Customer Service Manager

Zeeshan Syed

[pic]713-***-****

******@*******.***

Management specialist

Master in Management over 14+ years of experience in Restaurant and

Hotel industry with Customer Relations, Maintenance and Repair, Inventory

Management, Team Management, F&B, Marketing, Financial Accountability,

Human resources while ensuring the promotion and growth of business.

. Managed total restaurant/hotel operations in areas of Staff Management,

Customer Relations, Vendor Relations, Budgets, inventory Control, and

Purchases

. Excellent knowledge of P&L and also good working knowledge of Budgeting

. Outstanding oral, written and training communication skills

. Unparalleled Guest Relations skills especially in creating "special

touches" and resolving Guest requests and concerns

. Exceptional ability to maintain a positive attitude, handle conflict and

confrontation

. Strong analytical skills including trend analysis and the ability to

develop innovative tactics to resolve problems

. Excellent eye for details, can carry out actions to improve the

appearance of the property, and employees as well as establish relevant

actions that meet guest's expectations

. Positive and upbeat approach to employee relations and guest complaints

. Remarkable ability to ensure proper Selection, Training, Motivation and

Counseling

. Vast experience opening & pre opening for outlets

. Participate in all the workings of the impressive operations such as

Financing, Advertising and Public Relations with adequate marketing

. Take necessary actions for Inventory Organization and other relative

operations

. Carried out various administrative documentations along with impressive

detailing

. Provided necessary supervision for required betterment

. Provide essential monitoring regarding sales at various outlets with

proper supervision for systems

. Offer proper maintenance to all finance purposes along with bar and food

inventory costs, payroll management

. Strong knowledge of property management systems

. Considerable legal knowledge related to hotel issues, including rental

contracts

. Profound knowledge of governmental regulations and safety standards

(OSHA, EPA, ADA)

. Strong computer skills well versed with Microsoft Word, Excel, and Power

Point. Also worked with different Hotel & Staff Management, Payroll

software

PROFESSIONAL EXPERIENCE

Pizza Hut, Houston, TX - Mar2010 to present

Area coach/Operations Manager

. Provide the leadership, motivation and guidance necessary to ensure that

the Company meets its growth and profitability targets on a consistent

year-over-year basis for 15 restaurants.

. Review the various Operations Manuals and incorporate adherence to the

manuals into the training program

. Implement promotional activities, consistent with each concept's

emphasis, to continue past success in same store sales increases. Remain

abreast of trends in the restaurant and food industries.

. Recommend and initiate approaches that capitalize on opportunities, and

enhance the Company's profile through key relationships and associations.

. Lead in the positioning of all foodservice brands/concepts, ensuring that

the Guest experience, menu, and marketing.

. Communications are aligned towards the targeted demographic and relevant

industry trends.

. Conduct meetings and set target sale for each outlet.

. Active in new employee's hiring and take initiate about firing too.

Doubletree, PA - May 08 to Feb 10

General Manager

. Plan accommodation, catering along with other hotel services for 200

rooms, 2 restaurants as well as 175 full time and part time staff members.

. Ensure that every department head is aware of operational goals and hence

is made aware of the necessary tools.

. Manage budgets as well as financial plans. P&L expert.

. Maintain statistical-financial records.

. Ensured a safe workplace and pleasant customer service experience.

. Maintained customer relations and coordinated promotions to drive new.

. Managed the overall performance of food service facility and kitchen

operations

. Recruit and monitor relevant staff for their specific operations.

. Plan work schedules as per requirement.

. Deal with customer queries and complaints.

. Address customer problems as well as troubleshoot.

. Ensure events and conferences run without interruption.

. Supervise the supplies and furnishings.

Crowne Plaza Hotel, Pakistan - Nov 05 to Dec 08

Front Office Manager

. Managed all Front office activities for 325 rooms and 50 people's staff.

. Participates in property initiatives.

. Create and produce reports as required.

. Ensure that guest data and management reporting is processed efficiently

and accurately while maintaining proper security standards.

. Ensure that all accounting transaction and cash handling procedures are

in compliance.

. Conduct regular monthly meetings with members of the Front Office and

Communication Team to address current initiatives, projects and long term

goals.

. Pro actively identify potential guest issues.

. Assist housekeeping in day-to-day activities.

. Recruit, hire, train and retain associates for all supervised

departments.

. Develop monthly training items to foster development and cross training

with other departments.

. Perform associate evaluations, provide coaching and development.

. Monitor guest satisfaction processes, and respond to guest concerns, and

inquiries.

Pizza Hut, Pakistan - Apr 00 to Oct 05

District/Multi Unit Manager

. Managed the overall performance of 10 restaurants and more then 500 staff

members directly or indirectly.

. Directed the recruitment, interviewing, hiring, training, motivation and

evaluation of crews.

. Oversaw the quality of recipes, service standards, and sanitation

practices.

. Controlled fiscal aspects of business operations and met financial goals.

. Coordinated work schedules, ordered food and supplies, and developed

restaurant team.

. Supervised the preventative maintenance and upkeep of equipment,

facility, and grounds.

. Ensured a safe workplace and pleasant customer service experience.

. Maintained customer relations and coordinated promotions to drive new.

. Maintained sales, revenue and budget,

. Oversee employee relations encompassing staff recruitment, training and

performance evaluation.

. Prepare and distribute payroll .

. Handle weekly inventory and vendor relations to ensure the timely and

cost-effective purchasing of food, beverages, liquor, beer and small

wares.

. Effectively lead and motivate employees through implementation of in-

house training and incentive plans, resulting in increased productivity

levels and employee satisfaction. .

. Hold P&L accountability; manage sales analysis, forecasting, and

reporting activities.

. Report directly to Corporate, and communicate with regional area

locations.

. Ensure the integrity of restaurant operations through excellence in

customer relations.

. Participate in Menu Planning Committee meetings to collaborate on the

development of new standardized menu, contributing to item, pricing and

design changes.

. Recruit and monitor relevant staff for their specific operations.

. Plan work schedules as per requirement & manage workers schedules and

labor coast. Address customer problems as well as troubleshoot.

. Supervise the supplies and furnishings. Deal with the contractors and

suppliers.

(I was working UN Chemicals and Mehran Oils as a Marketing Manager for 4

years in Pakistan, Karachi and Hyderabad.)

EDUCATION

Master in Business Management - University of Bridgeport, CT, USA

Master of Science - University of Sindh, Pakistan

Bachelor of Science - University of Sindh, Pakistan

Postgraduate Diploma in Business Management - SAL University Khairpur,

Pakistan

Diploma in Hospitality Management - Pakistan Institute of Tourism and Hotel

Management

Diploma in Information Technology - Educational Emporium, Pakistan

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