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Manager Customer Service

Location:
Qibla, Kuwait City, Kuwait
Posted:
January 12, 2020

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Resume:

MICKIN REBELLO

Contact: +91-993*******

Email: ada965@r.postjobfree.com

Current City: Kuwait City, Kuwait

Date of Birth: 14 April 1983

LinkedIn Profile: https://www.linkedin.com/in/mickin-rebello-b9b80862/

HOSPITALITY INDUSTRY PROFESSIONAL

Experience of over 14 years in delivering Optimal Results & Business Value in High-Growth Environments

Competent, diligent & efficient hospitality industry professional in Restaurant and Bar Management, food and beverage management, Revenue Generation, Guest Management, budgeting and profit and loss statements, marketing strategies, inventory management, team management, general administration and customer relations. Skilled in handling & supervising large staffs and overseeing food and beverage revenues with comprehensive experience in F & B service operations, systematic planning and future growth of business.

Natural flair for building relations, customer service and proven abilities in achieving optimum level of customer satisfaction. Adept at attaining service deliverables and experienced in team management & improvement in efficiency of operations.

Bachelors Degree of Hotel Management, Catering and Technology with proficiency in handling all aspects of F&B Service and kitchen management including monitoring food production and aesthetic presentation of food and beverages.

Excellence in driving revenue enhancement initiatives with strong track record of exceeding budgeted performance milestones along with conceptualizing and implementing cost control measures to optimize operational efficiency.

Customer-satisfaction driven professional with excellent verbal communication skills, a professional appearance and demeanor to handle challenging operations.

Exemplary leadership qualities and professionalism which promotes enthusiasm and teamwork; excel in supervising, training and mentoring junior staff.

PROFESSIONAL EXPERIENCE

FLOWER LATTE

UNIVERSAL FOOD COMPANY, KUWAIT

October 2019 - present

Restaurant Manager

Creating, training and enforcing standard operating procedures and training modules to ensure excellent customer service

Managing the team of professionals for better performance and efficiency while providing regular training sessions to the incumbents in technical knowledge, service skills, professional behavior and etiquette

Setting up pre-opening systems and processes to be ready by the day of restaurant opening

Contacting and setting up vendor ordering and streamlining daily ordering keeping in mind par levels, expected business volumes and cost controls

ROCOCOA (FRENCH INSPIRED BISTRO & ICE CREAMERY, CHOCOLATERIE, PATISSERIE),

KHARAFI GLOBAL, KUWAIT and SAUDI ARABIA

June 2017 – October 2019

Restaurant Manager

Deputy Operations Leader - Kuwait

Conceptualizing, forecasting and developing goals, budgets for the new business venture. Devising strategies to capture a larger market share and to capture the target market to ensure brand image and growth for this new concept

Rationalize processes to minimize direct and indirect costs and execute control measures to optimize running cost

Handle proactive customer relations. Plan and execute the operations to ensure quality service, Manage and monitor guest requests, complaints and feedbacks

Was assigned a special task to train and coach the pre-opening management and staff of Rococoa in Riyadh, Saudi Arabia followed by supporting the successful opening of Rococoa in Riyadh transferring not only concept knowledge but also overall operational set up for new market

Playing an active role in making key decisions with regard to strategies, ideas and promotions both during the pre-opening stage as well as post-opening in order to increase footfalls and revenue

Responsible for being the deputy operations leader for Kuwait and to constantly help achieve the brand goals across the existing three Rococoa units in the Middle East region

Responsible for market brand awareness and growth with overall focus on sale and development of all aspects including dine-in, online and delivery, outdoor catering, retail, counter sales, product awareness in the market through social media, marketing, planning and executing outdoor events like farmers style markets, etc., chocolate and patisserie promotion and sales for weddings and special functions, corporate gifting

Playing a major role in meeting and executing plans with event management companies and wedding organizers, offering or attaining business proposals to ensure a win-win situation for both establishments

In addition to the above listed job responsibilities, an overall outlook with assistance from other managers to ensure customer satisfaction and retention at all times, managing the time, capabilities and shortfalls of the front of the house and back of the house team members and responsible for all operational aspects related to cash handling, inventory management, quality audits, financial transactions, human resource needs, dealing with vendors and suppliers and day to day needs of restaurant and brand operations

NINO (ITALIAN RESTAURANT) & BAKER AND SPICE (HOMEMADE, FRESH, LOCAL, ORGANIC RESTAURANT), KHARAFI GLOBAL, KUWAIT

December 2015 – June 2017

Restaurant Manager

Taking full responsibility for the business performance of the restaurant.

Analysing and planning restaurant sales and profitability.

Maintaining records with regards to stock levels (monthly and yearly inventory’s) also all financial transactions recorded to help create a transparency as well as for future reference.

Responsible for ensuring full compliance of company’s food safety and quality management system ensuring a clean environment as well as proper Health and Safety Systems.

Having perfect rapport with the customers with regards to satisfaction of their meals as well as service, handling guests complaints, special requests with regards to dietary needs allergies, special occasions etc.

Lead and develop staff within the area of responsibility including on job orientation, probation management, performance planning and review, trainings, succession planning, daily staff supervision and coordination of work.

Responsible for achieving team goals, the prime objective being to make sure the customers’ needs are met and leave with a great dining experience.

SIN ENVY PRIDE (COCKTAIL LOUNGE BAR) AND SYRAKKO (FINE DINING MODERN CUISINE), TALISMAN HOSPITALITY SERVICES PVT. LTD., PUNE

February 2014 – September 2015

Restaurant Manager

Pre-Opening Senior Management Team

Responsible for purchasing supplies, price negotiation, market research, as well as review and analysis of information on purchase requisitions in order to ensure that they comply with the organization's requirement as per the business concept and plan

Playing an active role in making key decisions with regard to strategies, ideas and promotions both during the pre-opening stage as well as post-opening in order to increase footfalls and revenue

Extensive online and market research in finding and selecting the right operational equipments, furniture, fixtures and all other capital expenditures pertaining to running a successful food and beverage business

Consulting with owners of the business, brainstorming and finding the best possible outcome with regards to creating a brand, its name, design and logo, the aspects of a company and its profile, its brand manual and its effects on market recognition

Extensive research, trials and improvisation on the food and beverage product quality keeping in mind meeting international standards as well as suiting the local customer palate

Decision maker in lay-out of the restaurant and the bar keeping in mind operational practicality, customer convenience and the ambiance

Designing work flow charts for all operational departments including food and beverage services, housekeeping, front of the house services, valet services

Creating, designing and putting into practice company policies like employee benefits, handling customers and systems to avoid discrepancies in inventories

Training and optimum usage of operational, accounting, purchase and payroll related software to ensure documentation of all reports

Contributing creative inputs in the areas of menu Planning, food and beverage costing, staffing, new recipes to add value in operations of F&B dept. These initiatives resulted in enhancing customer satisfaction leading to increase in customer traffic

KUEBAR (NIGHTCLUB) AND MIX@36(LOUNGE BAR), THE WESTIN, PUNE

March 2013 – January 2014

Restaurant Manager/ Manager-Bars

CELINI RESTAURANT, GRAND HYATT, MUMBAI, INDIA

Assistant Restaurant Manager, January 2011 – February 2013

CHINA HOUSE RESTAURANT, GRAND HYATT, MUMBAI, INDIA

Team Leader, June 2007 – December 2010

Pre – Opening Team Member, April 2007 – May 2007

CELINI RESTAURANT, GRAND HYATT, MUMBAI, INDIA

Waiter, June 2005 – April 2007

EDUCATIONAL CREDENTIALS

Bachelor of Hotel Management and Catering Technology 2004

Bharati Vidyapeeth Institute of Hotel Management and Catering Technology, Pune, India

Higher Secondary Certificate 2000

St. Patrick’s Junior College of Commerce, Pune, India

TRAININGS UNDERTAKEN

OBEROI HOTELS, MUMBAI, INDIA (June 2003 – September 2003)

LE MERIDIEN, PUNE, INDIA (May 2001)

PASSPORT DETAILS

Number: J9772299

Date of issue: 20/09/2011

Place of issue: Pune

Date of Expiry: 19/09/2021

Nationality: Indian



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