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Manager Customer Service

Location:
Dubai, DU, United Arab Emirates
Salary:
AED 10000/=
Posted:
March 13, 2018

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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

+971-*********

ac4sj0@r.postjobfree.com

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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