Janet Mbugua

• Acted as the primary point of contact for a high-volume, upscale sports bar, delivering a
seamless and engaging guest journey from arrival to departure.
• Provided exceptional, personalized service to a diverse clientele, including VIPs, tourists,
and local guests, consistently exceeding expectations and enhancing brand loyalty.
• Achieved and maintained a 98% guest satisfaction rate by effectively handling inquiries,
complaints, and special requests with professionalism and quick resolution.
• Coordinated closely with operations, bar, and kitchen teams to manage peak-hour flow,
optimize seating, and ensure smooth service during major sports events and high-traffic
periods.
• Proactively identified guest needs and implemented value-added service initiatives,
contributing to increased customer retention and repeat visits.
• Leveraged strong product knowledge to upsell menu items, signature drinks, and
promotions, directly supporting revenue growth.
• Managed reservations, VIP bookings, and event hosting, playing a key role in delivering
successful themed nights and high-profile match events with record attendance.
• Consistently upheld Dubais premium hospitality standards, reinforcing the venues
reputation for excellence and vibrant guest experience.

• Led and coached a high-performing sales team, driving productivity, improving conversion
rates, and consistently achieving sales targets.
• Provided ongoing training, mentoring, and performance feedback, enhancing team
capabilities and developing future sales talent.
• Collaborated with cross-functional teams (marketing, product, and customer service) to
align sales strategies with overall business objectives and maximize market penetration.
• Built and maintained strong relationships with key clients and stakeholders, improving
customer satisfaction, retention, and long-term loyalty.
• Monitored team performance using KPIs, identifying gaps and implementing corrective
action plans to improve results.
• Contributed to revenue growth and business expansion through proactive sales initiatives
and market engagement.

• Provide guidance, coaching, and performance feedback to team members to support their professional development and enhance their sales skills and capabilities.
• Collaborate with cross-functional teams, including marketing, product development, and customer service, to ensure alignment and integration of sales efforts with overall business objectives.
• Cultivate and maintain strong relationships with key clients, partners, and stakeholders to enhance customer satisfaction, retention, and loyalty.

• Delivered exceptional customer service in a high-end retail environment, ensuring a
premium shopping experience aligned with Dubais luxury retail standards.
• Actively engaged with customers to identify needs and recommend suitable products,
driving higher conversion rates and customer satisfaction.
• Demonstrated strong product knowledge to effectively present features and benefits,
contributing to increased sales and upselling opportunities.
• Consistently achieved and exceeded individual sales targets, supporting overall store
revenue growth.
• Built strong relationships with customers, ensuring repeat business and brand loyalty
through proactive follow-ups and personalized service.
• Handled customer inquiries related to products, pricing, and availability with
professionalism and efficiency.
• Collaborated with team members and management to maintain visual merchandising
standards and optimize in-store customer experience.

• Managed cash and card transactions with high accuracy, ensuring compliance with financial
procedures and minimizing discrepancies.
• Balanced cash drawer at the end of each shift, maintaining accurate financial records.
• Delivered a welcoming first impression by greeting and assisting guests, managing waiting
lists, and coordinating smooth seating arrangements.
• Ensured efficient table rotation and guest flow, optimizing service during peak hours.
• Provided menus, explained offerings, and addressed initial guest inquiries with
professionalism.
• Monitored guest satisfaction throughout their visit, handling complaints effectively to
maintain service quality.
• Supported overall restaurant operations by maintaining a positive dining experience and
high service standards.

• Delivered efficient cash handling and transaction processing, ensuring full compliance with
company policies and procedures.
• Actively upsold and cross-sold products, contributing to increased sales and improved
customer experience.
• Promoted loyalty programs, promotions, and offers, driving repeat business and customer
retention.
• Maintained and reconciled cash drawer accurately at the beginning and end of each shift.
• Ensured adherence to security, compliance, and fraud prevention procedures, safeguarding
company assets.
• Provided high-quality customer service in a fast-paced environment, handling inquiries and
resolving issues promptly.