Esra Shen
London,UK
Summary
With several years in hospitality, I have developed strong communication, multitasking, and leadership skills. I am passionate about providing excellent service, supporting my team, and maintaining high standards of operation.
Overview
1
1
Certification
5
5
years of professional experience
Work history
Receptionist
Booking Office 1869 | St. Pancras Marriott Hotel
London, England
10.2025 - Current
- Welcoming and assisting guests in a professional and friendly manner.
- Managing reservations and guest seating using SevenRooms and OpenTable.
- Handling telephone calls, emails, and guest enquiries efficiently.
- Coordinating bookings, waitlists, and table allocations to maximise service efficiency.
- Providing detailed information about menus, events, and venue services.
- Coordinating with restaurant and bar teams to ensure smooth guest flow.
- Resolving guest requests and complaints while maintaining exceptional guest satisfaction.
- Processing payments and maintaining accurate booking records.
- Maintaining high standards of presentation and delivering a luxury hospitality experience.
Server / Receptionist
Clays Canary Wharf – Soho
London, UK
10.2025 - Current
- Delivered attentive and professional table service in a busy, high-volume restaurant.
- Greeted guests, presented menus, and provided knowledgeable food and beverage recommendations.
- Accurately took and processed food and drink orders using the POS system.
- Ensured timely service by coordinating effectively with the kitchen and bar teams.
- Maintained excellent knowledge of the menu, allergens, and daily specials.
- Resolved guest requests and concerns promptly to ensure a positive dining experience.
- Processed payments accurately and balanced bills at the end of service.
- Maintained high standards of cleanliness and table presentation throughout each shift.
Barista
The Toldpuddle Cafe
London, UK
08.2024 - 10.2024
- Crafted high-quality espresso beverages whilst ensuring adherence to health and safety standards.
- Provided exceptional customer service by anticipating needs and addressing queries promptly.
- Maintained cleanliness and organisation of work areas to create a welcoming environment for patrons.
- Assisted in training new staff members on coffee preparation techniques and customer interaction skills.
- Developed knowledge of menu items to effectively recommend products to customers based on preferences.
- Monitored inventory levels and communicated supply needs to management to avoid shortages.
- Enhanced bar efficiency by keeping work areas tidy and well-stocked.
Aircraft Wiring Technician
Fokker
Hoofddorp, Netherlands
08.2023 - 01.2024
- Installed and repaired wiring systems to ensure optimal aircraft functionality.
- Interpreted technical diagrams and schematics to execute precise wiring installations.
- Utilised specialised tools and equipment to complete wiring tasks effectively and safely.
- Assisted in training new technicians on wiring procedures and industry best practices.
Waitress
Barinaq Bar
Bursa, Turkiye
04.2021 - 08.2022
- Provided excellent customer service by attentively taking orders and addressing customer needs.
- Collaborated with kitchen staff to ensure timely delivery of food and beverages to patrons.
- Maintained cleanliness and organisation of dining area, ensuring a welcoming environment for guests.
Education
Bachelor's Degree - Tourism and Hotel Management
Dokuz Eylül University
IzmirSkills
- Excellent customer service and communication skills
- Strong leadership and team management abilities
- Conflict resolution and problem-solving under pressure
- Cash handling and POS system experience
- Inventory control and stock management
- Training, supervising, and motivating staff
- Knowledge of food & beverage operations and health & safety standards
- Ability to multitask in fast-paced environments
- Attention to detail and organizational skills
- Flexibility and adaptability in shift work
- Upselling techniques to increase revenue
- Event coordination and guest relations
- Time management and efficiency in high-demand environments
- Health & Safety compliance (HACCP, food hygiene standards)
- Cultural awareness and working with international guests
- Staff scheduling and rota planning
- Complaint handling with professionalism and empathy
- Opening & closing procedures and daily reporting
- Maintaining high standards of cleanliness and presentation
Certification
- Coffee Academy
- Classic Cocktails, Signature Cocktails, Wonderful World of Gin
- Tequila & Mezcal, Rum, Whisky, Brandy, Vodka, Fortified Wine (Advanced Knowledge Academy)
- Food Hygiene Level 2
- Gluten Free Training for Hospitality
- Food Allergy Awareness
- Fraud Prevention
- Legionnaires Disease Awareness
- Sexual Harassment Prevention
- Vulnerability Awareness (WAVE)
- Customer Service & Communication Skills
- Dealing with Unhappy Customers
- Cultural Sensitivity in Customer Service
Accomplishments
- Clays Cocktail Competition – Winner (Ember Gimlet)
- Awarded for creativity and innovation in cocktail design
Volunteer Experience
The Felix Project, London, 2024, Volunteered in food banks and distribution centers, Helped deliver fresh food to families in need, Actively contributed to community and social responsibility projects
Timeline
Receptionist
Booking Office 1869 | St. Pancras Marriott Hotel
10.2025 - Current
Server / Receptionist
Clays Canary Wharf – Soho
10.2025 - Current
Barista
The Toldpuddle Cafe
08.2024 - 10.2024
Aircraft Wiring Technician
Fokker
08.2023 - 01.2024
Waitress
Barinaq Bar
04.2021 - 08.2022
Bachelor's Degree - Tourism and Hotel Management
Dokuz Eylül University