SANTOSH BISTA
Hospitality Management
Surrey,BC
Summary
Knowledgeable, dedicated and seasoned customer service professional with 6 years of Retail and 10 years of Hospitality Management experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
16
16
years of professional experience
Work History
Sales & Marketing Consultant
Nepal Tourism Board
Kathmandu, Nepal
09.2018 - 03.2020
- Assisted Nepalese travel trade companies in participating in International tourism fairs.
- Coordinated and communicated with international travel tourism fairs organizers to make Nepal's participation in those events possible.
- Collaborated with Nepalese Embassies, Consulates and other stakeholders for promoting programs/events.
- Helped local travel agencies to develop suitable and competitive tourism packages for various source markets.
- Managed weekly, fortnightly, monthly and yearly progress reports for activities conducted and budget spent.
General Manager/ Buyer
Spirits Of Mt.Seymour
North Vancouver, BC
01.2016 - 02.2018
- Established contact and maintained excellent relation with all BC Wineries as well as Domestic & International Wineries.
- Enhanced operational success through effective staffing, strong training and well-timed customer service.
- Managed budget implementations, employee reviews, training and schedules.
- Evaluated suppliers by assessing quality, timeliness and compliance of deliveries to maximize business operational efficiency.
- Resolved complaints by providing knowledgeable, quick service to meet any need and promote loyalty.
- Stayed current on stock management by diligently inspecting deliveries and updating storage to meet current demands.
- Reconciled statements and accounts, bank deposits and resolved variances.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Determined lowest possible cost, factoring in quality and reliability and negotiated favorable contracts.
Buyer/ Supervisor
Everything Wine – Morgan Crossing, BC
Surrey, BC
05.2012 - 12.2015
- Maintained contacts with all BC wineries and domestic producers & marketers.
- Managed bank deposits, maintained financial records and daily journal.
- Oversaw and streamlined daily operations to maximize productivity and revenue.
- Documented purchasing information in Software to maintain detailed and accurate records.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Contacted existing and prospective customers by phone or email on consistent basis, which resulted in regularly surpassing seasonal sales targets.
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
- Analyzed and properly processed product returns, assisting customers with finding alternative merchandise to meet needs.
- Applied security and loss prevention training toward recognizing risks and reducing store theft.
- Prepared packages for shipment via courier services for prompt delivery to customers.
- Boosted inventory and recordkeeping accuracy by conducting thorough inspections and comparing shipment contents with documentation.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Assistant Manager
Four Season Resort
Whistler, BC
07.2004 - 04.2011
- Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance following Four Season's culture and values.
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional hospitality service.
- Greeted and interacted extensively with customers, promoting specials and providing details regarding key product offerings.
- Rapidly identified and diplomatically addressed customer complaints to achieve high levels of satisfaction and loyalty.
- Maintained impressive accuracy of financial transactions, overseeing error-free processing of cash, check, and credit card transactions.
- Assisted Manager with daily operation, finance, policies and procedures.
- Monitored staff performance, enforcing adherence to policies, procedures, regulations, health codes, license requirements, and top service standards.
- Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
Education
Sommelier Certification ( WSET Level 3 ): Dubrulle Culinary Arts - Wine
Dubrulle Culinary Arts
Vancouver, BCDiploma - Hotel And Restaurant Management
Institute Of Tourism And Hotel Management
Salzburg, AustriaBachelor of Commerce And Accounting - Accounting
Baldwins Methodist College
Bangalore, IndiaSkills
- Relationship building and management skills
- Excellent customer service and communication skills
- Good listening skills
- Apt in time management
- Organize multitasker
- Team leadership and Training skills
- Accurate money handling
- Complaint resolution skills
- Professional telephone demeanor
- Key holder experience
- Experience managing team of more than 20 staff over 10 years
- Essential Working knowledge of computer and MS Office
Timeline
Sales & Marketing Consultant
Nepal Tourism Board
09.2018 - 03.2020
General Manager/ Buyer
Spirits Of Mt.Seymour
01.2016 - 02.2018
Buyer/ Supervisor
Everything Wine – Morgan Crossing, BC
05.2012 - 12.2015
Assistant Manager
Four Season Resort
07.2004 - 04.2011
Sommelier Certification ( WSET Level 3 ): Dubrulle Culinary Arts - Wine
Dubrulle Culinary Arts
Diploma - Hotel And Restaurant Management
Institute Of Tourism And Hotel Management
Bachelor of Commerce And Accounting - Accounting
Baldwins Methodist College
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