Resume - More than 14 years of experience in all aspects of Customer Care Services, Facil...

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Resume #76943

CONTACT INFORMATION:
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OBJECTIVE:

To obtain a responsible position in which my supervisory and executive experience and professional abilities in the Hospitality Industry, Facilities Management Services, Guest Relations Operations, Customer Service Administration, and Telemarketing will be used effectively.

SKILLS:

More than 14 years of experience in all aspects of Customer Care Services, Facilities Management Services, Guest Relations Operations, Administrative and Support Functions. Ability to communicate effectively at all levels.
Excellent experience in Archibus/FM Operations, EPABX systems and operating PC using Opera, Fidelio computer software, word processing database, word, Excel Etc.

PROFFESIONAL EXPERIENCE:

Facilities Officer / AMC / Stow, Dec 2006 - till date
Facilities Supervisor Facilities Management,
Dubai, UAE.

Guest Relations Officer / Kings Kourt Hotel May 2003 – Oct 2006
Front Office Executive Mysore, India.

Guest Relations Executive Country Vacations, Aug2001 – Apr 2003
Mysore, India.

Cashier Shopping Zone, Mar 1998 – June 2001

Front Office Executive/ Hotel Maurya, Apr 1994 – Mar 1996
Telephone Operator Mysore, India.

Total work Experience: 14 years

EDUCATIONAL BACKGROUND:

Certificate Course in Customer 2005 – 2006 LABS,
Relations and Sales Mysore, India.

Dip in Mechanical Engineering 1994 – 1997 CPC Govt
Polytechnic,
Mysore, India.

COMPUTER COURSES TAKEN:

Completed courses in MS word, MS excel, Power point, MS access, Internet Explorer.

PROFFESIONAL EXPERIENCE:

1. Facilities Officer/Supervisor AMC / Stow Dec 2006 - till date
Facilities Management,
Dubai, UAE.

Company Information: AMC/Stow International is among the well known Facilities Management Companies providing world class facilities in luxury and executive high rise towers consisting of Hotel Apartments Towers, Residential Apartments Towers and commercial Towers for high profile Clients across the world. With its headquarters at Al-Khobar, it has spread across the UK, USA, Middle East and other Gulf Countries. The company is providing world class services across the UAE with a team of highly qualified and experienced professionals. EMAAR, DAMAC Properties, Al-Rafi Group, Al-Sandos Group is among its clients in UAE.

Primary Duties and Responsibilities:
- supervising the Facilities Staff on duty at different sites
- ensure compliance of regulations / requirements of management
- provide assistance in general administrative activities as required
- contribute to the monthly management report
- work closely with engineering, facilities and operations team in relation to the completion of work orders / contractor management and agreed operational procedures
- work order / job cards – generate job cards/ work orders for all service requests with specific tasks by assigning unique reference numbers
- assign and dispatch – assign specific service provider based on the nature of request/ complaint
- follow up on completion – close service requests by regularly following up with respective service assignee and record response time
- occupier feed back – communicate with requestor to ensure call closure, request status, reasoning and commit on probable timing of call closure
- reporting – prepare daily / weekly reports on call status. Prepare monthly report on recurring calls and assist Facilities Manager in job card analysis
- to compute statistics related to calls received at the end of day – e.g. resolution time ;%age of type of calls; if a particular area is more prone to calls of a specific nature; etc
- to enter and monitor, in the prescribed format or through given software, all requests / calls landing at the central help desk
- to bring to the attention of the Facilities Manager, matters requiring attention
- to follow up with technical team contractor / service providers whenever for closure of work orders
- to bring to the attention of Facilities Manager, the pending issues at the end of the day. To ensure complaints and requests get solved within stipulated time.
- help reduce number of complaints & resolution time working closely with technical team
- fixing appointments for owners of unoccupied apartments for keys handover
- prepare weekly / monthly reports of incidents / activities / attendance schedule of staff
- attend to all internal and external telephonic enquires

2. Guest Relations Officer / Kings Kourt Hotel May 2003 – Oct 2006
Front Office Executive Mysore, India.

Hotel Information: Designed to resemble a King's Palace, the Kings Kourt hotel dominates south India's tourism sector. With 350 guest rooms, it attracts tourists from all over the world offering temperature-controlled swimming pools, a water-sports center, tennis court, golf putting green, children's care center and most importantly, a tranquil haven for rest and relaxation.

Primary Duties and Responsibilities:

- Promoted to establish Guest Relations Department in 350-room luxury hotel.
- Responsible for setting tone and image of hotel through providing guest services, including tourist information, tour arrangements, and hotel and airline reservations.
- Procure theater and symphony tickets.
- Arrange car rentals and limousine hires.
- Handle and route guest mail and faxes.
- Make restaurant recommendations and dinner reservations based on comprehensive knowledge and contact with area restaurants and management.
- Supervise/manage 40-person hotel staff including Concierge Department Assistants, Mail and Information Clerks, Bell Staff, Doormen, Valet Parking and Hotel Garage Staff, and Telephone Operators.
- Extensive knowledge of all areas of hotel operation.
- Interact with other hotel departments to ensure full guest service.
- Diplomatically and effectively resolve guest grievances/problems; compose responses and make follow-up phone contact.
- During hotel's promotion, handle all guests from check-in to check-out; coordinate museum tickets, consulting with guests on preferred times.
- Assist in hotel promotions and marketing strategies; coordinate all Bridal Package arrangements.
- Administer emergency life saving procedures as necessary; work well under pressure and in difficult situations.
- Ability to function in a variety of capacities within the hotel structure.

3. Guest Relations Executive Country Vacations, Aug 2001-April 2003
Mysore, India.

Hotel information: At Country Club – Mysore, we strive to create the finest vacation experience for every guest who passes through our door by providing the perfect set of leisure and entertainment facilities that will make the stay and the trip a memorable one. And not surprisingly, our guests keep coming back, year after year, to experience the warmth of Country Club - Mysore.

Primary Duties and Responsibilities:
- managing travel arrangements( flight booking, accommodations, etc)
- liaising with VIPS and high profile clients locally & internationally
- managing incoming & outgoing mails, faxes and e-mails
- screening / handling telephone calls, enquires & requests
- update regular guests about the facilities available at the resort and encourage them to utilize the same
- escorting the guests to their rooms, cottages and help them out in settling down in their allotted rooms, cottages.
- highlight the important aspects of the club to the visiting guests and encourage them to become members of the club as per their preferences.
- attend to guests' complaints and take immediate action and get the problems solved at the earliest by conveying the same to the concerned department.
- Collect feedback about the club from the guests, assure them of considering them.
- put forward the same suggestions with the Guest Relations Manager
- reports to and aids Guest Relations Manager in his responsibilities

4. Cashier Shopping Zone, Mar 98 - June 2001

Shopping center information: Shopping Zone is one of the fastest growing shopping center in the region. It is a multiplex building with all household items, electronic appliances, gifts and toys, sports accessories, cosmetic and other items all under one roof.

Primary Duties and Responsibilities:
- accurate operation of fully computerized billing system
- accurate billing of different consumer items and their tax structure
- maintaining marginal profits on consumer goods during discount sales
- efficient and proper maintenance of cash
- deposit of cash in the bank and daily maintaining the details of cash transitions

5. Front Office Executive/ Hotel Maurya, Apr1994 - Mar 1996
Telephone Operator Mysore, India.

Hotel information: Hotel Maurya is a 3 star hotel, a sister concern of The Village Palate Holiday Resort. Ideal for both business and leisure traveler, the hotel is a five minute drive from the world famous The Mysore Palace and museum. Adding to the glamour of the hotel are several posh restaurants and bars, including the exclusive Mysore Memories restaurant.

Primary Duties and Responsibilities:

- take count of all the keys and ensure that there are sufficient keys for the entire shift
- check if all the rooms are blocked as per preference
- ensure that all the rooms are ready on time. On arrival collect the passport (if foreign national), business card and credit card details. Take the right amount of authorization

- exchange foreign currency and provide money against credit card. De-block rooms and assign rooms as per guest preference, provide a room and attend to guest complaints
- prepare reservations for walk in arrivals and also future date. Check out guest, collect room keys and ensure that mini bar charges are collected
- prepare folder for any group arrivals, ensure that rooms are blocked, rooming list is prepared and rooms are ready on time
- ensure that the cash from previous shift is accurate
- prepare the key report at the end of each shift, close the cash and ensure if there is a reimbursement or drop, calculate the cash, give the cash handover to the next shift
- handle all duties concerned to front office setting and implementing transportation, catering services, rooms' allocation, flight reservations, train reservations, etc…
- compose / edit business correspondence answer phone calls from clients and consignees with the company, type letters, memos, and legal documents, organize systematic filings both hard and electronic copies
- vacation plan and administration preparing the relevant periodic reports pertaining to all functions related to front office administration department for submission to the front office manager

PERSONAL DETAILS:
- Date of birth: 18-08-1978
- Place of birth: Mysore, India
- Nationality: Indian
- Religion: Islam
- Marital status: Single
- Medical history: Good and no disabilities
- Languages known: English, Urdu, Hindi, Malayalam, Tamil,
Kannada

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