Customer Service Management

Rajah Sugantharaj

*** **** ****** ****** ******, NY, 10314

(516) 660–5360 ****************@*****.***

Experienced Operations Director

Administration and Organization Project Management Financial Management and Budgeting

Visionary operations director with experience across multiple departments. Proven leader with expertise in employee relations, staff motivation and leading teams to achieve. Successful project manager with track record of developing and implementing projects to effectively manage costs, equipment and staff, and increase company profits. Committed to customer service and delivering a great guest experience. Proven financial acumen with over 15 years of experience in budgeting, allocations, purchasing, and forecasting.

Leadership

Effective Communication

Team Building

Customer Service

Purchasing

Employee Relations

Cost Control

Budget Allocation and Forecasting

Inventory Allocation

Staff Motivation and Incentives

Operational Planning

Profit and Loss Management

Staff Development

Market Growth

Payroll Management

Professional Experience

ALBANY HILTON 40 Lodge Street, Albany, New York 2115 - Present

Director of Housekeeping

Administer entire operations in the Housekeeping and Laundry departments.

Insure the new policies and procedures in place and working.

Handle all purchase for Housekeeping, Laundry, Pool and balance the checkbook, P&L.

Closely monitor the inventory and payroll and find the way of savings from budgeted amount.

McDONALDS, BAY HYLANDS ENTERPRISE, Staten Island, NY 2014 – 2015

Assistant Director of Operations

Supervise seven McDonalds outlets across Staten Island.

Maximize Food and Beverage revenues by focusing on customer service to increase sales.

Manage all costs including food and labor costs to maximize profit.

Organize equipment use to drive down costs and increase profit.

SARATOGA HILTON, THE SPRINGS, Saratoga Springs, NY 2009 – 2014

Director of Operations

Managed entire Food and Beverage operation according to company policy and procedures.

Implemented new room cleaning system for Housekeeping resulting in significant payroll savings and increased profit.

Managed payroll to reduce waste and increase efficiency and directed staffing operations.

Project-managed to completion new incentive program for staff to drive up standards and reward excellence.

Calculated and acted on Profit and Loss statements and created budget forecasts for 2010, 2011, 2012, 2013 and 2014.

COURTYARD BY MARRIOTT, FULL SERVICE, LaGUARDIA AIRPORT, East Elmhurst, NY 2004 – 2009

Director of Services

Responsible for all Housekeeping and Engineering operations including Laundry and Pool departments.

Supervised and motivated staff and led teams to achieve company standards, ensuring compliance with all company policies and procedures.

Conceived and implemented cross-departmental program of preventative maintenance and general cleaning, resulting in significant cost savings for the company.

Maintained inventory and controlled purchasing decisions.

Revised 2005 budget and planned budgets for 2006, 2007, 2008, and 2009.

INTERSTATE HOTELS, SOMERSET MARRIOTT, Somerset, NJ 2000 – 2004

Director of Services

Directed all Housekeeping operations.

Introduced and implemented new policies and procedures to ensure excellent service standards.

Planned budgets for 2000, 2001, 2002, 2003 and 2004.

Education & Credentials

Graduate, McDonalds Hamburger University, Oak Brook, IL

Master of Science, Math and Hospitality Management, University of Jaffna, Sri Lanka

Training Courses: Selling Excellence for Additional Revenue Achievement, Leadership Training,

Food Service Management, Food Protection, and Tips Training.

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