Customer Service Manager

Rohan Thakkar

**, ******* *********,

Kasturba Road,

Kandivli (West),

Mumbai - 400 067

Mobile: 902-***-**** Tel. 28090849

Email: *********@*******.***

Date of Birth: 02/03/1986

Personal Statement:

A highly motivated and proactive Hospitality graduate with notable people

handling skills, who is always quick to learn, coupled with being a dynamic

team player. I have been considered a repeated high achiever, dedicated to

quality and service excellence and complaint handling skills. Last, but not

the least, I am a multi lingual and passionate person, looking to provide

excellent customer service for a further career growth, within the customer

service industry in a large multinational organization.

Career profile:

Grange Tower Bridge Hotel - London (May2011- August 2013)

: Food and Beverage Supervisor /Asst. Food and Beverage Manager

Responsibilities

: Pre-opening team for this 4 star deluxe hotel.

: Running all Food and Beverage (Restaurant, bar, Room service and

Mini-bar)

Department

: People Management.

: Stock Management.

: Creating cocktails.

: Assisting Food and Beverage Manager in extra managing activities.

: Administration work like making rotas, payroll, maintaining

employee files.

: Acting as a Food and Beverage department in charge in absence of

higher management.

: Employee training.

: Employee motivation by one on one discussion and giving regular

feedbacks.

: Team building.

: Multi skilling the staff in various departments.

Marriott Hotels and Resorts - London (March 08-April 2011)

: Chef de Rang (Section Leader/Head Waiter)

Responsibilities

: Running shift in absence of manager

: Cash up at the end of shift with manager

: Associate representative committee member for 3 years.

: Customer service.

: Staff Training according to Marriott standards.

: Providing excellent and professional service to the guest.

: Making bills and handling cash.

: Solving guest complaints and try to keep them happy.

: Opening and closing the dispense bar/ Making food and bar requisitions.

: Doing the beverage transfers at the end of the shift.

: Doing the key lines audit for beverage and stock count.

: Training the new employees and making them comfortable at new place.

: Knowledge of Beer pipe cleaning

Mc Donald's, Leicester Square - London (Oct 07 - Mar 08)

: Crew Member- On the Till

Responsibilities

: Greeting the guests

: Providing excellent & quick customer service

Pancard Club, Pune - India (6 months)

: Banquets & Restaurant

Hotel Holiday Home, Shimla - India (6 months)

: Front Office, Restaurant & Banquets.

Academic Portfolio:

June 2011

Masters in business Administration (MBA) (Marketing)

University of Wales, Lampeter, London, UK

May 2009

Post Graduate Diploma in Hospitality Management,

Ealing, Hammersmith and West London College, London, UK

March 2007

3 years Diploma in Hotel Management and Catering Technology (HMCT),

Kohinoor College of Hotel Management, Mumbai, India

Skills and Achievements:

. Cooking

. Knowledge of various computer system such as Micros, Bartech, POS

(Point of sale), PMS (Property Management System).

. Computer Knowledge of Microsoft, MS Office (Word, Excel, PowerPoint,

Outlook) and Internet.

. Industrial Training Certificate from Pancard Clubs, Pune.

. Industrial Training Certificate from Hotel Holiday Home, Shimla.

. Foundation Certificate in Food Hygiene from Royal Institute of Public

Health, UK.

. Foundation Certificate in Health & Safety in the work place from Royal

Institute of Public Health, UK

. Certificate of Excellence for completion of IP Advanced Bartenders

Course.

. Fire training

Languages:

English, Hindi, Gujarati, Marathi.

Contact this candidate