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Manager Customer Service

Thiruvananthapuram, KL, India
February 22, 2015

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Shaiju Panthadivila


Email uk

Phone Number. 009***********,009***********



MANAGER with a premier organization in hospitality industry.


Three year degree hotel Management and catering technology with 14 years’ experience in

Europe and India.

Done leadership11 and intermediate food hygiene course conducted by Hilton.

Done Business Studies Certificate Course from New college Lanarkshire, Glasgow, Scotland.

Worked as “EXECUTIVE SOUS CHEF '' At Hilton tree tops hotel Aberdeen.

Worked as “ SECOND SOUS CHEF” At Marriott hotel Aberdeen.

Worked as a “SOUS CHEF” in Summer Hill Hotel and Suites (A Best Western Group of

Hotels Aberdeen).

Adept at creating recipes and handling preparation of elaborate meals

Proficient in menu planning, Inventory Management and maintain of a Hygienic


Specialised skills In Continental /Italian/Chinese and Asian Cuisine/Europeans cuisine.

Good interpersonal skill with the ability to work in Multi Cultural environment comprising of

different nationality


Executive Sous Chef and Duty Manager

Hilton, Aberdeen, United Kingdom

January 2009 to September 2013

120 Rooms

One Restaurant

24 hours Coffee Shop

Bar, Banquet halls up to 650pax,Eight conference rooms

Providing direction for all day to day operations.

Completed leader ship two conducted by Hilton University.

Develops and implements guidelines and control procedures for purchasing and

receiving areas.

Establishes goals including performance goals, budget goals, team goals, etc.

Communicates the importance of safety procedures, detailing procedure codes,

ensuring employee understanding of safety codes, monitoring processes and

procedures related to safety.

Manages department controllable expenses including food cost, supplies, uniforms

and equipment.

Participates in the budgeting process for areas of responsibility.

Knows and implements the brand's safety standards.

Ensures compliance with food handling and sanitation standards.

Follows proper handling and right temperature of all food products.

Ensures employees maintain required food handling and sanitation certifications.

Maintains purchasing, receiving and food storage standards.

Manages day to day operations, ensuring the quality, standards and meeting the

expectations of the customers on a daily basis.

Interacts with guests to obtain feedback on product quality and service levels.

Responds to and handles guest problems and complaints.

Empowers employees to provide excellent customer service. Establishes guidelines so

employees understand expectations and parameters. Ensures employees receive on

going training to understand guest expectations.

Reviews comment cards, guest satisfaction results and other data to identify areas of


Ensures employees are treated fairly and equitably.

Trains kitchen associates on the fundamentals of good cooking and excellent plate


Ensures disciplinary procedures and documentation are completed according to

Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer

Review Process.

Provides information to executive teams, managers and supervisors, co workers, and

subordinates by telephone, in written form, e mail, or in person.

Analyzes information and evaluating results to choose the best solution and solve


Sous Chef

Marriott Aberdeen,united kingdom

September 2007 January 2009

152 bedrooms

110 covers Brassiere restaurant

Bar, 24hrs Room service, six conference rooms and Banquet hall

The Marriott hotel is 152 Bed room four star Hotel situated one kilometre away from

Aberdeen International airport.

Responsible for long and short term planning and day to day operations of the kitchen

and related areas.

Plan menu and procedural changes. Recommends the budget and manages food and

labour costs within approved budget constraints.

Performs all essential functions while adhering to all Marriott SOPs and future food

programs to ensure a consistent, quality product.

Plan and manage the kitchen staff in the procurement, preparation and presentation of

all food for the hotel in a safe, sanitary work environment which conforms to all

standards and regulations.

Achieving profitable, quality products and also to provide an efficient and cost

effective food service to the establishment.

Proactive in maintaining health and safety standards with a clear understanding of


Sous Chef

Summer Hill Hotel and Suits (Now Best western Hotel Group)

March 2006 September 2007

One Restaurant and Bar, Room Service, Banquet Hall up to 250 pax.

To oversee the restaurant, bar, room service and conference operations.

To compile the staff rotas & staff training.

Carrying out the kitchen requisitioning and ordering.

To oversee the stock rotation.

To ensure sufficient staff development opportunities.

To strive for greater profitability.

To ensure that there are sufficient equipment levels

Part of the Food Development team.

Done meat specification day sampling various suppliers' meat products.

To ensure that cleanliness in the kitchen adheres to health and safety regulations.

To implement HACCP where appropriate.

To carry out annual appraisals on all team members.

To conduct departmental orientation for all new team members.

To liaise with the Training and Quality Manager on departmental training needs.

To attend 6 monthly statutory fire training and to be fully conversant with and abide

by all rules concerning, fire, health & safety.

Executive Chef

Comfort Inn Grand (Run by best Western Group of Hotel), Trivandrum,


September 2004 to January 2006.

65 Spacious Bedrooms and Suite

22 Chefs in Brigade

95 Covers Multi Cuisine Restaurant

65 Covers Chinese Speciality Restaurant, Banqueting.

Ensure highest guest satisfaction and outstanding quality of food delivered at all

times, ensure standards are implemented, followed, reviewed and constantly trained.

Help plan, organize and cost daily, periodic, and special function menus.

Delegate and supervise cleaning duties in coordination with the stewarding


Order and receive food and non food items in accordance with company purchasing


Prepare departmental rotas according to anticipated volumes of trade and that staffing

levels are kept within the manning guide.

Maintain a consistently high level of employee morale, motivation and passion for

food & beverage.

Communicate with the General manager on a regular basis the activities and result of

the kitchen.

Manage par stocks, supply levels of operating equipment and order efficient and

economically, control all equipment and materials.

Chef de Partie

Poovar island resort,India (Run by sarovar plaza group of Hotels)

June 2003 to February 2004.

Responsible for effective management of the kitchen brigade to maximize

productivity, staff and guest satisfaction.

Deputise in the absence of the Head Chef to oversee all areas in the kitchen.

To ensure achievement of personal and kitchen objectives within an environment of


To comply with all legal and company requirements, particularly regarding Food

Hygiene and Risk Assessment.

Allocate tasks to subordinate kitchen, production and support staff and check they

have been carried out effectively.

Motivate and support associates to ensure that job satisfaction as maintained and

training of all Kitchen associates, to ensure that we provide 'our best for every guest'.

Conduct daily communication meeting with staff prior to shift

Industrial Trainee

ITDC Kovalam, India

2002 to 2002

Restaurant captain

Somatheeram Ayurvedic Resort

1998 to 1999

Restaurant captain

Casino Hotel group Cochin

1997 to 1998

Food and Beverage Trainee

Taj Malabar cochin

1996 to 1997

Education Bachelor Hotel Management from Institute of Hotel

Management and Catering Technology

Kovalam, Kerala, India.

March 2000 to April 2003

One year Hotel Management From Continental Institute of Hotel



November 1995 to December 1996.


Biju Mohammed

Executive chef, Ramada Bahrain,Manama,Baharain.

Email .Phone Number.009**********

Hemanth Markandy

General Manager, Hilton Double tree, Aberdeen, United kingdom phone number 004***********

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