Susan Mwatha
A dedicated professional with extensive experience in hospitality, customer service, and operations management. Skilled in team leadership, process improvement, and creating exceptional customer experiences. Strong communicator adept at managing operations, handling financial transactions, and ensuring smooth service delivery. Known for driving revenue through upselling, fostering customer satisfaction, and maintaining efficient operations during peak hours and events. Consistently focused on enhancing team performance and delivering top-notch service in dynamic environments.
Experience
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SV Group
Station Manager - 2022/2023 -
Managed a high-traffic food station, preparing for over 50 consecutive games and 30+ events.
Led a team of 5, optimizing workflows and ensuring efficiency under pressure.
Strategically planned mise-en-place and restocked supplies to meet high-volume demands.
Maintained food quality and hygiene standards through strict adherence to protocols.
Trained and mentored staff, fostering teamwork and ensuring exceptional service.
Improved customer satisfaction by addressing concerns promptly and professionally.
Coordinated with multiple departments to streamline operations and enhance event execution.
Increased service speed by 20% through process improvements and efficient staff coordination.
Education
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Masters Degree
Swiss Business School2022-2024 -
GPA: 4.93
Skills
- Critical Thinking
- Customer Relationship Management (CRM)
- customer service management
- Microsoft Office Suite
- Preparation of Financial Statements
- Sales and Marketing
- Team Leadership