ANKUR BAGGAAddress: AMSA, Building M2, Apt.7017,Jumeirah Village South, Dubai, U.A.EEmail: email@example.comTel: +971559160425Nationality: IndianU.A.E Stamp Status: 3 year residencyMarital Status: MarriedDate of Birth: June 2, 1978 QUALIFICATIONS SUMMARYA conscientious customer service professional with over 6 years customer care, front ofhouse and guest relations management experience in the hospitality sector. A passion fordelivery of exemplary customer service is fuelled by an organised mindset, superb attentionto detail and genuinely caring attitude. A dependable character and respected manager withdiscretion, loyalty and personal responsibility as key values.Now targeting a customer service oriented role in the hospitality and leisure sector. Talent for identifying customer needs and presenting appropriate company and destination product and service offerings. Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral business. Track record of assisting in the design and implementation of standard operating procedures that reduce labour costs and improve customer-satisfaction ratings. Expertise in resolving escalated customer service issues. Relied upon for dealing with high profile leisure and corporate VIP guests using the hotel. EDUCATIONAL QUALIFICATIONS B.A in Hospitality Management, University of Huddersfield, U.K – Awarded Year 2001 Diploma in Hotel and Catering Management, Institute of Hotel Management, India – Awarded Year 2001 Diploma in Computer Applications, National Institute of Information Technology, India – Awarded Year 1999 Higher Secondary Certificate, Elphinstone College, India – Awarded Year 1997 Fluent command over the English Language Fluent command over the Hindi Language Proficient with Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint®, Microsoft Publisher and Microsoft Outlook®). Proficient in Hotel Operating Systems – Opera and Micros …Continued…
PROFESSIONAL EXPERIENCEChief Concierge January 2012 to Present Atlantis The Palm, DubaiElected 2nd Vice President for Les Clefs d’Or, U.A.E (U.A.E Section of U.I.C.H- TheSociety of Golden Keys for Hotel Concierges)Appointed to represent Atlantis The Palm, Dubai as a World Concierge for EtihadHolidays Luxury Brochure 2012-2013Awards Guest Services Manager for the Second Quarter 2012Nominated for Manager of the Quarter for Atlantis The Palm, DubaiNominated for Concierge of The Year, Hotelier Magazine, Middle EastAwarded a Certificate of Appreciation from RTA, U.A.EResort ProfileAtlantis, The Palm is the flagship resort on The Palm Jumeirah. Created by KerznerInternational Holdings Limited, A stunning 1,539-room resort With its enviable location atopthe crescent of The Palm Jumeirah, the resort encompasses a 46 hectare site with 17hectares of water themed amusement at AQUAVENTURE, extensive fresh and salt-waterpools and lagoon exhibits, an open-air marine habitat, a seemingly endless stretch of beach,luxury boutiques, numerous dining choices including four celebrity chef restaurants, anexciting nightclub, a Spa and Fitness Club, and 5,600m2 of meeting and function space.Job ProfileTo oversee and coordinate the daily running and duties of the concierge services. To ensurethat the concierge team are at all times updated with all knowledge and training to performtheir daily tasks. To attend to guest inquiries, preferences and requests ensuring at all timesthat the best interest of the resort and the guest is prioritized. Have full knowledge andassist guests with reservations and information of resort activities, restaurants, spa andsales promotions. Have full knowledge of local sights, attractions, events, shopping, tours,activities and restaurants, have available maps and contact details in order to assist guestswith any requests or interest they might have. Communicate or present confirmations andfollow up communications to the guests regarding requested information.Duties and Responsibilities Leading a strong team of 3 Team leaders & 35 direct reporting team members with over 1500 rooms. As part of the Guest Services Management Team, managing operations of Concierge Desk, Business Centre, Hospitality Lounge, Imperial Club, and Lobby Hosts to ensure quality and service standards are met. Developed new training procedures for new and existing associates and ensured each associate adheres to hotel standards, policies and procedures. Hands on in delivering exceptional Guest Service and satisfying all requests from ordinary to the extraordinary of our discerning and varied clientele Recruited, trained, and developed new employees. Regulated shift coverage for optimum effectiveness.
Prepared vacation scheduling according to resort requirements. Managed guest services operations and maintained high standards of work performance through motivation, constant feedback and incentives. Created innovative incentive programs right from scratch resulting in high levels of motivation among the team. Attend daily operations management meeting and ensure all information required is communicated to the team members. Assume duty manager responsibilities, attending to guest incidents, issues and complaints and emergencies. Communicate special requests and guest comments with the senior management team in a daily guest services comment report. Liaise with respective departments of special guest or group needs and requirements to ensure guest satisfaction. Achieved effective communication by holding regular departmental meetings and inter-departmental meetings and achieved high level of team spirit by organizing weekly and monthly team outings to various venues. Handled all guest requests and follow through to assure satisfactory outcome and compliance. Responsible for the preparation of budgets and forecasts. Conducted employee performance evaluations every month through one-on-one meetings and every quarter through appraisals Organised and conducted creative and consistent SOP training of over 15 new and existing staff every quarter.Head Concierge/Duty Manager October 2008 to August 2011 Clontarf Castle Hotel, Dublin 3, IrelandAppointed the Asst. Secretary for Les Clefs D’Or– Ireland Section of U.I.C.H- TheSociety of Golden Keys for Hotel ConciergesJob ProfileHigh level position of significant responsibility organising all on and off site activities andrequirements of all leisure and corporate guestsPromoted to lead team of 2 concierges in daily operations of the highly customer focusseddepartment. Collaborate with Front Office Manager and Sales Manager to create strategicplans and packages to enhance customer satisfaction. Provide employees with tools tomaintain and increase service levels to both internal and external customers. Work closelywith other departments to promote the hotel, clarify information and build relationships withthe guests of the hotel.Responsibilities included: Organising bespoke services for all our leisure and corporate clients. These include: o Travel, tours and transport arrangements o Organising Corporate, team building and group activities o Destination based requirements within Ireland o Tickets, VIP access and Hospitality Packages for major events o VIP and repeat guest requirements ensuring particular items are in room before check in and meet and greet on arrival. Instrumental in improving customer-satisfaction ratings through suggestion, development and implementation of new reporting procedures.
Increased employee awareness by training on standard operating procedures set in the Game Plan and by continuous involvement with the city’s main attractions to increase destination knowledge. Enhanced employee performance and attendance through daily mentoring, one-to- one discussions and motivational strategies. Received outstanding positive comments from team members on employee reviews, as well as exceptional feedback from senior management. Continuous liaison with Front Desk and Sales team to ensure all guest requirements are looked after to achieve high levels of customer satisfaction. PREVIOUS EMPLOYMENTSConcierge January 2006 – October 2008 CLONTARF CASTLE HOTEL – Clontarf, Dublin 3, IrelandAwarded Team Achiever of the month, April 2006 and Employee of the year for2006Senior Bartender May 2003 – January 2006 CLONTARF CASTLE HOTEL – Clontarf, Dublin 3, IrelandFood and Beverage Assistant May 2001 – May 2003 The Library Bar, Taj President – Mumbai, India REFERENCESAvailable on Request