1. Dorcas Mary Malemba Mchana
dormalemba@yahoo.com
Mobile No: 0566189090
APPLICATION FOR WAITRESS POSITION
PERSONAL INFORMATION
DATE OF BIRTH: 25th
Dec 1988
NATIONALITY: Kenyan
MARITAL STATUS: Single
PASSPORT NUMBER: A1709332
EXPIRY DATE: 5th
Sep 2021
LANGUAGES: Fluent English & Swahili (Spoken & written)
EXPERIENCE
One &Only The Palm
August to Date Receptionist
 Performs duties adhering to company policies and procedures
 Responsible for smooth and efficient running of reception operation
 Recognizes repeat guest greeting while acknowledging
 Communicates guests complains and compliments to management
 Answers telephone takes new and maintains reservation within procedural guidelines
 Deals with guests inquiries
 Defines problems collects data and notifies management whenever its necessary
 Able to work in a fast paced environment in a team or independently
 Able to maintain composure in a potentially stressful environment
 Able to interact with all level employee
Jan to August 2016 ZEST All Day Dining Restaurant
General Duties
 Welcoming guests and assisting in seating allocation of guests choice, while briefing on the menu and
available specials of the day
 Attending to phone calls emails and replying whenever necessary
 Report guest inquires defaults and any information guest related to the team
 Keeping track of guest preferences
 Table setting for meal periods ensuring linens and cutleries are spot-free
 Taking orders and punching in the systems with comments of special requests
 Serving food to guests proffecially
 Preparing checks appropriately offering discount whenever necessary and presenting to guests
 Handling other duties as assigned by the manager
 Attending to back of the house duties in preparation for the next meal period
Achievements
 At Zest I have been able to recommend suggest and explain food from the menu to our guest with the
food knowledge I have gained through theories, trainings, experience and being inquisitive to the chef .
This has eased my up selling techniques considering guest request and preferences leaving guest
experience beyond expectation.
 My passion to be a sommelier through determined research and wine training has been a great tool in
my field of work as I have been able to suggest and pair wines with the food comfortably without
disappointments.

2.  My tremendous personalized service has led to being recognized by accommodating every guest
possible request
 My intuitiveness has been a great strength for me to realize weakness in the service through guests
immediate feedbacks ,personalized comments and guest in house experience surveys hence taking
instant corrective measures to guest disappointments to clear guest doubts and enhance trust
 My ability to adapt easily to new environments has led me to cope up in different situation in different
team work in fast pace with calmness and ease under pressure
 Being sharp eyed and interactive I tend to realize guest needs and service defaults. This has been great
tool in updating my guest preferences likes and dislikes to keep and accommodate even the most
difficult and demanding customers by ensuring we meet there requirements.
 I have been able to remember guests through interactive friendliness whenever they are staying in hotel
as well when they come back
 Many times I have gone for help in other restaurant mostly the 101 bar and restaurant with a very high
turnover of guest enabling me to adapt quick service and gaining adverse knowledge in wines cocktails
and beers
 I have been in charge of breakage, requisitions and menus which have helped me a lot in observing and
maintaining the achievement of the bottom line in our monthly budget
 I have also participated in the up selling competitions and once I have worn a recognition as the Zest
Restaurant top up seller of the month of May 2016
HYATT PLACE ALRIGGA
MAY 2015 to Jan 2016 GALLERY CAFÉ
Operation Trainee Waitress Hostess
 Took orders and served them in a timely manner within Hyatt standards
 Checked guests satisfaction to enhance Hysat(guest satisfaction survey)
 Performed back of the house duties arranging and checking HACCP standards
 Helped the guest on the menu choice, buffet and recommended as per the guests requirements
 Arranged meeting rooms as instructed
 Served and cleared guests soiled plates on a timely manner
 Solved guests problem at my capacity and seek for help where required
 Observed and handling equipment’s in a proper manner to minimize breakage
 Attended and participates in departmental training as required
 Observed attention to details and communicates to colleagues on guests preferences through mails and
verbal
 Communicated to chefs and colleagues on the guests feedback to enhance consistency
EDUCATION BACKGROUND
2010-2012: MOMBASA POLYTECHNIC UNIVERSITY COLLEGE
Hospitality Management - CREDIT PASS
2008 TRICOM MEDIA
Certificate in Computer Applications
2003 -2007 : Shimbo High School
Kenya Certificate of Secondary
COMPUTER SKILLS AND KNOWLEDGE
 Ms. Office ( Word ,Excel, PowerPoint presentation)
 Opera system
 Explorer