Gladys Mwende
Hyattsville,MD
Summary
High-performing professional with Over 5 years of experience delivering high-impact work in the Hospitality industry. Skilled in developing strong internal and external relationships to facilitate collaborative achievement of high-priority goals. Committed to lifelong learning and going the extra mile to contribute and facilitate continuous improvement.
Overview
9
9
years of professional experience
Work History
Assistant Server
Fiola Mare
Washington Dc, USA
10.2023 - Current
- Respond promptly to guest inquiries or complaints.
- Provide assistance to fellow team members during busy periods.
- Demonstrate knowledge of restaurant policies regarding payments, returns, exchanges.
- Provide excellent customer service to guests.
Customer Service Representative
Fifa
Dola, Qatar
10.2022 - 12.2022
- Maintained a high level of professionalism when dealing with difficult customers.
- Answered customer inquiries and provided accurate information regarding products and services.
Waitress
Raffles The Palm
Dubai, United Arab Emirates
09.2021 - 05.2022
- Took orders for food and drinks and delivered them to guests.
- Processed payments accurately using cash registers or POS systems.
- Utilized POS system to total meal costs and add taxes for final bill calculation.
- Maintained accuracy while handling payments, giving change and printing receipts for customers.
Hostess
Crowne Plaza Hotel
Muscat, Oman
12.2019 - 05.2021
- Managed the waiting list, ensuring that all parties were seated in a timely manner.
- Handled cash payments and reconciled daily transactions accurately.
- Greeted incoming guests to escort to assigned dining area and present menus.
Lounge Receptionist
Kenya Airways
, Kenya
04.2018 - 08.2018
- Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
- Performed data entry tasks into various computer systems accurately and promptly.
- Processed customer payments using cash registers or point-of-sale terminals according to company policies and procedures.
- Maintained an organized filing system of confidential client information in accordance with company policy.
Receptionist Trainee
Westwood Hotel
, Kenya
01.2018 - 04.2018
- Receiving visitors at the front desk by greeting, welcoming, directing and announcing them appropriately
- Answering screening and forwarding incoming phone calls
- Receiving and sorting daily mail.
Hotel and Restaurant Intern
Southernsun Mayfair Hotel
, Kenya
06.2016 - 09.2016
- Help in overseeing daily hotel operations
- Assist during training for personnel
- Help in building an exemplary rule of conduct to ensure customer's satisfaction
- Deal with customers' complaints, when necessary
- Assist in research in legal and financial aspects of the business.
Sales Representative
Loreal Company Limited
02.2016 - 04.2016
- Generating leads
- Meeting or exceeding sales goals
- Preparing weekly and monthly reports
- Giving sales presentations to a range of prospective clients.
Sales representatives East African breweries
09.2015 - 12.2015
- Generating leads
- Meeting or exceeding sales goals
- Preparing weekly and monthly reports
- Giving sales presentations to a range of prospective clients.
Education
Hotel And Restaurant Management -
The Technical University Of Kenya
Secondary Education -
St. Mathew High School
Primary Education -
Bondeni Primary School
Skills
- Friendly
- Organizational
- Hospitality and people skills
- Tech Savy
- Active thinker
Personal Information
Title: Customer service Agent.
Languages
- English Native Proficiency
- Swahili Native Proficiency
- German Elementary Proficiency
Hobbies and Interests
- Jump Rope
- Music
- Volunteer Work
Timeline
Assistant Server
Fiola Mare
10.2023 - Current
Customer Service Representative
Fifa
10.2022 - 12.2022
Waitress
Raffles The Palm
09.2021 - 05.2022
Hostess
Crowne Plaza Hotel
12.2019 - 05.2021
Lounge Receptionist
Kenya Airways
04.2018 - 08.2018
Receptionist Trainee
Westwood Hotel
01.2018 - 04.2018
Hotel and Restaurant Intern
Southernsun Mayfair Hotel
06.2016 - 09.2016
Sales Representative
Loreal Company Limited
02.2016 - 04.2016
Sales representatives East African breweries
09.2015 - 12.2015
Hotel And Restaurant Management -
The Technical University Of Kenya
Secondary Education -
St. Mathew High School
Primary Education -
Bondeni Primary School