Manager Customer Service

RESUME

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S Saravana Kumar

'Niki Nikethan'

No 699,111 Cross

Arekere

Bannerghatta Road

Bangalore - 560076

Phone: 26582635/984**-*****

Email: abn9h8@r.postjobfree.com

Professional Experience

Apr 2012 till present: 6th Avenue Hotel

Title: General Manager

Job Responsibilities:

- Preparation of budget

- Overseeing marketing and sales of the hotel

- Creating and standardizing SOP's for the hotel

- Manage day to day functions of the hotel

- Hiring and management of staff

- Creating business environment with Sales team

- Interacting closely with F&B team and Front Office for business growth

- Managing emergencies in the hotel

- Directly reporting to MD

Apr 2011to March 2012:Escape Hotel & Spa

Title: General Manager

Job Responsibilities:

. Overall responsibility for managing revenue and cost element

. Preparation of budget

. Overseeing the marketing and sales function

. In charge of day to day operations of the hotel

. Leading and co coordinating the strategic planning and deployment

functions of the hotel

. Hiring and management of the management team

. Overall management of hotel staff

. Budgeting and financial management

. Creating and enforcing business objectives and goals

. Management of emergencies involving guests, employees or the facility

. Public relation with local government and other businesses

. Enforcing SOP and operational procedures

. Directly reporting to MD

Jan 2008 to Mar 2011: Golden Palms Hotel & Spa

Title: Rooms Division Manager

Job Responsibilities:

. Overall in charge of Rooms and House keeping

. Budget Preparation and achieving targets

. Training Front Office and House Keeping staff

. Assist Sales and Marketing in business development

. Handling groups and conferences

. Negotiating rates for conference booking

. Actively involved in revenue management

. Effective and efficient handling of guest complaints

. Preparing monthly reports

. Responsible for overall functioning of the hotel in GM's absence

July 2007 to Jan 2008: Brigade Homestead

Title: Operations Manager

Job Responsibilities:

. Overall In charge of Serviced Apartments

. Responsible for the profit making of the serviced apartments

. To liaise with various departments for the smooth functioning of the

apartments

. To help Sales and Marketing team in business development

. Implementing the SOP across the group for standardization of services

. Analyzing the complaints and streamlining the process for improvement

. Help in sourcing various vendors for the purchase of different

materials

. To interact and entertain guests to develop rapport with corporates

. Responsible for handling the welfare of staff in conjunction with

Human Resources Dept

. To lead a team of 40 people of various department inculcating the

spirit of vision of the company

August 2005 to June 2007: Le Papillon

Title: Resident Manager

Job Responsibilities:

. Managing Oracle/Accenture serviced apartments

. Responsible for the day to day functioning of serviced apartments

. To increase profitability of the serviced apartments

. To lead a team of 15 people exhibiting leadership skills

. To handle the food and beverage department of the apartments

. To recruit and train staff to the required standard

. To liaise with clients and management to produce error free and

required service level

. To handle complaints efficiently and to the satisfaction of the guest

. To prepare weekly report of the occupancy

. To forecast the future requirements of the booking and reservation

. To make inventory report of all the supplies for the serviced

apartments

May 2004 to September 2004: Net Vision Cybertech Pvt Ltd

Title: Manager - Operations

Project: ISP Outbound Sales

Job Responsibilities:

. Heading outbound Process dealing with ISP

. Responsible for meeting SPD set by the management on a daily basis

. To meet the SLA's set by the client

. Handling a team of 70 advisors with 2 team leaders and 1 supervisor

. To ensure coaching and development need of the team including the team

leads

. To ensure motivation by working and executing rewards and recognition

program

. To interact regularly with the client to ensure compliance of service

within the set SLA's

. To manage performance effectively within the available resources from

management perspective and also from client perspective

. To ensure the complaints and escalations are handled in appropriate

manner

. To ensure that all internal audit and compliance requirements are met

. To build excellent rapport and working relationship with other

departments to ensure smooth operation of the department

Professional Experience

May 2001 to May 2004: ICICI One Source(Customer Asset.Com)

Title : Assistant Manager - Customer Service

Projects : Publication and Home shopping.

Job Responsibilities

* Call management (In bound and Out bound)

* To guide and motivate a team of 6 Team Leaders with each Team Leader

having 15 customer service associates under them to achieve the SLA's

set by the client

* Monitoring the sales targets of the team as a whole

* To coach and mentor the team to achieve quality scores by

concentrating on Quality Management

* Outstanding achievement in 'people Management' and possess good

interpersonal skills

* Constant training and resource planning with each and every member of

the team

* Exercising shift administration efficiently

* Developing new systems and processes with respect to Operations.

Performance measurement with respect to productivity of the team

* Generating reports with accuracy, on time. In depth analysis of report

and converting the same into ideas and actions

* Conducting team meetings regularly to achieve targets

* To assist Human Resource team in recruitment of new customer service

associates

* Performance review on a weekly basis with the client

April 2000 to December 2000: Taj Residency,Calicut

Title : Front Office Manager

Job Responsibilities

* In charge of Accommodation Management

* Handling the entire operations of Front Office

* Budget Preparation and achieving targets

* Training Front Office staff

* Assist Sales and Marketing in business development

May 1999 to April 2000: Taj West End,Bangalore

Title: Manager Loyalty Programme

Job Responsibilities

* Corporate Sales - Managing data base of customers for loyalty

programme

* Timely generation of statement to the customers to redeem points

* To visit corporate houses on sales call

July 1996 to May 1999: Taj Residency,Bangalore

Title : Sr Duty Manager

Job Responsibilities

* In charge of accommodation

* To handle a team of Front Office staff

* To monitor day to day activities and assist Front Office Manager in

meeting targets

* In charge of quality management in Front Office

April 1991 to July 1996: Taj Residency,Bangalore

Title : Duty Manager

Job Responsibilities

* Interact with customers and handle their complaints.

* Conducting effective meetings with the Front Office staff to provide

quality service

* To prepare monthly reports and analyze the data for business

development

April 1988 to April 1991: Taj Residency,Bangalore

Title : Front Office Assistant

Job Responsibilities

* To provide service to customers who visit the hotel

* Up selling and customer orientation

* Handling of group checkins and checkouts

* Co-ordinating with support department for smooth functioning of day to

day activities

* Stock Maintenance and subsequent order placement

February 1986 to April 1988: Taj Residency Bangalore

Title: Cashier

Job Responsibilities

. Preparing bills

. Reconciling the statement

. Settlement of bills

Achievements

* Deputed to Taj Exotica Hotel,Bentota,Sri Lanka to train Front Office

Department staff

* Deputed to Taj Residency, Vishakapatnam to handle Front Office

* Selected to attend Accommodation Workshop Management which was

conducted on a national scale

* Represented School and college cricket team

Educational Qualification

Bachelor of Commerce from Madras University in the year 1985

Areas of Interest

* Listening to music

* Reading

* Traveling and meeting people

* Browsing

* Playing cricket

Languages known

English, Kannada, Tamil and Hindi

Personal Details

* Date of Birth: 12th August, 1964

* Marital Status: Married

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