Gagan Srivastava
Calgary,Canada
Summary
A culmination of over 20 years of solid CUSTOMER SERVICE, HOSPITALITY OPERATIONS, SALES & BUSINESS DEVELOPMENT experience, coupled with a strong educational background in Hospitality and Business Management. A highly organized, goal-oriented, customer & employee-focused hospitality management professional, demonstrating consistent achievement of top-quality service with a record of improving efficiency, productivity, and profitability through excellent client service and process improvements. Experienced Supervisor leading team members on-time job completion. Assign tasks, train employees, provide feedback, mediate interpersonal conflicts and implement company procedures. Excellent communication and listening skills. Provide leadership and vision which drives teams to meet goals.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Supervisor – Security & Customer Service
GardaWorld Security Services
11.2022 - Current
- Provide excellent client service to the customers, visitors and tenants
- Actively engage in client management, recommending solutions, performance management, decision-making, problem-solving, training & development to the staff
- Responding to phone calls and emails to the tenants, management, and contractors
- Entrusted with the responsibility to supervise, coach and mentor fifteen security staff
- Shrewdly consolidated training procedures, detailing best practices with operations of fire alarm panels, emergency response, access control systems, intercom systems, two-way radio communication, CCTV systems and professional report writing and investigation to maximize productivity and efficacy
- Oversee all daily security operations involving incident investigation, access control audits, emergency incident management and liaison with local EMS and law enforcement
- Proactively observe the work environment and assess any incidents, coordinating external efforts where necessary for risk mitigation throughout 2018-2024
- Complete circa 340 through workplace investigations for the in-house legal department and senior management
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Evaluated employee performance and coached and trained to improve weak areas.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Assistant Supervisor – Security & Customer Service
Brookfield Properties Inc.
06.2022 - 10.2022
- Provide excellent client service to the customers, visitors and tenants
- Actively engage in client management, recommending solutions, performance management, decision-making, problem-solving, training & development to the staff
- Responding to phone calls and emails to the tenants, management, and contractors
- Entrusted with the responsibility to supervise, coach and mentor fifteen security staff
- Shrewdly consolidated training procedures, detailing best practices with operations of fire alarm panels, emergency response, access control systems, intercom systems, two-way radio communication, CCTV systems and professional report writing and investigation to maximize productivity and efficacy
- Oversee all daily security operations involving incident investigation, access control audits, emergency incident management and liaison with local EMS and law enforcement
- Proactively observe the work environment and assess any incidents, coordinating external efforts where necessary for risk mitigation throughout 2018-2024
- Complete circa 340 through workplace investigations for the in-house legal department and senior management
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Evaluated employee performance and coached and trained to improve weak areas.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Security Officer – Security & Customer Service
Brookfield Properties Inc.
08.2019 - 05.2022
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Conducted regular patrols of key areas to spot and control security concerns.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Provided excellent customer service while addressing visitor inquiries or concerns related to facility safety or access control procedures.
- Prevented unauthorized access to facilities by enforcing strict entry protocols and verifying identification.
- Maintained a safe environment for employees and visitors through continuous risk assessment and threat analysis.
- Reported suspicious activities and persons to law enforcement.
- Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
- Decreased instances of theft, vandalism, and trespassing through diligent observation and reporting suspicious activities.
- Responded effectively to emergencies or disturbances, prioritizing the safety of personnel while minimizing property damage or loss.
Security Officer – Security & Customer Service
GardaWorld Security Services
04.2018 - 07.2019
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Conducted regular patrols of key areas to spot and control security concerns.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Provided excellent customer service while addressing visitor inquiries or concerns related to facility safety or access control procedures.
- Prevented unauthorized access to facilities by enforcing strict entry protocols and verifying identification.
- Maintained a safe environment for employees and visitors through continuous risk assessment and threat analysis.
- Reported suspicious activities and persons to law enforcement.
- Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
- Decreased instances of theft, vandalism, and trespassing through diligent observation and reporting suspicious activities.
- Responded effectively to emergencies or disturbances, prioritizing the safety of personnel while minimizing property damage or loss.
Duty Manager – Front Desk Guest Services
Comfort Inn Hotel & Suites
03.2016 - 03.2018
- Ensure to deliver exceptional customer service.
- Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
- Trained employees in essential job functions.
- Mentored and supported junior staff members to apply best practices and follow procedures.
- Supervised and coordinated team to provide guidance and support and maximize performance.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
- Handled escalated customer issues with diplomacy, ensuring satisfactory resolution while preserving long-term client relationships.
- Improved customer satisfaction by promptly addressing and resolving guest concerns and complaints.
- opment
Front Desk Supervisor – Guest Services
Best Western Village Park Inn Hotel
09.2012 - 02.2016
- Ensure to deliver exceptional customer service.
- Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
- Trained employees in essential job functions.
- Mentored and supported junior staff members to apply best practices and follow procedures.
- Supervised and coordinated team to provide guidance and support and maximize performance.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
- Handled escalated customer issues with diplomacy, ensuring satisfactory resolution while preserving long-term client relationships.
- Improved customer satisfaction by promptly addressing and resolving guest concerns and complaints.
- opment
Guest Services Agent
Four Points by Sheraton Hotel
06.2010 - 08.2012
- Ensure to deliver exceptional customer service.
- Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
- Collected room deposits, fees, and payments.
- Maximized revenue by upselling room upgrades and additional services.
- Handled cash transactions accurately, balancing daily reports at the end of each shift.
- Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Supported front desk team members during peak times, ensuring efficient operations under high-pressure situations.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Improved guest experience scores by consistently delivering exceptional service through active listening skills.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Assisted guests with check-ins, account inquiries, and any additional services needed.
- Greeted guests upon arrival by providing warm welcome.
- Responded to guest inquiries to maximize guest satisfaction.
- Utilized variety of organizational and communication skills to drive guest satisfaction.
Asst. Manager - HR & Admin
IND Synergy Ltd.
05.2009 - 03.2010
- Maintained detailed records of employee data securely, safeguarding sensitive information from unauthorized access or disclosure.
- Served as a point-of-contact for employees regarding policy inquiries or concerns, providing prompt resolutions when needed.
- Improved company culture by promoting team-building activities, fostering collaboration, and recognizing employee achievements.
- Managed recruitment efforts to attract top talent, utilizing targeted job postings and thorough candidate screening processes.
- Supported organizational growth with strategic workforce planning, aligning staffing levels with business objectives.
- Coordinated employee exit processes, conducting thorough exit interviews to gather valuable insights for future improvement efforts.
- Oversaw internal promotions process by properly evaluating candidates based on experience and qualifications related to the position requirements.
- Ensured compliance with labor laws and regulations by maintaining up-to-date knowledge and conducting regular audits of HR practices.
- Assisted in the management of payroll functions to ensure accurate compensation distribution across all departments.
- Developed succession plans to prepare for key personnel transitions while minimizing disruptions in operations.
- Structured compensation and benefits according to market conditions and budget demands.
Education
MBA - Business Management
Symbiosis Center For Distance Learning
Pune04.2007
BBA - Hospitality And Tourism Management
Dr. RML Avadh University
Faizabad07.2001
Skills
- Client engagement
- Client management
- Financial management
- Cash handling
- Lobby management
- Consulting
- Recommending solutions
- Revenue management
- Performance management
- Leadership
- Product knowledge
- Customer service
- Hospitality
- Critical thinking
- Decision making
- Problem solving
- Interpersonal relationship management
- Sells & business development
- Computer savvy
- Training and mentoring
- Goal-Oriented
- Staff Management
- Employee Motivation
- Complex Problem-Solving
- Strategic Planning
- Inventory Control
- Operations Management
- Process Monitoring and Improvement
- Financial Management
- Business Development
Certification
- Completed Canadian Investment Funds Course (CIFC) from IFSE, Alberta, Canada in Sep 2023.
- Completed Certified Protection Officer Course (CPO).
- Certified Standard First Aid & CPR/AED.
- Completed WHMIS certification for workplace safety.
Accomplishments
- Received employee of the year award for excellent customer service at Best Western Village Park Inn, Calgary
- Acted as a delegate to groups at Four Points by Sheraton for Canada Olympic Park
- Received appreciation from guests for excellent customer service through Expedia & Trip Advisor
- Preferred by Management for Training & Development Program for the year 2013 & 2014
Languages
English
Full Professional
Hindi
Full Professional
Punjabi
Full Professional
Timeline
Supervisor – Security & Customer Service
GardaWorld Security Services
11.2022 - Current
Assistant Supervisor – Security & Customer Service
Brookfield Properties Inc.
06.2022 - 10.2022
Security Officer – Security & Customer Service
Brookfield Properties Inc.
08.2019 - 05.2022
Security Officer – Security & Customer Service
GardaWorld Security Services
04.2018 - 07.2019
Duty Manager – Front Desk Guest Services
Comfort Inn Hotel & Suites
03.2016 - 03.2018
Front Desk Supervisor – Guest Services
Best Western Village Park Inn Hotel
09.2012 - 02.2016
Guest Services Agent
Four Points by Sheraton Hotel
06.2010 - 08.2012
Asst. Manager - HR & Admin
IND Synergy Ltd.
05.2009 - 03.2010
MBA - Business Management
Symbiosis Center For Distance Learning
BBA - Hospitality And Tourism Management
Dr. RML Avadh University
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