PAULINE WAITHIRA
Summary
Passionate and experienced Head Waitress with a strong background in hospitality and customer service. Fluent in both written and spoken English, with over 7 years of experience providing exceptional customer support. Proficient in Microsoft Office, particularly Excel and Word, possessing excellent interpersonal skills and the ability to efficiently manage tasks under pressure. A natural team player, excelling in ensuring customer satisfaction and contributing to the success of every event. Unique blend of customer service expertise and event hosting experience equips with a versatile skill set for achieving organizational goals in dynamic team environments.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Head Waitress
French Department Stores LLC Google Office
02.2019 - Current
- Inspected plated meals prior to table delivery, reducing errors and enforcing quality standards
- Liaised with kitchen staff to maintain seamless customer service outputs and provide timely delivery of food and beverages
- Followed food hygiene and safety procedures in line with requirements
- Reduced guest risks by understanding and clearly communicating allergies and intolerances
- Handled customer complaints and restored satisfaction through tactful communication and swift resolution
- Trained team in reservation and point-of-sale systems, leveraging mastery of OpenTable and Lightspeed POS
- Managed cash tips and reconciled tickets against till at end of shift.
Events Waitress
Cater Catering Services LLC
01.2015 - 01.2018
- Created friendly, welcoming atmosphere to encourage positive guest experiences, prolonging visits to increase profitability
- Provided friendly, courteous service, maximizing positive customer satisfaction ratings
- Resolved guest complaints promptly and professionally, notifying restaurant management of concerns
- Attended tables regularly to check customer needs were met, promptly processing additional food and drink orders
- Assisted customers with menu selection, offering knowledge of current special dishes and personal recommendations to build rapport.
Education
Diploma of Education: Certified Airline & Travel Management Professional -
Zabeel International Institute of Management
Dubai, UAE09.2023
HIGH SCHOOL -
Kenyatta Secondary School
10.2008
Skills
- F&B upselling
- Reservation management
- Food hygiene practices
- Customer complaint escalation
- Front-of-house coordination
- Proficiency with Microsoft
- Outstanding customer care
- Team player
- Exceptional communicator
- Emergency response
- Positive attitude
- Proficiency in MS Word and MS excel
Certification
- Certified Airline & Travel Management Professional
- IATA/ UFTAA International Travel and Tourism
Languages
English
Fluent
Swahili
Native
Timeline
Head Waitress
French Department Stores LLC Google Office
02.2019 - Current
Events Waitress
Cater Catering Services LLC
01.2015 - 01.2018
Diploma of Education: Certified Airline & Travel Management Professional -
Zabeel International Institute of Management
HIGH SCHOOL -
Kenyatta Secondary School
Similar Profiles
Nirmal PathirajaNirmal Pathiraja
Sales and Customer Service Specialist at AL ACCAD DEPARTMENT STORES LLCSales and Customer Service Specialist at AL ACCAD DEPARTMENT STORES LLC
Anthony BilloirAnthony Billoir
Receptionist at Cartier French Office / GR WELCOME SERVICESReceptionist at Cartier French Office / GR WELCOME SERVICES
Elise GRAZZIElise GRAZZI
Political Advisor (within French Government) at French Minister of Health's OfficePolitical Advisor (within French Government) at French Minister of Health's Office