Customer Service Manager

HARSHAD KAMBLE

**/ ***, ******** *********, *******, Thane (W) 400 607

Tel 222-***-****, Mob 981**-*****

Email *****************@*****.**.**

PERSONNAL PROFILE:

An enthusiastic and professional MBA graduate with over 5.5 years of experience in

hospitality industry, seeking a challenging position in a marketing management of

organization to match my skills and ambition excelling in the business management

that would increase business productivity whilst contributing in development of my

skills & competency

WORK EXPERIENCE:

1. The Grange Restaurant and Events Venue, London, United Kingdom

May 2013 July 2014 Sales and Marketing Coordinator

Responsibilities:

• Dealing with all events related enquiries efficiently and effectively for up to 300

plus delegates while offering the highest levels of customer service

• Compilation and distribution of function sheets

• Ensure follow up calls are made and any complaints resolved swiftly

• Participate in promotional and publicity activities as and when requested.

• Constantly developing existing sales processes which will generate

sustainable growth.

• Report any comments or problems with clients to the Meeting and Events Diary

Manager and/or Revenue Manager.

May 2011 May 2013 Part Time Shift Leader

Responsibilities:

• Managing the restaurant in the absence of Restaurant manager

• Involved in decision making of the department, training and development of

team and duty rosters

• Capitalizing on all enquiries to ensure maximum conversion to confirmed

bookings, Maintain awareness of the competitor set

• Responsible for increasing business productivity and reducing cost

• Managing billing and cashiering process at end of every shift

• Maintaining the highest levels of service, information and professionalism in

dealing with clients

• To ensure guest satisfaction is met throughout the meal experience

2. Sofitel London Heathrow, (Accor hotels), United Kingdom

Mar 2010 May 2013 Senior Meeting and Event Associate

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Responsibilities:

• Managing charges, hot sheets and reservations

• Support the Sales team in obtaining leads and participating in promotional

activities, Building relationships with all Event Organisers

• Keep up to date paper and system based records using Delphi

• Training new departmental employees with the Sofitel standards

• To assist Meeting and Events Manager’s to plan in effectively managing and

operating the M&E department whilst encompassing all Sofitel Operating

standards and developing the reputation of M&E facilities

• Provide hands on support to deliver banquet events up to 1200 guests by

ensuring the smooth execution of all clients requirements on consistent basis

based on daily function sheets

May 2009 Feb 2010 Industrial Trainee

Responsibilities:

• Worked as a pre opening banqueting team, started as an industrial trainee

during my internship and was offered a position within the department because

of my passion, dedication and honesty towards work.

• To set up Conference and Banqueting suites, dressing the buffet counter and

drinks reception in accordance with function requirements to maintain banquet

standard.

3. Hotel Fariyas, Mumbai, India

April 2006 October 2006 Industrial Trainee

• Worked as a trainee in all different outlet of food and beverage department

during my industrial training and was awarded the best trainee of the year

awarded by food and beverage manager.

EDUCATIONAL BACKGROUND:

• Master of Business Administration (MBA) 2011, University of Wales Cardiff

institute, United Kingdom

• Post Graduate Diploma in Hospitality and Leadership Management, 2010,

Ealing, Hammersmith and West London College, United Kingdom

• Bachelor of Science in Hospitality Management, 2008, University of Mumbai

with ‘Distinction’

• Higher Secondary Certification (HSC Science),2005, Maharashtra State Board

with ‘First Class’

• Secondary School Certification (SSC)2003, Maharashtra State Board with ‘First

Class’

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COMPUTER SKILLS:

• Proficient with hotel software’s like Fidelio, Micros and Delphi

• Operating System Windows 7 and Windows XP

• MS Office (Word, Excel, Power Point)

CERTIFICATION PROGRAMS:

• Passed National Vocational Qualification in Customer Service (NVQ level 2)

from Oakleigh Training and Development Ltd, United Kingdom

• Certificate of completion in Food Hygiene and Health and Safety exams

conducted by Ealing, Hammersmith and West London College

• Certificate in completion of different training session such as Up selling

techniques, telephone handling, customer care, etc conducted by Sofitel

London Heathrow

• Passed certificate course in MS CIT(Computer Course) from Mumbai, India

AWARDS AND SCHOLARSHIPS:

• Awarded Educational Scholarship by University of Wales during MBA course in

2010

• Awarded Educational Scholarship by University of Mumbai during Bachelor

Degree for 3 consecutive years

• Won 1st price for Project Research on “Physiological Study of starting an

Outdoor catering in Mumbai”, awarded by the college in 2008

• Awarded the best trainee of the year by the Food and Beverage Manager of the

“Fariyas Hotel”, Mumbai in 2006

PERSONAL DETAILS:

• Date of Birth : 16/12/1987

• Languages know : English, Hindi and Marathi

• Marital Status : Single

• Hobbies and Interest : Reading books, Playing cricket

REFERENCES ARE AVAILABLE ON REQUEST:

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