A dynamic and enthusiastic professional in the customer service field with over 10 years of experience within hospitality, tourism and management. I am a self-motivated team player, with the ability to prioritise multiple responsibilities in a fast and demanding environment, with extensive knowledge and experience in the field of customer service. Personal and professional traits include; excellent planning and organisation skills, self-confidence and perseverance, and the ability to work in an international multi-cultural environment, with sensitivity and respect for diversity.
Hi, I’m
Denis Uka
Waiter
Vantaa,Uusimaa
Summary
Overview
9
years of professional experience
Work History
Strawberry - Clarion Helsinki AirportVantaa, Finland
Restaurant Waiter
05.2024 - Current
Job overview
- Operated POS terminals to input orders, split bills and calculate totals.
- Enforced minimum age requirements for consumption of alcoholic beverages by checking identification.
- Greeted customers, answered questions and recommended specials to increase profits.
- Communicated with hosts, bussers and kitchen staff to prepare for and serve customers.
- Increased beverage sales with food and drink pairing suggestions to suit unique customer preferences.
- Promoted desserts, appetizers and specialty drinks to optimize sales.
- Communicated with kitchen staff to stay updated on item availability and customer wait times.
- Presented menus to patrons, answered questions about menu items and made recommendations.
- Greeted guests with friendliness and professionalism.
Veljekset KeskinenTuuri, Finland
Waiter
06.2023 - 05.2024
Job overview
- Delivered food from kitchen, fulfilling additional requests to maximize guest satisfaction
- Communicated with kitchen staff to stay updated on item availability and customer wait times
- Maintained knowledge of menu items, ingredients and preparation methods to assist guests with menu selection
- Helped customers select menu items by suggesting courses, explaining specials and answering food preparation questions
- Informed customers about specials, upselling additional food and drink items
- Completed opening and closing checklists to ensure smooth restaurant operations
- Suggested additional items to customers to increase restaurant sales
- Presented menus to patrons, answered questions about menu items and made recommendations
- Rolled silverware and set up food stations and dining areas to prepare for next shift or large parties
- Prepared salads, appetizers and garnishes to assist kitchen staff
- Explained menu options to guests, offered suggestions and took orders for food and beverages
- Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
Hotel GardenPristina, Kosovo
Receptionist
10.2022 - 06.2023
Job overview
- Answered and directed incoming calls using multi-line telephone system
- Served visitors by greeting, welcoming and directing to appropriate personnel
- Greeted and directed visitors to appropriate personnel and answered average of 300 calls and emails daily
- Scheduled and confirmed appointments and meetings for management team
- Oversaw office inventory by restocking supplies and submitting purchase orders
- Handled conference room scheduling, collaborating with meeting organizers on logistics and catering
- Greeted customers, answered general questions and directed to appropriate locations
- Greeted visitors entering establishment to determine nature and purpose of visit.
Che Bar GroupPrishtina, Kosovo
Head Waiter
09.2020 - 10.2022
Job overview
- Handled customer complaining professionally, resolving issues through diplomatic acknowledgement and commitment to service
- Monitored restaurant rush across special days and seasons and designed schedules to optimize coverage
- Used communication and problem-solving skills to resolve customer complaints and promote long-term loyalty
- Offered advice and assistance to customers, paying attention to special needs or wishes
- Greeted new customers, discussed specials and took food and beverage orders
- Stayed up to date on menu changes to help customers make food choices.
Vitax HospitalityDhahran, Saudi Arabia
Supervisor
12.2019 - 09.2020
Job overview
- Guided and coached staff to achieve individual growth and sales production targets
- Trained and led talented teams to surpass objectives
- Developed and enforced safety standards and procedures for food quality and sanitation purposes
- Assisted with balancing, identifying and reconciling daily transactions
- Assured strict adherence to corporate guidelines and metrics
- Identified problems and proposed solutions to management team
- Set and managed schedules to give proper coverage to required areas and meet customer service demands
- Provided personalized, friendly and knowledgeable services to drive customer satisfaction, increase new account production and attain each monthly target
- Interviewed, hired and trained employees on new procedures and requirements
- Analyzed accounts and processes to improve customer experience
- Offered instruction, coaching and motivation to employees during shift
- Planned, organized and monitored resources to ensure efficient use of labor, equipment and materials.
MonroePrishtina, Kosovo
Mixologist
02.2018 - 11.2019
Job overview
- Provided quality control when creating house-made infusions, daily juice and preparations to eliminate downtime and maximize revenue
- Prepared mixed drinks, and poured wine, beer and non-alcoholic beverages
- Set effective employee schedules that maintained coverage at peak times and minimized labor costs
- Devised unique events and special promotions to drive sales
- Maximized employee morale and corrected performance issues according to established standards
- Balanced tills accurately, handled cash, processed credit card payment batches and prepared bank deposits
- Maintained familiarity with latest trends in mixology, bar equipment and sanitation standards
- Made engaging connections with guests to create loyalty.
Hotel Princi i ArberitPristina, Kosovo
Hotel Operational Assistant
05.2017 - 12.2017
Job overview
- Delivered an exceptional level of service to each customer by listening to concerns and answering questions
- Obtained documents, clearances, certificates and approvals from local, state and federal agencies
- Responsibly managed daily activities planning to ensure consistent smooth running of booking, upkeep of rooms, resultants, bar, and outdoor activities
- Responsible for creative design for prominent project
- Developed new process for employee evaluation which resulted in marked performance improvements
- Monitored multiple databases to keep track of all company inventory
- Adeptly handled communications of inbound calls per day, generating good revenue
- Created itineraries, booked travel, and managed expenses for Special Guest and employees.
Momo RestaurantPristina, Kosovo
Head Waiter
09.2015 - 03.2017
Job overview
- Control and evaluate credit cards proposed by TEB branches throughout Kosovo
- Tended to buffet and made sure food items were quickly replenished
- Bussed and reset tables and kept dining room and work areas clean
- Answered telephones and completed financial transactions for other team members
- Provided friendly and attentive service
- Seated guests by pulling out chairs, placing clean and current menus in front of guests and recording accurate drink orders
- Observed tables to promptly respond to requests and refill beverages
- Pleasantly greeted guests and offered to take drink orders while assisting with menu familiarization
- Maintained clean and presentable tables with tableware, spotless glassware, silverware and linens
- Assisted co-workers with routine and challenging tasks
- Maintained high standards of cleanliness and sanitation
- Offered upbeat and personable service to customers
- Addressed diner complaints with kitchen staff and served replacement menu items promptly
- Guided guests through menus while demonstrating thorough knowledge of food, beverages and ingredients
- Served beverages, breads and butter and replenished items as necessary
- Completed finishing touches such as garnishes on dishes before final delivery
- Up-sold alcoholic beverages, starters and desserts
- Continually monitored dining rooms for seating availability, service, safety and well being of guests
- Reported accidents, injuries or unsafe work conditions to manager
- Delivered quality service by providing warm and welcoming environment
- Assisted in cashiering and Point of Sale (POS) system procedures during busy hours
- Demonstrated genuine hospitality while greeting and establishing rapport with guests
- Worked closely with chef to provide tasty options for guests with food allergies or intolerances
- Upheld standards of cleanliness, food handling and safety.
Education
Hamez JahariSkenderaj
High School Degree from Natural sciences
University Overview
Skills
- Windows and Mac-OS
- MS Office (Word, Excel, PowerPoint, Outlook)
- Social Media
- Fine Dining
- Wine Knowledge
- Guest Relations
- Menu Memorization
- Dining Customer Service
- Sales Techniques
- Customer Service
- Calm Under Pressure
Skills
Skills
Windows and Mac-OS, MS Office (Word, Excel, PowerPoint, Outlook), Social Media, Wine Knowledge, Guest Relations, Menu Memorization, Dining Customer Service, Sales TechniquesReferences
References
Please find the job references attachedHobbies and Interests
Hobbies and Interests
- Travelling
- Photography
- Reading
- Football
Languages
Languages
Native language, Proficient spoken and written, Fluent spoken and basic written, Basic spoken, Basic spoken, BeginnerLanguages
Finnish
Beginner
A1
English
Advanced
C1
German
Intermediate
B1
Albanian
Proficient
C2
Timeline
Restaurant Waiter
Strawberry - Clarion Helsinki Airport
05.2024 - Current
Waiter
Veljekset Keskinen
06.2023 - 05.2024
Receptionist
Hotel Garden
10.2022 - 06.2023
Head Waiter
Che Bar Group
09.2020 - 10.2022
Supervisor
Vitax Hospitality
12.2019 - 09.2020
Mixologist
Monroe
02.2018 - 11.2019
Hotel Operational Assistant
Hotel Princi i Arberit
05.2017 - 12.2017
Head Waiter
Momo Restaurant
09.2015 - 03.2017
Hamez Jahari
High School Degree from Natural sciences
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