Zeinab Keaik

Joining Big Mamma Group at the launch of Barbarella allowed me to be part of a brand-new restaurant, where I quickly developed expertise in delivering high-quality Italian hospitality in a fast-paced environment. I gained an in-depth understanding of Italian cuisine, including regional origins, traditional ingredients, and culinary techniques, which I used to educate guests and enhance their dining experience. I leveraged my previous restaurant experience to provide smooth, efficient, and memorable service, managing my tables independently while maintaining a welcoming and professional atmosphere. My role required multitasking, upselling, and delivering attentive service in a high-volume setting, ensuring guests received a premium experience aligned with the Big Mamma brand standards.

Although my time at The Ivy Asia was brief, it was an incredibly valuable experience working within a high-volume, premium restaurant environment. The fast-paced nature of the restaurant strengthened my ability to remain composed under pressure while delivering exceptional service standards. I managed my own section and tables independently, ensuring guests received attentive, efficient, and personalised service. I developed strong multitasking skills by balancing speed of service with creating a relaxed and memorable dining experience. Responsibilities included handling guest allergies with precision and care, upselling menu items, and confidently guiding guests through food and beverage selections to enhance their overall experience.

Following the pandemic, I returned to Caviar House & Prunier in my previous sales role before proactively seeking to expand my expertise within the restaurant division. Eager to broaden my knowledge of hospitality operations, I transitioned into the restaurant team, starting as a waitress and quickly developing a full understanding of front-of-house operations, including food service, beverage preparation, and premium guest service standards. Through consistent performance, reliability, and leadership ability, I was promoted to Supervisor. In this role, I was responsible for opening and closing the restaurant, managing daily operations, and overseeing staff in the absence of senior management. I created and managed rotas, delegated responsibilities, and ensured smooth service during busy periods. My responsibilities also included stock control, managing deliveries, completing administrative paperwork, and resolving operational issues efficiently. I handled customer complaints professionally, maintaining the brand's luxury reputation while ensuring positive guest experiences. This progression reflects my ambition, adaptability, leadership skills, and ability to take on increasing levels of responsibility within a premium hospitality environment.

During the COVID-19 pandemic, I transitioned into a factory-based production role, demonstrating adaptability and commitment during a critical period for the business. Working in a fast-paced manufacturing environment, I was responsible for ensuring production targets were met accurately and efficiently to guarantee timely distribution to stores. This role strengthened my ability to work under pressure while maintaining precision and consistency. I followed detailed production manuals and recipes to ensure products met strict quality and brand standards. Accuracy was essential, as even small errors could affect large production batches. My responsibilities included preparing and packaging doughnuts for distribution, managing product labelling, monitoring expiry dates, and ensuring correct date coding in line with food safety regulations. I developed strong attention to detail, time management, and teamwork skills while maintaining high hygiene and safety standards.

Working at Caviar House & Prunier marked a significant step up in my retail career, moving into luxury food sales and specialist product knowledge. As a Caviar Expert, I developed in-depth knowledge of different caviar varieties, sturgeon species, their origins, flavour profiles, and the unique characteristics each type offers. I delivered a premium, experience-led service by educating customers on taste notes, texture, and pairing recommendations, transforming each interaction into a luxury tasting journey rather than a simple transaction. This consultative sales approach enabled me to confidently sell high-value products while building trust and long-term customer relationships. Alongside sales, I managed key operational responsibilities including daily stock counts, forecasting and placing stock orders, liaising with the warehouse to resolve delivery issues, and maintaining accurate inventory records. I regularly handled client orders via phone and email, ensuring attention to detail and a high standard of customer care. I was also responsible for opening and closing the concession, including till management, cash reconciliation, and ensuring the counter was maintained to premium brand standards at all times.

Krispy Kreme was my first role in customer service and provided a strong foundation in sales and communication. Working at the Selfridges concession elevated the experience, as we sold exclusive, premium-priced doughnuts available only at Selfridges. This required a more consultative sales approach and the ability to confidently promote higher-value products to customers unfamiliar with them. I consistently performed as one of the top sellers in the team by building rapport with customers, understanding their preferences, and confidently upselling premium items. This role significantly strengthened my communication, persuasion, and customer engagement skills. In addition to sales, I was trusted with key operational responsibilities, including opening and closing the concession, handling end-of-day cash reconciliation, processing stock counts, recording stock loss, and updating the internal system accurately. I developed strong attention to detail, accountability, and the ability to work efficiently in a fast-paced retail environment.