Customer Service Management

HITESH SUVARNA

Contact: 052******* ~ E-Mail: ******************@*****.***

visa status: Visit

Post applied: Management Level

OBJECTIVE

Seeking senior managerial level assignments in Operations and Team Management with an organisation of high repute, preferably in

Catering & Food Processing Sectors in Dubai, UK and Australia

PROFILE SUMMARY

• 11 years of experience in Operations and Team Management across Catering & Hospitality Industry

• Proven ability of delivering value-added customer service and achieving customer delight by providing customized products as per

requirements and needs

• Adept at handling all aspects of service management including monitoring aesthetic presentation

• Recognized for outstanding organizational skills, creativity, artistic display, public relations and ability to consistently exceed guest

expectation and satisfaction

• Expertise lies in human behavior, planned deployment of sub-ordinates, time management, customer retention, organized office/

operational administration and team building activities

• Good interpersonal skills with the ability to work in a multi cultural environment comprising of different nationalities

CORE COMPETENCIES

• Handling smooth functioning of operations including menu preparation, Staff recruiting, Monthly Payrolls, conducting

meetings, bills verifications and ensuring quality & quantity of prepared as well as raw materials, pantry services, etc.

• Ensuring high quality services to achieve customer delight by extensive interaction with guest, resolving problems and

managing all aspects of management involved ambience management, in-house banqueting, catering, party service, etc.

• Identifying & developing quality vendor/supplier base for cost effective procurement of materials and preparing annual rate

contracts with vendors for stockable items & ensuring timely renewal of contracts after review

• Overseeing activities of housekeeping staff, specifying service standards regarding cleanliness, amenities and maintenance in

rooms/ public areas

• Managing inventory of food supplies, conducting hygiene inspections and conveying feedback to operating staff as well as

managers for gaps in actual vs. standardised norms

• Ensuring customer satisfaction by achieving delivery of service quality norms by interacting with clients, handling guests’

requests & resolving complaints

ORGANISATIONAL EXPERIENCE

Dec’13-present: Bhatia Construction, Mumbai, as Administration Manager,

Nov’06 –Oct’13: BAE Systems E/Z, KSA as Project Administration Officer (Saudi Catering & Contracting Co.)

Role:

• Guiding a team of 15 members (Supervisor Level)

• Communicating with BAE System’s Management and SCC Operations Coordinator to disseminate local catering issues

• Ensuring:

o Highest standards and directing food preparation for all special functions

o Correct food temperatures and maintenance of hygiene rules by catering personnel

• Conducting:

o Audits by adhering to ISO, HACCP and the standard prescribed by BAE Systems

o Regular Tool Box Meeting & Food Hygiene Trainings for SCCC employees belongs to BAE Eastern Zone

• Devising monthly reports for BAE Team Leader based on catering & hygiene matters

• Supervising quality of supplied and stored food items as per standard to meet operational requirements

• Updating the database of employee’s food handling medicals

• Accomplished successful mobilization of some of the big compounds like ( Baker Hughes (2007 January) (Tornado

Programmed Depot Maintenance & Upgrade (2009 June) BAE Sara Village (2010 April)

Accomplishment:

• Received Letter of Appreciation & Commendation from BAE Systems for Seven consecutive years

(2007, 2008, 2009,2010,2011 2012 & 2013)

Oct’05-Apr’06: Barrack Gold Mine & Grinaker Earthworks, location as Site Manger (Universal

Sodexho MNC Tanzania (East Africa)

Role:

• Rendered catering, housekeeping & technical support to more than 5000 man days by adhering to ISO &

HACCP Standards

• Imparted Staff Continuation Training in coordination with Project Manger & Head of Dept.

PREVIOUS EXPERIENCE

Apr’04-Sep’05: MSV SEAMEC I, II, III Diving Vessel, Bombay High field as Camp Boss (Universal Sodexho MNC

India)

Accomplishment:

• Received Letter of Appreciation & Commendation from South East Asia Marine Engineering & Construction Ltd. (Oct’04)

Mar’03-Apr’04: Oil & Natural Gas Corp. Ltd., (Govt. Ind.) Bombay High field as Catering Manager (Sita

Oilfield &

Catering Co.)

Accomplishment:

• Bagged Letter of Appreciation & Commendation from Oil & Natural Gas Corporation Ltd. (Mar’04) and Indian Navy

(Nov’03)

Dec’02-Mar’03: Prangan Rest & Bar, Thane (Bombay), as Captain

Jun’02-Oct’02: Ocean Rest & Bar, Khar (Bombay) as Captain

EDUCATION

2001 Bachelors in Economics from Mumbai University, Bombay.

Additional Qualifications:

2014-15 currently appearing for MBA in Human Resource & Operation Management from Indian School of

Management & Studies Mumbai.

2013 IELTS from IDP Saudi Arabia

2010 Level 3 Award in Supervising Food Safety in Catering from Charted Institute of Environmental Health U.K.

2010 Induction Course (Personal Hygiene, Work Safety, Food Safety & Emergency Response), Institute of Saudi

Catering &Contracting Co., KSA

2007 Foundation Certificate in Food Hygiene from Royal institute of Public Health, U.K.

2002 Diploma in Hotel Management from K.C. College of Management, Bombay.

IT Skills: Well versed with Windows, MS Office Suites and Internet Applications.

PERSONAL DETAILS

20th Aug’ 1979

Date of Birth:

Languages Known: English, Hindi, Punjabi and Marathi

Permanent Address: Unnathi Wood,Floor # 16, Flat No.-1602, Anand Nagar, Opp Regency Tower

Godbunder Road, Thane (West), Mumbai-400607.

Passport Details: No.-K;9326618 Date of Issue-11 / 11 / 2012; Expiry Date-10 / 11 / 2022; Place of Issue-Riyadh

(Saudi Arabia)

Signature:

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