Charity Hachipumbe
Lusaka
Summary
Proven Front Office Assistant with a track record of enhancing client experiences at Boyd Zulu, adept in problem-solving and time management. Demonstrated ability to handle high-volume environments, improving operational efficiency. Skilled in file organization and listening, ensuring seamless office operations and customer satisfaction.
Overview
8
8
years of professional experience
Work History
Bar supervisor assistant
Protea hotel
Protea Hotel In Lusaka, Zambia
05.2021 - 01.2024
- Served high customer volumes during special events, nights, and weekends.
- Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
- Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
- Contributed to a positive work environment through effective teamwork and communication with colleagues.
- Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
- Developed loyal clientele by consistently delivering outstanding service and engaging in friendly conversation.
- Kept bar presentable and well-stocked to meet customer needs.
- Increased customer satisfaction by providing excellent service and crafting high-quality cocktails.
- Reduced wait times for drinks by efficiently managing the bar area and prioritizing orders.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Assisted in recruiting high-quality staff members, conducting interviews, background checks, and onboarding processes.
- Recruited, hired and trained staff on bar practices, customer service standards, and productivity strategies, providing [Number]% improvement over prior onboarding process.
- Maintained a clean and organized bar environment to enhance customer experience and streamline service delivery.
- Managed bar inventory, restocked supplies and placed orders for spirits, beer, wines, and mixers.
- Evaluated employee performance periodically through observation, feedback sessions, goal-setting meetings.
- Promoted responsible alcohol consumption by enforcing house policies regarding age limits and intoxication levels among patrons.
- Kept detailed inventories and notified management of ordering needs for liquor, beer, wine, and bar supplies.
- Boosted sales through the development of innovative cocktail menus and promotional events.
- Worked with distributors to add new products to bar menu.
- Kept alcoholic beverages well-stocked and organized to meet expected demands.
- Contributed to a positive work environment with strong interpersonal skills and proactive teamwork attitude.
- Assisted manager in all aspects of business operations.
- Assisted managers in decision-making processes based on thorough research and analysis of available data.
- Enhanced team communication through effective scheduling, meeting coordination, and correspondence management.
- Supported senior management to make informed decisions, conducting thorough market research.
- Completed bar opening and closing procedures.
Front Office Assistant
Boyd Zulu
Five Star Hotel In Livingstone, Zambia
03.2018 - 06.2020
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Maintained a professional and welcoming environment for clients, contributing to an overall positive experience.
- Responded to inquiries from callers seeking information.
- Directed phone inquiries, answered customer questions, and scheduled appointments.
- Coordinated master schedule by booking and rescheduling appointments and balancing workloads.
- Handled financial transactions accurately by processing payments, issuing receipts, and maintaining detailed records of all transactions.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Enhanced customer satisfaction by promptly addressing inquiries and concerns at the front desk.
- Collaborated with team members to improve overall front office performance through consistent feedback and process improvement suggestions.
- Developed procedures for handling sensitive information, maintaining confidentiality and adhering to company policies.
- Increased client retention by providing exceptional service while managing check-in and check-out processes.
Server Assistant
Boyd Zulu
Five Star Hotel In Livingstone, Zambia
06.2016 - 02.2018
- Greeted customers warmly to provide exceptional customer service.
- Promoted welcoming atmosphere, greeting guests upon arrival and assisting with seating arrangements.
- Greeted customers and provided menus upon arrival to dining room.
- Answered customer questions about food and beverage items and assisted with menu selections.
- Assisted wait staff with timely food delivery and guest requests.
- Provided attentive service and proactively assessed guest needs.
- Streamlined service efficiency, assisting servers with food delivery and urgent customer requests.
- Ensured accurate order fulfillment, assisting servers with double-checking orders before delivery to guests.
- Supported kitchen staff by expediting food orders to dining area, ensuring hot and fresh service.
- Collaborated with other staff members to maintain high-level customer satisfaction.
- Streamlined food delivery process with strong communication skills between kitchen staff and servers, reducing wait times for customers.
- Communicated customer needs clearly to kitchen staff for fast, accurate orders.
- Contributed to a positive team environment by working cooperatively with fellow server assistants and other restaurant staff members.
- Consistently exceeded expectations in maintaining high standards of cleanliness throughout the restaurant during busy shifts.
- Processed payments for orders and provided customers with change.
- Maintained hygienic dining area, promptly cleaning tables and chairs after guest departures.
- Maintained cleanliness and order in dining area, setting high standard for guest experience.
- Received consistent positive feedback from both customers and management for exceptional attention to detail and commitment to excellent service.
Education
Certificate - Digital Marketing
Fearless Fusion Marketing
03.2025
Graduate Certificate - Nursing Assistant
Diamond Path Amplified
07.2024
High School Diploma - High School Level
Choma Secondary School
Choma, Zambia 11.2007
Skills
- Confident and empathetic when dealing with guests
- Fast leaner and exceptional communicator
- Excellent time Management skills
- Flexible and punctual
- Able to strive well under pressure
Accomplishments
Consistently received compliments from supervisors and guests for sharp presentation
Timeline
Bar supervisor assistant
Protea hotel
05.2021 - 01.2024
Front Office Assistant
Boyd Zulu
03.2018 - 06.2020
Server Assistant
Boyd Zulu
06.2016 - 02.2018
Certificate - Digital Marketing
Fearless Fusion Marketing
Graduate Certificate - Nursing Assistant
Diamond Path Amplified
High School Diploma - High School Level
Choma Secondary School