General Manager Customer Service

Niloy Mukherjee

Dar Es Salaam, Tanzania

Contact: +255-***-***-***

Email: - ****************@*****.***

PROFESSIONAL-HOSPITALITY INDUSTRY

Seeking suitable challenging assignments in an organization of repute across the globe

Professional Experience

Presently Working as General Manager in Kingjada Hotels & Apartments Limited,

Dar Es Salaam, Tanzania

New Mwanza Hotel, East Africa,Tanzania as General Manager for 4 Years

Madinat Al Bahr Hotel Zanzibar as Assiestent General Manager 1.5 years

Tata Steel Club Resort (The United Club) as Food and Beverage Manager for 4 years

Best Western Primer Vedic Village as Restaurant Manager for 2 .5 years

Taj Group of Hotels for 12 years

Duties and Responsibility

Competent and diligent professional with an experience of over 20 years driving the overall operations entailing Guest relationship building, providing quality Guest services and resolving Guest queries and complaints; Possess comprehensive knowledge of Operations, Customer Relationship Management, Desk Operations, Training for Sales & Marketing and People Management in the hospitality industry. Adroit in managing wide array of facility management functions.

An unwavering commitment to customer service, with the ability to ensure high quality and timely expedite of customer requests, build productive relationships, resolve complex issues and win customer loyalty.

Demonstrated functional excellence in rolling out policies and programs for the departmental operations to win total guest satisfaction while maintaining reasonable profitability levels.

Guest-satisfaction driven professional with excellent verbal communication skills, a professional appearance and demeanor to handle front office operations. Natural flair for building relations, customer service and proven abilities in achieving optimum level of customer satisfaction.

Core Competencies

Hospitality F&B General Administration Coordination Customer Relations Resource Management Facilities Management Operations Relationship Management Cost Control Initiatives

Work Experience

Working in Tanzania as General Manager in Kingjada Hotels & apartments Ltd a star Hotel containing 81 rooms, a restaurant of a capacity of more than 300 people plus a Poolside Bar having a capacity of 50 guests.

Worked as Food & Beverage Manager in Tata Steel Club Resort in Jamshedpur for 3 years

Worked in Best Western Premier Vedic Village as Restaurant Manager

Park Plaza. As Assistant Manager more than 1 year Kolkata (as a core member in Opening Team)

Specialty Restaurants Ltd (Mainland China New Delhi GK-2) as Asst. Manager for 2 & years

Guest Service

Supervisor – The Hub (All Day Dining Restaurants). Work for 3 years 6 months Guest Service Attendant – Incognito (nightclub). Work 2 years In room dining Guest service Attendant. Work for 2 years Sonargown (the Indian restaurant) Guest service officer work for 2 years 6 months

Handling customer relations, planning and executing the operations to ensure quality service, managing guest requests, complaints and feedbacks while displaying cordial attitude towards clients for referral & repeat business to enhance profitability and business volumes.

Planning and executing the operations to ensure quality service. Managing and monitoring guest requests, complains and feedbacks and target to achieve 100% through GSTS (Guest Satisfaction Tracking System).

Responsible for handling guests and increase guest satisfaction. Evaluating the

feedback for further changes/ improvisations.

Implementing and maintaining Brand Standards, Guest History System and updating of all the guest profiles.

Monitoring business of competition hotels in terms of new accounts and rates.

Formulating and implementing policies, procedures and various strategies of the restaurants while ensuring adherence to regulatory requirements and hospitality norms; ensuring smooth execution of overall functions pertaining to customized menu creation and special discounts etc.

Keeping control on cost & expenses, handling commercial negotiations, managing distribution & in-house control of supplies and ensuring optimum utilization of resources to ensure profitability while ensuring adherence to quality parameters.

Deftly identifying training gaps and inculcating professional competencies amongst the staff regarding Telephone skills, How to take Reservations, How to take Order from Guests, Positive Approach Test, etc. for enabling their professional development and adding value to the organization’s human resource.

Analyzing training needs and arranging training & development sessions for the employees to enhance their skill levels to ensure efficacy in working and meeting of targets.

Responsible for scheduling, hiring & training staff as necessary. Implementing systems and procedures that achieve higher cost efficiency and guest satisfaction.

Supervising overall co-ordination of manpower planning, recruitment, induction & ensuring cultural fit. Constantly monitoring key performance indicators for departments and taking corrective action.

Informing guests about special occasions, offers & discounts and arranging for

clients’ special requests.

Ensuring that all the operational standards set for all the processes are followed. Proposing changes in the policies and procedures to increase efficiency and improve service.

Key Accomplishment

Successfully managed all restaurant in every hotel and restaurant. Wining best Restaurant Manager award in north Kolkata Bhoomi Restaurant in Vedic village

Attained highest score in terms of guest satisfaction (among all Coffee shops in entire Taj Luxury Hotels) for 2 consecutive years and been consistent leader in terms of revenue in city scenario in Kolkata.

Educational Credentials

Specialization in F&B Service from IHM Gangtok 1997 Apprentices- Taj Bengal for two years

Training - “Wine appreciation and understanding of Wine” by Sommelier

Magandeep Singh

Industrial Training

Organization: Hilton, New Delhi/ Taj Palace, New Delhi

Duration: 6 months

Role: Industrial Trainee

Department: Received training for Food & Beverage Service (Specialization) and extensive exposure in all core operational areas and ancillary functions

Date of Birth: 7th July, 1978

Languages Known: English, Hindi and Bengali

Permanent Address: 100, RN Guha Road,

Ashurue Kana Kunj Apartment. Dumdum, Nagarbazar

Kolkata – 700-074

Passport No: X9170321

Date of Issue: 18.04.2023

Date of Expiry: 17.04.2033

Taj Groups of Hotels Kolkata worked More than 12 years

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