Customer Service Management
Resume:
Raisa Pradhan
** ******* *******, ********* *** *GH, UK
*****.****@*****.***
Profile
A committed, self-motivated and hardworking candidate with a bachelor's
degree in Hospitality Studies and a master's in International Hospitality
Management; extensive focused work experience within the hotel industry ;
strong working knowledge on different food and beverage presentation
styles; adept at paying keen attention to details to ensure excellent
customer experience; valuable exposure to continuously changing hotel
environments and to various personalities and cultures of guests; solid
organization, time management, problem solving, multitasking and computer
navigation skills; effective multilingual communication, social
intelligence and stress management skills; good knowledge of and can
effectively operate Opera PMS version 5: taking a booking, check-in,
check-out, billing, posting charges, and communicating effectively and
professionally with guests as per brand standards.
Key Skills
. Hospitality Studies undergraduate with a UK master's degree in
International Hospitality Management; certified in basic food and
hygiene; solid academic background in hospitality marketing,
leadership and entrepreneurship in hospitality, hospitality service
excellence and international food and gastronomy.
. Extensive focused work experience within the food and beverage
industry; strong working knowledge of different food and beverage
presentation styles; ability to effectively carry out daily
operational tasks as required in an efficient, courteous and
professional manner as per hotel brand standards; capable of working
independently as well as in a team to reap productive results.
. Adept at paying keen attention to details to ensure excellent
customer experience; valuable exposure to continuously changing
hotel environments and to various personalities and cultures of
guests; process and solutions-oriented during crisis situations;
good ability to work under pressure in achieving departmental
targets and goals and, at the same time, meet guests' expectations.
. Solid organization, time management, problem solving, multitasking
and computer navigation skills; good ability to work with MS Office,
e-mail servers and the Internet; effective multilingual
communication, social intelligence and stress management skills; can
communicate in English, Hindi, Marathi and basic German.
Education
2010 - 2011
Sheffield Hallam University
Master's Degree in International Hospitality Management
2007 - 2010
Bachelor's Degree in Hospitality Studies
University of Mumbai
Awards
2010
International Achievement Scholarship
Sheffield Hallam University
Career Profile
Sept. 2012 - Present
Holiday Inn Express
Guest Service Assistant
. Involved in the preparation and service of breakfast and conference
lunches; effectively presents the breakfast area and tables by
stocking up crockery, cutlery, napkins and food and beverage items
in a quick and efficient manner to cope with the busy period;
prepares hot breakfast items such as croissants, sausages, etc. and
replenishes them and other items such as yoghurt, milk, juices, etc.
. in the Express Breakfast area.
. Takes food orders during dinner service at the bar POS and prepares
bar drinks for guests; efficiently serves food items.
. Interacting with guests in a polite and friendly manner and handling
guest requests as well as taking their feedback to improve the
overall service experience; assists guests by providing information
on food and drink products and by answering their general queries
about breakfast and dinner schedules.
. Trains new staff on the effective execution of Express Breakfast
standards.
. Places food orders for items required for the week ahead; takes
stock if and when required; follows FIFO procedures while handling
food and beverage stock.
. Follows the rules of stock rotation, and labels and arranges food
and drink items accordingly; ensures that all food hygiene, health
and safety standards are met.
Sept. 2011 - Feb. 2012
Customer Service
McDonalds Restaurant
. Took orders on tills and quickly assembled food and drinks;
effectively handled cash and debit card transactions.
. Amended customer orders with the kitchen staff when required and
maintained a welcoming attitude.
. Provided information about new promotional items to customers and up-
sold food and drinks to increase sales.
. Helped team members to finish their orders on time, thereby
enhancing team efficiency and service.
. Worked quickly during busy periods and stocked up food, drinks and
other items.
May 2008 - Nov. 2008
Trainee
Le Royal M ridien
. Involved in day-to-day operations by preparing covers and serving
pre-plated dishes, stocking cutlery and crockery, recording linen
exchange, maintaining cleanliness in back area and setting tables as
per restaurant standards.
. Used the POS system to input orders and print guest bills.
. Welcomed and greeted guests into the hotel; functioned as hostess
and dealt with the guests' queries and provided travel information.
. Set up the conference and meeting rooms with amenities for the lunch
buffet; looked after the lunch's replenishment and presentation.
. Maintained good personal grooming, being presentable at all times
and quick in service.
. Helped in assembling and decorating the banquet halls prior to
meetings; prepared and served tea and coffee service during meeting
breaks.
. Communicated effectively with team members and took the initiative
in dealing with guest queries and problems.
Additional Skills:
. Computer Literate: Microsoft Word, Excel and PowerPoint. Well versed
in the use of Internet
. Basic Food and Hygiene Certificate(Level-1)
. Certificate of Employment Eligibility
. Course on operation of Opera PMS V.5 from Reception Academy, London.
References:
Available upon request
Contact this candidate