Grace Gichagua

Grace Wanjiku Gichagua Mobile: (- | Email:-Hospitality Management |Food And Beverage Service Professional | Customer Service Representative Profile statement Dedicated and enthusiastic Hospitality Management professional with extensive experience in food and beverage service and customer relations. Holding a Certificate in Hospitality Management and practical experience from reputable establishments, I excel in delivering high-quality service, ensuring customer satisfaction, and maintaining operational efficiency. With a strong background in handling diverse customer needs, managing service delivery, and collaborating effectively with team members, I am committed to enhancing the guest experience and contributing to the success of dynamic hospitality environments. My proactive approach, attention to detail, and passion for the industry drive me to continuously seek opportunities for professional growth and organizational impact. • • • • • • • • • • Skills and Competences Guest Relations Management: Expertise in creating a positive guest experience through attentive service, personalized interactions, and proactive problem-solving. Food and Beverage Operations: Proficient in managing food and beverage services, including order taking, delivery, and adherence to quality and hygiene standards. Customer Service Excellence: Strong ability to address customer inquiries, resolve complaints, and provide exceptional service that enhances guest satisfaction. Team Leadership: Experienced in leading and motivating a team, providing training and support, and fostering a collaborative work environment. Effective Communication: Excellent verbal and written communication skills, ensuring clear and professional interactions with guests, staff, and management. Conflict Resolution: Skilled in managing and resolving conflicts, addressing issues promptly, and maintaining a calm and professional demeanor. Time Management: Ability to prioritize tasks, manage time effectively, and handle multiple responsibilities in a fast-paced hospitality setting. Operational Efficiency: Capable of optimizing processes, maintaining organization, and ensuring smooth day-today operations within the hospitality environment. Attention to Detail: High level of accuracy in service delivery, order processing, and maintaining cleanliness and presentation standards. Adaptability: Flexibility to adjust to changing circumstances and guest needs, demonstrating resilience and a willingness to learn and adapt in dynamic environments. Educational Background Certificate in Hospitality Management, -CAP Youth Empowerment Institute Certificate Computer Applications, Kennes ICT Centre Kenya certificate of secondary education -Wellspring High School - Work Experience Wait Staff-Big Square Oct 2018 – Present Duties and responsibilities • Guest Service: Greet and seat guests promptly, ensuring a warm and welcoming atmosphere. Provide detailed information about the menu, including daily specials and recommendations, to enhance the dining experience. • Order Management: Accurately take and process food and beverage orders from guests, ensuring special requests and dietary restrictions are communicated to the kitchen. • Table Maintenance: Set up and clear tables efficiently, ensuring they are clean and properly arranged before and after guest use. Maintain a tidy and organized dining area throughout service. • Food and Beverage Delivery: Serve food and beverages to guests in a timely manner, ensuring presentation meets restaurant standards and addressing any issues with orders immediately. • Customer Interaction: Handle guest inquiries, resolve complaints, and ensure overall satisfaction with their dining experience. Actively listen to guest feedback and respond appropriately. • Cash Handling: Process payments, handle cash and credit transactions, and provide accurate change. Reconcile cash and credit transactions at the end of the shift. • • • • Collaborative Support: Work closely with kitchen staff and fellow wait staff to ensure seamless service, communicate guest needs, and support team efforts during busy periods. Health and Safety Compliance: Adhere to all health and safety regulations, including proper food handling, sanitation procedures, and personal hygiene standards. Upselling and Recommendations: Suggest additional items to enhance the guest experience, including appetizers, desserts, and specialty drinks, to increase sales and guest satisfaction. Inventory and Supplies Management: Monitor and report on inventory levels of dining supplies and tableware, ensuring that any shortages are addressed promptly to avoid service disruptions. Food and beverage Intern - The Yellow Green Hotel April – June 2018 Duties and responsibilities • Assisted with Service: Supported the food and beverage service team by setting up and clearing tables, serving food and beverages, and ensuring a high level of service during peak hours. • Order Management: Helped with taking and processing guest orders, communicating special requests or dietary restrictions to the kitchen, and ensuring accurate delivery of food and drinks. • Customer Interaction: Provided attentive service to guests, addressing inquiries, and assisting with any issues related to their orders or dining experience. • Kitchen Coordination: Assisted kitchen staff with food preparation tasks, including portioning, garnishing, and ensuring timely delivery of meals to the dining area. • Hygiene and Sanitation: Maintained cleanliness and organization in the food and beverage areas, adhering to hygiene and safety standards to ensure a safe and pleasant dining environment. • Inventory Support: Monitored stock levels of food and beverage supplies, reported shortages, and helped with restocking to ensure smooth operation of the service. • Event Support: Assisted with the setup and breakdown of special events and functions, including arranging dining setups and coordinating with other staff to meet event requirements. • Training and Learning: Participated in training sessions and shadowed experienced staff to gain knowledge of service standards, food handling procedures, and customer service techniques. • Documentation: Assisted with maintaining accurate records of inventory usage, guest feedback, and service reports to support effective operations and continuous improvement. • Team Collaboration: Worked collaboratively with the food and beverage team, providing support where needed and contributing to a cohesive and efficient service environment. Referees 1. Elizabeth Wambui Hospitality Facilitator, CAP Youth Empowerment Institute Mobile: (-. John N. Muturi Manager, The Yellow Green Hotel Mobile: (-. Kennedy Kamau Supervisor, Big Square Restaurant Mobile:-