THIBAN KUMAR VISWANATHAN
Customer Service
Rawang,Selangor
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
6
6
years of professional experience
Work History
Senior Service Associate
Trapizza at Shangri-La Rasa Sentosa
09.2023 - Current
- Implemented innovative strategies to upsell products and services, contributing to significant revenue growth
- Devised targeted sales campaigns that effectively promoted additional services or product offerings to existing clients
- Monitored industry trends to stay abreast of best practices and maintain competitive advantage within the market space
- Served as a key point of contact for high-value clients, ensuring their needs were met and fostering long-term relationships
- Provide excellent service at all times to guests based on established hotel standard operating procedures
- Greets and farewells guests and colleagues in a friendly and courteous manner
- Assist colleagues and guests efficiently and in a professional manner
- Take responsibility for residents' and guest belongings in the restaurant or bars
- Expand my knowledge of our food & beverage menus in order to service our product, including liquors and cocktails
- Remembers guest's preferences to extend personalized service
- Take guest's Food & Beverage orders accurately and assure correct input in Point of Sales system
- Uses the guest name appropriately and communicates it to restaurant colleagues and managers
- Serves food in a timely and efficient manner
- Arranges and maintains all assigned side stations and continually stocks each station before and after every shift.
F&B Service Associate for In-Room-Dining
Shangri-La Rasa Sentosa Resort & SPA
06.2022 - 09.2023
- Ensure prompt and accurate delivery of orders to guests' rooms, ensuring that all items are presented in an appealing and organized manner by standard
- Set up and maintain in-room dining stations, ensuring that they are clean, well-stocked, and properly organized
- Handled guest inquiries, complaints, and special requests promptly and professionally, striving to exceed expectations
- Ensure accurate and timely preparation of orders, adhering to quality standards
- Maintained a thorough knowledge of the menu, including ingredients, preparation methods, and allergens, to assist guests if needed
- Upsell and promote additional food and beverage offerings to enhance the guest experience and increase revenue
- Handled cash and credit card transactions accurately and efficiently, following established procedures
- Uphold and enforce health and safety regulations, maintaining a clean and organized work environment
- Handled high-volume calls from the hotel for in-room dining orders, effectively addressing customer needs while maintaining professionalism
- Responded to customer calls and emails to answer questions about products and services.
Fish Monger
Own Business (ThibanK Enterprise)
04.2020 - 06.2022
- Collaborated with team members to maintain a clean, organized, and safe work environment for both employees and customers
- Upheld the highest standards of cleanliness throughout the department, performing daily sanitation tasks such as washing cutting boards, utensils, display cases, and work surfaces
- Washed floors, walls, coolers, and storage shelves
- Conducted routine quality assurance inspections to ensure adherence to food safety standards within the seafood department
- Cleaned and sanitized seafood area to preserve products and protect the safety of guests
- Developed strong relationships with vendors, ensuring timely deliveries and access to high-quality products at competitive prices
- Increased sales by explaining characteristics and providing serving suggestions for various seafood items
- Assisted customers with product selection by making recommendations and suggestions based on customer needs
- Checked quality of products and removed expired seafood
- Interacted with customers to foster loyalty and satisfaction
- Improved customer satisfaction by providing exceptional service and product knowledge in the seafood department
- Reduced waste by closely monitoring product expiration dates and implementing effective rotation practices for perishable items
- Maintained accurate records of seafood weights, prices, and inventory levels for streamlined department operations.
F&B Service Associate for All-Day Dining Restaurant
Shangri-La's Rasa Sentosa Resort & Spa
03.2019 - 04.2020
- Provides excellent service at all times to guests based on established hotel standard operating procedures
- Greets and farewells guests and colleagues in a friendly and courteous manner
- Assists colleagues and guests efficiently and in a professional manner
- Takes responsibility for residents' and guest belongings in the restaurant or bars
- Has extensive knowledge of our food & beverage menus in order to service our product, including liquors and cocktails
- Offers menu options and advice and takes orders
- Offers drinks, pre, during and after meal service
- Remembers guest's preferences to extend personalized service
- Takes guest's Food & Beverage orders accurately and assures correct input in Point of Sales system
- Double checks order list before 'sending' ticket to the kitchen
- Assist guests with special needs or requests, demonstrating empathy and understanding in every interaction
- Provide exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
Concierge Assistant
Shangri-La Rasa Sentosa Resort & SPA
01.2019 - 03.2019
- Be responsible for ensuring that guests have a pleasant and comfortable stay at the hotel
- Ensure the main point of contact for guests, providing them with information and assistance
- Ensure be responsible for providing a high level of customer service while managing all requests in a timely and efficient manner
- Manage day to day operations at the concierge counters
- Handle all customer service and requests effectively and efficiently
- Perform hotel, tourist spot promotions related activities, sale of interesting promotions, activities, recommendations of few places at the counter
- Support with rostered checks and walks within the hotel
- Assist guest with restaurant, mall, tourist attraction, etc recommendations
- Assist with luggage handling
- Maintain a detailed knowledge of the hotel and local area
- Assist with special requests, such as flower orders, car service, and VIP services
- Handle complaints and escalate them to the appropriate personnel.
Education
SMK Bukit Sentosa, Selangor
Serendah, Selangor01.2016
SMK Kuala Ketil, Kedah
Kuala Ketil, Kedah01.2013
SJK(T) Binjol, Kuala Ketil, Kedah
Kampung Batu 7, Kedah01.2011
Skills
- Compliance knowledge
- Sales proficiency
- Innovation and Creativity
- Financial Acumen
- Listening Skills
- Staff education and training
- Call Center Operations
- Handling Customer Complaints
- Attention to Detail
- Service Order Flow
- Progress Reporting
- Multitasking and Organization
- Computer Skills
- Customer Service
- Cost Estimation
- Service Recommendations
Address
NO 4, JALAN TERATAI 1, BANDAR BUKIT BERUNTUNG,
48300 RAWANG,
SELANGOR.
Languages
Tamil
Native language
English
Proficient
C2
Malay
Proficient
C2
Tamil
Proficient
C2
Timeline
Senior Service Associate
Trapizza at Shangri-La Rasa Sentosa
09.2023 - Current
F&B Service Associate for In-Room-Dining
Shangri-La Rasa Sentosa Resort & SPA
06.2022 - 09.2023
Fish Monger
Own Business (ThibanK Enterprise)
04.2020 - 06.2022
F&B Service Associate for All-Day Dining Restaurant
Shangri-La's Rasa Sentosa Resort & Spa
03.2019 - 04.2020
Concierge Assistant
Shangri-La Rasa Sentosa Resort & SPA
01.2019 - 03.2019
SMK Bukit Sentosa, Selangor
SMK Kuala Ketil, Kedah
SJK(T) Binjol, Kuala Ketil, Kedah
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