Manager Customer Service
Resume:
Job Objective
Recognized as an efficient manager and team player who generates considerable growth in hotel revenue and effectively motivates personnel to provide superior customer service
Experienced and skilled General Manager with expertise in hotel management, food and beverage operations, vendor relations, profit and loss management and guest services operations, with proven capability of delivering customized value-added customer service and achieving customer delight by providing products as per requirements. Proven track record of developing procedures, service standards and operational policies, planning & implementing effective control measures to reduce running costs of the units.
Diligently led dedicated teams for running successful business operations & developing procedures and service standards for business excellence. Skilled in enhancing & influencing overall guest experience while maintaining compliance with company practice, cost projections, and mission statements.
Proficiency with Hotel Software such as Fidelio, IDS, with string hole in MS Office with strengths in improving operational turnaround.
Since Apr'14 with Dream Palace Hotel Dubai, U.A.E. (3* Hotel) as Hotel Manager
Key Result Areas:
Steering operations with a view to achieve organizational objectives and ensure profitability
Delivering specific programs and driving departmentally focused engagements, ensuring alignment between competencies and leadership development strategies to achieve ROI and operational goals
Managing development of training roadmaps for executives based on job-based capability requirements in-line with the organizational strategy
Maintaining reports related to Monthly Forecast, Monthly Source of Business, Geographical Source of Business, Comparative Room night Production Analysis and Monthly Operational Report throughfollow-ups with the HOD’s
Monitoring staffing levels to ensure attainment of guest service, operational needs and financial objectives
Providing services that are above and beyond for customer satisfaction and retention; empowering employees to provide excellent guest service; developing plans to take corrective action based on comment cards and guest satisfaction results
Interfacing with process managers to understand all necessary aspects and needs of training, and ensuring they are fully informed of the training and development objectives, purposes and achievements
Ensure customer satisfaction by achieving delivery of service quality norms by interacting with clients, handle guests’ requests & resolving complaints
Selected Achievements:
Improved hotel rating on Booking.comfrom 5.7to 6-7 byimplementing new strategies and improving customer service
Supervised a staff of 96employees, provided guidance and direction to subordinates, including setting performance standards and monitoring performance; coached & supported food & beverage leadership team to effectively manage cost
Increased revenue by implementing new ideas that resulted in full occupancy daily
Successfully managed property day-to-day operations to achieve optimum performance, profitability, and 96%guest satisfaction
Enhanced hotel profitability to a net 40%by controlling expenses, and increasing bookings
Promoted Negotiated Corporate business, increasing it by 60%
Previous Experiences
Jul'12-Dec'14 with Al-Faris Hotel Apartments 1 & 2, Dubai, U.A.E. (Standard Hotel Apartment) as Hotel Manager
Aug'08-Jul'12 with Royal Falcon Hotel, Dubai, U.A.E. (3* Hotel) as Hotel Manager
Sep'06-Jul'08 with Dubai Pearl Hotel Apartment, Dubai, U.A.E. (Standard Deluxe-Pre-opening) as Hotel Manager
Nov'03-Aug'06 with Broadway Hotel, Dubai, U.A.E. as Front Office Manager
Aug'00-Jul'03 with Dubai Marine Beach Resort & Spa, Dubai, U.A.E. (5*) as Shift Leader & Room Reservation
Oct'99-Aug'00 with Pegasus Reef Hotel, Sri Lanka as Night Manager
Jul'98-Jul'99 with Le Meridian Resort, Kihhadhuffaru, Maldives (Pre-opening Resort) as Front Office Assistant Manager
Dec'96-Dec'97 with Holiday Inn Crown Plaza, Abu Dhabi, U.A.E. (Pre-opening) Hotel as Senior Receptionist
Jan'95-Dec'96 with Taj Samudra Hotel, Colombo, Sri Lanka as Room Reservation Supervisor
Sep'88-Sep'94 with Holiday Inn Muscat, Oman (5*) as Bell Boy & Front-Office
Jul'87-Jul'88 with Hilton International Colombo, Sri Lanka (Pre-opening Hotel) as Bell Boy
Hotel Diploma in Management and Catering from Claremont Hotel School – Sri Lanka in 1988.
Date of Birth:15th September 1967
Languages Known:Arabic Moderate & English mother tongue
Nationality: Sri Lankan
Marital Status: Married
Driving License: Valid Dubai Driving License
Passport Details: No. N5410800 Expiry Date: 02nd March 2025
Address : Jumeirah 1, Jumeirah, Dubai, United Arab Emirates
location
************@*****.***
mention
Core Competencies
Strategic Planning
Quality Management
Client Servicing
Revenue Growth
Budgeting, Inventory / Cost Control
F&B Operations
Training & Development
Team Management
Soft Skills
Communicator
Innovator
Collaborator
Leader
Decision-maker
Career Timeline
2014-Present
Dream Palace Hotel Dubai, U.A.E. as Hotel Manager
2012-2014
Al Faris Hotel Apartments 1 & 2, Dubai as Hotel Manager
2008-2012
Royal Falcon Hotel, Dubai, U.A.E. (3* Hotel) as Hotel Manager
2006-2008
Dubai Pearl Hotel Apartment, Dubai, U.A.E. as Hotel Manager
2003-2006
Broadway Hotel, Dubai, U.A.E. as Front Office Manager
2000-2003
Dubai Marine Beach Resort & Spa, Dubai as Shift Leader & Room Reservation
1999-2000
Pegasus Reef Hotel, Sri Lanka as Night Manager
1998-1999
Le Meridian Resort, Maldives as Front Office Assistant Manager
1996-1997
Holiday Inn Crown Plaza, Abu Dhabi, U.A.E. (Pre-opening) Hotel as Senior Receptionist
1995-1996
Taj Samudra Hotel, Colombo, Sri Lanka as Room Reservation Supervisor
1988-1984
Holiday Inn Muscat, Oman. (5*) as Bell Boy & Front-office
1987-1988
Hilton International Colombo, Sri Lanka (Pre-opening Hotel) as Bell Boy
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