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Customer Service Manager

Mumbai, Maharashtra, India
December 22, 2019

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Location: Muscat, Oman Mail:

Mobile: +919*********

Nationality: Indian; Marital Status: Married



Experienced and outgoing professional seeking a position with a progressive company wherediverse customer service skills, and proven calm and reassuring demeanor in changing situations can be capitalized.Provide optimal care in accordance with customer needs and expectationsand high quality of customer service.


Galleria by elaf re-opening Jeddah, KSA – June 2017– March 2019

Assistance Concierge

Key responsibilities

Ensure that bell desk is manned at all times.

Keep working area, clean and tidy always.

Ensure that smooth and fast baggage handling for all arrival / departure guests.

Maintain close relationship with reception / information / cashier as well as other departments.

Attend all guest calls for Bell stand / Door Services related services.

Delegate bell boys to pick up the baggages from guest rooms.

Errand cards are filled in for all baggage movements (Check-in, Check-out, Left luggage etc.)

For any guest requests follow up call to be made back to the guest to verify complete satisfaction.

All guest request are logged on to guest request tracker.

Check the inventory of items on loan, and all items are collected at the time of on or before check-out.

All baggage movements are tagged and recorded.

Update luggage movement register and sign off daily.

Ensure left luggage forms are filled and duly signed by guest and also all applicable policies are explained to the guest.

Guest Messages are distributed properly and accurately.

Guest and other departments letters, couriers are distributed properly and accurately.

Ensure that all bills are paid and room keys returned before guest depart from the hotel premises

Ensure that hotel shuttle bus service and airport transfer are carried out smoothly and properly.

Order required newspaper for next day and monitor delivery of newspapers to each occupied guest room.

Help observe safety and security rules at all times.

Alert the management of any unattended packages and stranger found in the premises .

Checks the daily arrival list for VVIP's or guests with special need.

Prepare for group movements and ensure enough staffing is in place to handle groups.

Greet all guests in the lobby in a warm and professional manner, make them feel welcome and anticipate their needs before they arise.

Recognize all returning and VIP guests, and welcome them back.

Helping guest service team in escorting guests to and from their accommodations and also orienting them with the property features, facilities and in room equipments.

Inform guest about all hotel and guest room features, hotel facilities and emergency procedures.

Assist guests with their luggage and try to acknowledge them by name.

Make deliveries to guest rooms as instructed.

Store and retrieve luggage and other objects for guests.

Be aware of daily hotel activities, group and VIP arrivals.

Communicate special guest requests to the Asst. Front Office Manager / Manager on Duty.

Ensure the lobby, bell closet and work areas as well as departmental equipment are clean and presentable at all times.

Assist the security team in scanning all guest luggage's.

Offer assistance to all guests at times.

Provide an efficient luggage storage, delivery and collection service.

Perform any other works as and when assigned by the management.

Super 8 Motels, Canada – July 2014 – Jan 2015


Key Responsibilities

Welcoming Guests in a friendly and proffesional way.

Addressing and escalating customer complaints.

Providing information about facilities, programms and other services.

Handling all Guest compliments, comments, observations and challenges in timely manner and effectively achieving full guest satisfaction.

Organize, conirm, process and conduct all Guest Check In/ Check Outs, room reservations, process requests, changes and cancellations.

Ensure that any outstanding requests or problems from the previous day receive priority and are resolved.

Anticipate Guest needs and build rapport with customers.

Record information in the logbook daily.

Clarion Hotel and Conference, Calgary – Oct 2013 – June 2014


Key Responsibilities

Greet guests as soon as they arrive and connect them with the appropriate party.

Shuttle Service incharge.

Performed daily inspections of the vehicle

Create and manage both digital and hardcopy filing systems for all partners.

Make travel arrangements and schedule meetings based on all partners itineraries.

Banquet Concierge, Le Germain Hotel, Canada -May 2012– Oct 2013

Sales Associate and Customer Services

Key Responsibilities

Ensure high levels of customer satisfaction through excellent sales service

Supervises wait staff and set up staff. Trains all set up and wait staff. Ensures that waiters and waitresses are ready to serve meal when it is prepared.

Ensures proper banquet check control.

Actively participates in room set up and service.

Inventories all equipment.

Transportation Team Leader / Chauffeur, Burj Al Arab, Dubai. May 2005– Mar 2011

Sales Associate and Customer Services

Key Responsibilities

Ensure high levels of customer satisfaction through excellent sales service

Ensure all Airport Pick ups and Drops are done in accordance with highest standards.

Maintaining proper Roster rotation and Departmental cost maintenance.

Transportation Supervisor – GM Motors, Alissa EST, Saudi. May 2000– Mar 2005


SIWS – First year College, Mumbai, India.

Languages Known



c.Arabic – Basic.


Complaint Handing

Health & safety

Guest Services

Communication in the Workplace

Telephone Skills

Task Trainer

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