Customer Service Management
Resume:
GITHU KURUVILA
Tc **/***(*), Naduvilaparambil (H) Poonthura P.O Ambalathara Kerala,
India
**************@*******.***
Profile
A determined, self-motivated and hard-working individual with strong
academic qualifications within Hospitality; current working exposure to
the delivery of efficient banqueting services within a busy 5 star hotel
in London's Mayfair; strong professional knowledge across all areas of F
& B operations; resourceful and mature with excellent communication and
client facing skills; strong collaborative and team work abilities and
able to liaise effectively with all stakeholders; knows how to deliver
best-in-class and seamless service to all clientele.
Key Skills
. Strong academic qualifications with Hospitality and Hotel Management
with current working experience within Banqueting service delivery.
. Good professional experience and training across all areas of F & B
operations; strong knowledge and facilitation of 'Silver Service'.
. Proactive leadership and management qualities and able to interact
successfully with all stakeholders; works collaboratively with all
team members; trains and mentors new staff to drive enhanced skill-
sets and performance levels.
. Highly organized with good time management capabilities; handles
busy work-loads within fast-paced environments without comprising on
service quality.
. Good knowledge of Microsoft Word and Excel and Hospitality based
software; good linguistic capabilities.
Education and Qualification
2010-2012
MBA Hospitality
Wales University
2005 - 2009
BS in Hotel Management
KLE'S NIJALINGAPPA COLLEGE Bangalore India
Professional Experience / Career Profile
April 2011 -July 2012
Banqueting associate
Four Seasons Hotel London Park Lane
. Delivered effective management across the Banqueting Department;
liaised with colleagues and clients to ensure smooth operations of
all requirements,
. Inspected tables and ensured that all service requirements were met
in terms of linens, flat / glassware and cutlery; observed the
implantation of any additional guest requirements.
. Monitored the set-up of all side stations and buffet tables and
delegated replenishment requirements to all associates.
. Collaborated with team members during the event and ensured the
smooth delivery; dealt with any urgent issues and resolved
complaints.
Sept. 2009 - June 2010
Bakery and pastries Management Trainee
The Estuary Island Resort, Kerala, India
. Developed strong management capabilities through this training
experience; assisted with the preparation and presentation of
pastries and desserts; researched current trends, delivered menu
suggestions and facilitated the development and standardization of
recipes.
. Liaised with guests and ensured the delivery of best-in-class
customer service; collaborated with team members to facilitate the
smooth transition of all guest services.
. Maintained proper hygiene techniques and ensured compliance to all
pertinent legislative or corporate standards.
Dec. 2007- June 2008
Industrial Trainee
ITC Fortune hotel, Bangalore, India
Became proficient in the operations of the below named sections and in
the provision of best in class service.
Front Office
. Liaised with all guests and provided seamless transition of all
service operations; monitored phone systems and ensured prompt and
polite responses; collaborated with other Front Office staff.
F & B Production
. Delivered assistance within assigned areas in the kitchen; ensured
continuous supply of mise-en-place and prepared meals as indicated
such as breakfast.
. Assisted members as directed by the Chef De Partie and ensured
hygiene and safety measures were fully implemented and adhered to.
F&B Service
. Inspected table set-up and ensured correct presentation dependent on
service; replenished side-stations as necessary.
. Liaised with guests and displayed in-depth product knowledge across
all menus and dish preparation; proffered suggestions as required;
presented and opened wines correctly.
. Ensured correct layout of course cutlery, flat and glassware;
cleaned soiled linens and re-set tables for next service.
Housekeeping
. Utilized best practices in the cleaning and service delivery of all
housekeeping tasks; ensured that rooms were cleaned and all stocks
replenished in line with corporate standards.
. Maintained personal grooming, hygiene and cleanliness requirements.
.
Language Skills:
. Proficient in the use of English, Hindi, Tamil and Kannada, basic
knowledge of French.
References:
Available on Request
Contact this candidate