PILOT POINT OF SALE
Clive Munarwo
International Professional Butler
Johannesburg
Summary
Experienced Professional Butler with over 15 years of experience in Hospitality industry. Excellent reputation for resolving problems and improving customer satisfaction. I am a dedicated Hospitality professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
16
16
years of professional experience
7
7
years of post-secondary education
4
4
Certifications
4
4
Languages
Work History
Senior Lounge Administrator
Fireblade Aviation V.I.P Terminal O.R Tambo International Airport
Johannesburg
06.2022 - Current
- Maintained excellent attendance record, consistently arriving to work on time.
- Worked with customers to understand needs and provide excellent service.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Increased customer satisfaction by resolving issues.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Exceeded goals through effective task prioritization and great work ethic.
- Monitored company inventory to keep stock levels and databases updated.
- Used coordination and planning skills to achieve results according to schedule.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
Floor Supervisor
Four Seasons Hotel, WestCliff Johannesburg.
Johannesburg
08.2021 - 12.2022
- Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
- Held team meetings to gain feedback, provide updates and set policies.
- Trained team members in successful strategies to meet operational and sales targets.
- Met with management to discuss work plans and develop enhancements and strategies to achieve operational objectives.
- Created employee schedules to align coverage with forecasted demands.
- Evaluated work of twenty floor employees to improve performance.
- Submitted reports to senior management to aid in business decision-making and planning.
Restaurant Manager/Event Coordinator
SilvaSale Events Wanderers Club
Johannesburg
01.2018 - 12.2020
- Purchased adequate quantities of food, beverages, equipment and supplies.
- Developed, implemented and managed business plans to promote profitable food and beverage sales.
- Correctly calculated inventory and ordered appropriate supplies.
- Continuously evaluated business operations to effectively align workflows for optimal area coverage and customer satisfaction.
- Created fun team building activities to engage staff in up-selling to meet revenue targets.
- Carefully interviewed, selected, trained and supervised staff.
- Maintained safe working and guest environment to reduce risk of injury and accidents.
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Interacted positively with customers while promoting hotel facilities and services.
- Identified team weak points and implemented corrective actions to resolve concerns.
- Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
- Met, greeted and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
- Effectively managed payroll and timekeeping, and paperwork for new hires and terminations.
- Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.
Front of House Supervisor
Buitengeluk Conference, Restaurant and Wedding Venue.
Johannesburg
01.2015 - 12.2017
- Managed inventory through effectively ordering and stocking uniforms, linens, beverages and front of house supplies.
- Initiated server side-work chart rotation to promote solidarity and standard of cleanliness.
- Utilized Pilot and Micros software to create detailed employee training handbook to set standards for each position.
- Spearheaded daily social media presence to engage with customers and expand customer base.
- Reorganized bar and dining area, increasing efficiency 90%.
- Supervised dining table set-up to prepare for diversity of event types, following strict service standards.
- Drove excellent customer service through coaching, role modeling and incorporating customer feedback to reinforce and improve quality of service.
- Helped hosts and hostesses execute timely and efficient processes to drive first class guest service.
- Resolved guests complaints while maintaining positive customer environment.
- Demonstrated leadership by keeping up with cleanliness and organization and delegating roles to employees.
- Handled complaints, settled disputes and resolved grievances to maintain customer satisfaction.
- Maintained positive team environment by encouraging teamwork and respect in accordance with company mission.
Duty Manager
Morrells Boutique Venue
Johannesburg
02.2012 - 12.2015
- Initiated plans to improve customer relations, quality standards and service efficiency.
- Responded to customer concerns by providing friendly, knowledgeable support and maintaining composure and professionalism.
- Conducted continuous reviews of accounts, procedures and personnel to optimize processes and improve performance.
- Handled employee-related issues to improve performance, professional conduct and attendance reliability.
- Trained employees in essential job functions.
- Set goals for department and supported employees in meeting expectations.
- Established team priorities, maintained schedules and monitored performance.
- Maintained store equipment, printers and fax machines.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Head Butler
Morrells Boutique Venue
Johannesburg
01.2010 - 12.2012
- Inspected all cleaning and household tasks for alignment with quality standards.
- Arranged for extra bedding, linens, towels and furniture to satisfy guests.
- Maintained professional yet personable relationship with employer by observing social boundaries and standards of privacy and confidentiality.
- Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows and dusting.
- Provided staff coaching, mentoring and consultation to enhance performance and professional development.
- Entrusted to handle confidential and sensitive situations in professional matter.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Delivered services to customer locations within specific timeframes.
- Resolved problems, improved operations and provided exceptional service.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
Butler/Bartender
Plaka Greek Restaurant
Johannesburg
01.2009 - 12.2010
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Bussed tables during busy periods to assist staff and quickly turn over tables.
- Stored food in designated containers and storage areas to increase shelf life, improve kitchen organization and provide easy access during busy peak service times.
- Quickly reset and cleaned up tables after customers left to enable speedy turnaround and guest flow.
- Suggested appropriate food and drink pairings to increase per-ticket sales.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Met with chef to review daily specials and menu changes.
- Inspected dishes and utensils for cleanliness.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Stayed up-to-date on menu changes to help customers make food choices.
- Folded napkins and prepared silverware sets to provide adequate supply for host station.
- Informed customers about daily and seasonal specials.
Education
Ordinary Level -
Mukamba High School
Rusape Zimbabwe 01.1998 - 12.2001
Merit Certificate -
SOUTH AFRICAN BUTLERS ACADEMY
CAPETOWN SOUTH AFRICA 01.2016 - 06.2016
Level 2 Wines And Spirits -
WSET WINES ACADEMY
LONDON 01.2019 - 03.2021
AVSEC- General,Dangerous Goods, Air Side -
Cargo Learning Academy
Johannesburg 06.2022 - 11.2022
Skills
VIP Lounge experience
undefinedSoftware
MICROS POINT OF SALE
POWER TILL POINT OF SALE
DIGI POS POINT OF SALE
APEX
Certification
Merit butler certificate
Interests
Wine tasting
Hiking
Playing squash
Playing squash, gym , Hiking , wine tasting
To keep myself healthy and strong i do lots of sports that include Hiking, gym, and playing squash. and i do enjoy attending wine events and visiting wine farms. i have been to Stellenbosch in Capetown South Africa and visited a number of wine farms, i have leaned a lot and am still learning.
Additional Information
REFERENCES
Fireblade Aviation
Hospitality Manager
Charlotte Winnan
charlotte.winnan@firebladeaviation.com
+27105953952
SILVASALE EVENTS
DIRECTOR
MR PEDRO SILVA
pedro@silvasale.co.za
0027836504860
Timeline
Senior Lounge Administrator
Fireblade Aviation V.I.P Terminal O.R Tambo International Airport
06.2022 - Current
AVSEC- General,Dangerous Goods, Air Side -
Cargo Learning Academy
06.2022 - 11.2022
Floor Supervisor
Four Seasons Hotel, WestCliff Johannesburg.
08.2021 - 12.2022
Level 2 Wines And Spirits -
WSET WINES ACADEMY
01.2019 - 03.2021
Restaurant Manager/Event Coordinator
SilvaSale Events Wanderers Club
01.2018 - 12.2020
Merit Certificate -
SOUTH AFRICAN BUTLERS ACADEMY
01.2016 - 06.2016
Front of House Supervisor
Buitengeluk Conference, Restaurant and Wedding Venue.
01.2015 - 12.2017
Duty Manager
Morrells Boutique Venue
02.2012 - 12.2015
Head Butler
Morrells Boutique Venue
01.2010 - 12.2012
Butler/Bartender
Plaka Greek Restaurant
01.2009 - 12.2010
Ordinary Level -
Mukamba High School
01.1998 - 12.2001
Merit butler certificate
WSET wines and spirits certificate
AVSEC certificate
High school certificate
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