Mercy Gitau Email & Phone Number

Kenya

Nairobi County, Kenya

• Handles employee questions and concerns.• Monitors employees to ensure performance expectations are met.• Provides feedback to employees based on observation of service behaviors.• Assists in supervising daily shift operations.• Participates in department meetings by communicating a clear and consistent message regarding the departmental goals to produce desired results.Conducting Day-to-Day Restaurant Operations• Ensures all employees have proper supplies, equipment and uniforms.• Ensures compliance with all restaurant policies, standards and procedures.• Monitors alcohol beverage service in compliance with local laws.• Manages to achieve or exceed budgeted goals.• Performs all duties of restaurant employees and related departments as necessary.• Opens and closes restaurant shifts.• Interacts with guests to obtain feedback on product quality and service levels.• Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.• Encourages employees to provide excellent customer service within guidelines.• Handles guest problems and complaints, seeking assistance from supervisor as necessary.• Strives to improve service performance.• Sets a positive example for guest relations.• Assists in the review of comment cards and guest satisfaction results with employees.• Meets and greets guests.• Supervises on-going training initiatives.• Uses all available on the job training tools for employees.• Communicates performance expectations in accordance with job descriptions for each position.• Coaches and counsels employees regarding performance on an on-going basis.• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.• Analyzes information and evaluating results to choose the best solution and solve problems.• Assists servers and hosts on the floor during meal periods and high demand times.• Supervises daily shift operations.

Nairobi County, Kenya

“Internet in Every Home in Africa.We believe EVERYONE in the world deserves access to the internet and affordable communications.Communications have an incredibly positive impact on improving the lives of individuals and accelerating the economic and social growth of developing countries; yet 4.4 billion people around the world are still unconnected and many more are poorly serviced.At poa! we believe everyone deserves access to the internet and it should not be limited to the privileged few. Our poa! Internet service provides broadband to low-income and rural communities across East Africa, offering individuals and small businesses highly affordable Internet access. poa! brings significant social benefit to the communities we serve by offering free access to digital content including educational and health materials as well as generating substantial employment opportunities.”Handle customer inquiries via telephone, social media and WhatsApp, etcManage and resolve customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.Provide customers with product and service information by clearly explaining procedures; answering questions; providing information.Identify and escalate priority issues and where necessary, follow up on customer concerns.Document all customer interaction information according to standard operating procedures.Maintains and improves quality results by adhering to standards and guidelines and recommending improved procedures.Recommend process improvements for process excellence.Recognize, document, and alert the Team Leader of trends in customer calls.Maintains communication equipment in working order and reports problems promptly.

United Arab Emirates

o Oversee all aspects of the daily operation of the hotel's Room Service operation.o To train and support employees with the help of the training manager in active and efficient recommending and selling.o To inform employees continuously on all promotions, specialties and other sales activities.o Ensure a proper, correct order taking to speed-up service and that are guests getting the correct order.o Actively participate in order taking, sales efforts, service and guest relations.o Handle all complaints generously, efficiently and according to the Emaar guidelines.o Ensures a working discipline and a smooth team work between service and other departments.o Make sure that all rules and regulations according to Emaar guidelines are in use.o Organize all holidays and vacation schedules appropriatelyo Evaluate the performance of each of his employees at least once a year. The results of these evaluations are then used as a basis for promotions, bonus and other benefits.o Is aware of the menu, beverage list, and other promotions in order to train his/her staff on the job and in classes.o Solves daily operation problems with the daily training on the job. o Make out and sign the daily material orders.o To ensures careful handling of all restaurant material.o To control all restaurant material and eliminates chipped, broken or cracked dishes.o Help with the end-of-month or end-of-year inventory in area of responsibility.o Gives everything within his/her capacity to achieve the yearly budgets and goals set by the management.o Control and countersign all mistakes occurring within the ordering-system.o Ensures all staff are thoroughly familiar with the Hotel’s emergency procedures and is in a state of preparedness for any emergency which may occur.o Familiar with all related company documentation and especially with the relevant SOP’s for his/her field of responsibility.o Other duties as assigned.

United Arab Emirates,Dubai

o Responsible for handling reservations, , email and telephone inquiries and cancellations in an attentive, courteous and efficient manner, and quoting available rates to maximize revenue.o Enter reservation in ResPAK accurately and according to agreed standards.o Communicate effectively (Verbally and in writing) with restaurants and other departments as required to ensure that guest requests are well taken care of.o Establish and maintain effective working relationships with co-workers and supervisorso Pursue personal development of skills and product knowledge necessary for the effective performance of the role.o Assist each restaurant to achieve its revenue targets.o Full knowledge about of all restaurants, promotions, special offers, Menu typing knowledge menus and other vital business information requiredo Sending Proposals and Confirmations for Groups. Follow-up of proposals and confirmations on or before cut-off dateso Co-ordinate all bookings via management

United Arab Emirates

o In Charge of Group reservations, Sending Proposals and Confirmations for Groups and quoting available rates to maximize revenue. o Follow-up of proposals and confirmations on or before cut-off dateso Sending weekly Group Reports and Forecastso Responsible for handling reservations, , email and telephone inquiries and cancellations in an attentive, courteous and efficient manner, and quoting available rates to maximize revenueo Communicate effectively (Verbally and in writing) with restaurants and other departments as required to ensure that guest requests are well taken care of.o Establish and maintain effective working relationships with co-workers and supervisorso Pursue personal development of skills and product knowledge necessary for the effective performance of the role.o Assist each restaurant to achieve its revenue targets

o Support the Food & Beverage Management in the day-to-day operation by performing administrational and operational tasks.o Full knowledge about of all restaurants, promotions, special offers , Menu typing knowledge menus and other vital business information requiredo Develop formal training plans and conduct on the job training sessions for Food & Beverage Department employees.o Maintenance of staff attendance and leave planning systemo Updating and maintaining staff records and sick Leave reports.o Taking reservations in a proactive way and responding to emails.o Sending Proposals and Confirmations. Follow-up of proposals and confirmations on or before cut-off dateso Co-ordinate all bookings via management

United Arab Emirates

o Assume the responsibility of daily operations in the absence of the Outlet or Assistant Outlet Managero Maintain appropriate staffing levels on the floor of the outleto Following up on opening and closing checklistso Ensure all appropriate equipment is on hand for each service periodo Directly work with all employees to create a flow of new and ‘improved’ ideaso Ensure awareness and deliver the optimum levels of service and guest satisfactiono Assist in attaining and maintaining the sanitation (HACCP or similar) certificates as required by the regional governing body. `o Ensures employees in the outlet are given breaks accordance to local law

United Arab Emirates

o Completion of opening and closing checklistso Ensure all appropriate equipment is on hand for each service periodo Directly work with all employees to create a flow of new and ‘improved’ ideaso Ensure awareness and deliver the optimum levels of service and guest satisfactiono Assist in attaining and maintaining the sanitation (HACCP or similar) certificates as required by the regional governing body

Dubai, United Arab Emirates

o Completion of opening and closing checklistso Answering the telephone, taking guests orders and Up sellingo Directly work with all employees to create a flow of new and ‘improved’ ideaso Ensure awareness and deliver the optimum levels of service