Customer Service Manager
Resume:
CURRICULUM VITAE
Name : Efstratios Rectsinis
Date of Birth : 9 November 1975
Home Address : ** ** *******, ****** **** el Ainy Cairo,Egypt
Email : **********@*****.***
Telephone : 002*-**-***-****
EDUCATION
• Helwan University Cairo- Egypt
Bachelor of Hotel Management
• Ambetios High School Diploma
Cairo, Egypt
EXPERIENCE
2009 – Present General Manager at Jaz Hotels
Sol Y Mar Pioneer & Sol Y Mar Mut Inn 4**** 123 Rooms
Western Desert-Egypt
Quality Assurance/Customer Service
Manage all aspects of the customer service within the hotel in order to anticipate and exceed customer expectations. Develop product knowledge to ensure accurate delivery of service.
Monitor, analyse and provide feedback to all departments regarding complaints, and all other customer feedback in order to identify trends and take pro-active actions. Resolution of customer complaints within the hotel. Ensure in Hotel compensation guidelines are followed in conjunction with the head office. Ensure all Health and Safety procedures are implemented according to Company standards.
Supplier Management
Carry out all supplier communication activity in line with company procedure (Local authorities, Government people)
Ensure suppliers have a full understanding of all product and service specifications in order to ensure effective delivery.
Complete orders in line with company procedures to ensure correct stock levels are maintained.
Team Management
Train and develop staff to maximise performance, aid retention and reduce turnover. Accountable for the delivery of the performance management process in line with Company procedures.
Lead and inspire individuals to develop a highly motivated, committed team. Ensure team receive; understand to all company policies & procedures. Co-ordinate workload of staff within the hotel etc..
Communication
Keep all staff informed on all relevant business issues & updates using varied methods of communication.
Provide detailed and accurate reports as required by head office.
Hold staff and management meetings on a daily basis to review & improve performance, communicate minutes
2007 – 2009 Executive Assistant Manager Louis Tiran Sharm 5***** Hotel (Opening) 350 Rooms-Sharm el Sheikh -Egypt
• Team Management
Train and develop staff to maximise performance, aid retention and reduce turnover Accountable for the delivery of the performance management process in line with Company procedures. Lead and inspire individuals to develop a highly motivated, committed team.
Ensure team receive; understand to all company policies & procedures. Co-ordinate workload of staff within the hotel including rotas
Quality Assurance/Customer Service
Manage all aspects of the customer service within the hotel in order to anticipate and exceed customer expectations.
Develop product knowledge to ensure accurate delivery of service.
Monitor, analyse and provide feedback to all departments regarding complaints, and all other customer feedback in order to identify trends and take pro-active actions.
Resolution of customer complaints within the hotel.
Ensure in Hotel compensation guidelines are followed in conjunction with the Hotel Manager.
Ensure all Health and Safety procedures are implemented according to Company standards.
Communication
Keep Hotel Manager and all staff informed on all relevant business issues & updates using varied methods of communication.
Provide detailed and accurate reports as required by Hotel Manager and Hotels General Manager.
Escalate or communicate to Hotel Manager all issues deemed fit or which cannot be resolved locally, or, which will have high customer/financial impact.Hold staff and management meetings on a daily basis to review & improve performance, communicate minutes & actions to Hotel Manager.
Supplier Management
Carry out all supplier communication activity in line with company procedure (Local authorities, Government people etc.).
Ensure suppliers have a full understanding of all product and service specifications in order to ensure effective delivery.
Complete orders in line with company procedures to ensure correct stock levels are maintained.
2006 – 2007 Executive Assistant Manager at Louis Colossos Beach Hotel. 4**** Rhodes. Greece 742 Rooms ( Opening )
• Team Management
Train and develop staff to maximise performance, aid retention and reduce turnover Accountable for the delivery of the performance management process in line with Company procedures. Lead and inspire individuals to develop a highly motivated, committed team.
Ensure team receive; understand to all company policies & procedures. Co-ordinate workload of staff within the hotel including rotas
Quality Assurance/Customer Service
Manage all aspects of the customer service within the hotel in order to anticipate and exceed customer expectations.
Develop product knowledge to ensure accurate delivery of service.
Monitor, analyse and provide feedback to all departments regarding complaints, and all other customer feedback in order to identify trends and take pro-active actions.
Resolution of customer complaints within the hotel.
Ensure in Hotel compensation guidelines are followed in conjunction with the Hotel Manager.
Ensure all Health and Safety procedures are implemented according to Company standards.
Communication
Keep Hotel Manager and all staff informed on all relevant business issues & updates using varied methods of communication.
Provide detailed and accurate reports as required by Hotel Manager and Hotels General Manager.
Escalate or communicate to Hotel Manager all issues deemed fit or which cannot be resolved locally, or, which will have high customer/financial impact.Hold staff and management meetings on a daily basis to review & improve performance, communicate minutes & actions to Hotel Manager.
Supplier Management
Carry out all supplier communication activity in line with company procedure (Local authorities, Government people etc.).
Ensure suppliers have a full understanding of all product and service specifications in order to ensure effective delivery.
Complete orders in line with company procedures to ensure correct stock levels are maintained.
2005 – 2006 SSP (Select Service Partner)
General Manager (Food & Beverage Director)
Cairo International Airport (Opening)
• I was dealing and Co-operate with authorities and government during the pre-opening period for easier movement of the branch (14 sites), and managing 230 people all the internal departments of the company like Stores, Accounting, Administration, and Operations (all the branded restaurants with their standards like Ritazza cafe-Upper Crust restaurants and bars–Food village and other local concepts) As General Manager I was responsible for the efficient management of all catering and hospitality services throughout this multi-site venue. Also I was directly responsible for the provision of a high quality, customer focused and financially viable service in line with achieving the company's corporate goals. Management of all catering and hospitality services and to oversee the day-to-day operation of our sites, which range from snacks and confectionary Kiosks to self-service dining at the branded Restaurant, negotiating with suppliers, and controlling departmental expenditure
Develop and manage strategic business plan for catering services and the implementation of the plan. To work within financial budgets and to ensure sales targets and costs are met at all times. To maximize sales, promote existing services and to introduce new concepts and brands. To ensure compliance with all legislation, company policies and to implement quality assurance procedures
2002-2005 SSP (Select Service Partner)
General Manager (Food & Beverage Director)
Sharm El Sheikh International Airport (Opening)
• I was dealing and Co-operate with authorities and government during the pre-opening period for easier movement of the branch (14 sites), and managing 125 people all the internal departments of the company like Stores, Accounting, Administration, and Operations (all the branded restaurants with their standards like Ritazza cafe-Upper Crust-Sbarro restaurants and bars–Food village and other local concepts) As General Manager I was responsible for the efficient management of all catering and hospitality services throughout this multi-site venue. Also I was directly responsible for the provision of a high quality, customer focused and financially viable service in line with achieving the company's corporate goals. Management of all catering and hospitality services and to oversee the day-to-day operation of our sites, which range from snacks and confectionary Kiosks to self-service dining at the branded Restaurant, negotiating with suppliers, and controlling departmental expenditure
Develop and manage strategic business plan for catering services and the implementation of the plan. To work within financial budgets and to ensure sales targets and costs are met at all times. To maximize sales, promote existing services and to introduce new concepts and brands. To ensure compliance with all legislation, company policies and to implement quality assurance procedures
2000 – 2002 Joannou and Paraskevaides ltd (Libya brunch)
Asst. Chief Administrator 8000 Employees
• Dealing with the labour and immigration offices for work permissions and visas for all the employees of the company in all the sites.
• Responsible for the daily operations of the sites by issuing the daily passes of the dessert
• Responsible for employees accommodation
• Responsible for the employees travel ( tickets-paid vacation balance….etc)
PERSONAL INFORMATION
• Marital Status : Married
• Nationality : Greek
• Military Service : Exempted
IT Skills
Proficient user of Fidelio, Opera, Hermes, Comsys and Sysco Hotel Management software.
Advanced knowledge of Microsoft Windows and Microsoft Office Suite
Languages
• Greek : Native tongue
• English : Fluent Spoken & Written
• Arabic : Fluent Spoken & Written
PERSONAL QUALIFICATION
• Willing, enthusiastic and hard worker.
• Maintaining high standards of the Operation.
• Problem Solving.
• Working effectively and communicatively with others.
• Passionate about customer service
• Keen to work in an environment where quality service and standards come before costs and paperwork
• Experience of managing a diverse team of characters
• Managers who can think on their feet and drive for results
References are furnished upon request
Contact this candidate