Customer Service Manager
Resume:
BIRESH RAWAT
East of Kailash, New Delhi -65
Contact: +919*********;
E-mail: ***********@**********.***
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ACCOMPLISHED HOSPITALITY PROFESSIONAL
Highly Competent and Proactive individual with an aptitude for the
Hospitality Industry
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PROFILE
< Competent & extremely efficient professional with rich experience in
managing the entire operations and functions related to Hotel.
< Completed MBA from NIMS, Delhi with specialization in Retail &HR.
< A qualified Hotel Management Professional offering with qualitative
experience in the hotel industry well versed with all operations and
functions of hotel management.
< Ability to work with relative calm in a high pressure environment and
time constraints. Professional with natural flair for building relations,
customer service and proven abilities in achieving optimum level of
customer satisfaction.
< Excellent communication, inter-personal and liaison skills coupled with
strong leadership qualities and innovative ideas.
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ACHIEVEMENTS ACROSS CAREER PATH
< Recipient of Star award at Marriott Welcom hotel, 2005
< Appreciated with Special Achievement Award at Marriott Welcom hotel, 2005
< Awarded with a raise in salary for the work performance at the Britannia
hotel, Manchester, UK, 2007
< Received Food and hygiene certificate from Royal Institute, UK, 2007
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PROFESSIONAL EXPERIENCE
Civil Services officers' Institute, NEW DELHI
July 2012 - Till Date 2013
Manager -Operations
< Managing and handling entire responsibility of the Civil Services
officers' Institute like Room Management, Housekeeping, Restaurant and
Bar, Banquets and Conference hall, Swimming pool,,Security.
< Handling the different department of the Club Sports like swimming Pool,
Table Tennis, Squash Court and Gym and Health club and maximum
utilization of the resources.
< Monitoring and controlling the front office department.
< Conducting daily meeting with departmental head.
< Assessing the Daily sales reports on the daily basis.
< Monitoring the Operational activities of the club to maintain standard.
< Monitoring the cost control and cash flow.
< Maintaining the store and check the control of the store.
< Controlling the housekeeping, security and food and beverage services.
< Monitoring the Imprest amount for day to day expenses.
ROCKLAND HOTEL LIMITED, NEW DELHI
March2011 - March 2012
Asst Manager (Operations)
< Managing and handling entire responsibility of the Hotel, Food and
Beverage, Kitchen, Front office, Security, Maintenance of the hotel. .
< Handling the staff of different department of the hotel for maximum
utilization of the resources.
< Conducting daily morning meeting with departmental head of the hotel.
< Assessing the MIS reports on the daily basis.
< Monitoring the sales and marketing of the hotel to maximize the revenue.
< Monitoring the cost control of the hotel.
< Assessing the rates of the corporate and travel agents for revenue
management.
< Maintaining the staff duty Rota.
< Handling the General administrative work.
SHERVANI HOSPITALITY, NEW DELHI
Jan 2009-31 Dec 2010
Assistant Manager (Operation)
< Assigned responsibility of F & B Service., Front office, Housekeeping,
Kitchens, Maintenance
< Implementing the Service Standard and procedure for effective result.
< Ensuring the smooth operation of the hotel and its service
< Handling the Check- in and Check -out process.
< Handling guest complaints if any.
< Taking guest feed backs and solving the guest complaint if any.
< Ensuring smooth housekeeping of the hotel as per the standard.
< Motivation and Training of the staff according to schedule.
< Management and selection of new staff if required any.
< Handling sales and marketing of the hotel.
< Forwarding the rates to travel agents and corporate.
< Handling the entire responsibility of the entire hotel operation.
< Handling the General administrative work.
BRITANNIA GROUP OF HOTELS, MANCHESTER, UK Dec 2006- Feb 2008
Management Development Programme
< Successfully supervise all management functions of the hotel outlet, led
efforts across developing and enhancing hotel business to achieve the
assigned targets.
< Played a pivotal role in supervising and monitoring day to day
performances of employees and check daily reports.
< Played a pivotal role in assisting the management in their day to day
work, advised them about various promotional activities and helped them
in implementing new plans and strategies for the growth of property
< Ensure smooth functioning of Operations thereby implementing the
department's Standard Operating Procedures includes goals, budgets,
administrative activities and maintaining reports / records.
< Effectively coordinate with in-house and potential guests to understand
their requirements
< Accountable for conducting hygiene inspections and provide feedback to
operating staff as well as managers in case of any shortcoming
< Executing policies & procedures in the operating systems to achieve
greater customer delight.
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PREVIOUS ASSIGNMENTS
MARRIOT WELCOME HOTEL, NEW DELHI Dec 2003- Dec 2006
Guest Service Associate
Food and Beverage department
JP PALACE HOTEL, AGRA June 2002- Sept 2003
Multi Skilled Hospitality Assistant
Food and Beverage Dept, Front Office, HK
I.T.D.C, DELHI (Samrat &Ashok Hotel) Dec 2000- May
2001
Industrial Trainee
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EDUCATIONAL & PROFESSIONAL CREDENTIALS
MBA in Retail & HR
Centre for Distance Learning, NIMS, Delhi
Diploma in Hotel Management, 2002
Institute of Hotel Management Catering & Nutrition, New Delhi
B.A, 1999
H.N.B Garhwal University
DISM, 2000
APTECH Computers
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Date of Birth: 28th January 1979
Citizenship: Indian
Notice period from current employer: 1 month
Language Proficiency: English, Hindi, Nepali
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