Manager Customer Service
Resume:
RAJESH VERMA
*****************@*****.***
OBJECTIVE
Seeking a challenging position for a growing organization in which successful hospitality industry experience, professional, specialized training, and a documented history of successful hotel industry management accomplishments will be of value.
SUMMARY OF QUALIFICATIONS
• Over 15 years experience, with nine years performed at the management level or above, in positions including Assistant Maitre d’, WJ Mgr. Maitre d’, Restaurant Operations Manager.
• Skilled in all aspects of hotel operations for large properties in India and across the world, ensuring compliance with regulatory agencies, monitoring payroll, food and beverage cost controls, analyzing performance trends, scheduling staff and hotel management meetings, and coordinating all departments, including Sales, Front Office, Reservations, Housekeeping, Guest Relations, Food & Beverage, Security, and Senior Management.
• Human Resource experience includes recruitment, screening, hiring, implementation of training programs, effective discipline, prevention of internal theft, coaching and motivation of staff, ensuring compliance with minority hiring regulations, safety and accident awareness, public health, management development, and implementation of comprehensive employee rules and procedures manuals.
• Well-developed communication skills demonstrated through generation of in-depth reports, group speaking and presentation skills, extensive public relations, and the ability to interact productively with individuals from all backgrounds.
• Knowledgeable in computer operations and applications including Windows, Microsoft Word, Excel, Works, Crunchtime, Silverware, Internet, and E-Mail programs.
PROFESSIONAL ASSOCIATIONS
American Hotel & Lodging Association
EXPERIENCE
MANAGING PARTNER
RESTAURANT CONSULTANT CO.
NEW DELHI (INDIA) 2014-PRESENT
MANAGING DIRECTOR
MOTI MAHAL DELUX TANDOORI TRAIL RESTAURANT
NEW DELHI (INDIA) 2012-2014
ROYAL CARIBBEAN CRUISE LINE
2004-2012
Dining Room Manager/R.O.M.
Selected as Dining Room Manager during inauguration of a World’s largest and most Innovative luxury cruise ship called Freedom of The Seas, with a capacity of 4000 guests and 1500 crew members on board. Managed Dining Room with 2000 seats (each sitting) serving all three meals, Over all responsible for two specialty restaurants serving Fine Italian and Continental delicacies, 24 hr. Room Service, Windjammer Café serving all meals Buffet style and three Quick Service Restaurants on board with the help of Windjammer Manager, Asst. Maitre d’ & Room Service Supervisor plus 350 F&B crew members coming from 35 different nationalities, with duties including guest’s seating arrangements, supervising, and training, staffing levels, security-related matters, and all other operational issues.
• Successfully increased positive guest ratings by 20% from previous opening.
• Reorganized dynamic scheduling and implemented new control procedures resulting in increased efficiency.
• Increased crew satisfaction scores by 10% from previous year.
ROYAL CARIBBEAN CRUISE LINE
2001 – 2003
Windjammer Manager
Successfully managed the busiest F&B outlets (Windjammer Café, Johnny Rockets, Café Promenade, Sorrento’s) serving all meals Buffet Style to 4000 plus guests on board on daily basis.
• Successfully increased guest satisfaction scores by 10% in the areas of cleanliness, attentiveness, maintenance, and breakfast service.
• Recognized as 'most improved customer satisfaction' by a DIRECTOR FLEET FOOD & BEVERAGE.
ROYAL CARIBBEAN CRUISE LINE
2000 – 2001
Asst. Maitre d’
Successfully assisted DRM in all aspects of Food Service operations, including supervising over 200 employees, overseeing dining room operations, coordinating housekeeping, maintenance, and front office, and ensuring high quality customer service and satisfaction.
• Increased productivity by stabilizing staffing levels and implementing training procedures.
ROYAL CARIBBEAN CRUISE LINE 1994-2000
Fine Dining Server.
WELCOMGROUP MAURYA SHERATON HOTEL & TOWERS, DELHI. 1990-1994
Sr. Steward (F&B Service) Banquets & Coffee Shop.
HOTEL JAYPEE VASANT CONTINENTAL, DELHI. 1988-1990
Sr. Steward (F&B Service)Banquets & Specialty Restaurant
CERTIFICATION / TRAINING
Certified Hospitality Supervisor by American Hotel & Lodging Educational Institute. Orlando, USA.
Certified in Vessel Sanitation Public Health Course from Centers For Disease Control & Prevention. Miami, USA.
Certified in USPH Training for Food Sanitation, Safety, Microbiology, Potable Water, Protection of Water Systems, Pools, Spa & Integrated Pest Management, Miami, USA.
Certified in Training Course of CPR/AED by American Red Cross, USA.
Certified in STCW-95 Crowd Management Appropriate Training, On board, RCCL, USA.
Certified Life Boat Commander, Certified by The Common Wealth of the Bahamas Maritime Authority.
Certified in Leadership Excellence Achievement Program, Conducting a Collaborative Review, Coaching for Bringing Out Best in Others. On board, RCCL, USA.
Certified in Safe Serve Alcohol Program, On board RCCL, USA.
EDUCATION
Passed 12th from C.B.S.E. Delhi in 1986.
One year diploma in Hotel Reception & Book Keeping, Food Craft Institute, Board of Technical Education, Delhi. 1986-1987. Six Months Training at Hotel Kanishka, Delhi.
One year diploma in Restaurant & Counter Service, Food Craft Institute, Board of Technical Education, Delhi. 1987-1988. Six Months Training at Hotel Taj Palace, Delhi.
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