HENRY ANTONY XAVIER
North Shore
Summary
An experienced professional guest service supervisor/duty manager with a strong interest to increase customer satisfaction and at the same time making sure all of the operations are being done properly and staff is happy.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Guest Service Supervisor/Hotel Duty Manager
Holiday Inn Express Hotel
Manchester Airport, United Kingdom
09.2023 - 03.2024
- Enhanced guest satisfaction by promptly addressing concerns and providing effective solutions.
- Created memorable experiences for guests by anticipating their needs and going above expectations.
- Supported sales efforts by offering upgrades, upsells, and additional services tailored to individual guest preferences.
- Oversaw front desk operations, ensuring accuracy in reservations, billing procedures, and information updates.
- Maintained accurate records of all guest interactions for better understanding of trends and patterns in customer behaviour.
- Provided backup support for other departments when necessary which resulted in seamless guest experiences across all areas of the hotel.
- Regularly reviewed and updated standard operating procedures to ensure alignment with current industry best practices and maintained the hotel''s competitive edge.
- Spearheaded initiatives to address guest feedback, resulting in continuous improvements in service quality.
- Implemented new training programs to enhance employee performance and improve overall guest experience.
- Conducted regular team meetings, fostering a positive work environment and open communication among staff members.
- Managed conflict resolution between guests and employees when needed resulting in timely resolutions without escalation.
- Mentored junior staff members on company policies and best practices leading to consistent levels of high-quality service delivery.
- Collaborated with housekeeping staff to ensure clean and comfortable accommodations for guests.
Assistant Bar Manager
Hotel Muscat Intercontinental
Oman
05.2013 - 04.2020
- In this role I am responsible for 10 team members
- My duties included leading, motivating & training the colleagues, Opening & Closing the bar, handling complaints and guest relation.
- Maintain 5star standard of service in line with company policy. Prepare drinks according to recipes with efficient and timely manner serve beverage to customers cash handling
- Be creatively involved in menu and bar development participate in staff meetings and solve operational aspects of service weekly and accurate stock taking and stock requisition
- Maintain a consistent, regular attendance record
- Attending to meetings in absence of the bar manager and achieving the budget
- Manage private parties for up to 200 peoples
- I am involved in the launch of a new bar menu including the creation of signature drinks
Education
Diploma - Hotel Management &Catering Technology
Empee Institute of Hotel Management & Catering Technology
India01.1999
Higher secondary -
Carmel HSS Nagercoil
India01.1995
Secondary -
Kanyakumari Public School Karunyapuram
India01.1994
Skills
- Micros billing technology
- FBM
- HRCivilsoft
- Ms Word
- MS Excel
- PowerPoint
PREVIOUS EXPERIENCE
HOTEL MUSCAT INTERCONTINENTAL, OMAN
Pub Supervisor ( 2010 Sep - May 2013 )
Bar Captain ( Feb 2006- Sep 2010)
Waiter(Sep 2000- Feb 2006)
Certification
- Awarded Employee of the month for April 2002,
- Certified First Aid handler
- SWEET - Selling with extra effort training, Basic Life support
- Food safety & Hygiene training,
- Recognized for maintaining consistent standards for Grooming & Hygiene,
- Level 1 - Food Safety awareness in Catering, Travel, Nature, Soccer, Tennis, Cricket, Basketball
Timeline
Guest Service Supervisor/Hotel Duty Manager
Holiday Inn Express Hotel
09.2023 - 03.2024
Assistant Bar Manager
Hotel Muscat Intercontinental
05.2013 - 04.2020
Diploma - Hotel Management &Catering Technology
Empee Institute of Hotel Management & Catering Technology
Higher secondary -
Carmel HSS Nagercoil
Secondary -
Kanyakumari Public School Karunyapuram