Manager Customer Service

DINESH KUMAR SHARMA

***, ** ********, ****** *****, Vadgaonsheri, Pune - 411 014

Mobile: 997-***-****

E-Mail: ******.******@*****.***

Date of Birth 1st January 1956 (58 years)

Profession Hotel Management

Permanent Address 20, Gandhi Nagar, Agra - 282003, Uttar

Pradesh

Academic Qualification B.A. - Agra University - 1979

Professional Qualification Craft Course in Hotel Reception &

Book-keeping from

Food craft Institute, Lucknow- 1978

Passport No. K4726030

Date of Issue 01.08.2012

Date of Expiry 31.07.2022

Training:

. Participated in 2 weeks workshop on Transaction Analysis at Bangalore,

organized by Taj Group of Hotels -1987

. Attended a 7 days workshop on Service Excellence, organized By Taj

Group of Hotels -1988

. Attended a 7 days workshop on Leadership Skills, conducted By Mr.

Apooresh Acharya (MILT) Bangalore - 1989

. 6 months Orientation program at Taj Mahal Hotel, Mumbai On Banquets

and Room Service Operations - 1989

. Attended a workshop on Finance for Non Finance Managers organized by

Creative Communications & Management Centre Mumbai - 1995

. Attended Six Sigma - Green Belt Workshop by Symbiosis Institute of

Business Management, Pune - 2007

Work Summary:

November 2013 till now Prakhar Security & Allied Services Pvt.

Ltd., Pune

Joined as Vice President

June 2013 - October2013 Express Clinics Pvt Ltd, Pune

Healthcare enterprise, operating 29 clinics

pan India

Joined as General Manager - Customer Service &

Sales

July 2011 - June 2013 Jukaso Group of Hotels, Gurgaon

8 operating hotels (Delhi, Gurgaon, Pune,

Varanasi, Vizag, Corbett, Interlaken

(Switzerland) & Dharamshala)

Joined as Chief Operating Officer

June 1999 - July 2011 ITC - Fortune Park Hotels Ltd.

(Subsidiary of ITC Ltd.)

(12 Years)

April 2011 - July 2011 Fortune Inn Exotica, Hinjewadi, Pune

54 rooms' business hotel

Transferred as General Manager

October 2008 - April 2011 Fortune Inn Jukaso, Pune,

Maharashtra

45 rooms' business hotel

Transferred as General Manager

July 2008 - September 2008 Fortune Park Galaxy, Vapi, Gujrat

On short deputation for 2 months

July 2007 - July 2008 Fortune Faith Goradia's Executive,

Shirdi, Maharashtra

Two hotels of 72 and 80 rooms each

Transferred as General Manager - Pre Opening

Assignment

Completed project related work in stipulated

time, coordinated with various agencies.

Implemented operating systems, recruitment &

training of staff

May 2005 - July 2007 Fortune Park Centre Point, Jamshedpur,

Jharkhand

45 rooms' business hotel

Transferred as General Manager

Took up extensive renovation to meet the market

demands, organized

Food festivals to stay as numero uno in F&B

area and most happening

Hotel of town.

October 2001 - April 2005 Fortune Resorts Darjeeling, West

Bengal

In charge of two properties: Fortune Resort

Central and

Fortune Resort Mountain Lodge

Transferred as General Manager

Renovated & created the ambience of the hotel

as per 19th Century British architecture,

stabilized the hotel business by tie up with

major Travel Agents and Corporates

June 2000 - October 2001 Fortune Park Galaxy, Vapi, Gujrat

112 rooms' business hotel and large banqueting

facilities

Transferred as General Manager

Completed project work in six months, manpower

recruitment, system implementation, training of

staff, PR activities.

June 1999 - June 2000 Fortune Park Landmark, Ahmedabad, Gujarat

98 rooms' business hotel with large F& B

facilities

Joined as Food & Beverage Manager

January 1986 - January 1999 Indian Hotels Company Ltd. (Taj Group of

Hotels)

(13 Years)

May 1993 - January 1999 Taj Riverview Lodge, Chiplun,

Maharashtra

47 rooms resort

Promoted, Transferred as Dy. Unit Manager

July 1991 - April 1993 Gateway Hotel on Banjara Hills,

Hyderabad, Andhra Pradesh (now renamed

Taj Banjara)

124 rooms premiere business hotel

Promoted, Transferred as Asst. F & B Manager

(Independent Charge)

January 1986 - July 1991 Taj West End, Bangalore, Karnataka

114 rooms' business resort

Joined as Asst. Restaurant Manager

November 1983 - December 1985 Hotel Kandhari International,

Vijayawada, Andhra Pradesh

Worked as Asst. Manager (F&B)

July 1982 - August 1983 Hotel Siddharth Continental, New

Delhi

(Now renamed Vasant Continental)

Worked as Chef De Rang (Food & Beverage),

Coffee Shop and Continental Specialty

Restaurant

December 1979 - June 1982 Hotel Fidalgo, Panjim, Goa

Worked as Captain (Food & Beverage) in Coffee

Shop and Banquets

May 1979 - November 1979 Welcomgroup Mansingh, Jaipur, Rajsthan

Joined as Graduate Trainee

Experience Summary

In the span of 32 years of my career, I had the privilege to work with

renowned hotel chains like Taj Group of Hotels & ITC-Fortune Hotels.

Gathered hands on experience on various levels and operational areas.

Operations

Managed diverse operations encompassing new unit set up, turnaround

management & growth. Supervised entire operations of the unit including

F&B, Rooms division, sales, HR, purchase, finance to ensure high quality of

operating standards. Managed medium to large sized teams with varied

cultural, lingual and professional backgrounds. Instrumental in imparting

appropriate in house training to the team so as to attain Service

Excellence & teamwork.

Marketing / Strategy Planning

Business strategy planning & analysis for assessment of revenue potential &

opportunities so as to re-vamp, re-establish or set up new business sources

to achieve planned targets. Achieved profitable operations through focus on

budgeting, cost analysis & cost optimization.

Client Servicing

Ensuring customer satisfaction by achieving delivery of service quality

norms. Implementation of policies & procedures in the operating systems to

achieve greater customer delight.

Quality Assurance/ Compliance

overseeing smooth implementation of brand standards so as to minimize gaps

in actual v/s required standards.

Man Management

Monitoring of Staff Planning & Recruitment in order to ensure smooth and

efficient operations.

Reference

Mr. Anil Sharma, V.P.-Human Resource, ITC

Hotels

ITC Green Centre, 10, Institutional Area,

Sector-32, Gurgaon

Mobile: 981*******

Mr. Deepak Baahl, MHCIMA, Hospitality

consultant & Advisor

Secretary-West Bengal Tourism Council

5/2 Commissariat Road, Hastings, Kolkata-700022

Mob: 983*******

Current CTC Rs.18.00 lacs

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