Sunil Vohra, Learning & Development Manager

Sunil Vohra

Learning & Development Manager

Millennium Central Downtown Hotel

Location
United Arab Emirates - Dubai
Education
High school or equivalent, F&B Services
Experience
34 years, 4 months

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Work Experience

Total years of experience :34 years, 4 months

Learning & Development Manager at Millennium Central Downtown Hotel
  • United Arab Emirates - Dubai
  • July 2021 to December 2023

• Conducting frequent Learning Needs Analysis at a Business Unit level and effectively partner with stakeholders to implement learning and development initiatives to drive performance.
• Directing the definition of the nature, frequency, and purpose of key L&D initiatives, both in-house and outsourced, and ensure that all L&D opportunities are leveraged to maximize colleague development.
• Directing the design and implementation of the integrated group wide L&D plan and blended learning initiatives, including on-the-job training, classroom training, mentoring etc. to address capability and knowledge gaps, equip colleagues with the skill sets required to meet operational objectives and ultimately enhance guest experience.
• Analyzing of available data through guest feedback systems (Booking.com, Trip Advisor etc.) to identify skills and service gaps, and work with operational leaders to design and implement multi-dimensional interventions and programs to address these gaps in positive sustainable way.
• Facilitating a learning culture through the development of Departmental Trainers and education of line managers and HODs on available resources and options to enhance knowledge and capability.
• Leading the identification of the required technical and behavioral competencies for various organizational levels and roles to steer L&D efforts towards the achievement of those requirements and ensure that Colleagues build the right skill sets to boost their performance.
• Selection and assessment of external service providers and trainers as well as oversee the monitoring of their L&D service delivery to secure highly qualified technical expertise.
• Managing the L&D feedback and the analysis of feedback related to the L&D policies, programs, and delivery systems to address areas of improvement in a pro-active manner, constantly re-aligning L&D efforts with the business’s needs.
• Directing the monitoring, assessment, and reporting of the performance of all corporate-level L&D initiatives, by interpreting key performance indicators, to ensure visibility on their return on investment and adjust efforts accordingly.
• Managing the effective achievement of objectives through setting individual objectives, managing performance, developing staff, and providing formal and informal feedback to maximize overall performance and team motivation while continuing to deploy resources effectively for growth and further strengthening the employee value proposition.
• Ensuring compliance to all relevant Health, Safety and Environment management procedures and controls within a defined area of activity so that Millennium Hotels provides world class and luxurious hospitality services to its guests and protect the Shareholders’ interests.
• Contributing to the preparation of the Learning & Development/ training budget and monitor the financial performance of a given area versus the budget so that areas of unsatisfactory performance are identified, rectified promptly and potential performance improvement opportunities are capitalized upon.
• Recommending improvements to departmental policy and manage the implementation of procedures and controls covering all areas of activity so that all relevant procedural requirements are fulfilled while ensuring that Millennium Hotels delivers world class services, excellence, and innovation.
• Supporting Millennium Hotels Business Excellence performance and partner with relevant stakeholders to drive Customer Satisfaction Indicators and Net Promoter scores, using the data collected to investigate and mitigate improvement in processes and systems.
• Supporting Hotel and Millennium Hotels L&D initiatives in designing and implementing coaching and mentoring programs that are used as a metric to drive succession planning and colleague promotions.
• Supporting Millennium Hotels & Hotel L&D initiatives to develop key leaders including HOD’s and Executive Committee by driving autonomous

Hospitality Trainer at Apron & Glove Traning Academy
  • United Arab Emirates - Dubai
  • September 2018 to January 2022

Business etiquette (or corporate etiquette)
As a business etiquette consultant I teach people how to behave in business settings. Business etiquette covers a variety of areas such as meetings, email, introductions, handshakes, business cards, and corporate gift giving. I offer training in one specific topic such as telephone etiquette or I can design an entire program to build a corporate image. (Also known as corporate etiquette.) Communication etiquette
o Dining etiquette
'Which fork goes with the salad and why do I have so many spoons? Which glass is for water and which one is for wine?' These are some of the questions you'll hear about dining etiquette. This type of training is often done “hands-on” in a dining environment, so clients can learn by doing. With my help, the sloppy eater who offended those around him can be transformed into the charming gentleman who everyone wants to invite to dinner.
o International etiquette (or international protocol)
This etiquette area covers how to interact with people from foreign countries. According to Wordnet, protocol means “forms of ceremony and etiquette observed by diplomats and heads of state.” However, protocol is used by all kinds of people doing business overseas or hosting a guest from another country. If I decide to teach international protocol, I will cover status and forms of address, proper attire, making introductions, gift giving, dining customs, and other aspects of doing business or interacting with people from other cultures. (Also known as international etiquette.)
o Social etiquette
Social etiquette involves etiquette in social situations. As an etiquette consultant specializing in social etiquette, I would advise people how to behave at social gatherings, such as dinners and parties. Topics may include being a good host, being a polite guest, making toasts, and invitations. I will also give advice about wedding etiquette including: who pays for what, seating arrangements, asking for gifts, and thank yours.
o Communication Etiquette
This area of etiquette covers communication in business and social settings. As I specialize in communication etiquette, teach people about conversation skills, telephone etiquette, email etiquette, thank you notes, making introductions, and other aspects of interpersonal communication.
o Children's etiquette (or etiquette for young people)
As an etiquette consultant I will share my love of good manners with children. My subject matter and style of teaching has to be geared towards the age of the children I would be working with, which may range from pre-schoolers to high school seniors. Topics might include addressing adults, introducing friends, table manners, thank you notes and talking on the telephone. (Also known as etiquette for young people.)

Operations Manager at Omar Bin Eid Hospitality
  • United Arab Emirates - Dubai
  • October 2016 to August 2018

To oversee entire operation of all Paratha & Rolls & Grand Mahal Restaurant.
Provide strategic direction to the departmental head’s on the ongoing basis.
Finalize the operational budgets and monitor the same.
Conduct periodic review along with the departmental head.
Planning, organizing, directing & controlling of work.
To make one complete team, to make them believe that we are a team and we all need to play a
Significant role in making our organization as a profit oriented center.
Motivating the staff for multitasking job.
Setting the target and motivating the staff to perform their level best.
Setting the standard operating procedure and check that all the team member are following that
Procedure as per Company Policies.
Supervise staff in term of manning.
Reviewing operational problems of guest as well as staff.
Create new revenue opportunities by food festivals and promotional activates.
Conduct operational audit’s to sustain and effectiveness of all services.
Increase revenue by close monitoring of unit terms performance.
Evaluate the monthly P&L statement and provide an analysis of performance result.
Handling the day to day of all Restaurant Operations.
Monitor and improve customer and staff satisfaction levels at outlet level to increase retention.
Responsible for cost controlling for entire group of Restaurants.
Responsible for bringing food cost and wage budgets under budget.
Price out of all menus for Catering, Take Away & Dining.
Responsible for planning menu, promotions and events and parties.
Responsible for accounting and coding of all purchase for Restaurant Operations.
Undertake cost saving measure with in operational areas.
Responsible for drives sales and maximize profit.
Responsible for hiring, training, & appraisals of all group of Restaurants.
Responsible for developing, marketing, and promotional ideas to increase the sale.

Manager at Grand Barbeque Restaurant
  • United Arab Emirates - Dubai
  • June 2015 to September 2016

 Taking care of the Pre-Opening arrangements of the Restaurant, Layouts of the dining area, Buffet Layout with proper setup.
 Training all Service Staff in regards to the Types of service, SOPS and HACCP Standards.
 Maintaining proper Hygiene and Grooming Standards by Training and demonstrating all staff.
 Setting up the all IT related POS system for cashiering and bill generating and printing.
 Taking care with Suppliers as per their product and getting the best price with the premium quality to carry on in long term contract.
 Making all Forms and Formats in regards to all Checklist, Cleaning Schedule, Temperature Control, Dos And Don’ts, Guidelines Of Company Policy.
 Hiring Candidates for F&B Service as per their abilities and informing them the Company standards & benefits as per the UAE Law.
 Making Promotions along with the judging patents in Pre-Opening stage.

Manager at Warsan Mandi Restaurant
  • United Arab Emirates - Dubai
  • June 2014 to May 2015

 Taking care of entire operations on day to day basis.
 Taking daily briefings and updating the facts & figures to all the staff.
 Maintaining the daily supplies with suppliers and logistic department.
 Maintaining the overall hygiene & HACCP Standards with monitoring the daily check list in person and checking as well.
 Making budgets for the month with line of profit & lose variance.
 Focused on judging patterns and trends based on customer feedback and taking quality steps in terms of training amongst colleagues to ensure constructive improvement in the processes.
 Hiring Staff for Dining, Barista, Drivers as per their abilities and informing them the Company standards & benefits as per the UAE Law.
 Making promotions by taking a survey of the location by making ideas by giving commission to the other restaurant where they do not have any food items as they can up sell our Menus as well.

Senior Supervisor at Bait Al Bahar
  • United Arab Emirates - Dubai
  • February 2013 to May 2014

From February 27, 2013 till 12 August, 2013 with Bait Al Bahar on Jumeirah road, UAE as Senior Supervisor.

 Involved for per-opening of the restaurant.
 Handling the entire service staff roaster.
 Maintaining the hygiene & HACCP Standards. Taking care of Guest requests by doing show around of the outlets.
 Taking daily briefing for all the dining, barista, Shisha & kitchen staff with updating with daily events and forecast for the upcoming sales targets.
 Maintaining the entire staff weekly roaster with keeping in mind the weekends busy period & staff request as well.
 Maintaining the overall hygiene & HACCP Standards with monitoring the daily check list in person and checking as well.
 Taking care of the bar & kitchen inventory as well. Make sure of FIFO is always maintained at all times so that we do not have any expiry items at any given times.
 Taking care of our guest feedback's in how we can do things better for our guest in future visits. Updating our regular/repeat guest birthdays, occasions in our data so when our guest come back on the special occasion we make sure to give a WOW effect to our guests.
 I recommends to our Management and suggestions and ideas that could enhance guest and staff satisfaction and the quality of service.
 Taking care of the POS System for Cashiering & maintaining the network always available.
 Taking care of guest feedback's & find the right solution for implementing the right standards.
 Bid farewell to all our guest & collecting data from our guest & updating the latest update in bait Al Bahar.

Burj Al Arab, Jumeirah, UAE as Executive Team Leader, Butler Service / Front Office Operations at Burj Al Arab
  • United Arab Emirates - Dubai
  • April 2012 to January 2013

Skill Sets
✓ Proven abilities in managing Operations with focus on maximization of value, financial performance and returns as well as adhering to Hotel standards.
✓ Expertise in managing repeat guest through effective relationship management skills; handling critical issues and resolving them with ease.
✓ Enterprising leader with excellent negotiation, decision making and organizational skills.


AREA OF EXPERTISE
GENERAL MANAGEMENT

Strategy Planning Budgeting New Set Ups /Upgrading Service/Initiatives

From April 2012 till Jan 2013 with Burj Al Arab, Jumeirah, UAE as Executive Team Leader, Butler Service / Front Office Operations.

✓ Steering initiative towards organizational growth through effective contributions towards Strategy Planning and by ensuring maximum colleague productivity.
✓ Maintains open line communication and ensure customer complaints / feedback is handled effectively by liaising with other related departments.
✓ Makes and recommends to senior Management and suggestions and ideas that could enhance guest and staff satisfaction and quality of service.
✓ Chief responsibilities pertained to assisting the Manager Hotel Butler Service / Front Office in devising projects focused on operations, marketing strategies, change management, service quality, process improvement, performance measurement, team solutions and leadership development.
✓ Focused on judging patterns and trends based on customer feedback and taking quality steps in terms of training amongst colleagues to ensure constructive improvement in the processes.
✓ Distinction of managing manpower planning, training and retention of over 160 butler staff.

Dubai, UAE as Executive Butler, Butler Service / Floor Guest Services at Burj Al Arab Hotel
  • United Arab Emirates
  • January 2005 to March 2012

Jan 2005 - March 2012 with Burj Al Arab Hotel, Dubai, UAE as Executive Butler, Butler Service / Floor Guest Services.

✓ Offering personalized service upon guest arrival.
✓ Handling personalized check in along with welcome cocktail to all our valued guest.
✓ Offering suite orientation as per the guest requirement.
✓ Offering unpacking service, Laundry and pressing services as well.
✓ Preparing itinerary for our as per their interest, restaurant bookings of Burj Al Arab and other sister properties and other properties. (Scenic tour, private city tour/ Desert safari, booking of luxury cars hires from our fleet of Rolls Royce, Mercedes, stretch Limo and other Luxury cars and organizing Yatch bookings.
✓ Personalizing in suite bar as per the choice of our valued guest.
✓ Providing prompt service when the guest is out of the suite, placing fresh fruits as per the guest likings, providing newspapers as per the nationality of the guest and provide the choices of different nationality newspapers. Arranging all guest valuable and personal belongings of the guest and update the guest preferences accordingly.
✓ During evening service we provide a range of drinks which is compliments from the higher managements along with mini bites such as open and closed sandwiches, assorted canapé, mini psalteries, tarts, cheese, Salmon, Quiché keeping in mind of the guest dietary requirements.
✓ Prior to guest departure offer packing service / in suite express checkout service and checking with the guest for wakeup call and breakfast requirements, and lasing with the guest if any transportation required.
✓ Upon check out escorting the guest until the hotel lobby, bid farewell and welcome them back to visit us again. All the guest preferences will be updated on the guest profile for future visits.


From 24 December 2003 till 29 September 2004 The Lodge Head Barman

✓ Handling all the bars in the lodge
✓ Taking care of the entire bar inventory.
✓ Maintaining the par stock for daily operations and special events.
✓ Handling the bar staff duty roster and assignments.
✓ Handling bar promotions by informing our regular customers by telephone, Email and SMS.
✓ Coordinating with different suppliers for servicing of equipments and upgrading the products.
✓ Motivating the staff by taking briefings and trainings to up sell giving incentives for the best seller.

Restaurant supervisor at Marcopolo Hotel
  • United Arab Emirates
  • October 2001 to December 2003

From 6 October 2001 to 6 December 2003 at Marcopolo Hotel as Guest Relation and Restaurant supervisor.

✓ Maintain door policy by following rules and regulation laid by the management
✓ Taking care of intoxicated guest in a professional manner.
✓ Updating the guest data by making calls and informing them by the latest happening at El -rancho.
✓ Taking care of restaurants operations and promotions.

Restaurant Bar supervisor at Penninsula Hotel
  • India
  • April 1998 to October 2001

From 20 April 1998 to 5 October 2001 at Penninsula Hotel as Restaurant Bar supervisor.

✓ Working as a Bar supervisor overlooking the restaurant operations at the Susegad Goa outlet.
✓ Duties involved setting up the bar, preparing Garnishes, checking and stacking the fridge
✓ Maintaining the daily register and indenting the required day to day stocks for the operations in Bar.
✓ Taking briefings and updating the chefs specialty of the day.

Bartender at Hilton Beach Club Hotel
  • United Arab Emirates - Dubai
  • December 1996 to December 1997

From 06 December 1996 to 20 December 1997 at Hilton Beach Club Hotel as Bartender.

✓ Worked as a bartender at the Indigo's bar. Duties Involved setting up the bottle display, keeping the mis-en place ready. Stacking the day's requirement and preparing the daily inventory reports.
✓ Giving personalized service and taking guest orders and maintaining daily cash float.

Senior waiter at La Gaufrette Cafe
  • United Arab Emirates - Dubai
  • February 1995 to August 1996

From 05 February 1995 to 20 August 1996 at La Gaufrette Cafe as Senior waiter.
✓ Handling breakfast service in the morning either ala -carte or buffet service.
✓ Taking care of take away orders.
✓ Checking the stock and requirement for the kitchen, setting up the tables prior to the restaurant opening.
✓ Suggesting and taking food orders and updating them with the chefs special of the day.

Butler at The Leela Kempinski
  • India
  • January 1991 to December 1994

From 10 January 1991 to 15 December 1994 at The Leela Kempinski Mumbai India as Butler.

✓ Attending to Butler calls for breakfast at the lounge.
✓ Helping guest to pack /unpack their luggage.
✓ Giving wake up calls, newspaper, tea/coffee throughout the day.
✓ Serving complimentary drinks at the Lounge During evening by providing a range of drinks which is complimentary along with mini bites such as open and closed sandwiches, assorted canapé, Quiché, Assorted mini Samosas and packodas.
✓ Taking care of the guest laundries, shoe shine.
✓ Providing service once a day by replacing fruits and mini bar.

Waiter at The Oberoi Towers Mumbai India
  • India
  • January 1990 to January 1991

From 05 January 1990 to 05 January 1991 at The Oberoi Towers Mumbai India as Waiter.
✓ Handling the maximum of 2000 people with a cocktail cum buffet dinner.
✓ Handling conference services and VVIP's service.
✓ Taking care of outdoor catering service.
✓ Preparing the Table set up as per the function prospect sheet.
✓ Taking care of the Buffet counter by refilling and making sure the food is always piping hot to provide ultimate experience as per the hotel standards.
✓ Taking care of the facility management requirements in case of ODC (Outdoor catering service)

Waiter at The Hotel Horizon Mumbai India
  • India
  • February 1988 to January 1990

From 10 February 1988 to 02 January 1990 at The Hotel Horizon Mumbai India as Waiter.
✓ Welcoming guest and make table arrangements as per the number of guest.
✓ Recommend the special dishes of the evening with the full course menu.
✓ Handling VIP's F&B orders and providing them with perfect service.
✓ Handling parties for 120-150pax with buffet dinner and children activities.
✓ Explaining the menu to the guest along with the ingredients to check for their dietary requirements.
✓ Providing with the authentic farewell and welcoming them back again.
TRAININGS / CIRTIFICATES / ACHIVEMENTS
✓ Task Trainer course at Burj Al Arab
✓ Basic health and safety practices.
✓ HACCP awareness program.
✓ Food and workplace hygiene Training.
✓ Workplace assessment & training.
✓ Employee relations and retention skills.
✓ Butler Training, Josephine Ive, Magnums Butler, Australia.
✓ English Manner Training, John Robertson, for English Butlers.
✓ Packing and Unpacking Valeting skills by John Robertson.
✓ Jack Daniels product knowledge for bartending skills by Jimmy Bedford.
✓ Grey Goose cocktail training in preparation and presentation course by Major Steadman.
✓ Butler Foundation course at Burj Al Arab.
✓ Creating Ultimate experience Training program at Burj Al Arab
✓ Outstanding Employee in Leading Quality Assurance for outstanding service in July 2012
✓ Awarded as Best new comer in May 2005 in Burj Al Arab.
✓ Personal survival techniques
✓ Fire prevention and fire fighting
✓ Elementary first aid
✓ Personal safety and social responsibilities
✓ Crowd management / Crisis Management.

Education

High school or equivalent, F&B Services
  • at ST JOSEPH HIGH SCHOOL IN MUMBAI INDIA
  • January 1988

✓ PASSED SENIOR SECONDARY SCHOOL AT ST JOSEPH HIGH SCHOOL IN MUMBAI INDIA 1988. ✓ Apprenticeship done from The OBEROI TOWERS Hotel, MUMBAI, trained and specialized in F&B Services.

Specialties & Skills

Leadership
Dynamic Leader
ARRANGEMENTS
CRISIS MANAGEMENT
EMPLOYEE RELATIONS
INVENTORY
OPERATIONS
PACKING
TELEPHONE
TRAINING
Etiquette Trainer
Management
Personal Service
Customer Service
Restaurants Management
Food Safety
Multi unit

Languages

Hindi
Expert
Marathi
Expert
English
Expert
Punjabi
Expert

Training and Certifications

Task Trainer (Certificate)
Date Attended:
September 2012
Valid Until:
September 2014

Hobbies

  • cricket