MADELINE KAPASA
Summary
Dynamic,Multi-faceted and efficient guest services support professional with over 5 years of experience in supporting office operations,sales efforts,proven customer service and communication skills.
Detail-Oriented team player with strong organization skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
13
13
years of professional experience
Work History
Attractions Specialist Rides&Attractions -Team leader
Al Ghurair investments Glitch theme park.
04.2023 - Current
- To prepare attractions ready for the day ahead, carrying out checks and cleaning required
- Reporting all faults
- Organizing lunch breaks and delegating tasks to staff to ensure the smooth operation of the area
- Monitoring staff level of performance, rectifying problems and liaising with the operations managers
- Implementing and enforcing attractions height, health and safety regulations with staff and guests
- Helping guests, dealing with challenging behaviors and guests complaints
- Supervising attractions play area-operating the attraction(ride)
- Carrying out the closing down procedures and cleaning at the end of the day
- Carrying out operations trainings and refresher trainings.
Attraction Attendant/Guest Service
Hilton Salwa Beach Resort & Villas Desert Falls Water & Adventure Park
- Delivered exceptional guest service by warmly welcoming guests and providing guidance on attraction entry
- Communicated attraction restrictions and guidelines to ensure guests awareness and compliance
- Instructed guests on safety protocols
- Operated laser tag and Go-kart games,offering clear instructions to enhance guest experience and game enjoyment
- Vigilantly monitored safety during laser tag and go-kart sessions,ensuring a secure environment for all participants
- Equipped guests with appropriate personal protective equipment(for go-kart), prioritizing safety
- Conducted regular inspections of attractions to ensure compliance with safety guidelines and regulations.
- Proactively addressed potential safety hazards by reporting them promptly for repairs or maintenance work.
- Maintained a clean and safe environment for guests by performing routine safety checks and cleaning tasks.
- Managed crowd control effectively, ensuring a pleasant experience for all guests visiting the attraction.
- Participated in ongoing training programs to stay updated on industry standards, new attractions, and company policies.
- Maintained accurate records of attraction statistics and visitor feedback, utilizing the data to inform future improvements or adjustments.
Pool Technician Support
Hilton Salwa Beach Resort & Villas
02.2021 - 03.2021
- Obtained water readings and adjusted water chemistry to keep pool clean and sanitized.
- Provided exceptional customer service by effectively communicating with clients regarding their pool care needs and expectations.
- Improved pool water quality by conducting regular chemical testing and adjusting treatment levels accordingly.
- Inspected pool equipment and verified proper functionality to maintain safety standards.
- Brushed pool walls and floors to reduce algae and slime formation and prevent staining.
- Tested and balanced pool water to maintain safe and healthy swimming environment.
- Ensured client retention with consistent delivery of high-quality pool maintenance services.
- Assembled and disassembled filters for pool openings, closings and repairs.
- Vacuumed pool using to remove dirt, debris and contaminants at bottom of pool.
- Enhanced customer satisfaction by promptly addressing and resolving any pool-related issues or concerns.
- Increased operational efficiency by maintaining an organized inventory of chemicals, tools, and equipment needed for various tasks.
Rides and Attractions Operator
Farah Experiences, Ferrari World
01.2018 - 08.2020
- Oversee operations of rides and attractions, provide outstanding customer service, ensure optimum customer experience for guests, and enforce health and safety policies
- Assist in the upselling of other products available within the park.
Waitress/Cashier
Abu Dhabi National Hotels
01.2016 - 08.2018
- Provided excellent service to ensure ultimate guest satisfaction
- Made menu recommendations, answering questions and sharing additional information with restaurant patrons
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
- Maintained clean and welcoming dining environment, ensuring a positive guest experience.
- Supported teamwork atmosphere among staff members through clear communication and collaboration during shifts.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Demonstrated adaptability by quickly learning new menu items and incorporating them into knowledgeable recommendations for guests.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Answered customers' questions, recommended items, and recorded order information.
- Increased sales significantly by upselling higher-end products to customers.
Nurse Assistant
Coptic Hospital
01.2015 - 12.2015
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Supported patient mobility by transferring them from bed to chair or other locations using proper lifting techniques, reducing the risk of injury for both patients and staff members alike during such activities.
- Demonstrated strong teamwork skills when working alongside fellow nurse assistants, nurses, physicians and other healthcare professionals striving towards common goals centered around providing high-quality care tailored specifically towards meeting individual patient needs as they arise throughout course treatment process.
- Assisted patients with activities of daily living, promoting independence and dignity.
- Improved patient care by assisting nurses with daily tasks and providing compassionate support to patients.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Contributed to infection control efforts through strict adherence to hygiene protocols and diligent cleaning practices.
- Helped clean and prepare patient consultation rooms to maintain hygiene standards
- Assisted in taking care of patients with psychological effects.
Healthcare Assistant
Arboucare Health Service, Zambia
01.2014 - 01.2015
- Observing monitoring & recording patients conditions by taking temperatures pulse, respiration and weight
- Assisting nurses and other staff when needed.
Automotive mechanics
Solwezi Traders Training Institute, Zambia
01.2012 - 01.2013
- Inspect vehicle engine
- Inspect mechanical and electrical components
- Diagnose issues timely and accurately
- Inspect vehicle computer and electronic systems
- Conduct regular maintenance work such as replacing fluids, lubricating parts
- Schedule future maintenance sessions
- Advise motorists on good vehicle use.
Education
Craftsman Certificate - Automotive Mechanics
Solwezi Trades Training Institute
ZambiaCertificate - Healthcare Assistant
Arboucare Health Services
ZambiaSkills
- Punctuality
- Safety awareness
- Foreign language proficiency
- Customer Service
- Equipment Operation
- Communication skills
- Multi Tasking
- Stress management
Timeline
Attractions Specialist Rides&Attractions -Team leader
Al Ghurair investments Glitch theme park.
04.2023 - Current
Pool Technician Support
Hilton Salwa Beach Resort & Villas
02.2021 - 03.2021
Rides and Attractions Operator
Farah Experiences, Ferrari World
01.2018 - 08.2020
Waitress/Cashier
Abu Dhabi National Hotels
01.2016 - 08.2018
Nurse Assistant
Coptic Hospital
01.2015 - 12.2015
Healthcare Assistant
Arboucare Health Service, Zambia
01.2014 - 01.2015
Automotive mechanics
Solwezi Traders Training Institute, Zambia
01.2012 - 01.2013
Attraction Attendant/Guest Service
Hilton Salwa Beach Resort & Villas Desert Falls Water & Adventure Park
Craftsman Certificate - Automotive Mechanics
Solwezi Trades Training Institute
Certificate - Healthcare Assistant
Arboucare Health Services
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