Saiful Islam Chairman Building,

Flat :# 4C Holding No # 522, Ward No # 21 Jamal Khan By Lane Chittagong, Bangladesh E-mail: saishactg@gmail.com Mobile No: 01534 538630, 01819628661

Profile:

A result oriented and dedicated business professional with demonstrated success in the hospitality and general customer service industry. History of providing effective leadership with focus on total organizational coordination to efficiently manage operations, provide innovative concept, supervise high performing teams and oversee staff. Having a track record of maximizing sales, creating new market, maintaining existing market, guest satisfaction, profitability whilst maintaining high standards and fashionable image of the business. Extensive knowledge of the total customer service, hospitality industry, its working practices, recruitment, conditions of employment and diversity issues. I considered myself to be the beating heart of Sales & Marketing and customer service department of any organization and as a hand’s on manager is personally involved in rallying staff, serving customers, and generally keeping everything running smoothly.

Objective:

Obtaining a position in an organization where my experience can be utilized to improve sales & marketing, customer satisfactions and at the end the growth of company business.

Skills:

Management Sales & Marketing

Personal Other

People management Events management Staff development Staff scheduling Achieving targets Customer Service Complaint Handling

Creating New MarketMaintaining Existing MarketBranding and PromotingMotivating ClientsMaximizing SalesSales Closing TalentsInnovative & Passionate

Well presented Communication skills Organizing Passionate Problem solving Sense of humorEnthusiasm & Disciplined

MS Office KnowledgeE-mail CorrespondingOnline ResearchHandling Presentation MotivatorLead by Example

Career History:

Senior Executive – Sales & Marketing (Current Job) Royal Tulip Sea Pearl Beach Resort & SpaAddress: 18th Floor, F R Tower, 32 Kamal Atarturk Avenue, Banani C/A, Dhaka – 1213Station: Chittagong Office (In Charge)Duration: 06/12/2015 to Present

Royal Tulip is a luxury 5 star brand of Louvre Hotel Group, headquartered in Paris, France is currently the 5 th

largest hotel company in the world. This is the only and largest luxury beach resort in Bangladesh, located at Inani – Cox’s Bazar, Bangladesh, world’s longest undivided coastline. I started working with them at their Dhaka Corporate office as Senior Executive – Sales and Marketing and my day to day duties and responsibilities are –

Listening to customer requirements and presenting appropriately to make a sale Maintaining and developing relationships with existing customers in person, via telephone calls & emails Cold calling to arrange meetings with potential customers to prospect for new business Responding to incoming email and phone enquiries Acting as a contact between a company and its existing and potential markets Negotiating the terms of an agreement and closing sales Gathering market and customer information Representing their company at trade exhibitions, events and demonstrations Negotiating on price, costs, delivery and specifications with buyers and managers Challenging any objections with a view to getting the customer to buy Advising on forthcoming product developments and discussing special promotions Creating detailed proposal documents, often as part of a formal bidding process which is largely dictated

by the prospective customer Recording sales and order information and sending copies to the sales office, or entering figures into a

computer system; Reviewing your own sales performance, aiming to meet or exceed targets Gaining a clear understanding of customers' businesses and requirements Making accurate, rapid cost calculations and providing customers with quotations Attending team meetings and sharing best practice with colleagues.

Senior Executive – Sales & Marketing DuSai Resort & SpaAddress: 9th Floor, Erectors House, 18 Kamal Atarturk Avenue, Banani C/A, Dhaka - 1213Duration: 01/08/2015 to 31/11/2015

DuSai Resort & Spa is the first world class 5 star standard boutique Villa Resort & Spa in Bangladesh just beside the largest concentration of tea gardens in Moulvibazar District. I started working with them at their Dhaka Corporate office as Senior Executive – Sales and Marketing and my day to day duties and responsibilities were –

Identifies business opportunities by identifying prospects and evaluating their position in the industry; researching and analyzing sales options

Sells products by establishing contact and developing relationships with prospects; recommending solutions

Negotiate the terms of an agreement and close sales Gather market and customer information and provide feedback on buying trends Represent your organization at trade exhibitions, events and demonstrations Researching and recommending new opportunities; recommending profit and service improvements. Identifies product improvements or new products by remaining current on industry trends, market

activities, and competitors Prepares reports by collecting, analyzing, and summarizing information Maintains quality service by establishing and enforcing organization standards Maintains professional and technical knowledge by attending educational workshops; reviewing

professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies

Contributes to team effort by accomplishing related results as needed Working with the main hotel front office/Reservation dept. for smooth and nice operation

Room Service Manager The Peninsulas Chittagong Ltd.Address: Bulbul Center, 486/B CDA Ave, Chittagong 4000Duration: 26/10/2014 to 29/07/2015

This is one of the best business hotels in port city Chittagong. As a manager in F&B department my duties and responsibilities were –

Select, train, evaluate, lead, motivate, coach, and discipline all employees in the Hotel's Room Service Department to ensure that established cultural and core standards are met: long-range strategic planning for outlet operation

Oversee all aspects of the daily operation of the hotel’s Room Service operation Responding the guest complaints, concerns or special requests in a timely manner Organizing all documentation for shift work on a daily basis including pre-shift reports, daily training

topics, shift floor plan, requisitions for beverage, food and sundries and manage labor on a daily basis through the time management system

Describe and ensure quality of all food items, ingredients, and preparation methods, as well as provide knowledge of wine and spirits in an elegantly appointed environment dedicated to an attentive and distinctive experience for 24-hour a day in-room dining

Working closely with the Food & Beverage manager, Executive Chef and Sous Chefs to design effective menu and amenity options while ensuring excellent product quality at a fair price and attend regular operational meetings to ensure effective coordination and cooperation between departments

Assist in the development of marketing initiatives, menu items, pricing and other items to stimulate growth in sales for each outlet and a variety of latest market developments

Controlling labor and operating expenses through effective scheduling, budgeting, purchasing decisions, and inventory and cash control

Observing physical condition of facilities and equipment in the outlet, make recommendations for corrections and improvements as needed and monitor and maintain cleanliness of In-Room Dining areas and work areas

Ensure compliance with In Room dining SOP’s and effective communications between each shift Ensure the timeliness and accuracy of the amenity set-up and delivery and also ensure all staff are

meeting all established standards of service Working with the personal hygiene and grooming of Room Service associates and arranging

motivational and service related training time to time to improve Room Service associates performance for their day to day job

Working harmoniously and professionally with co-workers and supervisors and Segregating duties among the Room Service associates for day to day smooth operation

Doing inventory, spot stock check, store requisition and making staff roster etc.

Executive, Sales & Marketing The Peninsula Chittagong Ltd. Address: Bulbul Center, 486/B CDA Ave, Chittagong 4000Duration: 26/06/2013 to 07/09/2014

This is one of the best business hotels in port city Chittagong. As an Executive, Sales & Marketing my duties and responsibilities were –

Gathering market and customer information to create database for promoting and marketing purpose. Creating new market using key tools like data, emailing, SMS, phone call, social media and so on

Making repeat sales to the company’s existing customers and researching the market and related products

Conveying products and services information to the potential and existing guests/clients and follow them up

Presenting the product or service in a structured professional way face to face and get feedbacks from clients to improve the quality of the hotel products and services

Working to fill up the target and maximize the revenue of the company Listening to the customer requirements and presenting product and services appropriately to make a

sale Maintaining and developing relationships with existing customers in person and via telephone calls and

emails Working to fill up the target and maximize the revenue of the company. Cold calling to arrange

meetings with potential customers to prospect for new business Responding to incoming email and phone enquiries as well as in house query in person Acting as a contact between a company and its existing and potential markets. Negotiating the terms of

an agreement and closing sales Representing the company at trade exhibitions, events and demonstrations. Challenging any objections

with a view to getting the customer to buy Advising on forthcoming product developments and discussing special promotions Working with media (print and electronic) for the products & services promoting and advertising purpose Creating detailed proposal documents, often as part of a formal bidding process which is largely

dictated by the prospective customer Recording sales and order information and communicating with the related department Gaining a clear understanding of customers' businesses and requirements. Reviewing own sales

performance, aiming to meet or exceed targets Making accurate, rapid cost calculations and providing customers with quotations. Feeding future

buying trends back to employers Attending team meeting and sharing best practice with colleagues etc.

Guest Service Representative Adolphus Group Limited, London, UKAddress: 2 Canfield Pl, London NW6 3BT, United KingdomDuration: 01/09/2010 to 27/12/2012

Adolphus group is one of the largest recruitment consultants in the UK provide professionals to the various sectors including residential hotel. I started working with them as a professional waiter/host after completing my degree and the names of the key hotels I worked for through the Adolphus are as follows -

Hotel Crown plaza, Shorditch, London, UKHotel Hilton, Marble Arch, London, UKHotel Millennium, Marble Arch, London, UKHotel Millennium & Copthorn, Stamford Bridge, Chelsea, London, UKHyatt Regency London, The Churchill, Marble Arch, London, UK

Names of the sectors I worked for:

• Restaurant • Banquet • Club Lounge • Room Service

Key responsibilities were included:-In Restaurant:

Welcome patrons and customers as they arrive and direct or escort guests to their seats Provide menus and suggest menu items; Provide detailed information of menu items Serving welcome drinks, suggest daily specials, take orders and repeat orders to ensure accuracy Placing orders to the kitchen and ensure that all orders are delivered on time Ensuring the accuracy, quantity of every order and serve food as it arrives; refill glasses. Offering

desserts and drinks Deliver food items to tables in a professional and timely manner and also ensure that food presentation

is up to the mark

Preparing tables by laying table cloth and dishes; Cleaning tables and dining areas including counters Provide checks to customers, take payments and thank customers as they leave Maintaining appropriate stock levels; attempt to up-sell food and beverage items Clearing tables and clean table tops; replacing table cloths and clearing dishes. Making sure that fresh

dishes are set on all tables for next customersIn Banquet:

Set banquet rooms and halls as per instructions of the event manager Ensuring that all decorations have been set in accordance to the instruction; tables are set with linen,

dishware and flatware Filling glasses with water before guests arrive and refill them during the course of the event Greeting guests in a cordial manner as they arrive; offer welcome drinks and ask them if they need any

additional items Set banquet table with dishes and carrying food trays to the tables ensure that food is replenished in a

quick manner and deliver beverages as per guests’ instructions Anticipating guests’ needs continually and fulfill their demand appropriately Clearing dishes and flatware once the event has ended. Cleaning premises along with stripping table

cloths and napkins; take down decorations as instructedIn Club Lounge:

Greeting guest and direct them to the available seat, if possible according to their choice Responding to the requests of all guests and delivering undivided attention to provide the best possible

service Refilling stocks at all the self-service counter. Ensuring the club lounge is properly maintained at all

times Taking food order according to guest choice, explain and help them to choice the appropriate one and

also inform them available alternative Cleaning and prepare the tables with new set up for next guest Making sure the club lounge running smoothly and all guests leave satisfied

In Room Service: Receive the guest phone following proper procedure and take the order Help the guest to choose their proper food and suggest them with available alternative Ensuring sufficient operating guest supplies and operating equipment during shift’s operation. Ensuring

the overall sanitation and cleanliness of the room service area Ensuring the consistently implementing the service standards and operating procedures in the room

service Handling the guest complaint and take the necessary steps to make the guest happy Follow up with the daily inventory of food supplies and guest supplies to ensure availability Preparing breakage and loss report for operating equipment, during the shift Making endorsement in the logbook at the end of the shift all guest comments, complains, accidents,

unusual events or any matter that will affect the following shift Records the daily sales and cover count of Room Service at the end of each shift Communicating to the immediate superior and subordinates in a timely manner, any important

information, related to operation Coordinating with the other staff within the department and other department in the performance of

duties and responsibilities Coordinating with Front Office and Housekeeping for guest amenities and other services

Supervisor, Customer Service Sainsbury’s Plc Ltd., London, UKAddress: Fulham Broadway Retail Centre, Fulham Broadway, London SW6 1BW, United KingdomDuration: 12/12/2007 to 01/09/2011

Sainsbury's Plc. is one of the top five leading chain retailer in the United Kingdom. Maintaining supervisory and customer service assistant role in the front desk with significant responsibility, organizing all day to day task, supervising all colleagues and help customers in the customer service desk was my daily task. Key responsibilities were included:-

Solving complaints and answering questions of customers regarding services and procedures Helping workers in resolving problems and completing work Handling telephone queries in the customer service desk; providing service over the phone if required Issues instructions and assigns duties to colleagues and make sure all job done at the end of the day Organizing and supervising the shifts and provide training to colleagues whenever necessary Keeping close eyes to company's service and standard procedure for staff and customer to maintain the

high standard which is the key to increase business and goodwill for the company Handling cash and reporting to the manager at the end of the shift Mail corresponding and stock checking. Preparing reports for the next shift/day Keep close eye to health and safety procedure. Observes and evaluates workers' performance Helping in any area of the shop when circumstances dictate Supervising and coordinating activities of workers engaged in customer service activities. Communicates with other departments and management to resolve problems and expedite work. Reviews and checks work of subordinates such as reports, records, and applications for accuracy and

content and correct errors. Prepares, maintains, and submits reports such as operational and personnel reports. Making recommendations to management concerning staff and improvement of procedures.

Associates, Customer Service Subway, London, UK

Address: 11 Fulham Broadway, London SW6 1AA, United KingdomDuration: 15/06/2007 to 24/09/2008

Subway is one of the famous fast-food chain companies in the UK. As I Started with customer service assistant position my key responsibilities were included:-

Taking customers order and serve them with friendly and loyal manner Clean, unwrap, slice and trim foodstuffs by means of manual and electric appliances Preparing food for instance sandwiches, salads, wraps and other dishes Ensuring tables are correctly set, side stations are tidy, and side work is appropriately completed Assist with early guest complaints and notify manager on duty immediately Provide timely, pleasant, and polite food and beverage service to guests Maintaining sanitation and cleanliness of the restaurant including floors, tables, ledges, and counters Maintaining awareness with menu items and specials; helping customer to make their right choice Checking stocks and maintaining the food and hygiene procedure Operating cash machine and cash handling

Education Qualifications:

Bachelor of Arts (Hons) in International Hospitality Management, UK 2010 Master of Business Administration in Marketing, UK 2012

Other qualification:

Basic Food Hygiene Certificate 2012 Certificate Level 2 for Airline Cabin Crew.UK 2012Leadership Training 2015

Reference:

Available on request