Madhavun Khuranaa
Toronto
Summary
Customer-focused Sales and Service professional with global hospitality experience, proven sales success, and a track record of building positive client relationships. Recognized for driving revenue, improving service efficiency, and delivering award-winning results in high-paced environments.
Overview
5
5
years of professional experience
Work History
Team Leader
McDonald's Restaurant
07.2023 - 08.2024
- Supervised a team of front-line crew members to ensure efficient shift operations, optimal staffing and excellent customer service delivery.
- Led shift briefings and delegated tasks to ensure smooth workflow across kitchen, drive-thru, and front counter.
- Trained new hires in food safety protocols, order accuracy, and customer service standards, helping improve onboarding efficiency.
- Resolved escalated customer concerns in a timely and professional manner to maintain brand reputation.
- Monitored and maintained food safety, cleanliness, and operational compliance as per McDonald's policies.
- Assisted with inventory checks and coordinated stock replenishment to support peak hours.
- Motivated team members through recognition, feedback, and hands-on support to meet daily service goals.
Assistant Manager, Sales & Customer Service
Marriott International, Inc.
01.2022 - 03.2023
- As an assistant manager of sales and customer service representing the brand, I professionally managed, investigated, and addressed high-level customer escalations while assisting the team in finding more efficient solutions.
- Delivering clients daily personalized experience while adhering to the brand's quality standards, finishing them ahead of schedule, and preserving the average handling time.
- Managing reservations for Marriott brands on a global scale and helping clients with their needs and specifications when making reservations via preferred channels, such as phone and email.
- Provide a seamless experience for customers by responding to over 100 incoming calls for reservations, account related queries and helping with the information needed for each contact, and ensuring daily operations run well.
- Met or surpassed KPIs on a monthly basis to promote business expansion and win associate of the quarter and gold performance awards.
- Delivered relationship-building training sessions, product expertise, and best practices in sales training to newly hired staff in the department.
- Handled sensitive customer information during calls while upholding brand quality standards and rigorous adherence to data security procedures.
Industrial Trainee
W Hotel
12.2019 - 03.2020
- Welcomed guests to facility, addressed complaints and found solutions to problems.
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Participated in opening and closing procedures by prepping inventory sheets, balancing inventory to cash and closing out point-of-sale systems.
- Marketed and coordinated banquet rooms for social events and business meeting.
- Developed Industry focused skills under guidance of General Manager and other departmental leaders through hands-on work and shadowing.
Education
Post-Grad Certificate - Global Business Management
Conestoga College
Kitchener, ON08.2024
Post- Grad Certificate - Global Hospitality Management
Conestoga College
Kitchener, ON04.2024
Bachelor of Science - Hotel Management
Institute of Hotel Management
India07.2018
Skills
- Soft Skills : Customer Service, Communication, Problem Solving, Effective Selling Techniques
- Technical Skills : Microsoft Office, CRM Systems, Technical & Product Knowledge, Quality Assurance
Certification
- SMARTSERVE ONTARIO
- FOOD HANDLERS
- WHIMS
- WORKER HEALTH AND SAFETY AWARENESS (ON)
Accomplishments
- Recognized by the GM of Marriott International, India as an associate of the quarter for the year 2022.
- Rewarded as the gold performer for highest sales conversion by Marriott International.
- Led my team to victory in Marriott’s global Diversity, Equity, and Inclusion competition by writing, directing, and starring in a winning project.
Languages
English
Full Professional
Hindi
Native or Bilingual
Timeline
Team Leader
McDonald's Restaurant
07.2023 - 08.2024
Assistant Manager, Sales & Customer Service
Marriott International, Inc.
01.2022 - 03.2023
Industrial Trainee
W Hotel
12.2019 - 03.2020
Post-Grad Certificate - Global Business Management
Conestoga College
Post- Grad Certificate - Global Hospitality Management
Conestoga College
Bachelor of Science - Hotel Management
Institute of Hotel Management
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