Gloria Imali
Nairobi
Summary
A self-driven hospitality professional with over 5 years of experience, holding a Diploma in Hospitality Management from Zetech University. Previously excelled in roles such as waitress, hostess, cashier, and supervisor at reputable establishments including Trapani Restaurant in Kuwait and Hardees Restaurant. Demonstrates the ability to enhance guest experiences through exceptional service, with skills in upselling and cross-selling to boost sales, and proven leadership in staff coaching and customer satisfaction. Experience as a Brand Ambassador for Castle Lite has further strengthened marketing and customer engagement skills. Eager to advance in a dynamic environment to leverage expertise in driving customer satisfaction and maximizing revenue.
Overview
9
9
years of professional experience
Work History
Waitress/Hostess
Trapani Restaurant
2021.11 - Current
- Company Overview: Seazen Group, Kuwait
- Welcome and seat guests within 2 minutes of their arrival, achieving a guest satisfaction score of 95% for the greeting process
- Make menu recommendations to at least 80% of guests, contributing to a 15% increase in sales of recommended items
- Efficiently manage multiple front-of-house duties, maintaining a guest satisfaction rating of 90% or higher by exceeding expectations in service delivery
- Process and collect bills with 100% accuracy, ensuring all transactions are completed within 5 minutes of request
- Apply upselling, cross-selling, and suggestive selling techniques increasing overall revenue by 12%
- Adhere to all relevant health department regulations, maintaining zero violations during health inspections
- Place orders for non-food items for daily operations, maintaining stock levels at 100% to support smooth service
- Resolve 95% of guest complaints on the spot, improving overall customer satisfaction and minimizing negative feedback
- Ensure tables and dining areas are cleaned and reset within 5 minutes of guest departure, achieving a 98% cleanliness satisfaction rate
- Train new staff members on service standards and operational procedures, resulting in a 20% reduction in training time and increased team efficiency
- Seazen Group, Kuwait
Waitress
By the Sea Event
2023.10 - 2024.02
- Company Overview: Seazen Group, Kuwait
- Maintained clean and welcoming dining environment, ensuring a positive guest experience
- Demonstrated adaptability by quickly learning new menu items and incorporating them into knowledgeable recommendations for guests
- Kept server areas clean and stocked to increase efficiency while working tables
- Enhanced customer satisfaction by providing attentive service and promptly addressing any concerns
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service
- Used cash registers and credit card machines to cash out customers
- Remained calm and poised when dealing with difficult customers or during busy shifts
- Seazen Group, Kuwait
Supervisor
Afro American Food Company
2018.03 - 2019.11
- Company Overview: Hardees Restaurant, Nairobi
- Managed cash and sales transactions with 100% accuracy and maintained a zero-discrepancy record in cash handling at the end of each shift
- Assembled and delivered 95% of dine-in and to-go orders within 5 minutes of product availability, ensuring orders were accurate and met presentation standards
- Set and communicated production levels to meet demand, reducing waste by 15% through effective monitoring of holding times and discarding expired products
- Maintained a clean and organized station, restocking supplies within 10 minutes of depletion
- Provided regular feedback and coaching to team members, resulting in a 20% improvement in performance
- Conducted periodic restaurant inspections and ensured 100% of customer comments and concerns were addressed within 24 hours, leading to timely and effective resolutions
- Ensured 98% accuracy in customer orders by double-checking items before serving, leading to increased customer satisfaction and reduced complaints
- Successfully upsold additional menu items to 20% of customers, contributing to a 10% increase in daily sales revenue
- Conducted weekly inventory checks, maintaining stock levels at 100% to prevent shortages and ensure smooth daily operations
- Hardees Restaurant, Nairobi
Internship
Best Western Plus Meridian Hotel
2017.01 - 2017.05
- Company Overview: Nairobi
- Food and Beverage Service: Maintained high quality of food and service, managed food costing, and ran the restaurant to meet customer satisfaction and exceed their expectations
- Front Office: Greeted guests and offered them beverages, answered phones, handled company inquiries, and sorted and distributed mail
- Banqueting: Set up for events, performed cleaning tasks, and handled the breakdown of service
- Housekeeping: Performed a variety of cleaning tasks, ensuring all rooms were cared for and inspected according to standards
- Hot and Cold Kitchen: Ensured that food preparation areas were clean
- Nairobi
Brand Ambassador
Crown Beverages Limited
2016.03 - 2016.06
- Company Overview: Yellow Moon Agency, Nairobi
- Gathered information on all customer requirements, maintained knowledge of new product lines, and facilitated account openings for customers
- Monitored all queries for products and services from customers and provided recommendations for brand improvement
- Provided feedback and facilitated participation in all events, encouraging customers to purchase client products
- Developed strategies to increase brand awareness and maintained effective relationships with all accounts and key media agencies
- Yellow Moon Agency, Nairobi
Education
Diploma - Hospitality Management
Zetech University
Nairobi01.2015
Computer Studies -
ACWICT Training Centre
Nairobi01.2012
Kenya Certificate of Secondary Education -
Moi Girls High School-Vokoli
Vihiga01.2010
Skills
- Cashiering & POS operation
- Upselling
- Seating arrangements
- Allergy awareness
- IT Proficiency
- Event Planning
- Communication
- Leadership
- Customer Service
- Multitasking
- Wine pairing
- Food safety
- Order Taking
- Organization
- Menu presentation
- Handling Complaints
Accomplishments
Awarded a certificate of service excellence for being an outstanding employee, 2023, By the Sea
Additionaltrainings
- IT Essentials, hardware and software, CISCO Networking Academy, 07/2012
- Decent work and labor rights in East Africa Employability Training, 03/2015
References
Provided upon request
Timeline
Waitress
By the Sea Event
2023.10 - 2024.02
Waitress/Hostess
Trapani Restaurant
2021.11 - Current
Supervisor
Afro American Food Company
2018.03 - 2019.11
Internship
Best Western Plus Meridian Hotel
2017.01 - 2017.05
Brand Ambassador
Crown Beverages Limited
2016.03 - 2016.06
Diploma - Hospitality Management
Zetech University
Computer Studies -
ACWICT Training Centre
Kenya Certificate of Secondary Education -
Moi Girls High School-Vokoli
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