Customer Service Manager

PAWAN SINGH

Mobile: +91-738*******; +91-703******* Email: HYPERLINK "mailto:*********@*****.***" *********@*****.***

Seeking Managerial assignments in Operations/Front Office/ GSM in Hospitality Sector

PERSONAL DOSSIER

Date of Birth : 12 October 1986

Gender : Male

Marital Status : Married

Nationality : Indian

Current Location : Pune, India

Driving Licences : MH1220140052414

Passport Details : H3611932 (Valid till 23/02/2019)

No. of Dependents : 2

Last Position : Hotel Manager

Last Organisation : FORMULA 10 Livingstone Hotel

Salary Expectations : As per Industry Standards/Negotiable

Notice Period : Immediate

Address : C/o Surekha Y Patil Dwarika City B 7 F 16 Mahalunge Chakhan - Pune India

PROFESSIONAL SYNOPSIS

A dynamic, result-driven and accomplished professional with Bachelor of Science in Hotel Management and Catering Technology from N.S.Ms. Durgapur (W.B), India having nearly 8 years of experience in Guest Service Management/Operations and Front Office Management. Last associated with FORMULA 10 Livingstone Hotel as Hotel Manager managing over all hotel operations. Expertise in Hospitality Management System, daily revenue management, guest contentment, retention and acquisition and well recognized for going an extra mile at all times. A strategic planner and capable of implementing systems/procedures. Possess leadership experience of managing large teams, resulting in better performance and enhanced systems for higher performance of the team. Ability to multitask, in-depth understanding of operational & systematic aspects for providing complete solutions, seeking & harnessing new opportunities and creating win-wins.

CORE KEY SKILLS

Guest Service Management

Automation System Development

Reservation Queries

Manning Restaurant Tables & Sections

Manpower planning and control

Revenue Management

Bar Handling

Stock Record Planning

Staff Briefing & Duty Allocations

Training & Development

ORGANISATIONAL SCAN

Feb’12-Apr’14 FORMULA 10 Livingstone Hotel & BEST WESTERN Coral Beach Hotel, Dar es Salaam

Growth Path:

Feb’12 - May’13 Night Manager/System Development Manager (BEST WESTERN) Dar es Salaam

Mar’13- Apr’14 Hotel Manager FORMULA 10 Livingstone Hotel (Budget Hotel with advanced services)

Previous Assignments:

Feb’11-Dec’11 Royal Orchid Golden Suites Duty Manager (Business Corporate Hotel)

Aug’10 - Feb 11 The Corinthians Bon Boutique Hotel (5 Star Luxurious Hotel & Resort) Duty Manager

Dec’09 –Aug’10 Club Mahindra Fort Kumbhalgarh, Rajasthan Front Office Executive

Jan’08-Dec’09 The Dukes Retreat (key Resorts), Khandala Front Office Supervisor

Key Responsibilities:

Managed property operations ensuring and key result areas such as guest service, employees, sales & marketing, property appearance, profitability & financial controls and reporting to Managing Director.

Worked within revenue budgets, developed systems & processes to keep budgets and costs under check.

Handled staff briefing, duty allocation, duty Rota, and imparted training to staff on new processes and skills required to achieve the targets in customer service, sales, guest relations and best deliveries.

Adopted a consultative and participative style of leadership which encompassed the brand values and inspired employees to make a positive contribution to the business by giving personalized service to each and every guest from the time of entry till exit.

Supervised delivery of guest services and assured world class experience for each & every guest and ensured repeat clientele – developed a loyal market base for the property.

Created a customer service culture where exceptional customer service prevails and absolute standards are adhered to.

Implementing Business Objectives into functional requirements and solutions.

Coordinating and guiding team for setting up live counters for functions, buffet, banquets, pool side functions and conferences.

Reconciled financial accounts and monitored in-house guests collection, balances and direct bill receivables, commission payments by vendors and issuance of refund checks.

Shared all policies & procedures with the entire staff and conducted regular meetings to communicate information, policy reviews, local property activities and targeted goals.

Helped new waiters to get familiarize and learn the service sequence.

Interacted with all departments and gathered requirements, indenting, procurement of orders and ensured timely deliveries to the respective areas.

Managed staff briefing and duty allocations and ensured guest satisfaction and good feedback.

Supervised Daily business report and monthly reports, and adherence to labour laws and standards.

Played an important part in employee management, hiring, performance evaluations, payroll & benefits related information’s, required Federal & State postings etc and ensured resolutions within company policies.

Provided relieve or back-up duties as and when required; resolving complaints and handling queries.

INDUSTRIAL TRAINING

Sep’07-Jan’08 The Pride Hotel, Ahmedabad (BEST WESTERN Group) Industrial Trainee

Achievement:

Received ‘BEST EMPLOYEE’ of the month – Sept’07

ACADEMIA

B.Sc. Hotel Management and Catering Technology from N.S.M.S Durgapur ‘W.B’ University 2008

(Affiliated to Punjab Technical University)

HSC – CBSE (I.Com) 2004

SSC – CBSE 2002

IT SKILLS

Well versed with MS-Word, MS- Excel, MS-Power Point, and Outlook & Internet Explorer.

Expertise in PMS (IDS) Software V 3.3 and advance version V 4.4

In-depth knowledge of SOFTGEN Host win Hotelier software

References Available on Request

Contact this candidate