and service expertise.
ASSISTANT ADMINISTRATOR
2 Years- Scheduled appointments and meetings, ensuring optimal time management within the office environment.
- Ensured proper record keeping for easy retrieval of information.
- Assisted in meeting preparation for smoother communication.
- Assisted with budget management to control departmental expenses.
- Acted as the first point of contact for visitors and callers, offering a professional image of the company.
- Maintained a high standard of customer service with excellent telephone etiquette.
- Kept workstation tidy to support cleanliness and quality standards.
CUSTOMER SERVICE REPRESENTATIVE
1 Year- Handled high volumes of customer interactions across phone, email, and live chat to ensure customer needs were met promptly.
- Built strong customer relationships through timely, accurate, and customer-focused support.
- Provided proactive post-purchase support to strengthen customer satisfaction and retention.
- Managed customer records, orders, refunds, and exchanges using CRM and e-commerce platforms.
- Collaborated with logistics, sales, and marketing teams to enhance service delivery and streamline customer experiences.
LOUNGE HOSTESS
- Promoted from in-room dining server to lounge hostess due to exemplary performance and service skills.
- Welcomed and seated guests, ensuring a positive experience in a professional, customer-focused environment.
- Responded to guest inquiries and fulfilled special requests to enhance guest satisfaction.
- Trained and supported new hostesses on service standards, guest relations, and seating procedures.
- Organised waiting lists during peak hours to manage crowd effectively.
- Updated table status on restaurant management software for accurate tracking.
IN-ROOM DINING SERVER
1 Year- Managed room service orders via telephone and POS systems, ensuring accurate and timely delivery for guest satisfaction.
- Coordinated with kitchen and housekeeping teams to support efficient service delivery.
- Provided detailed information on menu items, hotel facilities, and promotions, contributing to informed guest choices.
- Processed guest billing and payments with professionalism, enhancing overall guest experience.
- Improved efficiency of order taking system by implementing new procedures.
Education
Kenya Certificate of Secondary Education - High School
Skills
Guest Relations & Customer Service
Guest reception
Complaint resolution
Reservation management
Food & Beverage Service
Table service
Menu upselling
Cash Handling & POS Systems
Multitasking in Fast-Paced Environments
Teamwork & Collaboration
Communication & Interpersonal Skills
Professional Grooming & Presentation
LANGUAGES
English – Fluent
Swahili – Fluent
French – Beginner
REFERENCES
Available upon request.
Timeline
HOSTESS
Zazu Restaurant
2025.06 - 2026.09Read More
CUSTOMER SERVICE REPRESENTATIVE
Pridelands Liquor Distributors & Suppliers
2024.01 - 2025.06Read More
ASSISTANT ADMINISTRATOR
Star Piping Trading LLC
2022.01 - 2024.01Read More
CUSTOMER SERVICE REPRESENTATIVE
Massive Impacts Trading LLC
2021.01 - 2022.01Read More
LOUNGE HOSTESS
TRYP by Wyndham
2020.01 - 2020.01Read More
IN-ROOM DINING SERVER
TRYP by Wyndham
2019.01 - 2020.01Read More
Gatero Girls High School
Kenya Certificate of Secondary Education from High School
2014.01 - 2017.11Read More