Manager Customer Service

anil agnihotri

**/**, **********, ********* – ***012, U.P.

Email: ******@*******.***, ******@*****.***, Mobile: +937******** Resort Hotel Management Expertise

Offering Over 28+ Years of Pioneering Success in Public Relations, Client Servicing, Pre- Opening Process & Assistance, Operations & Menu Enhancement CAREER OBJECTIVE

Dedicated, resourceful, and innovative Hospitality Industry Professional offering practical experience of more than 25+ years in the areas of Resort (Hill & Beach) Management with strong background of F&B, Guest Relations and Banquet Operations. Can be head- hunted for spearheading the efforts across reputed organisations as General or Resident Manager for a boutique Resorts & Hotels. Would like to work and contribute in a chal- lenging work environment and to work in an area demanding commercial knowledge, customer focus and people orientation.

PROFESSIONAL SYNOPSIS

Competent and versatile professional offering 25+ years of extensive experience in Management of Boutique Beach Resorts, Hotels, Restaurants, Bars, Night clubs & Banquet coupled with substantial background in Travel Trade & Adventure sports.

Professional record demonstrates rich and varied exposure of handling and execut- ing smooth operations of the Boutique Beach Resorts, Hotels (3* & 4*), & Restau- rants across various countries like, India, Nepal, UAE, Netherlands, Indonesia, Kaza- khstan, there by gained solid international exposure.

Offering a tradition of performance excellence reversing distressed operations, en- hancing visibility in market place and generating high value profits.

Award winning professional with multiple trainings / accomplishments and in- ternational experience with proven ability to motivate professionals to maximise lev- els of productivity and emphasise on building strong client relationships.

An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.

Proactive professional with highly developed analytical faculties coupled with excel- lent interpersonal and communication skills.

Excellent leadership qualities with demonstrated capabilities to handle a team and provide on the job training to employees.

MAJOR FUNCTIONAL STRENGTHS

Business Development Initiatives: Increase national / international transient for the Holiday Resort, Restaurants by networking and coordinating with the major business houses.

Quality Assurance:

o Implementing new policies & procedures in the operations & ensuring adherence of international standards in the organisation in accordance with guidelines; en- suring that procedures & policies are complied with by entire staff. o Maintain supreme service standards & product quality to ensure customer delight consistently.

Operations Management: Successfully handle the operations of Boutique Beach Resorts, Hotels, Up Market Restaurants (3*&4*), Night Clubs and Franchise Rela- tionships thereby ensuring proper maintenance and functioning of the assigned property.

Public Relations: Supervise and ensure excellent public / guest relations, maintain a strong presence among the key clients.

Team Management: Successfully handle a team of Managers and Outlet Managers to ensure flawless and efficient operations of the assigned property. PROFESSIONAL EXPERIENCE AND ACCOMPLISHMENTS

Presently associated as General Manager -Hospitality with Ghazanfar Group Afghanistan, looking after 4 properties which include 3 guest house & a hotel of 4*status since December 2014,

FRA Sports Pvt.Ltd. Noida (NCR)/ India, as Group General Manager, Jan.2012 to Nov.2014, responsible for exclusive chain of up market 6 res- idential Clubs, responsible for :-

• Design inputs and conceptual layout of the largest residential club in Delhi/NCR/Noida, spread over 125000sf.

• Complete assistance in pre-opening process for Operations including F&B, Banqueting & sports activities and building maintenance.

• Layout planning of sports & leisure activities.

• More information log on www.frainternational.com General Manager for Avalon Resorts Pvt.Ltd, a 4* 66key up market hill re- sort having Restaurant, Bar, Conference hall, authentic Ayurveda centre (Spa), affiliated to Club Mahindra located at Mussoorrie, Uttaranchal, India June 2009 December 2011 for more information visit web page: www.avalonhospitality.com Old Anchor 5*, Beach Resort, Goa/India

Executive Asst. Manager Operations

Facing Arabian Sea 150 rooms May 2008 – May 2009.

Responsibilities included Day-to-day operations, all monthly reports, Sales & Marketing, Recruitment, Manpower review to ensure maximise productivity, F&B planning, Mainte- nance schedules, In house guest inter-action.

Hotel Dostyk (60 Rooms) & Hotel Tenniz (50 Rooms), Kazakhstan facing Caspian Sea Jan 2007-April 08

General Manager

Independently managing the operations for the 2 Hotels of 3* status, continental Restaurant, Bar & Health Club & Spa, Warehouse management & operations –Agip Kazakhstan North Caspian Operating Company N.V. Bautino Supply Base. Kinara Cuisines of India 5* - An award wining Indian up market Restaurant

(175 covers), www.kinarafez.com, Jakarta, Indonesia, Oct 2005 – Dec 2006 General Manager

Supervised Fine Dine up market Restaurant with 175 covers, Wine cellar, bar, a Dis- cotheque & Night club, and rooftop banquets for small private gatherings up to 125 people beside this also managing 2 stand alone fast food Outlets in 2 different shop- ping malls in Jakarta.

Spearheaded the operations and thereby won the Best Indian Restaurant Award in Jakarta.

Vythiri Resort, 4* Wayanad (rain forest in Western Ghats) Kerala, one of the best eco-friendly Resort in India spread over 150 acres. visit: - www.vythiriresort.com, then managed by Serena Spa, www.serenaspa.com, Jan 2004 – Sep 2005 Resident cum Operations Manager

Surya Samudra Beach Garden, 4* Kerala, A Boutique HIP Heritage Beach Resort facing Arabian Sea, www.suryasumudra.com, Jun 2001 – Dec 2003 Resident Manager

Freelance Photographer / Travel Writer, 1996 - 2000

Undertook trips to Ladakh and other remote parts of the Himalayas with FIT’s in close association with www.travelindia.com

Hold the credential of publishing photographs and travel notes in many travel web- sites and leading newspapers like Hindustan Times and Times of India. Resident cum Operations Manager

Holiday Nepal –Sunrise (Nagarkot) Holiday Resort, Kathmandu, Nepal, 1995 – 1996 General Manager

3* Hotel (45 Rooms) Mid Town, Raipur, Chhattisgarh, 1994 – 1995 Projects Manager

32nd Mile Stone’, Gurgaon, 1992- 1993

Management Associate

Indian Restaurant, Maharani, Hague, the Netherlands, 1991/92 Management Trainee

Inter-Continental Hotel 5*, Dubai, U.A.E. 1989 – 1991 Internship in F&B Management

Hotel Hilton International 5* Schiphol, Amsterdam, the Netherlands, 1988 Captain - F&B

Hotel Hyatt Regency 5*, New Delhi 1984 – 1986

Apprenticeship in F& B

Hotel Oberoi intercontinental, 5*, New Delhi 1982 - 1984 ACADEMIC AND PROFESSIONAL CREDENTIALS

Diploma in Hospitality Management, 1987/88

Hotel School, The Hague, the Netherlands

Diploma cum Certificate course in Hotel Reception & Book Keeping, 1981/82 Food Craft Institute (FCI), Chandigarh, India

Summer Course in Hotel Reception & Book Keeping, 1982 India Education Center, Connaught Place, New Delhi India Delhi Senior School Certificate Examination, 1981

COMPUTER KNOWLEDGE

Conversant with Windows and Internet

Contact this candidate