Stores & Purchase Manager
Clifton International Hotel
Total years of experience :19 years, 10 Months
Started handling the Stores & Purchase department through IDS
Taking full charge of the stores and its inventories
Handling purchases as per the requirement of the property
Maintaining Inventory & Physical Stock for Dry, Frozen, Beverages, Liquor, General Items
Creating Purchase Orders based on the stock and purchase requisition from various departments
Purchasing from different vendors based on effective cost and good quality
Maintaining SOA for different vendors and ensured a cordial relationship by following up on payments too
Updating quotations periodically and do a clear market research on products so as to be updated
Having an updated knowledge over FMCG and HORECA products
Ensuring par stock with reasonable expiry
Maintaining and checking on monthly closing stock from all departments
Preparing VAT filing for every quarter (Input & Output)
Working for a Non-Banking Financial Institution; reporting to the Sales Manager
Selling investment products like Corporate Deposits, Labor Guarantee etc..
Selling individual finance products like Personal Loans and Credit Cards
Approaching customers on different regions of UAE like Abu Dhabi, Ajman, Dubai & Sharjah
Tele-calling and cold calling prospects
Achieving monthly targets
Generating Lead Data base
Lead the pilot team successfully; managed retail sales (Cross/up-selling)
Handling complete Bar Operations as an SPOC. Maintained 0% attrition in stewarding with an attendance of 95% for the team.
Ensuring Customer Satisfaction and have a list of reputed & regular customers
Accountable for the entire customer experience at the outlet; achieved 99% smooth operations
Reporting head for Stores, Purchase, Crew & Counter
Creating, Presenting, Maintaining monthly, weekly daily sales reports (Appreciated by the Tax Consultants for the work)
Maintaining costing reports, so as to ensure no dip in revenue at any given point of time
Liaising with the kitchen, stewarding, bar and housekeeping teams so as to always maintain a cordial relationship which had a great positive impact on business so far
SPOC for sales target, had exceeded expectations since the first month and had proposed the extension of unit 2 (Approved; the extension was on progress at the time of relieving)
o Banquet Manager
Handled Banquet Queries over the phone and in person; achieved a conversion rate of 69% with occupancy rate of 50%/month
Campaigning for business, quite successful in managing the dates without disappointing customers
Coordinating with the executive chef and introducing new menu’s; appreciated by 90% of the customers
Arrangements for the party as per the agenda; following a new mechanism of keeping the customer posted on every single arrangement so as to ensure transparency and avoid last minute changes
Handled Billing & Payments; liaising with the Finance & Accounts team on discounts and other benefits. Maintained an excellent record on revenue generation with 0% pending payments
Costing for parties with kitchen team
Introduced a new system of outsourcing man power for parties from catering institutions and maintained 0% dedicated staffs to cut down cost on monthly salaries
o Stores& Purchase Manager
Handling Liquor & Dry stores; scheduled myself twice a day without conflicting my other duties such as banquet manager and admin jobs. Was always appreciated by the management for my time management skills
Receiving of goods even on my absence comparing with the requisitions. Maintained an outstanding record by creating an agenda for the same
Maintaining the stock; achieved a target of less than 5% wastage/quarter
Issuing daily requirements for various departments; followed a overnight requesting mechanism and coordinated with different WhatsApp groups for a clear understanding between management and teams.
Being a medium sized unit, teams were computer illiterate trained them and gradually started Digitizing indents and succeeded in same. Gradually moved from hand written indents to SMS, WhatsApp, Emails and direct software usage. Implemented the same in purchase requisitions and laundry as well.
o Showroom & Souvenir Shop Manager:
Managing the purchase through vendors fortnightly
Raising purchase indents
Ensuring Customer Service
Setting Sales Goal
Raising GRN
Managing vendors on cost and other issues
Arranging for product training on new arrivals
Managing units as per allotment; having an updated knowledge on market
Purchase of domestic and imported devices based on requirement/demand
o Additional Tasks
Handling IDS (Hotel Management Software) in full fledge (As per the company’s Requirement); was the SPOC from the organization’s side. Responsible for knowledge sharing for the usage. Ensured knowledge level by conducting assessments which was very much appreciated by the management
Maintenance of all day to day issues through IDS including roster and attendance.
Handling basic issues on Network and system related queries; avoided dedicated system admin for cost cutting and took ownership on basic issues and signed a contract for AMC
Successfully handled the transition of manual payments to electronic payments through Tamil Nadu Customs & Excise website’s online payments. This was later made mandatory by government of Tamil Nadu but we did this well in advance which was mainly appreciated by other Bar owners and management. Extended the help to friendly organizations by transitioning the same for them
Managing the attendance system
Creating attendance reports for the payroll team; avoided minor glitches with new methodology of coordinating with the HOD’s to avoid the impact on employee’s salary.
Maintaining employee records digitally
Issuance of ID Cards
Managing the guard and ASO; Taking care of inward and outward tasks
Managing the project on day to day activities. Successfully lead 3 different teams from a remote location. Handled Utah, Manila, Warsaw team from Chennai with an existing team in Chennai itself.
Reporting to Project / Program Managers from various locations
SPOC for all Client Transactions on Productivity, Scheduling & Reports
Collating and addressing product details, queries, issues etc..
Managed a team of 4 Team Leads with 60+ agents which was the largest team size in the entire organization
Key recruitment was handled by me; requested management for the same so as to avoid attrition. Was successful with attrition level less than 10% /half year
Driven client calibration calls and was always on the driver seat for being proactive and enthusiastic
Created process flows on CSAT surveys & Escalations for modifications which was in a poor shape when it was transitioned to me. The same documents were transitioned to our successor and was used by them.
Created Training documents; acknowledged and appreciated by the client and was approved & added to the official curriculum
Was part of a smooth transition during Roxio Spin off( ToCorel from Rovi Corp.); was called an asset for the project by the predecessor and the successor was really happy with the way the project was and offered a job directly which I couldn’t take up due to company norms.
Had been an administrator during the transition of CRM from Rovi to Corel; Moderator for the complete transition to Sales Force.
Reworked on ICT, generated and designed Top Volume drivers, Top issue reports which never existed before.
Lead KB creation Tasks for Roxio Products
TEAM LEAD - Roxiofor CSS Corp Pvt. Ltd. (Nov’10 to Jul’11) Duties as below:
Lead the pilot team (Voice / Non-Voice) for Roxio
SPOC for all Roxio transactions Chennai
Client interaction regarding product and process is the key role
Have been a T2 Supervisor for all global centers (Chennai, Manila, Utah & Warsaw)
SPOC for BBB, AGO & Social Media escalations
Had handled the maximum team width of 47 members
Mentored team leads new to process on their roles
Played a major role in designing operation reports for the project
TEAM LEAD- RealNetworks& Rhapsodyfor CSS Corp Pvt. Ltd. (Jan’09 to Nov’10)
Overall supervision of the team
Maintaining team performance and assess team members in responding to calls and within the time frame Instrumental in setting up and streamlining of processes in order to reduce deviation which results in Customer dissatisfaction
Maintaining daily reports and publishing the same to the team
Collating and addressing product concerns to the client
Ensuring corporate decorum, discipline & integrity is being maintained
Monitoring the calls of the team members on a regular basis and providing them the feedback regarding the call and area to improve
Taking team huddles, addressing process related concerns and explaining the team about the process
Conducting one on one with the team members on the weekly achieved metrics Vs. targets set.
Reporting to the Team Manager
SUBJECT MATTER EXPERT for CSS Corp Pvt. Ltd. (Dec’07 to Jan’09)
Handled un-resolvable issues of first level
Floor Supervision
Authorized escalations to senior level support
Reviewing front liners document on a regular basis &coachingon the same
Maintained AHT & provided steps to control AHT being a part of work force
APPLICATION ENGINEER for CSS Corp Pvt. Ltd. (Dec’06 to Dec’07)
Frontline support for products RealPlayer, Rhapsody, RealArcade
Assisting and resolving issues for U.S. customers (RealNetworks)
Analyzing issues, resolving within support boundaries and escalating calls to higher level
Frontline Support for McAfee security software through Online Chat
Handling billing issues and product queries
Selling MetLife insurance policies
Achieved the Trigger Award and was awarded as the CATALYST for MET100 (Product)
Selling ICICI Prudential policies
Marketing for ICICI Business cards
Selling Nokia Mobile Phones at customer’s door step
Exceeded expectations on sales target almost every month
Awarded as STAR OF THE MONTH for 21 times competing with an average of 80 agents at a time.
High School Pass-out and didn't complete my Graduation.