Vikneshwaran Samynathan

• Drives operational excellence while keeping a safety-conscious environment that promotes end-to-end exceptional customer service, resulting in employee and customer safety and well-being
• Be a safety advocate: Look for safety concerns and address them as needed
• Establish team and individual goals in support of departmental and company objectives; Coaches and mentors frontline team members in skill development, customer service elevation and company culture behaviors.
• Establishes and promotes effective relationships with team members that fosters compassion, authenticity, integrity, respect and dignity.
• Effectively allocates resources and provides appropriate support to enable teams to deliver on operational goals in a safe manner.
• Ensure the ongoing safety and reliability of our operation by conducting self-audits, observations, root cause investigations and other related safety engagements
• Promote effective communication among departments to engage our team to work together to achieve common goals.
• Familiarity with Joint Collective Bargaining Agreement (JCBA) and ensure team members adhere to corporate policy/procedure.
• Embrace the core values: (Passion, commitment, efficiency, reliability, dependability, optimism, honesty, positivity, and loyalty).
• Manage escalated service issues and be visible to your team members when problems arise.
• Deliver key corporate and local information to frontline leaders in an efficient and effective manner. Set the expectations and ensure team members understand the why behind the focus/criticality.
• Ability to learn and apply union contract rules/regs in daily interactions with frontline team members and local union leaders.
• Documenting and reporting product or service quality levels
• Developing and implementing standards for inspection
• Developing a workflow for product inspection
• Communicating with other team members to solve problems
• Following up with the appropriate channels when mistakes are found

ACCOLADES : BEST TEAM LEADER Q1 & Q2 2023/24

• Answer phones, chats and assist customers in making, altering, or canceling reservations
• Respond to emails with reservation information, confirmations, and additional details
• Advise customers regarding ongoing promotions or available upgrades that may enhance their experience
• Listen to the customers' needs and proactively offer options and answer questions regarding travel options, facilities, rates, fees and charges
• Accurately record customer information and charge credit cards upon successful reservations
• Ability to work a variety of shifts, including p.m
• Shifts, weekends and holidays assigned by seniority according to our 24-hour operational needs, and overtime as required
• Ability to read, write, fluently speak and understand the English language
• Ability to perform duties while remaining at a workstation for extended periods of time
• Ability to concentrate on details and handle multiple tasks with accuracy while providing outstanding customer service
• Self-disciplined and accountable for performing job functions with minimal supervision
• Resourceful and skilled in problem-solving and be able to handle difficult/stressful situations
• Master several weeks of fast-paced, intensive training on products, processes, policies and tools; and continue learning with recurrent training as and when required.

• Pleases customers by providing a pleasant dining experience
• Accomplishes restaurant human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; and enforcing policies and procedures
• Achieves restaurant operational objectives by contributing information and recommendations to strategic plans and reviews: preparing and completing action plans; implementing production.productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining system improvements; and implementing change
• Meets restaurant financial objectives by forecasting requirements, preparing an annual budget, scheduling expenditures, analyzing variances, and initiating corrective actions
• Plans menus by consulting with chefs, estimating food costs and profits, and adjusting menus
• Controls costs by reviewing portion control and quantities of preparation; minimizing waste; and ensuring high quality of preparation
• Avoids legal challenges by conforming to the regulations of the alcoholic beverage commission
• Maximizes bar profitability by ensuring portion control and monitoring accuracy of charges
• Publicizes the restaurant by designing and placing advertisements; inviting food editors to review the restaurant; contacting local, regional, and national magazines with feature ideas; and encouraging local businesses to hold social events at the restaurant
• Maintains a safe, secure, and healthy environment by establishing, following, and enforcing sanitation standards and procedures; complying with legal regulations; securing revenues; developing and implementing disaster plans; maintaining security and sprinkler systems; and maintaining parking lot and walkways
• Maintains ambiance by controlling lighting, background music, linen service, glassware, dinnerware, and utensil quality and placement; and monitoring food presentation and service
• Updates job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, and participating in professional organizations
• Enhances department and organization reputation by accepting ownership for accomplishing new and different requests; and exploring opportunities to add value to job accomplishments.

• Provides first level assistance for defined prs and escalated tickets as necessary
• Tracked calls and documented problems into issue tracking software, consults knowledge database to optimize resolutions and follows through on resolution with callers
• Provided PC hardware and software support to end-user
• Installed PC and related peripheral equipment for end-user
• Maintained statistical reports and documentation, including problem/trouble and departmental statistical and effectiveness reporting
• Set up user accounts, process move, transfer and user change forms ensuring that staffing and skill levels are maintained throughout operational hours by managing shifts of staffs schedules, etc
• Undertaking HR activities as needed
• Acting as an escalation point where difficult or controversial calls are received
• Producing statistics and management reports
• Representing the Service Desk at meetings
• Arranging staff training and awareness sessions
• Liaising with senior management
• Liaising with change management
• Performing briefings to Service Desk staff on changes or deployments that may affect volumes at the Service Desk
• Assisting Analysts in providing first line support when workloads are high, or where additional experience is required
• Ensure customer service is timely and accurate on a daily basis recruit, train and support help desk representatives and technicians
• Set specific customer service standards
• Contribute to improving customer support by actively responding to queries and handling complaints
• Establish best practices through the entire technical support process
• Follow up with customers to identify areas of improvement
• Develop daily, weekly and monthly reports on help desk team's productivity
• Provide customer feedback to the appropriate internal teams, like product developers.

• Providing excellent wait service to ensure satisfaction
• Taking customer orders and delivering food and beverages
• Greet and escort customers to their tables present menu and provide detailed information when asked (e.g
• About portions, ingredients or potential food allergies)
• Prepare tables by setting up linens, silverware and glasses
• Inform customers about the day's specials
• Offer menu recommendations upon request
• Up-sell additional products when
• Take accurate food and drinks orders, using a POS ordering software, order slips or by memorization
• Check customers' IDs to ensure they meet minimum age requirements for consumption of alcoholic beverages
• Communicate order details to the Kitchen Staff
• Serve food and drink orders
• Check dishes and kitchenware for cleanliness and presentation and report any problems
• Arrange table settings and maintain a tidy dining area
• Deliver checks and collect bill payments
• Carry dirty plates, glasses and silverware to kitchen for cleaning
• Meet with restaurant staff to review daily specials, changes on the menu and service specifications
• Follow all relevant health department regulations
• Provide excellent customer service to guests
• Making menu recommendations, answering questions and sharing additional information with restaurant patrons.

• Perform all supervisory tasks for a team of 30 Service Banker's, which includes performance management and ensuring that team members have the technical skills for the job and understand and follow company support processes
• Monitor support requests to ensure that team members respond to customers in a manner pursuant to the service level agreement, and that all service metrics are met
• Act as an escalation point for customer complaints, resolving issues quickly and coordinating plans to address recurring or critical issues with the regional service manager as needed
• Manage High Priority Complaints
• Prepare the Root Cause Analysis for weekly reviews with the Regional Service Manager
• Draft quality assurance policies and procedures
• Interpret and implement quality assurance standards and procedures
• Evaluate adequacy of quality assurance standard
• Devise sampling procedures and directions for recording and reporting quality data
• Review the implementation and efficiency of and inspection system
• Plan, conduct and monitor testing and inspection of materials and products to ensure finished product quality
• Document internal audits and other quality assurance activities
• Investigate customer complaints and non-conformance issues
• Collect and compile statistical quality data
• Analyze data to identify areas for improvement in the quality system
• Develop, recommend and monitor corrective and preventive actions
• Prepare reports to communicate outcomes of quality activities
• Identify training needs and organize training interventions to meet quality standards
• Cordinate and support on-site audits conducted by external providers
• Evaluate audit findings and implement appropriate corrective actions
• Monitor risk management activities
• Responsible for document management systems
• Assure ongoing compliance with quality and industry regulatory requirements.

• Direct and co-ordinate customer service activities of the branch to ensure smooth running of the operation and maintain a high service standard, meet turn around time
• Provide a high quality service to all times and avoid service failure recurrence
• Manage/inspire the service team to ensure high performance and productivity
• Ensure effcient management of the service request rendered accordingly
• Assist the sales team in generating referals at first point of contact
• Manage / Improve Customer Experince
• Demonstrating knowledge of organization's expectations, e.g., internal standards or service level agreements
• Setting priorities to ensure continual satisfaction
• Delegating appropriate tasks in an effective manner
• Demonstrating knowledge of impact of providing professional service to public
• Understanding the importance and impact of first call resolution (FCR)
• Communicating feedback as a performance issue not personal issue
• Presenting a positive impression of post call monitoring, coaching or counseling session
• Identifying and reviewing expected service levels and quality goals
• Providing performance incentives and rewards
• Ensuring complaints/concerns are resolved or escalated in a timely manner
• Using tools (e.g
• Data bases, spread sheets) to manage data and to allow for analysis.