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Customer Service Manager

January 02, 2018

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Nolan Alistar Lopez

Petit Fleur, Behind Fatima Church,Ambernath West,Mumbai -India ■ +91-880******* ■

Social Media Professional Profile at:


I believe that the Hospitality Industry has a unifying force which unites and brings people together; this industry that is enriched in culture and tradition, has a great future and scope for growth and opportunity. To realize my career ambition and goal’s, I am seeking to take on a challenging and responsible position in a professional and growth oriented organization. Where i will utilize my skills effectively in contributing towards the growth of the organization and to enhance my career.


Managing and leading the property’s Food and Beverage operations that involved Corporate/Commercial Catering, hospitality services for large scale events, Specialty Fine Dining Indian Restaurant and Bar, Chinese Restaurant, Italian Diner, Banquets, Room Service, Lounges, Workforce Cafeteria, Health Care Catering and external MICE activities. Working on management team of the Organizing Committee in Qatar, for M.O.S Catering & Event projects. Ownership to oversee the development and implementation of departmental strategies and ensure implementation of the brand service strategy and brand initiatives. Leading & managing the department to ensure that food and beverage/culinary operation meets the brand’s target, customer needs, employee satisfaction, focusing on growing revenues and maximizes the financial performance of the department. Offering products and delivering value for services to meet and exceed the needs and expectations of the brands targeted external customer’s and internal customers’/stake holders. Generate a return on investment along with business retention and expansion.



Time Span

1- Event & Catering Project’s Q.O.C (ministry of sport & youth AFFAIRS)

Doha, Qatar

Venue Manager – Catering Operations

June 2014 – March 2015

World Handball & World Cycling Championship- Qatar

Sept 2016 – Nov 2016

2- BBCC Hospitality and Facility Pvt Services

Thane/ Mumbai, India

Assistant Director- Hospitality Operations

Since Feb 2012 till date

3-Government Event Catering Projects For Oman & Qatar Olympic Committee

Muscat /Doha-Qatar

Venue Manager – F&B Operations

Oct 2010- Jan 2012

Doha Arab Games & Muscat Asian Beach Games

4- Carnival Luxury Cruise Lines

Miami – U.SA.

Assistant Operations MANAGER - Food & Beverage

Oct 2006- June 2010

5-Intercontinental Marine Drive Hotel


Assistant Manager – Food & Beverage / Housekeeping Operations

June 2005- March 2006


6-Leading American Luxury Cruise Lines (RCCL/COSTA)

Los Angeles & Miami, U.S.A

SUPERVISOR - Food & Beverage / Housekeeping Operations

May 2001-June 2005

7-The Oberoi Mumbai Hotel

Mumbai, India

Floor Butler - Food Beverage / Housekeeping

November 1997 – May 2001


Team Management, Customer Service, Time Management, Communications, Training & Mentoring, Quick Decision



Leading Food and Beverage/Catering Operations

Efficiently consulting and interacting with multiple senior stakeholders and will be competent in leading presentations. Ensure that regular, on-going communication occurs in all areas of food and beverage (e.g., pre-ops briefings, staff meetings, culinary team, contractors etc.)

Planning, organizing for efficient control and delivery of Catering services for all customer groups as per agreed SLA’s. Works with direct reports to review business in house and potential business in surrounding area and troubleshoot potential challenges/conflicts.

Reviewing in coordination with procurement in tendering strategies and manage procurement of services as per OC RFP expectations. Analyzing all submitted commercial bid’s and rewarding tender contracts on basis on compatibility, pricing, service performance, management ability, mobilization plan, value for service and market reputation.

Providing a universal selection of International Menus to meet the tastes of various Client Nationality group’s and also taking into account the sustainability and economical value of F&B products in view of budget constraints.

Focus on consistent and friendly service to all client groups and communicating critical information gained from management meetings to areas of responsibility.

Priority and great importance on HACCP/HSE guidelines pertaining to health, hygiene and safety all through the Operational period. Close coordination with the Medical/Doping FA concerning diet for Athletes based on low sodium, gluten free f&b items in the menu.

Recruiting and training of F&B team based on high morale, confidence, assertive and proactive skills topped with great communication and product knowledge, reviewing all team member profiles of Master Caterer prior to accreditation submission.

Maximizing Food and Beverage Revenue

Review financial reports and statements to determine how Food and Beverage is performing against budget.

Ensure cash control and liquor control policies are in place in food & beverage areas and followed by all related employees.

Encourage calculated risk-taking to generate incremental revenue and deliver Savvy Service.

Ensuring Exceptional Customer Service

Creating an atmosphere in all food and beverage areas that meets or exceeds guest expectations.

Reviewing comment cards, guest satisfaction results and other data to identify areas of improvement.

Striving consistently to improve service performance.

Managing and Conducting Human Resource Activities

Ensuring property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.

Hiring food & beverage leadership team members who demonstrate strong functional expertise, creativity and entrepreneurial leadership to meet the business needs of the operation.

Establish guidelines so employees understand expectations and parameters. Ensure employees receive on-going training to understand guest expectations.

Ensure integration of departmental goals in business plans. Ensuring Brand Standards, Vision, Mission & Code of Conduct are being implemented and followed without fail in daily operations.


Bachelor of Arts, Majored in History – 1993- 1997 from the University of Mumbai.

Higher Secondary School - 1991-1993 from the Mumbai Educational Board

Secondary School Certificate – 1981 -1991 from The Mumbai Educational Board

Graduate training Program from Taj President - Mumbai – 1995 /1997


Awarded “Employee of The Month Award” for outstanding and dedicated service at The Oberoi in 1998/2000.

Successfully completed Train the Trainer program at ICMD & was selected as departmental trainer.2006

Received appreciation letters for service excellence from Guest’s at ICMD & The Oberoi 2005/2006 & 1997-2001.

Most importantly had ownership to manage hospitality services rendered to the following elite Royal Family Member’s during UCI World Cycling Championship – Qatar


Marital Status – Single

License – Four Wheeler & Two Wheeler (Indian).

Notice Period – One month

Previous Compensation in Qatar – 12000 QAR/PM

Particular About – Exceeding Expectations, Being Assertive & Proactive, Planned & Organized, Strong Customer Networking, Quick Thoughtful Decision Making, Zero Tolerance On Pilferage, Consistency and Promptness in delivery of services.


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