Manager Service
Resume:
Franson Furtado
Moblie: +91-983******* Email: *******.*******@*****.***
Career Objective
A challenging career opportunity with an established brand with a dynamic and customer service centric approach also known for excellence of its products and services. Professional Synopsis
Profile
As a multi-tasking, disciplined professional, I have extensive exposure & experience across operations in hospitality industry and a growing portfolio of challenging work experiences in deluxe hotel laundry operations including enabling a fresh operations setup of a 5star Hotel Brand. Have enhanced knowledge of Hospitality – Cleaning & Hygiene, Chemicals & Fabric to cater to HORECA segment. Attributes
Leading a team of 50+ people for ground operations
Formulating and conducting process and service improvement training and SOPs for the team
Driving service excellence, enabling cost control and mitigating risks through effective vendor management
Handling customer queries and complaints to the utmost satisfaction
Keen believer in exceeding expectations by anticipating customer’s requirements
Handling the pre-opening challenges at St. Regis, Mumbai and Shangri-la hotel, Mumbai for proper implementations of processes and procedures for the smooth functioning of the laundry operations. It also included designing the work flow end to end Work experience (12 years)
Buzil Rossari Pvt Ltd April 2016 to Present
Manager – Application Technology & Services
Role and Responsibilities:
Establish Service & Application expertise in India
Create Customer awareness programs and high quality service teams with 100% on time service deliverables
Drive Sales and Services team to set standards against competition in the following areas
Outstanding professionalism in product and equipment demonstration
Training of the sales team and their customers
Building service team over time as per the agreed business plan
Setting up the measurements and training calendars/frequency
Following up service needs of Buzil Rossari top accounts as per the agreed account plans
Present at seminars, exhibitions and conferences Organization’s products, services and application support system.
Liaison with R&D labs and develop newer applications for existing products and propose newer application areas/new products for development
Testing and validation of new products and services Achievements:
Conducted Training Workshops for the sales team (PAN India) to enhance product demonstrations & customer involvement.
Formulated a systematic and customer centric Service Planning & Inventory Control module for the Sales & Service Team.
Participated at events like HPMF, IPHA, PHA, etc and showcased Company Profile and advantages as compared to the competition.
Developed a range of Products for the mid segment hotel market (2-3 star Hotels) St. Regis Mumbai (erstwhile Palladium Hotel & Shangri-la Hotel) January 2012 to March 2016 Laundry Manager
Role and Responsibilities:
Developing operation guidelines and technical advancement in the field of Laundry operations.
Formulating washing formula for stained loads.
Maintenance and upkeep of all equipment. Oversee the laundry equipment preventive maintenance program.
Ensure hazards arising from work activities are identified so that risks can be assessed and then controlled following the Occupational Health & Safety norms for Laundry.
Preparing & Monitoring Annual Laundry, Linen & Uniform Budget & Business Plan.
Develop new methods for increasing laundry efficiency.
Hire and train new laundry staffs.
Plan and organise uniform replacement of Hotel Staff.
To ensure the upkeep replacement and damage of Staff Uniforms.
Maintaining inventory of Linen & Uniforms through RFID Tags and ERP Software
Provide other duties and services as assigned by the Executive housekeeper.
Conduct weekly review meetings with supervisors. Achievements:
Successful startup of laundry operations for St. Regis Mumbai.
Reduction in utility cost by optimising the work load on different machines.
Reduction of water in the process thus contributing to sustainable environment.
Achievement of target for guest complaints (<=1%)
Effective utilisation of discard linen by preparing dusters and wiping cloth for the housekeeping and F&B operations.
Hyatt Regency Mumbai December 2009 to December 2011 Laundry Manager
Role and Responsibilities:
Developing operation guidelines and technical advancement in the field of Laundry operations.
Formulating washing formula for stained loads.
Maintenance and upkeep of all equipment. Oversee the laundry equipment preventive maintenance program.
Ensure hazards arising from work activities are identified so that risks can be assessed and then controlled following the Occupational Health & Safety norms for Laundry.
Preparing & Monitoring Annual Laundry Budget.
Develop new methods for increasing laundry efficiency.
Hire and train new laundry staffs.
Plan and organise uniform replacement of Hotel Staff.
To ensure the upkeep replacement and damage of Staff Uniforms.
Maintaining inventory of Linen & Uniforms
Provide other duties and services as assigned by the Executive housekeeper.
Conduct weekly review meetings with supervisors. Achievements:
Sourcing out new business opportunities to increase the revenue and profitability.
Reduction in utility cost by optimising the work load on different machines.
Reduction of water in the process thus contributing to sustainable environment.
Reducing the guest complaints from 2.3% to <1%.
The Leela Palace Bangalore August 2007 to December 2009 Asst. Laundry Manager
Role and Responsibilities:
Assist Laundry Manager in enforcing policies, procedures, rules and regulations as per hotel standards.
Responsible for the proper handling of guest and house laundry and establish standards and procedures to ascertain quality of work performed.
Develop and implement standard operating procedure, as well as production and quality standard.
Follow up with engineering department on preventive maintenance and repair orders.
Assist Laundry Manager for preparing departmental budget and goals programmed.
Provide training to laundry employees and take corrective action when performance is not satisfactory.
Ensure that laundry employees are knowledgeable about hotel’s services and facilities.
Monitor employee attendance and manpower planning to meet activities in the hotel and in order to maintain cost effectiveness.
Resolve all guest complaints and recommend improvement in operation in order to develop better service standards.
Achievements:
Headed the Laundry operations for 6months with the job responsibilities of Laundry Manager. Raymond Ltd (Denim Division) July 2005 to August 2006 Management Trainee/Asst Manager
Role and Responsibilities:
Monitoring the process parameters of the Slasher Dyeing Machine.
Monitoring of dosage of chemicals, defects etc for the entire process.
Maintaining chemicals stock & supplies for the process. Academic and other Professional credentials
Academic
Masters in Information Management from Welingkar Institute of Management
B.Text. in textile Chemistry From DKTE Textile & Engineering Institute, Maharashtra Other Professional credentials
Certified as an Internal Auditor for QMS – ISO 9001:2000 for Raymonds Limited - Denim Division Yavatmal
Successfully completed a Workshop on Legendary Customer Services
Certified as a Trainer at The Leela Palace Bangalore
Certified as an Internal Auditor for ISO 22000:2005 for The Leela Palace Bangalore
Certificate course in Excel 2013 : Data Validation
Certificate course in Excel 2016 : Pivot Tables in Depth
Certificate course in Computer Components and Peripherals for IT Technicians
Certificate course in IT Security Foundations: Operating System Security
Certificate course in Networking Foundations: Networking Basics
Certificate course in Troubleshooting Common PC Issues for Users Present Address: Flat-203,2nd Floor, Bldg-21B, Bimbisar Nagar, Near SRPF Camp, Goregaon East, Mumbai-400065.
Permanent Address: Preet Kunj, Marbhat Wadi, Mulgaon, Vasai, Dist – Thane. Maharashtra. Pin – 401201.
Date of Birth: 31st March 1984 Nationality: Indian Passport No: R5707357 (Date of Expiry – 06/11/2027) Marital Status: Married
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