MERJURY MUROMBA
Bulawayo
Summary
Purpose Driven | Committed to Elevating Guest Experiences and Empowering Teams in Hospitality Industry Results-oriented, dedicated and aspiring experience in the hospitality (food and beverage) sector, committed to creating exceptional dining experiences. Renowned for leading and training diverse teams to uphold the highest service standards while maximizing guest satisfaction. Demonstrates expertise in managing daily operations, upselling food and beverage offerings, and implementing best practices for cleanliness and organization. Skilled at addressing guest inquiries and complaints with professionalism, fostering strong relationships with both staff and management. Committed to maintaining rigorous hygiene, safety, and compliance standards. Passionate about creating memorable guest experiences and cultivating high-performing teams, driving initiatives that enhance service delivery and elevate customer satisfaction.
Overview
10
10
years of professional experience
2016
2016
years of post-secondary education
Work History
Assistant waitess
MSC Cruises (Virtuosa)
Geneva
07.2023 - Current
- Consistently received positive feedback from guests for providing attentive and personalized service, contributing to a 20% increase in favorable customer reviews in the dining department.
- Successfully supervised a team of assistant waitresses, ensuring adherence to service standards and maintaining a clean and efficient workspace, which resulted in an improvement in service speed during peak hours.
- Maintained strict adherence to food safety protocols, leading to zero health and safety violations during routine inspections, thus enhancing the restaurant's reputation for hygiene and safety.
- Utilized extensive menu knowledge to recommend food and beverage pairings, achieving an increase in wine sales through effective upselling techniques.
- Proactively addressed guest complaints and concerns, successfully resolving issues on the spot and ensuring a satisfactory dining experience, which increased guest retention rates.
- Streamlined the dining table reservation process during guest embarkations, optimizing guest flow and contributing to a seamless dining experience for over 200 guests daily.
- Delivered high-quality wine service in accordance with dining standards, enhancing guests' dining experience and knowledge of wine, which led to positive guest feedback and repeat business.
- Ensured meticulous attention to cleanliness and presentation standards, resulting in consistently high ratings for the dining environment and overall guest satisfaction scores.
- Assisted servers with food and beverage service during busy dining hours.
- Assisted waiters in taking orders from customers.
Waitress
MSC Cruises (world Europa)
Geneva
11.2023 - 07.2024
- Provided exceptional customer service to guests during dining experiences.
- Served food and beverages efficiently to enhance guest satisfaction.
- Coordinated with kitchen staff to ensure timely meal delivery.
- Assisted in preparing dining areas for special events and activities.
- Managed guest inquiries and resolved complaints promptly and professionally.
- Maintained cleanliness and organization of dining spaces throughout shifts.
- Trained new staff on service protocols and restaurant procedures.
- Collaborated with team members to ensure smooth restaurant operations.
- Developed positive relationships with regular customers through friendly conversation.
- Provided excellent customer service by addressing any complaints or concerns promptly.
- Took orders for food and drinks and delivered them to guests.
- Greeted customers, answered questions, and recommended specials to increase profits.
- Addressed concerns quickly to improve customer experience and escalated issues to management for resolution when necessary.
- Answered questions about menu items, ingredients, and pricing.
- Rolled silverware and set up food stations and dining areas to prepare for next shift or large parties.
- Communicated daily specials to customers.
Waitress
Cellars Hohernot 5star Luxury Hotel
01.2022 - 01.2023
- Achieved a 25% increase in customer satisfaction scores through personalized service and prompt attention to guest feedback, leading to improved overall dining experiences.
- Successfully trained and mentored a team of 15 waitstaff, resulting in a 30% reduction in onboarding time and improved service efficiency.
- Contributed to a 20% increase in outlet revenue by implementing upselling techniques and promoting daily specials, leading to higher average check totals.
- Developed and maintained relationships with VIP guests, ensuring personalized service that led to a 40% increase in repeat customer visits.
- Established a rigorous quality control protocol for food and beverage service, which resulted in zero customer complaints related to food quality over a six-month period.
- Improved workplace safety standards, ensuring 100% compliance with health and safety regulations during inspections, contributing to a safer dining environment.
- Conducted regular performance evaluations for staff, leading to a 15% improvement in team morale and a noticeable increase in productivity.
- Successfully coordinated and executed over 10 special events, including private parties and corporate functions, with positive feedback from clients and attendees.
- Resolved guest complaints effectively and professionally, leading to a reduction in negative online reviews and improved reputation for the outlet.
Waitress / Bartender
Bootlegggers
Stellenbosch
01.2016 - 01.2019
- Consistently achieved a customer satisfaction rating of over 95%, as measured by customer feedback surveys and online reviews, contributing to Bootleggers being recognized as one of the top dining destinations in Stellenbosch.
- Increased beverage sales year-over-year through innovative upselling techniques and personalized customer service, resulting in higher overall profitability for the establishment.
- Streamlined service processes, reducing average table turnaround time, which enhanced customer flow during peak hours and improved overall dining experience.
- Successfully organized and executed weekly themed events and promotions, increasing foot traffic by 25% and enhancing community engagement, leading to a loyal customer base.
- Developed a signature cocktail menu that became a bestseller, showcasing creativity and mixology skills, which contributed to an increase in cocktail sales.
- Effectively handled customer complaints and conflicts with professionalism, leading to a 40% increase in repeat customers due to positive service recovery experiences.
- Maintained a 100% accuracy rate in cash handling and daily reconciliations, ensuring financial integrity and trustworthiness in managing transactions.
- Stellenbosch, Cape Town
Education
Retail Management -
The Institute Of Education College
ZimbabweSkills
- MS Office Suite
- Microsoft Outlook
- Microsoft PowerPoint
- Skype
- Google Meet
- Teams
- Zoom
- Leadership and Team Management
- Entrepreneurial Spirit
- Positive Attitude
- Problem Solving
- Critical Thinking
- Time Management and Prioritization
- Adaptability and Flexibility
- Creativity and Innovation
References
- Lisa Moses, MSC Cruises (Virtuosa), Lisa.Moses@msccruises.co.za
- Mr Faghmeda, Human Resources, Cellars Hohernot 5star Luxury Hotel, hradmin@collectionmcgrath.com, +27 21 794 2137/(Daniel Britz GM)
- Andrea Alexzina -General Manager for Bootleggers coffee company (stellenboschgm@bootlegger.co.za)
- 0212017448
- Sandra Muchanyara, Director of Courses, Retail Management, SandraMuchanyara@edu.co.za
- Kayla Manne, Director of Courses, Waitron Course, kiwihospitalitycourses@gmail.com
- Anthony White, Director of Courses, STC - Southern Africa Courses, info@stc-sa.co.za
Personal Information
- Date of Birth: 04/17/96
- Gender: Female
- Nationality: Zimbabwean
Selected Professional Highlights
- Fully understand the concept of the restaurant and being able to act as a guardian in terms of service provided, food and beverages served and the guidance of the team.
- Organized and supervised special events and private dining experiences, ensuring seamless execution and exceeding guest expectations.
- Consistently achieved a customer satisfaction rating through effective service management, conflict resolution, and a strong commitment to creating memorable dining experiences.
- Effectively managed and resolved customer complaints, maintaining a high level of customer satisfaction and loyalty.
Timeline
Waitress
MSC Cruises (world Europa)
11.2023 - 07.2024
Assistant waitess
MSC Cruises (Virtuosa)
07.2023 - Current
Waitress
Cellars Hohernot 5star Luxury Hotel
01.2022 - 01.2023
Waitress / Bartender
Bootlegggers
01.2016 - 01.2019
Retail Management -
The Institute Of Education College