Florence Zalwango
Doha,DA
Summary
Helpful Hospitality professional driven to cultivate exceptional service. Works effectively to address patron concerns and foster loyalty. Proven success in managing complex requests with grace and efficiency. Detail-oriented customer service professional bringing demonstrated success in transforming challenges into customer satisfaction. Over Number years of guest service experience in hospitality industry.
Overview
3
3
years of professional experience
7
7
years of post-secondary education
2
2
Certifications
1
1
Language
Work History
Guest Experience Leader
McDonald's
Doha, Qatar
06.2021 - Current
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Maintained consistent positive customer feedback.
- Greeted guests upon arrival and offered assistance.
- Responded to incoming guests, telephone calls and email inquiries with efficiency and professionalism.
- Resolved sources of dissatisfaction and implemented processes to prohibit future service obstacles.
- Scheduled and confirmed restaurant reservations for guests.
- Utilized variety of organizational and communication skills to drive guest satisfaction.
- Greeted guests upon arrival by providing warm welcome.
- Assisted guests with variety of services and local attraction information.
- Maintained high level of professionalism and discretion when dealing with guests.
- Handled customer complaints to satisfy and retain guests.
- Created welcoming and comfortable environment for guests.
- Responded to guest inquiries to maximize guest satisfaction.
Education
Certificate - Customer Service
Guest Experience Leader
McDonald's 09.2023 - 09.2023
Certificate - Nursing Assistance
Imperial Consultancy
Qatar 02.2023 - 10.2023
Certificate - Education
Buganda Royal Institutes
Uganda 01.2016 - 01.2017
UNEB -
Kikaya College School.
Uganda 01.2010 - 12.2013
UCE -
Kampala High School
Uganda 01.2014 - 12.2015
Skills
Guest accommodations
Telephone etiquette
Accommodations
Team Supervision
Guest experiences
Guest services
Hospitality best practices
Guest complaint resolution
Guest communication
Client relationship management
Policy and procedure adherence
Reporting capabilities
Brand success
Accomplishments
- Achieved Result through effectively helping with Task.
Certification
Apriciation, guest experience leader, McDonald's, 2022
Timeline
Certificate - Customer Service
Guest Experience Leader
09.2023 - 09.2023
Certificate - Nursing Assistance
Imperial Consultancy
02.2023 - 10.2023
Apriciation, guest experience leader, McDonald's, 2022
12-2022
Guest Experience Leader
McDonald's
06.2021 - Current
Job Weldone ,waitress, sidra medicine, 2021
06-2021
Certificate - Education
Buganda Royal Institutes
01.2016 - 01.2017
UCE -
Kampala High School
01.2014 - 12.2015
UNEB -
Kikaya College School.
01.2010 - 12.2013