Olive Maina

Professional Experience
Waitress
Alba Hotel
July 2017 to March 2019

Waitress
Ole-Sereni Hotel
December 2019 to March 2020

Club coordinator
Tlc Relationship Management P Ltd
March 2022 till July 2022

Waitress
Ole- Sereni Hotel
November 2022 – November 2023

Guest relations, training 
Ole- Sereni Hotel
June 2023 – October 2023

Receptionist training
Ole-sereni Hotel
June 2023-October 2023

Duties and Responsibility of a waitress
Greet customers and escort them to their tables
Presenting menus and answering questions about the cuisine, making recommendations upon request
Taking orders and serve food and beverage
Recommending wines and other drinks to customers
Writing customer orders and conveying to kitchen staff
Serving special dishes to customers at tables as required
Checking to ensure the customers are enjoying their meals, take action to correct any issues as needed
Preparing bill/receipt and collecting payments from customers
Cleaning tables and other areas as needed as the customers depart
ArrangPreparinging table setting and maintain a tidiness in the dining area
tables by setting up linens, silverware and glasses
Communicating with customers to solve complaints or ensure satisfaction 
Resolve customer complaints via phone, email, mail, or social media.
Use telephones to reach out to customers and verify account information.
Greet customers warmly and ascertain the problem or reason for calling.
Cancel or upgrade accounts.
Assist with placement of orders, refunds, or exchanges.
Advice on company information.
Take payment information and other pertinent information such as addresses and phone numbers.
Place or cancel orders.
Answer questions about warranties or terms of sale.
Act as the company gatekeeper.
Suggest solutions when a product malfunction.
Handle product recalls.
Attempt to persuade the customer to reconsider cancellation.
Inform the customer of deals and promotions.
Sell products and services.
Utilize computer technology to handle high call volumes.
Work with the customer service manager to ensure proper customer service is being delivered.
Close out or open call records.
Compile reports on overall customer satisfaction.
Read from scripts.
Handle changes in policies or renewals.

Duties of as a Club coordinator
Offering customer service
Answering queries
Ensuring that the agreed club procedures are implemented.
Assisting in club administration
Selling and providing information on the membership program
Making reservations for customers
Collecting and analyzing feedback from customers to gauge satisfaction
Providing information regarding the hotel promotions
Maintaining membership records
Duties and responsibilities of a receptionist 
.Greeting visitors
.Managing security and telecommunications systems
.Handling queries and complaints via phone, email and general correspondence
.Transferring calls as necessary
.Taking and ensuring messages are passed to the appropriate staff member in time
.Managing meeting room availability
.Receiving, sorting, distributing and dispatching daily mail
.Preparing vouchers
.Handling transcription, printing, photocopying and faxing
.Recording and maintaining office expenses
.Handling travel arrangements
.Coordinating internal and external events
.Managing office inventory such as stationery, equipment and furniture
.Overseeing office services like cleaners and maintenance service providers
.Maintaining safety and hygiene standards of the reception area

Duties and responsibilities as a guest relations agent
Review arrival lists to welcome guests
Attend to special guests (e.g., VIPs) and answer their inquiries
Help prepare welcome folders with collateral (e.g., room service menus, area descriptions)
Provide information about amenities, area and venues and promote services
Anticipate guest needs and build rapport with customers
Offer assistance with certain tasks (e.g., confirming travel arrangements, taking messages)
Address customer complaints and escalate to Guest Relations Manager when needed
Record information in the logbook daily
Ensure compliance with health and quality standards
 

Education/Professional Qualifications
Diploma in Hospitality Management, Mount Kenya University
Certificate in Hospitality Management, Mount Kenya University
Kenya Certificate of Secondary Education, Ngaru Girls Secondary
Kenya Certificate of Primary Education, Goodwish Academy 
Additional Training
ICDL 1 Computer Short Course, Palmax Institute