SUSAN KANYORO
Summary
Service-driven barista and bar waitress with a strong background in coffee and cocktails. Deep understanding of guest service protocols. Known for adaptability in various bar settings, excels in working efficiently under pressure to ensure guests feel welcomed and well taken care of.
Overview
6
6
years of professional experience
Work History
Barista
Qatar Airways Group
02.2025 - Current
- Prepared and served a wide range of hot and cold beverages including specialty coffees, teas, smoothies, and mocktails according to Qatar Airways’ premium service standards.
- Delivered personalized service to First and Business Class passengers, understanding individual preferences and maintaining a professional, friendly approach.
- Maintained cleanliness and hygiene of the barista station, equipment, and surrounding service areas in line with HACCP and Qatar Airways standards.
- Operated coffee machines and grinders with precision, ensuring consistent quality and presentation for each beverage.
- Assisted with lounge setup and restocking by organizing beverage ingredients, utensils, takeaway cups, and condiments before and during shifts.
- Promoted premium products and seasonal offerings, answering passenger inquiries and upselling where appropriate to enhance customer experience.
- Worked collaboratively with lounge attendants and chefs to provide seamless service, especially during high-traffic hours.
- Handled guest feedback professionally, resolving minor complaints promptly and escalating concerns to supervisors when necessary.
- Adhered strictly to grooming standards and customer service protocols to reflect the Qatar Airways brand and uphold the airline’s 5-star image.
Bar Waitress
Serena Beach Resort & Spa Mombasa
02.2022 - 12.2024
- Welcomed and seated guests at the bar area, presenting menus and taking beverage and food orders professionally.
- Served alcoholic and non-alcoholic drinks according to hotel standards, ensuring proper presentation, garnishing, and timely delivery.
- Maintained cleanliness of the bar and tables, including wiping down surfaces, clearing empty glasses, and resetting for the next guests.
- Collaborated with bartenders and kitchen staff to ensure smooth order flow and excellent guest service.
- Checked guest identification to ensure legal drinking age compliance and followed responsible service of alcohol procedures.
- Provided recommendations on cocktails, wines, and menu items to enhance guest experience and upsell hotel offerings.
- Handled payments and processed transactions accurately using POS systems while maintaining a balanced cash drawer.
- Responded to guest requests and complaints politely and efficiently, aiming for fast resolution and guest satisfaction.
- Followed all hotel safety and hygiene regulations, including proper handling of glassware and adherence to COVID or food safety protocols.
Assistant Bar Waitress
Diani Reef Beach Resort & Spa
06.2019 - 12.2021
- Supported bartenders and bar waitstaff by preparing drink garnishes, stocking glassware, and restocking bar supplies during service hours.
- Delivered drinks and light snacks to guests in the bar area, ensuring prompt and polite service at all times.
- Collected empty glasses and cleaned tables, maintaining a tidy and welcoming environment for guests.
- Assisted with basic drink preparation, such as pouring soft drinks, opening bottles, and prepping simple beverages under supervision.
- Monitored guest needs and relayed special requests or orders to bartenders or kitchen staff accurately.
- Set up and broke down bar stations before and after service, including organizing equipment and replenishing stock.
- Handled glassware and utensils carefully, ensuring proper sanitation and safety in line with hotel standards.
- Helped control inventory by reporting low-stock items and checking for expired or damaged supplies.
- Followed hotel hygiene, safety, and grooming standards, contributing to consistent service quality and a clean bar environment.
Education
Certificate - Computers, System Application, Internet and E-mail
Data Network Institute
Nairobi Kenya 10.2015
Kenya Certificate of Secondary Education - KCSE
Chereta Secondary School
Laikipia Kenya 10.2014
Skills
- Beverage preparation (coffee, tea, mocktails, and basic cocktails)
- Guest service and hospitality
- POS system operation and cash handling
- Menu knowledge and upselling techniques
- Cleanliness and hygiene maintenance
- Bar setup and restocking
- Multitasking in busy environments
- Communication and teamwork
- Food and beverage safety protocols
- Handling customer feedback and complaints politely
LANGUAGE
English - Fluent
References
Available Upon Request.
Accomplishments
- Recognized by management for consistently maintaining 95%+ guest satisfaction ratings in bar service areas.
- Successfully managed high-volume service during peak hours without delays or complaints.
Timeline
Barista
Qatar Airways Group
02.2025 - Current
Bar Waitress
Serena Beach Resort & Spa Mombasa
02.2022 - 12.2024
Assistant Bar Waitress
Diani Reef Beach Resort & Spa
06.2019 - 12.2021
Certificate - Computers, System Application, Internet and E-mail
Data Network Institute
Kenya Certificate of Secondary Education - KCSE
Chereta Secondary School
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