Open to opportunities

Shield Ngereso

@shieldngereso

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Friendly hospitality professional creating positive consumer experiences.

Kenya

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What I'm looking for

I am looking for a role that values exceptional service and offers opportunities for growth.

I am a dedicated hospitality professional with extensive experience in both administration and management roles. My journey has been marked by a commitment to creating exceptional consumer experiences through personalized customer service. I thrive in fast-paced environments, where my ability to memorize menu details and manage multiple tasks simultaneously has consistently led to increased customer satisfaction and repeat business.

In my role as a Manager at Mlimaview Gardens, I successfully oversaw hotel services, managed budgets, and optimized profits while ensuring compliance and security. My experience as a Food & Beverage Manager at Caverna Lounge further honed my skills in controlling costs and enhancing operational efficiency. I take pride in my ability to motivate staff and foster a positive work environment, which I believe is crucial for delivering outstanding service.

Throughout my career, I have been recognized for my excellent communication skills and my ability to resolve conflicts effectively. I am passionate about the hospitality industry and continuously seek opportunities to grow and contribute to a team that values exceptional service and customer satisfaction.

Experience

Work history, roles, and key accomplishments

Manager

Mlimaview Gardens

May 2022 - Present (3 years 2 months)

Managed hotel services, including accommodation and catering, and oversaw events. Troubleshot issues in hotel operations, liaised with suppliers, and supervised maintenance and renovations. Safeguarded security and compliance, managed budgets, tracked revenues, and optimized profits.

Hotel Management Event Management Budget Management Supplier Management Compliance Management Problem Solving

Waiter

Amaica Restaurant

Jan 2022 - Present (3 years 6 months)

Greeted guests, took drink and food orders, and remained attentive to guest needs in the dining area. Delivered food from the kitchen, ensured order accuracy and presentation, and followed health code standards for food handling.

Customer Service Order Taking Health Code Compliance Table Service Food Presentation Dining Area Management Communication

F&B Manager/Food Cost Controller

Caverna Lounge

Aug 2021 - Present (3 years 11 months)

Effectively controlled Food and Beverage costs, including wastage, pilferage, and efficiency. Prepared variance analysis for food and beverage, updated and maintained receipts in systems, and verified voids, discounts, and compliments in POS systems.

Inventory Management Waste Management Pilferage Control Financial Reporting Data Entry

Head Waiter

R and K Bites

Aug 2021 - Present (3 years 11 months)

Greeted guests warmly, strategically timed check-ins to take orders and confirm satisfaction, and maintained order efficiency through clear communication with kitchen staff. Collected payments, balanced cash receipts, and maintained an accurate cash drawer. Memorized menu items and daily specials, provided outside catering services, and promoted excellent service to customers.

Customer Service Order Management Communication Problem Solving Sales Guest Service Teamwork

Commis Chef

R and K Bites

Aug 2021 - Present (3 years 11 months)

Planned and directed high-volume food preparation in a fast-paced environment, maintaining a well-organized kitchen. Supervised a team producing Swahili dishes, performed stock rotation and inventory counts, and managed deliveries and stocking of goods.

Inventory Management Stock Rotation Delivery Management Quality Control Culinary Skills

Head Waiter

Ocean View Boutique Hotel

Jun 2020 - Present (5 years 1 month)

Supervised the setup of banquet food stations and coordinated service to multiple dining areas by designing schedules. Assigned work tasks to waiters and monitored dining rooms for seating availability, service, safety, and guest well-being. Resolved customer complaints, collaborated with chefs on menu changes and staffing needs, and carried out opening, closing, and shift change duties.

Team Leadership Scheduling Customer Satisfaction Problem Solving Communication Conflict Resolution

Waiter

Ocean View Boutique Hotel

Oct 2019 - Present (5 years 9 months)

Kept server areas clean and stocked to increase efficiency while working tables. Presented menus to patrons, answered questions about menu items, and made recommendations. Memorized menu items for quick service delivery, clearly communicated dining orders to kitchen staff, and handled special requests.

Table Service Customer Service Payment Processing Staff Training Upselling Inventory Management Teamwork

Waiter

Gasaro Hotel

Mar 2019 - Present (6 years 4 months)

Participated in the setup of banquet food stations and coordinated service to multiple dining areas. Prepared silverware sets and maintained dining room cleanliness. Maintained customer satisfaction with timely table check-ins and resolved customer complaints.

Banquet Setup Table Service Customer Satisfaction Dining Room Maintenance Teamwork Communication

Education

Degrees, certifications, and relevant coursework

CAP Youth Empowerment Institute

Certificate, Hospitality Management

Activities and societies: Class Representative

Obtained a Certificate in Hospitality Management. Served as a Class Representative during the program.

Tudor Day Secondary School

Kenya Certificate of Secondary Education, General Studies

Activities and societies: Secretary of Maths Club, Assistant Lunch Prefect

Completed secondary education, earning the Kenya Certificate of Secondary Education (KCSE). Held leadership roles including Secretary of Maths Club and Assistant Lunch Prefect.