KWAZI SHABALALA
Aoraki Mt Cook,New Zealand
Summary
Results-oriented Restaurant Manager with 7 years of experience leading teams to enhance customer relations and drive profitability. Delivered exceptional service that boosts customer satisfaction and loyalty. Expertise in staff management, operational efficiency, and strategic planning, combined with strong multitasking abilities and a focus on maintaining high service standards.
Overview
8
8
years of professional experience
Work History
Bartender
The Hermitage Hotel
Mt Cook, New Zealand
07.2025 - Current
- Provided exceptional customer service to enhance guest experience at the bar.
- Greeted and assisted customers with a warm welcome, seating them comfortably and addressing initial needs to create a welcoming atmosphere.
- Mixed cocktails and beverages according to established recipes and customer preferences.
- Served food and beverages using proper techniques, practicing responsible alcohol service.
- Take and relay food and beverage orders accurately, ensuring timely preparation and delivery to guests.
- Checked on guest satisfaction throughout meals, promptly handling complaints and concerns to maintain a positive dining experience.
- Explain menu items, promote specials, and provide recommendations based on customer preferences to enhance their dining experience.
- Collaborate with team members during busy periods to support smooth operations, including assisting with setup and inventory tasks.
- Assisted in training new bartenders on drink preparation and customer interactions.
- Collaborated with kitchen staff to ensure timely service of food and drinks.
- Managed inventory of bar supplies and communicated needs to management.
- Built relationships with regular customers to foster loyalty and enhance community feel at the bar.
- Developed good working relationships with fellow employees through effective communication.
- Maintain cleanliness by preparing and clearing tables, cleaning dining areas, and ensuring a hygienic environment.
- Ensured proper sanitation of bar area, glassware, utensils, and equipment.
- Process payments using POS systems, reconcile cash with sales, and handle transactions accurately.
- Operated cash register and Point of Sale (POS) system for transactions and made proper change for cash transactions.
- Implemented safety protocols for handling glassware and hazardous materials.
- Prepared cocktails from bar recipes and served wine, draft and bottled beer.
- Poured wine, beer, and cocktails for patrons.
Restaurant Assistant Manager
Eddels Sport and Social Club
Pietermaritzburg, South Africa
02.2019 - 07.2025
- Managed daily operations, including restaurant opening and closing procedures.
- Maintained customer satisfaction by addressing complaints and inquiries effectively.
- Oversaw bar management and ensured compliance with regulations.
- Executed directives from business directors, enhancing operational efficiency.
- Liaised with suppliers, ensuring accurate inventory levels and high-quality supplies.
- Organized special events and parties, boosting customer engagement and satisfaction.
- Ensured dining facilities met health regulations and maintained a clean, appealing environment.
- Conducted weekly inventory reports for both bar and restaurant, managing stock efficiently.
Bar Tender
Roco Mama's Pub & Grill
Pietermaritzburg, South Africa
01.2023 - 02.2025
- Fostered welcoming atmosphere by greeting and engaging with customers.
- Took orders, made drink recommendations, and informed customers about menu items and specials.
- Prepared and served beverages according to recipes, ensuring prompt service and proper garnishing.
- Cultivated rapport by learning preferences and addressing questions, promoting customer loyalty.
- Verified customer age by checking identification, adhering to legal regulations for alcohol service.
- Processed payments accurately, balancing the register and providing correct change.
- Managed inventory by tracking stock levels, ordering ingredients, and maintaining proper labeling.
- Ensured cleanliness and safety by maintaining bar areas and adhering to food safety regulations.
Restaurant Manager
Blue Haze Country Lodge
Escourt, South Africa
09.2017 - 01.2019
- Managed restaurant bar and banquet operations for up to 110 guests per shift.
- Maintained operational standards, consistently hitting targets in customer satisfaction and waste reduction.
- Resolved customer issues through effective conflict resolution strategies, ensuring positive guest experiences.
- Ensured positive experiences by addressing concerns and complaints efficiently.
- Trained 25 new employees in compliance and operational standards, enhancing team readiness and service quality.
- Identified training needs and organized professional development opportunities, strengthening skills of food and beverage team.
- Oversaw inventory management and supply ordering for kitchen and dining areas.
- Greeted guests, took reservations, and assisted with order placements.
Education
Post Graduate Certificate - Education
University of South Africa
Pietermariztburg, South Africa02.2020
Bachelor of Science - Tourism Management
Durban University of Technology
Durban, South Africa01.2015
Higher National Diploma - Eco Tourism Management
Durban University of Technology
Durban, South Africa01.2011
Skills
- Cocktail preparation skills
- Alcohol service
- POS system operation
- Food safety standards
- Customer service
- Customer satisfaction
- Customer relations
- Service orientation
- Telephone etiquette
- Operations management
- Inventory management capabilities
- Problem solving
- Conflict resolution
- Results-oriented mindset
Accomplishments
- Bachelors Degree in Tourism Management
- National Diploma in Ecotourism Management
- LCQ Certificate
- Diageo Certificate Level l and Level ll
- Led team to achieve 5 star ratings, earning recognition from upper management and financial reward.
- Consistently maintained high customer satisfaction ratings.
References
- Mr Daren Furing, Food and Beverage Manager, The Hermitage Hotel, Mt Cook, New Zealand, +64 3435 1616, daren.furing@hermitage.co.nz
- MR. Rickey Reewith, General Manager, Eddels Sport and Social Club, Pietermaritzburg, South Africa, South Africa, +2776 803 3457, rreewith@gmail.com
- Mr. S. P Zondi, General Manager, Blue Haze Lodge, Estcourt, South Africa, South Africa, +2781 483 3730, Zondin@hotmail.com
- Mr Tlo Molefe, General Manager, Roco Mama's Bar and Grill, Pietermaritzburg, South Africa, South Africa, +2770 9863 5698, tlo.molefe@gmail.com
Languages
- Isizulu
- English
Timeline
Bartender
The Hermitage Hotel
07.2025 - Current
Bar Tender
Roco Mama's Pub & Grill
01.2023 - 02.2025
Restaurant Assistant Manager
Eddels Sport and Social Club
02.2019 - 07.2025
Restaurant Manager
Blue Haze Country Lodge
09.2017 - 01.2019
Post Graduate Certificate - Education
University of South Africa
Bachelor of Science - Tourism Management
Durban University of Technology
Higher National Diploma - Eco Tourism Management
Durban University of Technology