Customer Service Manager

WARREN D’SOUZA

Address: ***, ***** ********** ******** ** Dhafrah, Abu dhabi-3999

Contact: +971********* E-mail:*************@*****.***

HOTEL ADMINISTRATION PROFESSIONAL

PROFILE

An enthusiastic professional with excellent knowledge of Hospitality Management, Hotel Management, Housekeeping Administration, Food & Beverage and Customer Service. Successfully completed Internships at Ramada hotel, Bangalore,

Good knowledge of the principles & practices of hotel operations and adapt at defining hotel service standards, analysis & delivery, resources optimization and action planning. Possess abilities in managing hotel administration functions which include inventory management, equipment maintenance, safety & hygiene management. Demonstrated capabilities in enriching housekeeping functions, food production, food & beverage operations, liaising with all internal departments and guest relationship management.

Possess up to date knowledge of latest advancements, regulations/ guidelines and statutory compliances in the hotel industry and proficient in delivering excellent customer service experience to the customers. Exceptional communication, presentation & interpersonal skills with proficiency at grasping new concepts quickly & utilize the same in a productive manner. Result driven and focused with immaculate work habits, excellent coordination & time management skills and team player.

CORE COMPETENCIES

Hospitality Management

Hotel Operations

Facilities Management

Front Office Administration

Food & Beverage

Culinary Skills

Housekeeping

Travel Arrangements

Coordination & Liaison

Resources Optimization

Health & Safety Compliance

Customer Service

Analytical Skills

Presentation Skills

Excellent Communication Skills

ACHIEVEMENTS

Hotelier of the month nominee (Front of the house ) Feb 2017 by Emirates palace .

Appreciation certificate of exceptional performer BBQ restaurant by Emirates palace.

Excellent service provider to our guest in the month of December recognition letter from General Manager of Emirates palace .

Successfully contributed in the accomplishment of ‘Ramadan pavilion’ Theme Dinner 2015, as an associate member of Food beverage team at Emirates palace.

Sparkling award FOR THE 1ST QUARTER OF 2016 by Emirates palace

TECHNICAL SKILLS

Databases

MS Office, opera,micros .bistro

Operating Systems

Windows 95/98/Me/2000/XP/Vista/7/8/10

CURRENT JOB

Emirates palace September 2014 to Date

Butler Supervisor

To consistently provide thoughtful, caring and sincere service.

To identify and anticipate Guests’ needs and ensure personalized service is provided

To oversee all Butlers and the day-to-day operation of the department

To inform other operating departments of matters related to Butler operations, notably Front Office, to ensure VIP status is communicated

To schedule routine inspections of all butler areas including occupied and non-occupied rooms

To ensure all Food and Beverage needs are provided as requested

To assist with any plans or arrangements the guest intends to make during their stay

To ensure that all requests from Guests are followed up on

To ensure all Butlers have knowledge of in suite services, technology, amenities, functions & systems

To assist guests regarding hotel facilities in an informative and helpful way

To follow department policies, procedures and service standards

To follow all safety policies

Other duties as assigned

Emirates palace

Butler

Designated as the key point of contact for guests and VIP guests throughout their stay at the hotel and guided them through all services and facilities offered by the hotel and also about the local vicinity.

Assisted guest throughout the check-in process in a fast & efficient manner and educated them about the accommodation features - lay-out, room type, location, decor, in-room facilities and equipments.

Coordinated with the food production department, i.e. chef’s about the guest allergies and food preferences and with the housekeeping department for the daily cleaning & turn-down service.

Liaised with respective departments - laundry, wake up call, spa bookings, concierge and any special requests etc. to ensure the clients preferences are conveyed and fulfilled for a delightful experience.

Attained knowledge of all the hotel operating procedures involved in front desk, housekeeping, stock inventory & room service whilst strictly adhered to the hotel’s rules & regulations and the policies on fire, hygiene, health & safety.

Emirates palace: BBQ Al Qasr

Waiter

Set-up stations and tables according to set standards.

Greet the guest according to the standards set by Emirates Palace.

Communicate with the guest according to the standards set by Emirates Palace.

Assist captain in presenting the menu, making recommendations and taking orders.

Serving food and beverage items and ensuring prompt service.

Follow up on billing and checking procedures.

Co-ordinate and assist the clearing of tables.

Co-ordinate and assist the clearing of station.

Co-ordinate and supervise the return of dirty linen.

To be present in the restaurant during service hours.

Ensure that the captain is kept informed of all guest comments and complaints.

Attend communication meeting, briefings and training sessions as required by the restaurant manager, training manager and food and beverage manager.

To keep uniform neat and clean and ensure good personal grooming and hygiene in accordance to the standards of Emirates Palace.

Emirates palace : Waiter Cascade (Pool Bar) 2014

Golden spoon restaurant Abu Dhabi, 19th June 2012 to June 2014

Cellar door wine lounge @Sula wine resort India from 1st Feb 2008 to July 2011

Ramada Bangalore internship from OCT 2008

EDUCATION

HOTEL BUTLER SERVICE FROM HELILBRON HOSPITALITY, JUNE, 2016.

Senior Secondary Examination (commerce), PUNE State Board, 2007.

Secondary Examination, PUNE State Board, 2005.

IT Skills - MS Office (Word, PowerPoint and Excel) and Windows Applications.

TRAINING ATTENDED

Lobster ink by Emirates palace.

Wine training by Emirates palace

Complaint handling and how to meet guest expectations by Emirates palace.

Basic firefighting drill .

Basic first aid training.

Kempinski DNA.

ADTA( Abu Dhabi tourism authority)

LQA Training by Emirates palace

Date of Birth:20th FEB, 1989.

Nationality: Indian, Passport No.:K1614927; Date of Expiry:15/09/2021.

Languages known: English, Hindi, Konkani and Marathi.

References: Available on Request.

Contact this candidate