Kapena Lukusa
East Lansing
Summary
Dynamic and motivated professional with a personable and adaptable approach, dedicated to creating positive customer experiences. Known for a calming demeanor and strong ability to anticipate customer needs, ensuring satisfaction and engagement. Committed to continuous learning and collaboration, thriving in team environments while fostering strong relationships. Passionate about delivering exceptional service and contributing to a supportive workplace culture.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Lifeguard
Great Wolf Lodge
07.2024 - Current
- Certified through ELLIS in CPR, First aid and other various required trainings (autism awareness, Extreme heat conditions, etc.)
- Pays keen attention to detail
- Maintained physical fitness and health
- Assessed the needs of a wide variety of guest and provide support to the best of my ability
- Can withstand high temperatures and humid conditions for extended periods of time
Barista
Third Coast Bakery
06.2023 - 07.2024
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Controlled line and crowd with quick, efficient service.
- Maintained regular and consistent attendance and punctuality.
- Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment.
- Memorized recipes for specialty coffee beverages and seasonal offerings.
- Recommended products based on solid understanding of individual customer needs and preferences.
- Trained new team members with positive reinforcement and respectful, encouraging coaching.
- Completed successful daily cash audits to correctly balance drawers at end of shifts.
- Used POS system to accurately enter orders and process payments.
- Learned every menu item's preparation and numerous off-label drinks to meet customer needs.
Server, Bartender
Pitspitters Stadium
05.2023 - 07.2024
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Cultivated warm relationships with regular customers.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
Barback, Food Runner, Buster
Hotel Indigo
05.2022 - 10.2022
- Coordinated with servers and bartenders to maintain smooth operation of bar area.
- Restocked glassware, cleaned tables and organized supplies to meet demanding trading periods throughout shift.
- Greeted customers and provided friendly, knowledgeable service.
- Replaced empty kegs and soda syrups.
- Assisted in setting up and breaking down bar area for special events.
- Delivered food to customers at bar and tables.
- Collected trash, wiped up spills, and removed trays to maintain fresh and clean customer areas.
- Checked ID cards and verified bar guests were of legal age.
- Transported dirty utensils, dishes, and trays to kitchen to help team stay on top of cleaning.
Service Ambassador
Panera Bread
04.2021 - 03.2022
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Established and maintained positive relationships with customers.
- Maintained knowledge of current promotions and product features.
- Organized and stocked merchandise to keep necessary levels for sales demand.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Documented problems and corrective actions to maintain records.
- Suggested additional services to customers in order to meet upsell goals.
Education
Bachelor of Arts - Public Relations
Michigan State University
East Lansing, MI04-2027
Skills
- Stocking and Replenishing
- Anticipating Guest Needs
- Transactions and Cash Handling
- Contamination Prevention
- Warm and Friendly
- Server Training
- Strong communicator
- Effective problem-solver
- First aid
- Patience and empathy
- Physical fitness
- CPR certified
Accomplishments
Maintained a 3.5 GPA through the three years of attendance at Michigan State.
Certification
- First Aid/CPR Certified
Timeline
Lifeguard
Great Wolf Lodge
07.2024 - Current
Barista
Third Coast Bakery
06.2023 - 07.2024
Server, Bartender
Pitspitters Stadium
05.2023 - 07.2024
Barback, Food Runner, Buster
Hotel Indigo
05.2022 - 10.2022
Service Ambassador
Panera Bread
04.2021 - 03.2022
Bachelor of Arts - Public Relations
Michigan State University
Hobbies and Interests
I like working out, art, anime, making new friends, reading and animals., Go Green!
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