Customer Service Management
Resume:
Hotel and Restaurant Professional with over ** years experience in FOH
operation with expertise in customer service management in the hospitality domain in international and national hotel chains with proven competence in successfully managing different aspects of hotel / service management industry. Specializing in tables and customer service in addition to food safety and handling expertise. Organized and independent worker with strong time management skills. Detail -oriented and able to learn new tasks quickly and effectively. Knowledgeable of duties pertaining to both FOH and BOH operation with an affinity to encourage others and work as a team player. Well versed with forms of cutlery and their proper presentation on the food table . Able to provide efficient, courteous, and prompt service to customer at cash register or Counter
Julian Brian Azariah
*************@*****.***
https://www.linkedin.com/in/julian-azariah-574b671 902 Bali Residency, Rathodi
Marve Road, Malad, Mumbai,
India 400095
Indian
May 2022 to Current
Restaurant Captain
The Terrace – A Maiden Affair( Bar & Lounge), Mumbai, May 2022
WORK HISTORY
Ensure all department goals are communicated,
understood and met by concerned associates
•
Coordinate tasks and work with other department
to ensure that the department runs efficiently
•
Explain how various menu item are prepared,
describing ingredients
•
Work closely with other team members to ensure
excellent service provided to all customers
•
To lead the team on each shift and ensure the
restaurant service standards are updated
•
Upsold sides and beverages to increase restaurant
revenue.
•
• Responsible to maintain hygiene at all times
Guided guests through menus while demonstrating
detailed knowledge of dishes and ingredients.
•
Answer to guest queries and refer any
complain/suggestion to outlet manager or his
assistant.
•
• Maximised covers by monitoring dining room for
June 2015 to April 2016
Certificate of Higher Education
Sangai International University, India
SKILLS
Excellent Interpersonal &
Communication Skills
•
Expert at Managing High Volume
Dinning
•
Providing excellent guest service
and experience
•
Managing & Training junior
servers and staff
•
Strong Knowledge of Food and
Beverage
•
Collaboration & Coordination
Management Skills
•
Problem Solving & Multitasking
Skills
•
Strong Memories Skills &
Attention to Detail
•
• Upselling techniques
• Restaurant administration
EDUCATION
January 2022 to April 2022
Captain
SKYLARK, OMRAN DEVELOPMENT LLC, Muscat,
Sultanate of Oman
August 2021 to December 2021
AR Associate Trainee
GeBBS Healthcare Solution Pvt.Ltd. (US based BPO), Mumbai, August 2021 - December 2021
seating availability.
Liaised with bar and kitchen staff to maintain
seamless customer service outputs and provide
timely delivery of food and beverages.
•
Tracked tables throughout meals to identify further sales opportunities.
•
Trained and supervised wait staff to maintain
first-class customer service standards.
•
Encouraged repeat business by presenting clean
and welcoming dining environment.
•
Worked closely with chef to provide tasty options
for guests with food allergies or intolerances.
•
Trained and supervised wait staff to maintain
first-class customer service standards
•
Pleasantly greeted guests and offered to take
drink orders while assisting with menu
familiarisation.
•
Covered large parties and events, anticipating
planning and staffing needs.
•
Liaised with bar and kitchen staff to maintain
seamless customer service outputs and provide
timely delivery of food and beverages.
•
Maximised covers by monitoring dining room for
seating availability.
•
Upsold sides and beverages to increase restaurant
revenue.
•
Acted as first point of contact for customer issues and queries.
•
Met call time quotas with concise communication
and following established scripts.
•
Smoothened customer onboarding experience,
providing superior level of customer care.
•
Used targeted questioning techniques to
determine customer needs and appropriate
support.
•
Facilitated strategic decision-making by producing accurate, comprehensive end-of-shift reports.
•
• Maintained accurate knowledge of current
April 2008 to March 2009
Diploma of Higher Education
Hospitality Management
Agnel Industrial and technical
Training Institute, Mumbai,
Maharashtra
Seminar for World Human
Development,, British council
December 2020 to December 2020
Standards of Training,Certification &
Watchkeeping Basic Safety Training
Course mandated by law for working
on a super yacht.
MVVS Maritime Academy, Mumbai,
Maharashtra
November 2021 to February 2022
Certificate in Office Computing MS
Office
Central Board of IT and Vocational
Training, Mumbai, Maharashtra
January 2023 to March 2023
Bar Skills & Techniques Bar Skills,
Techniques & Essential Guide to
Spirits
Diageo Bar Academy, Mumbai,
Maharashtra
April 2018 to September 2020
Lead Server/ Cashier
Big Chefs Café & Brasserie, Saudi Arabia, Jeddah, Saudi Arabia
September 2014 to September 2018
Room Service Incharge
Novotel Hotel, Al Bustan, ACCOR GROUP OF HOTELS,
Abu Dhabi, UAE
August 2011 to January 2013
F&B Server
services to provide informative customer advice.
Established follow-up call systems to effectively
resolve complaints and maintain customer loyalty.
•
Improved call metric standards to exceed
performance KPI targets.
•
Processed complaints professionally, seeking
effective, timely solutions for continued customer satisfaction.
•
Attended regular product training to enhance
customer advice.
•
Handled high call volumes with accuracy and
efficiency for optimum productivity.
•
Increased client retention by building instant
rapport and establishing customer trust.
•
Recommended call routing strategies, reducing
average on-hold times.
•
Ensured a seamless dining service, cooperating
closely with servers, porters and kitchen staff.
•
Ensured guests left with positive impression of
restaurant, helping to promote repeat business.
•
• Delivered exceptional, friendly and fast service. Skilfully resolved customer concerns, implementing action to ensure pleasant dining experience.
•
Calculated charges, issued bills and collected
payments, processing accurately to avoid bill
discrepancies.
•
Maximised table turns and rotated seating to cater to up to 500 guests daily.
•
Suggested restaurant menu improvements that
generated in additional sales.
•
Complied with all health department regulations,
proactively identifying and highlighting issues
immediately.
•
Completed daily opening and closing checklists,
ensuring restaurant cleanliness and security.
•
Al Kaabi Consruction & Transport Corporation, Doha, Doha, Qatar
March 2009 to January 2010
Trainee
The Taj Mahal Palace & Tower, Mumbai, India
Alina Zapopadko- Human Resource, Novotel Al- Bustan Hotel, Abu Dhabi
Yasir- Human Resource, ETE GROUP OF COMPANIES,
Saudi Arabia
REFERENCES
Contact this candidate