Leah Kimani
Mangaf
Summary
Experienced customer service professional dedicated to providing exceptional customer service, creating memorable dining experiences and fostering long lasting relationships. Strong verbal and written communication skills that helps with clear and effective interactions. Proven ability to handle high pressure situations and and challenging customers with patience and professionalism. Continuously seeking opportunities for improvement and growth in delivering outstanding service.
Overview
6
6
years of professional experience
Work History
Waitress
Mia Restaurant Kuwait
06.2022 - Current
- Welcoming guests to the restaurant and handing the menu.
- Elaborately explaining menu items and flavours to guests enabling them to make personal decisions based on taste and preference.
- Taking food and beverage orders from guests.
- Punching in guests’ orders in a micros machine.
- Delivering food and beverages to the guests.
- Ensuring that all guests needs and requests are met for a special and unique experience thus successfully increasing referrals and walk in business.
- Maintaining a calm and poised attitude when dealing with difficult customers or during busy shifts.
- Performing setup duties such as preparing and cleaning tables and organizing the work area.
- Polishing chinaware and silverware.
- Collecting payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
Customer service
Diamond centre
11.2019 - 06.2022
- Responded to over 100 calls a day solving any issues, assisting clients with any questions, taking orders, confirming payments and offering personalized responses
- Welcomed clients to the store and helping them choose their products
- Handed clients with gods requested and ensuring total satisfaction before they left.
Trainee
Hemingways Hotel Nairobi
04.2019 - 08.2019
- Preparing ala carte mis en place
- Assisting in making different dishes during service time
- Live cooking during Sunday brunch
- Making different dessert items under the guidance of supervisors
- Manning buffets
- Holding entrementier and garde manger occasionally.
Trainee
Fairmont the Norfolk hotel
05.2018 - 08.2018
- Manning of live stations during different service times like meat carving, making of pasta and eggs during breakfast
- Preparation of different food items such as meats and starches under the guidance of the station heads
- Deboning, marinating and portioning of meat according to request, Flenching of lamb racks and preparation of sea food items
- Baking assorted pastries
- Preparation of different sauces like pepper, mint and mushroom for hot kitchen including vanilla and mango sauce for pastry
- Grilling and roasting of meat items.
Trainee
THE BOMA hotel
01.2018 - 03.2018
- Worked with the Chefs in different sections of the kitchen such as hot kitchen, garde manger and pastry to cater for buffets and a-la-carte
- Preparation of mis-en-place
- Preparation of entrees, salads and desserts.
Education
Diploma - culinary arts
Boma International Hospitality College
Diploma - business management
Kenya Institute of Management
Skills
- Effective Communication
- Active listening
- Time management
- Product knowledge
- Problem solving and conflict resolution
- Empathy and patience
- Teamwork and collaboration
- Menu Memorization
- Ability to work with little or no supervision
- Can work under pressure
- Leadership
- Dining Customer Service
Accomplishments
- Maintained consistently high customer satisfaction scores by resolving issues promptly and giving a positive customer satisfaction.
- Successfully handled and resolved challenging customer complaints and turning dissatisfied customers to loyal advocates.
- Trained and mentored new front of the house employees leading to increased team efficiency and reduced training times.
Hobbies
- Traveling and experiencing different cultures.
- Reading various genres of literature.
- Volunteering and giving back to the community.
Languages
Kikuyu
Native language
English
Proficient
C2
Swahili
Proficient
C2
References
- Djuro Celebic, Restaurant Manager, Mia Restaurant, Djuro.celebic@icloud.com, +96550736723
- Chef Joseph Malasi, Sous chef, Hemingways hotel, Joseph.malasi@hemingways.com, +254 713429665
- Chef Paul Kimani, Executive Sous chef, Fairmont the Norfolk hotel, Paulkimani@fairmont.com, +254 2022655119
- Chef Lena Mogere, Lecturer, Boma international hospitality college, mogere@bihc.ac.ke, +254 734445514
Timeline
Waitress
Mia Restaurant Kuwait
06.2022 - Current
Customer service
Diamond centre
11.2019 - 06.2022
Trainee
Hemingways Hotel Nairobi
04.2019 - 08.2019
Trainee
Fairmont the Norfolk hotel
05.2018 - 08.2018
Trainee
THE BOMA hotel
01.2018 - 03.2018
Diploma - culinary arts
Boma International Hospitality College
Diploma - business management
Kenya Institute of Management
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