Naveen Kumar C
Chennai
Summary
Experienced and results-driven hospitality professional with over 12 years of progressive leadership in the Food and Beverage department, recently transitioned into a Guest Experience Manager role with full exposure to hotel operations. Proven expertise in delivering exceptional service standards, optimizing guest satisfaction, and driving operational efficiency across departments. Skilled in team development, cost control, guest relations, and cross-functional coordination. Adept at implementing service improvements, handling VIP and high-profile guests, and ensuring consistent brand experiences. A dynamic leader with a strong passion for elevating the guest journey and aligning hotel operations with excellence in hospitality.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Guest Experience Manager
Accord Metropolitan (Unit of accord Hotels and Resorts)
Chennai
01.2025 - Current
- Led and trained guest service teams to consistently exceed service expectations.
- Handled guest feedback, complaints, and special requests with professionalism and care, improving satisfaction scores by [insert percentage or achievement].
- Monitored service delivery across all touchpoints to maintain brand standards and guest comfort.
- Developed guest experience strategies and initiatives to enhance retention and overall satisfaction.
- Collaborated with departments (housekeeping, F&B, front office) to ensure seamless guest journeys.
- Analyzed guest satisfaction data to identify trends and implement improvements.
- Managed VIP services, welcome amenities, and personalized experiences.
Restaurant Manager
Accord Chrome (unit of Accord Group of Hotels & resorts)
Chennai
08.2023 - Current
- Manage day-to-day operations of the food and beverage department.
- Supervise, train, and evaluate F&B staffs
- Ensure exceptional customer service standards are consistently met.
- Coordinate with chefs and kitchen staff on menu planning and food quality.
- Monitor inventory, ordering supplies and managing stock levels.
- Create and manage budgets, including labor costs and food/beverage expenses.
- Develop and implement standard operating procedures (SOPs).
- Enforce compliance with health, safety, and hygiene regulations.
- Handle customer complaints and feedback professionally and efficiently.
- Plan and coordinate events, banquets, or special services when applicable.
- Maintain relationships with suppliers and negotiate contracts.
- Monitor sales and performance metrics, preparing regular reports for management.
- Innovate ways to increase sales and improve customer experience.
Assistant Restaurant Manager
Raintree St Mary's Road
Chennai
08.2022 - 07.2023
F&B Executive
Accord Chrome
Chennai
01.2022 - 07.2022
Outlet Supervisor
Turyya Chennai
Chennai
04.2021 - 07.2022
Bar Supervisor
Coral Strand Hotel
Mahe
06.2017 - 06.2020
F&B Supervisor
Park Plaza Chennai OMR
Chennai
01.2017 - 05.2017
F&B Supervisor
Fortune Select Palms Chennai
Chennai
10.2014 - 10.2016
Guest Service Associate
The Gateway Hotels & Resorts Chennai
Chennai
02.2014 - 10.2014
On the Job Trainee
Fortune Select Palms Chennai
Chennai
06.2012 - 01.2014
Education
Advance Diploma in Cruise Ship Galley Operations -
Indus Institute of Hotel Management
Chennai01-2016
Diploma in Hotel Management & Catering Science -
Bharathi Institute of Hotel Management
Ranipet05-2012
Skills
- Leadership & Management
- Team Supervision & Staff Development
- Cross-Departmental Coordination
- Performance Management Guest Experience & Service Quality
- Customer Service Excellence
- Complaint Resolution & Service Recovery
- Guest Journey Optimization
- VIP Guest Handling & Personalization
- Loyalty & Retention Strategy Implementation Food & Beverage Operations
- F&B Cost Control & Inventory Management
- Menu Planning & Coordination with Kitchen
- Hygiene & Food Safety Compliance (HACCP, local regulations)
- Vendor Relations & Procurement
- Upselling Techniques & Revenue Generation
- Analytics & Business Insight
- Guest Feedback & Satisfaction Analysis (eg, NPS, online reviews)
- Budgeting & P&L Oversight
- Quality Assurance Auditing
- Operational Efficiency & Process Improvement Technology & Tools
- POS & Restaurant Management Systems (eg, Micros,Ids,Winhms, wincloud, Innkey)
- CRM & Feedback Platforms
- Microsoft Office Suite (Excel, Word, PowerPoint)
- Reservation Systems Communication & Soft Skills
- Strong Verbal & Written Communication
- Multilingual Abilities
- Emotional Intelligence & Empathy
- Conflict Resolution & Negotiation
- High-Level Presentation & Reporting
Languages
- English
- Tamil
- Hindi
- Telugu
Personal Information
- Passport Number: L9147099
- Passport Expiry Date: 05/22/34
- Date of Birth: 03/31/94
- Gender: Male
- Marital Status: Married
Certification
- Butler Certification – British Butler Institute
References
References available upon request.
Timeline
Guest Experience Manager
Accord Metropolitan (Unit of accord Hotels and Resorts)
01.2025 - Current
Restaurant Manager
Accord Chrome (unit of Accord Group of Hotels & resorts)
08.2023 - Current
Assistant Restaurant Manager
Raintree St Mary's Road
08.2022 - 07.2023
F&B Executive
Accord Chrome
01.2022 - 07.2022
Outlet Supervisor
Turyya Chennai
04.2021 - 07.2022
Bar Supervisor
Coral Strand Hotel
06.2017 - 06.2020
F&B Supervisor
Park Plaza Chennai OMR
01.2017 - 05.2017
F&B Supervisor
Fortune Select Palms Chennai
10.2014 - 10.2016
Guest Service Associate
The Gateway Hotels & Resorts Chennai
02.2014 - 10.2014
On the Job Trainee
Fortune Select Palms Chennai
06.2012 - 01.2014
Advance Diploma in Cruise Ship Galley Operations -
Indus Institute of Hotel Management
Diploma in Hotel Management & Catering Science -
Bharathi Institute of Hotel Management
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