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Customer Service Guest

Mumbai, Maharashtra, India
September 25, 2023

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● A rich experience in the Hotel & Restaurant industry with 9 years of career success in a wide range of roles and functions like Service Management, Customer Service/Operations, Training & Development, Guest Relationship Management, Food and Beverage, etc.

● Excellent aesthetic sense, hygienic attitude and a polished etiquette –“The Essence of This Industry”.

● Ability to acquire new skills, knowledge and qualifications to keep abreast with latest trends. ● An unwavering commitment to customer service, with the ability to ensure high quality and timely expedition of customer requests, build productive relationships, resolve complex issues and win customer loyalty.

● Ability to work with relative calm in a high pressure environment and time constraints. Professional with natural flair for building relations, customer service and proven abilities in achieving optimum level of customer satisfaction.

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

Strategic Planning Food & Beverage Restaurant Operations Customer Service Staff Management

Quality Standards Guest Relationship Management Stock Management Health & Safety Standards Training & Development Inventory Control Team Management Sales Reports HR Functions Marketing Promotion + Planning for Increasing sale + Guest Service PROFESSIONAL EXPERIENCE & DEVELOPMENT

Presently working as Senior Waiter (Guest Service Associations) at Bellona Hospitality Services Pvt. Ltd.)

Worked in 212 Cafe All Day as Trainee Captain from 2018-2019. Worked in KFC as Team member from 2014-2018

Worked in McDonalds as Crew member from 2012-2014

TRAINING MANAGEMENT AND BRIEFING OF RESTAURANT SUPERVISORS AND CAPTAINS Accountable for providing training to the new Appointed staff about service and company Profile. TARGET

Make the target plan of restaurant on monthly basis and follow up on daily basis. Ensure to achieve the target of restaurant. COORDINATOR

Maintain good coordination between restaurant staff, hr department, account, finance and Marketing.


Make the target plan of restaurant on monthly basis and follow up on daily basis. Ensure to achieve the target of restaurant. COORDINATOR

Maintain good coordination between restaurant staff, hr department, account, finance and Marketing.


Ensure that cogs would we in controlled for restaurant. If there are high cogs of restaurant than try to reduce cost by following all process. NEW VENDOR MANAGEMENT

Ensure that vendor price, and price would be quotation wise. If there is any problem than find the new vendor with good Quality and prices.

TRAINING MANAGEMENT AND BREIFING OF RESTAURANT STAFF Accountable for providing training to the new Appointed Manager’s about service and company Profile.

● Proficiently understand customer queries and handles them affectionately and sorts out their grievances and queries.

● Effectively motivate & guide the team to enhance performance and achieve targets.

● Provide support to new trainees through mentoring, observation, and feedback.

● Ensure adherence of international standards in the organization in accordance with guidelines; ensuring that procedures and policies are complied with by entire staff.

● Assist in the inventory management and ongoing

maintenance of hotel operating equipment and other assets, including establishing par stocks, equipment care and maintenance and inventory taking as required.

● Accountable for providing training to the New Appointed Manager’s about the inventory part, Guest Service & COGS.

● Resolve customers’ queries/ complaints promptly, gathered customers’ feedback and provided inputs to the management.

Hotel Holiday INN

WORKED AS FOOD & BEVERAGES ASSOCIATE (july 2010 to may 2012)

● Ensure adherence to service quality standards and providing quality service and maintaining hygiene.

● Monitor the daily sales reports, end of the day filling those records in daily sales history book.

● Formulate & implement strategic plans to enhance service quality standards & implement strict

● Measures in customer care procedures to optimize guest satisfaction & retention.

● Proficiently manage situation in the times of crisis, provide feasible and innovative solutions to manage the


● FO (Front office)

● F&B (Food & Beverage)

● HK (House Keeping)

● FP (Food Production)


CLASS 10th - 2008

Maharashtra Board

CLASS 12th - 2010

Maharashtra Board

COMPUTER PROFICIENCY: Operating System: WINDOWS, IOS Packages: MS Office

Extra – Curricular Activities: Actively participated in sports at school level. PERMANENT DETAILS

Jaya Behera S/o Abhimanya Behera,Pratibha Niwas Chawl 26/1 Kajupada, KUrla (W), Mumbai - 40072.

Date of Birth: 07th May 1991; Language Proficiency: English, Hindi, Marathi & Oriya

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