Kevine Kapend
Hospitality
London,NWM
Summary
Having worked within various sectors; Customer service, hospitality, front of house, working within fast paced production/warehouse sites, bartending, COVID-19 testing sites and cleaning. I have gained a lot of extensive experience over the last 8 years. Therefore, I can pride myself with being both: a hard working individual, as well as also being a forward focused employee and an even better colleague. Overall, I am self-motivated and proactive in nature. Remembering whatever role I position myself in; my morals, attributes and values will always be instilled within me. Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximise customer satisfaction. Offers strong background in customer relations and communication.
Overview
8
8
years of professional experience
7
7
years of post-secondary education
Work History
Temp concierge
Mint people
03.2024 - Current
- Greeting customers as first point of contact, managing any request/complaints that residents may have, patrolling sites numerous times through the shift to ensure safety and security, scanning and sorting out any parcels delivered to or picked up by residents once delivered, maintaining the building i.e
- Reporting any faults or unusual activities, also ensuring the cleanliness of the site, ensuring all CCTV is working at all times through the shift, taking any messages tenants may have regarding flats within the site
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions
- Maintained front desk's concierge book to provide visitors with access to relevant local information
- Maximized guest satisfaction by promptly addressing concerns and resolving issues
- Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure
- Contributed to a positive work environment by maintaining a professional demeanor at all times
Temp Hospitality assistant/ Bartender, Head catering assistant and waitress
Jubilee recruitment
02.2023 - 11.2023
- Making and serving various drinks at events for customers at different locations behind the bar, preparing and serving food to staff at Eurostar as catering assistant, refilling vending machines and rotating stock, carrying out delivery tasks on delivery days, and arranging delivery neatly inside fridges and freezers, liaising with members of staff from other departments sorting out hospitality days i.e
- Teas, coffee, biscuits, lunch etc., overseeing other members of staff when it comes to attendance, duties around the kitchen and cleaning, carrying out any relevant paperwork such as delivery, invoices, registration, hospitality sheets and corresponding emails between staff and agencies
- Planned and executed more than 6 special events per year
- Identified and resolved customer complaints concerning food or lodging
- Enhanced guest satisfaction by providing exceptional customer service and promptly addressing concerns
Night Production staff
The bread station now known as the Snapery East
08.2022 - 09.2023
- Packing away breads and pastries for different shops within our order list around East, South, North and West London, assisting bakers with baking and any finishing touches to pastries and bread when most busy, printing out delivery sheets for each shop alongside shop order which will be placed inside boxes/bags with packed bread and pastries, ensuring any deliveries we receive are neatly packed away and signed off, ensuring to clean as we work as we work in a food hygiene environment so maintaining a clean environment is crucial to good standards of hygiene, writing up a summary report of the night to pass onto bakers arriving in the morning/ also ensuring morning production sheets are printed out ready for morning production
- Self-motivated, with a strong sense of personal responsibility
- Assisted with day-to-day operations, working efficiently and productively with all team members
- Demonstrated respect, friendliness and willingness to help wherever needed
- Paid attention to detail while completing assignments
Temp Hospitality agency worker catering assistant, bartender and Waitress
Berkeley Scott
03.2022 - 01.2023
- Working at various locations as part of the hospitality team, working as a bartender, waitress, catering assistant and events staff, working at the Carlton tower Jumeirah hotel as a catering assistant (2022), responsibilities included but not limited to preparing different types of salads in the morning ready for lunch and evening services, making sandwiches and baguettes from scratch for lunch to be displayed in the deli bar, working alongside the chef to assist and set up food for lunch and evening service, serving staff both internal and external/contractors at lunch and evening, responsible for any health and safety paperwork that is to be completed at the end
- Worked under constant deadlines that required prioritizing tasks and flexible hours
- Played an instrumental role in securing new business opportunities through strategic networking efforts and targeted marketing campaigns
- Attended and participated in training, meetings and workshops
Seasonal Warehouse operative
M&S Food distribution site
11.2021 - 02.2022
- Responsible for inducting and take off working with the M&S pick robots, ensuring each Robot had been properly inducted with 4 totes and four labels to their specific locations in order for them to be sent to the pickers, other responsibilities included helping out with the loading and organization of totes and crates in specific trailers and organizing ready picked totes in front of their bays ready to be loaded and shipped to relevant M&S stores, marshalling ready-made tote orders from one side of the warehouse, scanning them onto the system and diverting them to relevant bays ready to be shipped
- Proven ability to learn quickly and adapt to new situations
- Self-motivated, with a strong sense of personal responsibility
- Worked well in a team setting, providing support and guidance
University End of tenancy cleaner
University of Birmingham, BCU Newham University
06.2021 - 11.2021
- Ensuring each room are thoroughly inspected before beginning cleaning process, collecting relevant cleaning equipment from inventory as well as chemicals/solutions to carry out effective deep cleaning, when deep cleaning remembering to carry and wear appropriate personal protective gear to ensure no contamination of bacteria happens etc., ensuring each room are given the same amount of care when it comes to deep cleaning, checking each corner and using the two-step method at all times making sure to first clean and disinfect as well, especially has it was during the pandemic, also remembering to finish the cleaning with a deep clean/wash of each cupboard/cooking equipment and/or toilets, keeping hygiene as a number one factor in mind whilst carrying out deep cleans, regardless of how dirty or long of a job it may be
- Cleaned and sanitized bathrooms, kitchens and other similar areas according to established protocols
- Performed deep-cleaning tasks for carpets, upholstery, and window treatments to extend their lifespan and maintain appearance
Bar Team Member
Stonegate pubs/ Reflex Broad Street
02.2020 - 09.2021
- Making and serving drinks at the bar for customers, ensuring uniform and presentation is always kept up, always remembering to provide the best customer service behind the bar, in good time, ensuring customers are met with a smile and made to always feel extremely comfortable whilst in our bar, always reflecting the Stonegate company values in every instance, ensuring health and safety rules are always adhered to, ensuring bar area is always kept clean, to avoid any accidents that may potentially lead to a situation worsening, applying all health and safety teachings whenever necessary, including COSHH
- Enhanced customer satisfaction by providing exceptional service and promptly addressing concerns
Covid-19 tester/ Registration and recorder- Asymptomatic testing
Waverley School- Birmingham
01.2021 - 08.2021
- On a day to duty working within a testing Centre at a school, my role was split between registration and recording, being trained in all areas of Covid testing using a lateral flow device (LFD) I am confidently able to switch between each role within the Centre, combining these two roles in particular on a day to day enabled me to further adapt my skill set, first point of contact for staff, students and/or visitors, ensuring everyone is greeted with a warm and welcoming energy/with a smile as it can be a very tense environment, it is extremely important to be vigilant while taking and recording results, as well as administering tests and accuracy was extremely important
- Developed training materials and facilitated workshops for new employees on proper records management procedures
- Safeguarded vital documents from potential damage through proper handling techniques and adherence to environmental control protocols within storage facilities
- Assisted with large-scale digitization projects, converting paper records to electronic format for improved accessibility and preservation efforts
Temporary cleaner
Elmhurst ballet school
08.2021 - 12.2020
- Responsible for cleaning the girls' dorms, going room to room carrying out duties such as vacuuming, cleaning all mirrors and surface points with the correct cleaning solutions and equipment, whilst carrying out the cleaning within each room and along the hallways, communal bathrooms/toilets and TV rooms, ensuring all touch points on each door each were cleaned and sanitized thoroughly
- Cleaned and polished glass doors, mirrors and other surfaces to maintain professional appearance
Catering assistant/waitress
Blue Arrow Newcastle under Lyme/Birmingham branch
03.2018 - 08.2020
- Preparing food on time to ensure that customers dine at the right times, processing orders that are given by our diners, handling payments at the checkout, ensuring customers' needs are taken care of to an appropriate standard, taking care of any special diets that customers may have, ensuring food is handed to customers on time and in a professional manner, ensuring customers are greeted in a polite and friendly manner, interacting with different types of people within the catering role, such as chefs, supervisors etc., making sure kitchen is left to the highest standard possible after service, taking on pot washing after service
- Assisted in the preparation and presentation of food, ensuring high-quality standards were maintained
- Provided friendly, courteous service to create memorable moments for guests
- Trained new Catering Assistants on company policies and procedures, fostering a cohesive team environment
Seasonal retail Assistant/Warehouse stock room operative
Debenhams/First Personnel (Dudley) Wolverhampton, Bell Street
11.2019 - 03.2020
- Receiving stock and ensuring all stock is unpacked, hung and priced with pricing gun, once stock is priced and ready, I was responsible for taking stock to designated areas on any/all shop floors, making sure customers are pointed in the right areas and all their queries are handled in a polite and swift manner, once stock is taken out of waste materials such as boxes, papers, plastics etc., place waste into separate designated bins ready for pick up in the morning, ensuring shop floors were kept to a clean standard, making it easier for customers to shop, responsible for making discount changes on shop floor, as well as on items that needed changing, in charge of creating attractive displays on both mannequins and stands to attract customers to different items
Support worker
Reto Care - Ground Floor, Aynsley Mill Sutherland Road, Longton Stoke on Trent Staffordshire ST3 1HH
01.2018 - 07.2018
- Supported Service Users to maintain person hygiene (wash, shower or bathing) and give service users their daily medication at the specified times, including preparing and serving breakfast, lunch and/or dinner, maintaining Service Users living environment clean, interacted with service users make them feel more comfortable at home- do this with a friendly and polite manner, respected service users and went above and beyond to provide the best possible service towards them
- Adapted quickly to changing work environments while maintaining high levels of productivity and professionalism under pressure
- Enhanced the quality of care for clients by providing personalized support and assistance with daily living activities
Seasonal warehouse Operative/Retail assistant
Sports direct Heathcote Rd, Longton, Stoke-on-Trent ST3 2NU
11.2017 - 01.2018
- Supported customers with their shopping i.e
- Assisting customers in packing shopping, handing money while taking payment from customers whether that be with card, cash or using vouchers/reward systems, ensuring goals are met i.e
- Promoting new brands at the till or products, ensuring the shop floor was kept clean and tidy at all times, directing customers in the right directions, when it came to products within the shop, collecting online orders from the stock room for customers to collect, maintaining the stock room after order collections
- Greeted customers, helped locate merchandise, and suggested suitable options
- Enhanced store appearance through diligent merchandising and regular upkeep of displays
- Answered incoming calls and emails to provide product information, features and benefits
Temporary Tele sales advisor
Euro seal- Trinity Street, Stoke on Trent, ST1 5LQ
06.2016 - 09.2016
- Keeping desk area clean and up to the best standard possible, in order to achieve efficient work, representing outbound sales team, working productivity within the environment to ensure targets are met when reaching potential customers across the UK, promoting our market leading sales and products, whilst attempting to reach potential customers, ensure attitude and phone manner is polite and respectful- as the customer (potential customer) is always right, ensure that mentality and technique is applied, considered and used within every call, remembering that service and integrity is KEY, building a relationship and rapport with customers over the phone, using a consultative approach
- Increased sales by offering advice on purchases and promoting additional products
- Listened to customer details and offered matching solutions to meet wide range of requirements
- Assisted customers with after-sales support, resolving issues quickly and maintaining high satisfaction levels
Education
GCSEs - English Language (A)English Literature (B)Information technology (B)Geography(B)French(A)Math's (B)Biology (A)Chemistry (B)Physics (C)Performing Arts (A)Art (A)
Thistley Hough Academy
Stoke on Trent 09.2011 - 06.2016
A levels - Law (A)Sociology(A)Biology(B)Music Composition and Performance (B)
The City of Stoke On Trent Sixth Form College
Stoke on Trent 09.2016 - 06.2018
Skills
Communication- Brilliant written and verbal communication skills when talking to people from all different walks of life I feel extremely comfortable communication with any one I meet in general not only within a working environment I'm great at conflict resolution and negotiation
Leadership- While working at Eurostar I managed a small group within a kitchen environment AS we did not have a chef's manager or supervisor I stepped up to the task- did so quite comfortably too I ensured each member of staff both old and new were confident at their role and properly inducted, ensured deliveries were handled during delivery days, took care of all hospitality needs in and around the departments and many more leadership activities
Computer skills- I am very competent when it comes to IT, I did very well in GCSE for IT Finding it very easy to navigate technology and also teach others
Customer service- Having worked within customer service I am very up to date on the standards and practices within a customer service environment, therefor I excel extremely well in Customer service
Teamwork skills- I work extremely well within a team environment as well as independently Throughout the years I've worked in many diverse teams at numerous roles, I have never had a hard time fitting in
Problem Solving- I am consistently observing my surroundings and thinking Whatever problem/issue I'm presented I am efficiently able to solve it just by taking my time, assessing the situation and methodically creating a plan to work it out
Time management- Excellent time management skills having worked in fast paced environments such as hospitality and industrial- time is extremely important It's a skill in which I feel I have close to perfected as knowing the importance of timing yourself in certain tasks, especially when deadlines and customers are involved
Strong Work Ethic
Telephone Etiquette
Cash Handling
Hospitality
Excellent Multitasking
Accomplishments
References
References are available upon request.
Languages
French
Intermediate (B1)
English
Advanced (C1)
Lingala
Advanced (C1)
Timeline
Temp concierge
Mint people
03.2024 - Current
Temp Hospitality assistant/ Bartender, Head catering assistant and waitress
Jubilee recruitment
02.2023 - 11.2023
Night Production staff
The bread station now known as the Snapery East
08.2022 - 09.2023
Temp Hospitality agency worker catering assistant, bartender and Waitress
Berkeley Scott
03.2022 - 01.2023
Seasonal Warehouse operative
M&S Food distribution site
11.2021 - 02.2022
Temporary cleaner
Elmhurst ballet school
08.2021 - 12.2020
University End of tenancy cleaner
University of Birmingham, BCU Newham University
06.2021 - 11.2021
Covid-19 tester/ Registration and recorder- Asymptomatic testing
Waverley School- Birmingham
01.2021 - 08.2021
Bar Team Member
Stonegate pubs/ Reflex Broad Street
02.2020 - 09.2021
Seasonal retail Assistant/Warehouse stock room operative
Debenhams/First Personnel (Dudley) Wolverhampton, Bell Street
11.2019 - 03.2020
Catering assistant/waitress
Blue Arrow Newcastle under Lyme/Birmingham branch
03.2018 - 08.2020
Support worker
Reto Care - Ground Floor, Aynsley Mill Sutherland Road, Longton Stoke on Trent Staffordshire ST3 1HH
01.2018 - 07.2018
Seasonal warehouse Operative/Retail assistant
Sports direct Heathcote Rd, Longton, Stoke-on-Trent ST3 2NU
11.2017 - 01.2018
A levels - Law (A)Sociology(A)Biology(B)Music Composition and Performance (B)
The City of Stoke On Trent Sixth Form College
09.2016 - 06.2018
Temporary Tele sales advisor
Euro seal- Trinity Street, Stoke on Trent, ST1 5LQ
06.2016 - 09.2016
GCSEs - English Language (A)English Literature (B)Information technology (B)Geography(B)French(A)Math's (B)Biology (A)Chemistry (B)Physics (C)Performing Arts (A)Art (A)
Thistley Hough Academy
09.2011 - 06.2016
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