Customer Service Management

SREEKANTH KUMAR

SREEKANTH

: Sunshine castle,Swarna sai sannidhi,Plot no 11,White fields,Kondapur, Hyderabad, A.P, India

: 093********,093********; : ************@**********.***.

ADMINISTRATION PROFESSIONAL

(Offering 12 years of experience)

PROFILE & STRENGTHS

Competent, diligent and result oriented professional offering 12 years of experience across Administration,

Operations, Guest Relationship Management, Training & Development, Reporting, Record Management,

Correspondence Handling, Team Management and Liaison & Coordination,vendor management; currently engaged as

Head Operations/Guest Relations & administration with Sunshine Hospitality Services.

Keen strategist, adept at creating innovative strategies and formulating administrative policies for accelerated

growth of the organization. Possesses the competence to handle tasks pertaining to Guest Relationship Management.

Demonstrated ability to manage human, financial and material resources towards the achievement of

stated objectives, to plan and manage work programmes and to lead, motivate and provide effective guidance to a team of

professional and support staff.

Core Competencies

Administration Guest Relationship Management Reporting

Team Management Strong Interpersonal Skills Sharp Analytical Skills Liaison & Coordination

PROFESSIONAL EXPERIENCE

MAYFAIR GROUP OF HOTELS, ROURKELA 2002

- 2008

Guest service Associate

Siesta hospitality services, Bangalore 2008 - 2013

Manager operations/guest relations

Sunshine Hospitality Services 2013

till date

Head Operations & Administration

Implementing effective administrative policies and successfully coordinating administrative support in managing day to day

office operations including correspondence handling and making replies whenever required.

Entrusted with the responsibility of meeting and greeting all VIP’s; significant role in streamlining general administration

by scrutinizing flaws and devising strategic measures for betterment.

Formulating relevant reports for monitoring business performance, effective internal communication and timely compliance

of all requirements including managing relevant vendors & rating them accordingly.

Responsible for managing all the administrative & official activities while maintaining the healthy work environment &

discipline; carrying out inspections of property and services.

Handling inter/intra departmental co-ordination including coordination with various departments, viz. Finance, Travels, etc

to ensure smooth operations at all times.

Hold credentials of being an active member of Siesta in organizing cultural & entertainment programmes for the staff.

Ensuring smooth operations in the corporate transits(city head); shouldered complete responsibility as Manager on Duty for

the whole of Hyderabad transits at all times. Log incidents as they occur and ensure follow up is completed

Maintaining flawless communication with the employees; ensuring timely resolution of employee grievances and

harmonious working environment at all levels.

Analyzing the tasks assigned and accountable for optimal utilization of the resources and manpower in a cost effective

way,preparing budgets & financial variance tracking. Responsible for ensuring proper implementation of competent activations

with processes, policies and quality norms as defined by the company.

Spearheading efforts across developing, managing and monitoring the performance of multi-skilled work force; also

arranging training sessions for new/existing staff to keep their skill levels up to date.

Introducing and implementing feasible and progressive measures/ initiatives to enhance the performance of team to ensure

efficiency in operations and meeting of individual & group targets.

Competently maintaining highest standards of customer service giving preference to customer satisfaction & promptly

resolving their problems & concerns for referral & repeat business.

Formulating & implementing strategic plans to enhance service quality standards & implementing strict measures in

customer care procedures to optimize guest satisfaction & retention; keep guest profiles & complete guest history system in

order to recognise repeat guests and to co-ordinate the repeat guest program.

Entrusted with the responsibility of attending regular scheduled meeting such as daily morning meetings; also organising

regular meeting within the departments whenever required.

Accountable to report to VP operations on weekly basis with various reports viz expense lists, training logs, weekly report,

credit list, revenue generated from non dedicated transits & other operational reports.

ACADEMIC & PROFESSIONAL CREDENTIALS

Master of Business Administration (Marketing)

Indian Institute of Commerce & Trade(IICT, Lucknow)

Diploma in Hotel Management

National School Of Hotel Management, Asia Pacific Institute

Bachelors of Arts

Sambalpur University

Lean Six Sigma Certification from IACT Global

Computer Proficiency

MS Office (Word, Excel)

Operating System-MS 2007

TRAINING & WORKSHOPS

Event Management

Industrial Training in Clarks group Of Hotels

Date of Birth: 18th April 1980

References: Available on request.

Contact this candidate