Manager Customer Service

oopinder Bahl

*** ********* **** ******* ** M*E *V1 tel.: 416-***-**** bahlroopinder@live.com________________________________________

Objective:

Upbeat, energetic, articulate and people oriented professional with 10+ years experience in Hospitality & entertainment industry. Proven expertise in bar and restaurant management, sales & marketing and security. Outgoing personality with astute, diplomatic and tactful communication skills adept at up selling, diffusing and solving conflicts and building relationship with customers that lead to customer loyalty and business growth.

Core Skills:

• Excellent communication and people skills

• Ability to multi-task with attention to details

• Build sales and maximize profits

• Quick decisions making and problem solve skills

• Highly organized and able to prioritize effectively

• Motivated and goal-oriented

• Ability to deal with dynamic environment

Professional Experiences:

Restaurant Manager , The Casey’s Bar & Grill Aug 2010-present

• Adhere to all operating procedures and ensure all standards and controls are followed by shift supervisors and crew members and assignments are performed in timely manner.

• Established and maintaining proactive Human resource function of employee motivation ,onsite training & development, conducting performance evaluation and providing feedback.

• Ensure excellent patron experiences by providing superior service and quality food.

• Record deliveries, receive and reconcile inventories with purchase order , take stock inventory and complete night report which correctly record all transactions and accurately reflect operating procedures , present the report to General manager and discuss with team members.

• Maintain cleanliness and sanitation standards of the restaurants by routine check-up , improvise job descriptions and schedules adhering to labour cost and conduct pre shift briefings.

• Deal all complaints efficiently and in a courteous manner , deal all enquiries and address mystery shopper report to GM and staff suggest strategies for improvements.

General Manager, Pizza Hut and KFC, Nov 2001-Sep 2010

• Managed all daily store operations of multiple units including but not limited to P&L reconciliation, customer service, setting objectives, customer issues and concerns, area of opportunities, Monitored development plan of supervisors and crew members, Encouraged creative thinking in local marketing and community involvement

• Monitored multiple database to keep track of branch inventory

• Controlled the overall cash flow on a daily basis to meet the weekly expenditures.

• Planning, organizing and controlling delivery management i.e. 20% of daily revenue inputs.

• Recorded and reconciled weekly inventory and vendor relations to ensure the timely and cost-effective purchasing of food and beverages maintained cost, under 30

• Assessed employee relations encompassing staff recruitment, onsite training and performance evaluation

• Suggested and implemented strategies that lead to increased revenue.

• Worked varied shift schedule including lunch and dinner shifts, opening and closing the restaurant.

Restaurant Manager, Cyclone Club ,Dubai, june 1993-aug 2001

• Managed 30 shift associates including wait staff, bussers and bartenders; selected to train all new employees via ten day formal training program.

• Planned and manage private parties featuring corporate heads, sports figures and celebrities

• Assisted F&B manager in opening of pool lounge, bar and service set up, menu planning, staffing in that highly conservative environment, resulted in positive marketing and great publicity.

• Assisted general manager and sales department to organize battle of band nights to enhance the entertainment culture, introduced mix shooters and cocktails maximizing revenue.

• Organized patio BBQ (late nights )to provide complimentary food and thus keeping maximum no of guests till closing wee hours and thus increasing beverage revenue almost by 15% .

• Organized theme parties , fancy decorations and introducing fancy drinks for Halloween, st Patrick day, new year eve, summer Christmas, etc.

• Assisted in inventory control ,food cost and addressed issues of improvements.

• Arranged staff meal programme and accommodation status.

• Assigned job descriptions covering all operational requirements, communicated staff performance , training and development needs to F&B Manager on regular basis.

F & B Supervisor, Maitre’ d - The Leela Kempinski Hotel, Mumbai, India Dec1991-Jan 1993

• Managed and supervised 24 Hours waterfall Cafe’ of 30+ staff with attached bar ,Buffet and a la carte services,

• Conducted shift briefings, updated product knowledge ,addressed issues and areas of opportunity, assigned job descriptions ,provided onsite training ,coached and mentored to increase productivity , coordinated efforts to drive success and performance evaluated.

• Coordinated with other departments, worked in close liaison with kitchen in menu planning

• Attended managers briefings, presented staff and service improvement reports,and designed nature of modification to achieve the results as per sales targets.

• Provided cross training to team members to minimize cost and developed multi tasking skills.

• Encouraged creative thinking, created contagious environment full of positive energy and ensured yes attitude , inspired associates resulted in outstanding guests service.

Management trainee - Ramada Regency Hotel, Surat, India Aug1990-Nov1991

• Managed and supervised daily operations of each outlet (Room service, Coffee shop, Banquets, Speciality Restaurant) under close supervision of Outlet manager in this programme.

• Planned schedules, Conducted pre shift meetings, Coached and mentor team members ,assigned tasks ,measured performance by following up and provided feedback , designed programmes of improvement .

• Attended daily briefings conducted by F&B manager and reconciled strategies in operation.

• Worked in varied shifts in all outlets and learned the job description of each .

• Addressed areas of opportunity to team , coordinated and directed efforts to increase productivity ,resolved conflicts ,developed performance skills and ability to multitask.

Educations:

• Diploma in Hotel and Restaurant Management and Applied Nutrition

IHMA , INDIA 1988-1990

• Degree in Bachelor of Science Administration,

Rajasthan University, India 1986-1988

Training and certificates:

• Smart Serve

• Food Handling certificate

• WHMIS training

• Basic first aid training

References will be provided upon request.

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