Manager Customer Service

VIVEK S. PILLAI

B/***, ANURADHA APPT.

SHANKESHWAR DARSHAN,

BIRLA COLLEGEROAD KALYAN (W) 421 301

Tel: +91-251- 2321268/+91-996*******

E mail: ***************@*****.***/*****.*********@*****.***

Seeking a position of Butler Manager/In Room Dinning Manager/Asst. Restaurant Manager

Profile Snapshot:

A hospitality industry professional with experience of 8+ years with leading Hotels & Ultra Luxury Cruise Liners.

Experience includes 5+ years of international exposure in providing efficient services to high profile guests.

Proven competence to manage and coordinate Food &Beverage & Housekeeping operations.

Worked as a Guest Service Valet & Butler with ITC Grand Central Sheraton, Mumbai & Taj Hotel, Mumbai respectively

Presently based in Miami, Florida in the capacity as Senior Butler with Regent Seven Seas Cruises, NCL holding.

Functional Skills:

Ensure Guest satisfaction.

Responsible for maintaining high standards with regards to daily operations.

Improvise and Implement new operational techniques.

Responsible for Housekeeping operations.

Organize Theme barbeques e.g.( Tex Mex, Sea food extravaganza, Mediterranean Bistro, Balkan)

Strong background in F&B Operations, Catering, Public relations, Training & General Administration

Organize events independently.

Excellent communication, interpersonal and problem solving skills.

Wide variety of client handling from diverse backgrounds.

Keeping high standards with regard to operational challenges & exposure to working in multi cultural environments.

COMMERCIAL WORK EXPERIENCE

YELLOW BANANA FOOD CO.

Brands ( Pop Tates, Urban Tadka, Timbactoo, 0” 15 Lounge, Some Like it Hot .)

Assistant Restaurant Manager

JOB DUTIES/ RESPONSIBILITIES

Plan, forecast, and budget the revenues & cost for the Restaurant.

Develop and implement strategies to achieve a larger market share and attract new segments, for the outlet.

Implement systems and procedures that achieve higher cost efficiency and guest satisfaction.

Create a work environment that is high in employee morale and provides constant learning & development and use the feedback from Employee Satisfaction Survey to draw an action plan.

Constant benchmark & innovate products & services in line with changing customer expectations.

Maximize revenue & profitability of the restaurant through best of product knowledge & service standards in order to create a market value..

Measure and monitor all parameters and attributes against pre-determined targets .

Maintaining external contacts and local liaison.

Work in close coordination with Assistant General Manager and area Manager for maximizing operational efficiencies.

Ensure imparting both technical & Practical training to all employees.

Maintain high standards of hygiene & sanitation in and around the restaurant.

Work with the Executive Chef in the area of cuisine, menu planning & design.

Review the monthly profit and loss statement of the restaurant derive inferences and develop action plans on the same.

Ensure that all the operational standards set for all the equipments & processes are followed.

Participating the promotion and marketing/PR plans for the outlet.

Maintain regular contacts with corporate and individual customers.

Make sure all the maintenance requirement are met .

Ensure that the department procures the best quality raw material and cost effective equipment.

Identify key communities, plan various initiatives and co-ordinate the support activities.

Handling 138 Covers Restaurant pop Tates and 127 covers Timbuctoo( contemporary lounge).

Concept of both the restaurant one is Fusion conti and Chinese .

Responsible for overall operations of both the restaurant .

Responsible for the team of 30 staff .

Responsible for maintaining sop as per the company standard .

Organizing training and briefing for before and after the operations .

COMMERCIAL WORK EXPERIENCE

REGENT SEVEN SEAS CRUISE, Miami, USA

Senior Butler (Febrary2010 – Till date)

Job Profile:

Reports to Housekeeping Manager, Food & Beverages Manager and General Manager.

Responsible for top 10 categories suite on board to manage and overlook operations .

Responsible for a team of 11 butlers.

Handle top 2 categories suites on board ( Grand and Master)

Ensure assigned suites are prepared before embarkation with all the amenities and informational materials required.

Ensures the Butler suites are set as per the company standards .

Responsible to train and develop the skills of the team.

Manage and overlook day to day operations of the entire team.

Conduct special training for Food and Wine pairing in co-ordination with the cellar Master on board.

Undergone Wine training. Also guided the team to different vineyards on wine tours (Got an opportunity to visit very famous vineyards like Bordeaux, Banfi & Casablanca.)

Make reservations for various activities and services such as shore excursions, dining, wine, spa, etc. Follow-ups to ensure services and amenities are delivered as specified.

Provide accurate information and answer customer questions, maintain knowledge of the Ship’s regular events, Ports of call and special functions by reviewing all available sources (including the vessel’s daily newsletter.)

Make arrangements for Tailor service, Tuxedo rental, Babysitting, Special needs, etc. Follows-up to ensure services are scheduled as specified, Unpack or Pack guest’s belongings if requested.

Worked as an Head Waiter in “Prime 7 restaurant” an American Steak House which is one of the Specialty restaurants on board

Achievements:

Received various letters of appreciation from guests for customer service .

Received appreciation for achieving the highest beverage target.

Received appreciation for the best team member on board.

TAJ HOTEL, Mumbai, India

Butler (May 2008 – July 2010)

Job Profile:

To develop guest recognition and retain their preferences.

Ensure all guest preferences are taken and actioned.

Knowledge of menu to aid up-selling.

To conduct daily audits in the rooms to ensure compliance to standards.

To take guest order and ensure proper execution of the same.

To ensure all guest requests are attended to promptly.

Ensure adherence to service and clearance procedures.

Checks upon the quality of mis-en-place and ensures equal distribution.

Be aware of the complaint handling procedure.

Actively participate in all the training programs, learn and execute the same.

Has a complete understanding of the billing cycle and facilities offered in house.

Has thorough knowledge of city and surroundings.

Ensure all reports, registers and logbooks are updated.

Upkeep of equipment and fixtures in pantries.

Ensures adequate stock of the operating supplies as per the re-ordering levels.

Constantly innovate and improve the processes of the department for guest delight.

Abide by all aspects of grooming before and during the operational hours.

Maintain high levels of personal hygiene.

Be aware of emergency and safety procedures.

ITC GRAND CENTRAL SHERATON, Luxury Collection, Mumbai, India

Guest Service Valet (June 2007 - May 2008)

Job Profile:

Interaction with guest & gaining customer delight through proper service & verbal interaction.

Kept track on guest preference through maintaining guest history card.

Responsible for inventory, requisition and month end inventory of crockery, cutlery, glassware & silverware.

Affluent in point of sale (pos) system of hotel software.

TRAININGUNDERGONE

Undergone Industrial training for 30 days in 'THE AMBASSADOR ' Mumbai.

Undergone Industrial training for 6 months in ' TAJ PRESIDENT ' Mumbai.

EDUCATION

Bachelors Degree in Hotel Management (2007) from CMS College of Science and Commerce, Coimbatore, Bharathiar University

I.T. Proficiency: MS Word, Internet usage, MS PowerPoint, MS Excel & other office Automation products, Micros & Fidelio .

PERSONAL DETAILS

Date of Birth: May 10,1986

Nationality: Indian

Languages known: English, Hindi, Marathi, Malayalam & French

Visa: -Holding C1D US ( 5 years validity) & Schengen visa till ( Dec2015)

Vivek .S. Pillai

Contact this candidate