DIWAKAR GURUNG

LAST ASSIGMENT (DELISSO ABODE, GANGTOK,INDIA)

EXECUTIVE HOUSEKEEPER

Mobile: +91-963*******, E mail: absaau@r.postjobfree.com Skype id (diwak10)

Seeking Senior Management assignment in Strategic Planning in Housekeeping & Laundry

Operations in Hospitality Industry.

PROFESSIONAL SUMMARY

CORE STRENGTHS

Housekeeping & Laundry operation.

Staff Development/Training

Inventory Management

Pre opening

Operation Management

Estimation & Cost Control

Payroll (Accounting)

Vendor Negotiation

Purchasing

Reporting & Documentation

HSE (Health, Safety & Environment) Initiatives

People Management

Recruitment

Administration

.

Result oriented and dynamic professional with over 15 years of extensive experience in the Hospitality Industry . Have

successfully & efficiently handled Housekeeping Operations across assignments.

Presently associated with The Delisso Abode, Gangtok as Executive Housekeeper.(Pre opening)

Experienced in planning and managing the entire range of Housekeeping & Laundry Operations including Pre opening,

Refurbishing, Restoration, Resource Planning, Product Development, Procurement & Maintenance of Inventory Levels

and Finance.

Spearheading projects from planning to systemizing the operations & functioning of the same leading to maximization of

profitability level; adept in developing procedures, service standards, operational policies, and effective control measures

Recognised for outstanding organisational skills, creativity, artistic display, public relations management and an ability to

consistently exceed guest expectation.

Proficient in handling client queries & troubleshooting complaints & issues and optimising resource utilisation for maximum service

quality.

Proven ability of delivering value added customer service and achieving customer delight by providing customized services as per

requirements.

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Adept at implementing quality parameters for service areas in line with the standard and international guidelines; deft at

maintaining customer & employee satisfaction with positive and practical approach.

Excellent relationship building & negotiation skills. Distinction of establishing optimum relationship with team members to create

harmonized environments.

Excellent communication & interpersonal skills with ability to work in multi cultural environment, comprising of different

nationalities.

ACADEMIC CREDENTIALS

NORTH BENGAL UNIVERSITY, DARJEELING

Bachelor of Arts (B.A) 1996

NORTH EASTERN HILL UNIVERSITY, MEGHALAYA

Pre University Certificate (P.U.C.) 1993

WEST BENGAL BOARD OF SECONDARY EDUCATION

Secondary School Certificate (S.S.C.) 1990

CORE COMPETENCIES

KEY RESULT AREAS:

Strategy Planning

Overseeing the budgeting of revenues and adhering to it, thereby ensuring cost control, requisition control as well as ensuring

competitive negotiated rates of suppliers, upholsters & tailors.

Developing systems and procedures that achieve highest cost efficiency and guest satisfaction.

Mapping service standards regarding cleanliness, amenities & maintenance in rooms, public areas and ensure adherence to these.

Housekeeping Operations

Implementing the housekeeping policies and standardizing systems / processes, ensuring smooth and efficient operations.

Checking quality of cleaning in guest rooms with particular attention to suites, VIP Guests.

Inspecting the public areas, rooms and the entire hotel premises for its up keep and maintenance.

Resource Management

Coordinating with the purchase department & suppliers of housekeeping cleaning agents, guest supplies & equipments and

maintaining the housekeeping stores.

Monitoring and controlling consumption of guest and cleaning supplies; devising methods for optimal usage of cleaning supplies.

Indenting and distributing all guest room supplies through proper procedure, thereby ensuring minimum wastage & pilferage.

Documentation Operations

Updating the stock ledgers, record keeping, inventory, MIS reports regularly and preparing SOPs, training handouts, presentations

& daily e mail correspondence.

Handling all computer related work, returnable/ non returnable gate pass, indenting and following up on pending purchase items,

auditing process

Liaising with Front Office, F&B/Banquets, Purchase, Maintenance team and related departments' suppliers.

Client Relationship Management

Ensuring high quality services, resulting in customer delight and optimum resource utilization for maximum service quality.

Ensuring maximum customer satisfaction by closely interacting with in house and potential guests to understand their requirements

and customizing the product and services accordingly.

Strategising policies & procedures in the operating systems and training and motivating the front line staff to deliver 100% guest

satisfaction

PROFESSIONAL EXPERIENCE

The Delisso Abode Gangtok Executive Housekeeper February 2010 – TILL date

Key Deliverables

Responsible for the Housekeeping and laundry departments and with main concentration on the financial and material aspects,

•

room management, public area management, horticulture, Spa and linen & laundry management.

Monitoring overall project and operation work for the housekeeping department.

•

Handling budget exercises for revenue earning (in terms of laundry) and cost, in terms of Linen (Rooms and Food & Beverages),

•

Guest Amenities in Rooms, Public Areas, recycling of discards linens, for in house use, such as washcloth, cotton wool for

Maintenance, Staff towels, Dusters and conversion of pillowslips into Laundry bags, bed linens for Banquet Chair covers,

Table/Buffet counters.

Carrying out recruitment of necessary on the job and class room training for Room/ Public Area Supervisors/ Attendants, Laundry

•

and Linen Room.

Efficiently handling training of staff including co ordination and inter personal skills with co ordination departments such as Front

•

Office, F&B and Maintenance to ensure high Guest satisfaction Standards.

Ensuring effective implementation of ECO Friendly SOPS and awareness amongst all staff across the board .

•

Preparing and generate monthly housekeeping reports to be sent to various departments.

•

Discussing recruitment policies with the HR Manager to ensure effectiveness of selection techniques and recruitment programs.

•

Ensuring proper maintenance of the marble and wooden floors, décor and furnishings, F&B and room linen as per laid standards.

•

Enhancing quality through implementation of Energy Sustainability standards in Housekeeping operations, setting of SOP in

•

operations.

Improving the level of customer satisfaction through introduction of Buddy System, personalizing services for senior citizens &

•

toddler needs and ensuring optimum usage of consumable materials of Housekeeping Dept. thereby resulting in major cost

control.

Reducing customer complaints by 50% by reducing the turnaround time pertaining to customer calls; ensured 33% faster

•

resolution of generic infrastructure resulting in common customer complaints.

Successfully conducting common briefing for staffs for consecutive shifts; ensured inspections of equipment and guest message at

•

shift handover with proper documentation.

Preparing monthly reports such as Consumption Report, Inventory report & Pre opening reports for new properties for acquiring

•

guest feedback.

Highlights:

Imparted training to staff on 'How TO Keep the Rooms and Public Area Clean' and 'How to Maintain Different Types of Flooring.

Efficiently took care of V.I.P. & V.V.I.P. amenities and guest supplies, coordinated with the Front Office and Maintenance for making

the V.I.P & V.V.I.P's room arrivals

Played a stellar role in identifying and implementing amenities in rooms according to guest status.

CAREER PROGRESSION

Executive Housekeeper(pre opening) February 2010 – Present

The Delisso Abode Gangtok

Resort India.

Executive Housekeeper April 2009 January 2010

Sohar Beach hotel( Oman)

Sr. Housekeeping Supervisor September 2007 April 2009

Wyandham Grand Regency, Doha

Housekeeping supervisor

Holiday Inn–Intercontinental

+Departmental Trainer (Pre opening May 2006 –September 2007

Group of Hotels UAE.

team)

Assistant Executive Housekeeper (Pre April 2005 May 2006

Arabian Palace Hotel and Suite

opening team)

Bahrain

Assistant Laundry Manager October 2004 April 2005

Everest Hotel Katmandu

Housekeeping supervisor April 2001 April 2005

Fulbari Resort and Spa pokhara

Trident Jaipur, Rajasthan Oberoi

3

Groups of Hotels india. Housekeeping Assistant.(pre opening August 1997 November2000

team.)

Notice Period immediate.

ORGANISATIONAL DETAILS

The Delisso Abode Gangtok (India)

Sohar Beach hotel by swissbel international (oman)

Grand Regency Hotel Doha (Qatar).

Holiday Inn (Intercontinental groups of Hotel) UAE.

Arabian place suit (Bharain).

Everest Hotel Katmandu,

Fulbari Resort and Spa Nepal,

The Trident Jaipur (Oberoi Groups of Hotels India)

PROFESSIONAL TRAINING

Six months Exposure training at Hotel Cecil ( An Oberoi Group of hotels) at Shimla, Himalchal Pradesh,

India ( Certificate Awarded )

Management Training & Development certificate Holiday Inn (Intercontinental Groups of Hotel) UAE.

Training in Fire Fighting.

The Basic Food Hygiene Training course (The certificate of quality and merit of the Royal Institute of Public

health, UK) Organized by BOECKER Doha.

ACHIEVEMENTS

Nepal Tourism and Hotel Management College, Nepal Officially Designated External Examiner.

Performance award (Silver) for the year 1999 and 2000 . Awarded by the Hotel Trident Jaipur, (An Oberoi Groups of Hotels)

Rajsthan, India.

COMPUTER SKILLS

Operating System : Windows 2000, Windows XP, Vista, well versed in Fidelio & opera operation v.6

Applications: MS Office (Excel, Word, Presentation, Outlook, power point & Access)

Computer Course: Office Computer Application diploma sponsored by Hotel the Trident Jaipur ( Rajshathan,India)

PERSONAL INFORMATION

DATE OF BIRTH: JUNE 17, 1973 ■ GENDER: MALE ■ MARITAL STATUS: MARRIED ■ NATIONALITY: INDIAN ■ PASSPORT NO: E 3676744

■ VALID TILL DECEMBER 10, 2012 ■ LANGUAGES KNOWN: ENGLISH, Nepali & HINDI

Reference upon request or can contact my present employer. Joining period immediate. Willing to travel on single status.

Contact this candidate