RAVEENA PATHARE
Toronto,Canada
Summary
A highly motivated individual, graduate of Concierge Services and Guest Relations Specialist certificate from Fanshawe College. Aiming to become professional front office personnel utilizing my excellent customer service skills. Diligently willing to deliver customer service results that exceed client expectations while developing my hospitality management career.
Overview
11
11
years of professional experience
Work History
Restaurant Manager
My Roti Place
02.2019 - 11.2022
- Manage to schedule for front-house staff
- Lead quarterly meetings with team leaders to discuss the overall operation of the different departments
- Joined the weekly operations meeting and responsible for minute taking
- Manage the end of the month inventory for all areas of the restaurant
- Oversee budgeting, labor planning and forecasting with Restaurant Manager & Financial Controller
- Manage customer complaints; ensure customer satisfaction and efficiently follow up with employees
- Coordinate weekly meetings for improvements and follow ups with Director of Operation and Restaurant Manager
- Provide coaching and feedback to staff to identify any problems, concerns, and opportunities for improvement
- Deliver a high level of customer service by ensuring all staff engages with guests to understand their needs and exceed their expectations
- Maintain proper sanitation, hygiene standards in restaurant departments and maintain effective store presentation
- Assist in any areas of the restaurant when staffing constraints require
- Manage the restaurant in the absence of the Restaurant Manager.
Protocol Officer
Federal Dynamics
11.2018 - 07.2019
- Managed arrivals, departures and inter-terminal transfers of dignitaries during state, official, working and private visits within TorontoPearson YYZ International Airport and its two terminals
- Determined the type of service and level of formalities to accorded to clients depending on their rank, type of visit, event, etc
- Established, fostered and maintained an effective working relationship with airport partners
- Possessed a valid and current Reliability Status clearance with Public Works and Government Services Canada; a Transportation Security Clearance from Transport Canada; and a Restricted Area Identity Card from the Greater Toronto Airport Authority
- Provided excellent customer service to all the delegations with a smile and professional conversation.
Guest Service Agent
Holiday Inn Toronto International Airport
08.2017 - 10.2018
- Managed guest arrival, departure, including processing payments and note requests
- Trained in the operation of OPERA System
- Provided excellent customer service to all the guests with a smile and professional conversation
- Able to answer guest's questions about the hotel facilities and provide recommendations about local businesses or attractions they may be interested in
- Able to make reservations or blocks from telephone, travel agency, and third-party companies
- Oversaw customer service issues and handled complaints or reported to management
- Able to contact housekeeping, maintenance, and security to resolve requests and issues efficiently.
Restaurant Supervisor/Restaurant Manager in Trainee
Wok Box
08.2016 - 01.2017
- Managed to schedule for front-house staff
- Lead quarterly meetings with team leaders to discuss the overall operation of the different departments
- Joined the weekly operations meeting and responsible for minute taking
- Manage the end of the month inventory for all areas of the restaurant
- Oversee budgeting, labor planning and forecasting with Restaurant Manager & Financial Controller
- Manage customer complaints; ensure customer satisfaction and efficiently follow up with employees
- Coordinate weekly meetings for improvements and follow ups with Director of Operation and Restaurant Manager
- Provide coaching and feedback to staff to identify any problems, concerns, and opportunities for improvement
- Deliver a high level of customer service by ensuring all staff engages with guests to understand their needs and exceed their expectations
- Maintain proper sanitation, hygiene standards in restaurant departments and maintain effective store presentation
- Assist in any areas of the restaurant when staffing constraints require
- Manage the restaurant in the absence of the Restaurant Manager.
Guest Service Agent
Doubletree by Hilton
08.2015 - 08.2016
- Managed guest arrival, departure, including processing payments and note requests
- Trained in the operation of ONQ Property Management System
- Provided excellent customer service to all the guests with a smile and professional conversation
- Able to answer guest's questions about the hotel facilities and provide recommendations about local businesses or attractions they may be interested in
- Able to make reservations or blocks from telephone, travel agency, and third-party companies
- Oversaw customer service issues and handled complaints or reported to management
- Able to contact housekeeping, maintenance, and security to resolve requests and issues efficiently
- Trained in operating the ONQ Management System.
Restaurant Supervisor
Pitstop
03.2012 - 06.2014
- Led and executed all aspects of the Kitchen (Heart of house), human resources: recruitment and selection, training, performance management, recognition, and development
- Managed employees by building strong teamwork and maintaining an accurate and up-to-date plan of restaurant staffing needs
- Maintained a positive attitude that promotes teamwork within the restaurant
- Shift management of controllable costs: Food, beverage, labor, and QC prom line
- Assisted the General Manager with all aspects of restaurant operations.
Guest Relations
JW Marriot
12.2012 - 03.2013
- Ensured an effective experience for guests, including check-in and check-out as required
- Ensured that supervisors are kept fully aware of any relevant feedback from guests and other departments
- Achieved positive outcomes from guest queries in a timely and effective manner
- Demonstrated knowledge of hotel room categories, room rates, packages, promotions, and other general product knowledge necessary to perform everyday duties
- Maximized room occupancy and applied up-selling techniques to promote hotel services and facilities
- Used the correct procedures regarding the adoption of credit cards and cash in accordance with the hotel credit policy
- This includes as well a proper method of third-party credit card authorization for guest stays.
Education
Post Graduate Certificate Program - Concierge Services Guest Relations Specialist
Fanshawe College
London, ON08.2016
Advance Standing Diploma - Hospitality Management
Fanshawe College
London, ON04.2015
Bachelors in Hospitality Management - Hospitality Management
Kohinoor College of Hotel and Tourism Management
Mumbai, India04.2014
Skills
- Education in Hospitality and Concierge
- Hard working and self-motivated
- Professional with keen business acumen & strong analytical mind
- Excellent customer service and communication skills
- Communicate & liaise effectively with multicultural customers, staff and management
- Committed to providing excellent customer services
- Creative problem solver
- Pro-active with can-do attitude
Timeline
Restaurant Manager
My Roti Place
02.2019 - 11.2022
Protocol Officer
Federal Dynamics
11.2018 - 07.2019
Guest Service Agent
Holiday Inn Toronto International Airport
08.2017 - 10.2018
Restaurant Supervisor/Restaurant Manager in Trainee
Wok Box
08.2016 - 01.2017
Guest Service Agent
Doubletree by Hilton
08.2015 - 08.2016
Guest Relations
JW Marriot
12.2012 - 03.2013
Restaurant Supervisor
Pitstop
03.2012 - 06.2014
Post Graduate Certificate Program - Concierge Services Guest Relations Specialist
Fanshawe College
Advance Standing Diploma - Hospitality Management
Fanshawe College
Bachelors in Hospitality Management - Hospitality Management
Kohinoor College of Hotel and Tourism Management
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