Manager Customer Service

RESUME

OBJECTIVE:-

I am a consistent, hard working, highly motivated person. I enjoy working with the public. I feel that i am a friendly, outgoing and dependable person. I feel it is crucial to demonstrate the importance of my job duties and expectations. I am looking to improve my position in the work force, expand my knowledge and skills. I am also looking to establish long term employment in a friendly environment.

PROFESSIONAL EXPERIENCE

Hotel samrat heavens (Apr’19- March '20)

General Manager

Hotel Has 27 room, Three 7500sqft hall, One 4500sqft hall, One 2200sqft hall, One Restaurant 60 cover Multicuision Restaurant, one Bar 80 cover with all imported and domestic alcohol, and one conference room

Ensure highest standards of professional services to customers.

Initiate Cost effective controls and revenue management techniques..

Create brand image for the hotel.

Develop strategies for organizing, staffing, planning and executing functionalities.

Provide training for hotel staff in delivering care that meets the best standards and practices.

Develop day-to-day operations and functions of a hotel ensuring total guest satisfaction.

Maintain and manage hotel equipment, infrastructure, inventories and other facilities efficiently.

Planned work schedule for various indiviusal, team and department working in the hotel

Hold regular briefings and meetings with all Department HOD’s Staff.

Ensure full compliance to Hotel operating controls, SOP’s, policies, procedures and service standards.

Ensure that monthly financial outlooks for Rooms,Food & Beverage, Admin & General, on target and accurate.

Prepare a monthly financial reporting for the owners and stake holders

Act as a final decision maker in hiring a key staffs in all Department

Manage and develop the team to ensure career progression and development.

Be accountable for responsibilities of department heads and take ownership of all guest complaints.

Provide effective leadership to hotel team members.

Personally conducting training schedule as per Departmental Routine.

Hotel Vista Residency, Lucknow (Apr’17-Apr’19)

General Manager

Joined as a operation manager and promoted as General Manager Apr 18

Hotel Has 42 room, One 11000sqft lawn, One 4500sqft hall, One 2200sqft hall, One Restaurant 60 cover Multicuision Restaurant

Planned work schedule for various indiviusal, team and department working in the hotel

Hold regular briefings and meetings with all Department HOD’s Staff.

Ensure full compliance to Hotel operating controls, SOP’s, policies, procedures and service standards.

Ensure that monthly financial outlooks for Rooms,Food & Beverage, Admin & General, on target and accurate.

Prepare a monthly financial reporting for the owners and stake holders

Act as a final decision maker in hiring a key staffs in all Department

Manage and develop the team to ensure career progression and development.

Be accountable for responsibilities of department heads and take ownership of all guest complaints.

Provide effective leadership to hotel team members.

Personally conducting training schedule as per Departmental Routine.

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Brijwasi Land inn, Mathura (April 2013 –April 2017)

Food & Beverage Manager

Hotel Has 33 room, One 20000sqft lawn, One 6500sqft hall, One 5000sqft hall, One Conference hall, 60 cover Multicuision Restaurant And Bar 60 Cover

Supervise operation and handling of all food and beverage outlets for galley area.

Monitor and ensure fulfillment of company’s specified projects and maintain regulatory board of Public Health department for better output.

Develop and ensure proper surveillance of food and beverage supply units using subsidiary wings.

Administer all food and beverage facilities and ensure optimal cleanliness and safety procedures in efficient working.

Assist various departments in selection process and provide guidance to staff members according to company’s rules.

Monitor all local sanitation and healthcare systems to satisfy customers.

Maintain an inventory for all food and bi monthly liquor.

Analyze and utilize various management tools to update expenses and fix bi-weekly wages for Food & Beverage Department.

Perform regular investigation concessions and bars to standardize sanitation and janitorial services plus direct closing of bars in time.

Monitor and enhance efficient upkeep of storage by cleaning and sweeping away rotten food stuff.

Supervise all ensure resolution of customer’s grievances in systematic way.

Prepare weekly work schedule as per hotel requirements in assistance with restaurant employees.

Maintain efficient franchise hotel standards to provide restaurant facilities.

Maintain personal records of working staff for restaurants and provide efficient maintenance.

Maintain knowledge on all fire protection and preventive measures during emergency.

Hotel Lilly White, Delhi (July 2012- march 2013)

Asst. FnB Manager

Hotel Has 30 room, Two 20000sqft lawn, Two 12000sqft hall, One 1500sqft hall, One Restaurant 30 cover

Prepare management, variance, and financial reports on periodic basis.

Manage everyday operations, accounting and financial matters of F&B store.

Supervise employee activities to confirm to established standards and policies.

Identify and rectify operational, financial and employee issues.

Coordinate with audit and business teams to ensure compliance with established procedures.

Train and guide staffs in their job duties.

Assist in recruitment, performance review, promotion, release, wages and salary adjustments for employees.

Ensure employees follow operational practices, hygiene rules, and quality standards.

Develop and implement training programs for employees.

Manage F&B store operations to ensure excellent service in economic and profitable manner.

Initiate the development methods for high quality food and drink preparation process.

Train assigned staffs on emergency, health and safety policies.

Respond quickly to customer complaints to ensure high quality customer service and satisfaction.

Plan and supervise the marketing and promotion activities to attract more customers.

Assist in ordering, purchasing and stocking F&B products.

Coordinate in sourcing and testing new products and menus.

Conduct regular repairs and maintenances for F&B

Hotel Raj Mahal, Agra (Jan 2010 -June 2012)

Restaurant Manager

Hotel Has 52 room, One 4500sqft hall, One 2200sqft hall, One Restaurant 60 cover

Recruiting, training and supervising staff, agreeing and managing budgets

planning menus daily breakfast menu, & dinner buffet menu

ensuring compliance with licensing, hygiene and health and safety legislation/guideline

overseeing stock levels, ordering supplies, producing staff rotas

handling customer enquiries and complaints, taking reservations, greeting and advising customers, problem solving

preparing and presenting staffing/sales reports, keeping statistical and financial records, assessing and improving profitability

setting targets, handling administration and paperwork

making improvements to the running of the business and developing the restaurant

Sbarro Restaurant (Oct 2008- Dec 2010)

Shift Manager

Recruiting, training and supervising staff, agreeing and managing budgets

ensuring compliance with licensing, hygiene and health and safety legislation/guideline

overseeing stock levels, ordering supplies, producing staff rotas

handling customer enquiries and complaints, taking reservations, greeting and advising customers, problem solving

preparing and presenting staffing/sales reports, keeping statistical and financial records, assessing and improving profitability

setting targets, handling administration and paperwork

liaising with customers, employees, suppliers, licensing authorities and sales representatives

making improvements to the running of the business and developing the restaurant

Joined Pizza Hut Agra as a Team Member in April 2006 and promoted as a Buddy Trainer in Aug. 2006. Promoted as a Buddy Trainer Of cash in April 2007.Promoted As a R1 Candidate (Trainee shift Manager) in April 2008.

Joined Park Restaurant in Agra as a Steward.(Nov 2003-March 2006)

EDUCATION

High School with C.B.S.E. board, AGRA in year 2000

Intermediate with C.B.S.E. board, AGRA in Year 2002

B.Sc in math’s with Dr. B.R.A. UNIVERSITY, AGRA in Year 2007

Pursuing MBA from Dr. ABDUL KALAM TECHNICAL UNIVERSITY

ACHIEVEMENT

2007 Area coach award Q1

100% Customer satisfaction award

Best employee of the month

IT SKILLS

A wide Knowledge Of Ms office.

INTEREST

Food cooking, music listing

PERSONAL DETAILS

Fathers name Shri K.K. Mishra

Mothers name Smt. Tara Mishra

Sex Male

D.O.B 25 -09-85

Marital status Married

Religion Hindu

Nationality Indian

Language Hindi, English

Strength Positive attitude

I, Dheeraj Mishra hereby declare that the above information is true to the best of my knowledge.

Date:

Place: (DHEERAJ MISHRA)

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