Kapil Narwal
Heatherton
Summary
Dynamic leader with a proven track record at Quest Bendigo Central & Quest Moorabbin, enhancing operational efficiency and guest satisfaction. Excelled in complaint resolution and staff development, reducing operational costs by 15%. Skilled in Microsoft Office and exceptional communication, I've consistently improved service quality, showcasing versatility in both soft and hard skills. I have 10 years of customer service experience with effectively resolving inquiries and issues to ensure customer satisfaction. Proactive team leader experienced in leading teams and managing multiple projects. Possesses excellent communication and problem-solving skills, as well as the ability to motivate and inspire team members to reach a common goal. Well-versed in training and developing staff and providing customer service to ensure a positive customer experience. Demonstrates commitment to quality assurance and process improvement in the workplace. Results-oriented professional with experience in accelerated growth, business reengineering, and financial restructuring. Frequently praised as hard-working by peers, I can be relied upon to help your team achieve its goals. Professional hospitality leader with solid experience managing operations and staff in fast-paced, overnight setting. Proven ability to lead teams, ensure guest satisfaction, and adapt to evolving situations. Strong expertise in conflict resolution, staff training, and maintaining high service standards. Known for reliability, flexibility, and strong focus on achieving operational goals.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Night Manager
Scape
12.2024 - Current
- Implemented contingency plans to mitigate risks during high-traffic events.
- Motivated team to meet nightly operational goals for improved service delivery.
- Prepared nightly reports for management to inform strategic decision-making.
- Coordinated shift schedules to ensure optimal staff coverage for peak hours.
- Implemented cost-control measures to enhance profitability without compromising quality.
- Prepared nightly deposits by accurately counting cash, filling out deposit slips and securing deposit in vault.
- Resolved customer complaints promptly and professionally to maintain satisfaction.
- Handled emergency situations calmly and professionally, coordinating with necessary personnel to ensure guest safety and minimal disruption to their stay.
- Restocked inventory on shelves by unpacking backroom boxes and filling empty space on shelves with appropriate items.
- Resolved guest complaints effectively, working towards satisfactory outcomes that enhanced overall satisfaction levels.
- Trained and mentored new and existing staff to achieve best practices.
- Created nightly shift task lists to assign duties to each employee.
- Improved guest satisfaction by efficiently managing night operations and promptly addressing customer concerns.
- Launched quality assurance practices for each phase of development
Manager
Quest Bendigo Central & Quest Moorabbin
01.2021 - Current
- Oversee housekeeping and reception, ensuring standards and daily operations are met
- Coordinate employee shifts and replacements, maintaining optimal staffing levels
- Resolve customer complaints promptly, enhancing guest satisfaction
- Train staff to improve service quality and operational efficiency
- Conduct inventory checks and order supplies, ensuring resource availability
- Boosted team efficiency by streamlining task assignments
- Enhanced guest satisfaction by optimizing complaint resolution processes
- Mentored staff, elevating service quality through targeted training
- Initiated eco-friendly supply choices, reducing waste and costs
- Implemented digital tools for better inventory and payroll management
- Spearheaded a digital overhaul, enhancing operational agility and data accuracy
- Managed meticulous inventory audits to ensure 100% supply availability
- Developed a comprehensive training program to boost staff competency and morale
- Optimized scheduling system, reducing staff turnover and increasing productivity
- Pioneered a guest feedback system boosting service adaptability and guest loyalty
- Reduced operational costs by 15% through strategic vendor negotiations
- Enhanced record-keeping accuracy with a new digital tracking system
- Trained new employees on company policies, procedures and work ethics
- Supervised and coordinated activities of staff to ensure compliance with established policies, procedures, and standards
- Delegated tasks to team members according to individual strengths
- Worked closely with upper management to develop strategies for improving operational efficiency within the department
Night Manager
Quest Apartments
01.2021 - Current
- Oversee all hotel operations during the night shift
- Manage and support night staff, including front desk agents and security personnel
- Handle guest check-ins and check-outs efficiently
- Resolve guest complaints and issues promptly and professionally
- Ensure the safety and security of guests and staff
- Monitor and manage hotel occupancy and room availability
- Coordinate with housekeeping and maintenance departments for any urgent needs
- Prepare and distribute daily reports to management
- Conduct regular inspections of the property to ensure cleanliness and safety
- Ensure compliance with all hotel policies and procedures
- Assist with emergency situations and provide first aid if necessary
- Manage financial transactions and reconcile accounts at the end of the shift
- Maintain a high level of customer service and guest satisfaction
- Train and mentor new night staff members
- Handle special requests and VIP guests with care and attention
- Monitor and manage energy usage and cost-saving measures
- Ensure all night staff adhere to uniform and grooming standards
- Coordinate with local law enforcement and emergency services as needed
- Maintain accurate records of incidents and guest interactions
- Assist with other duties as assigned by hotel management
Courier Driver
Civic & Courier Please
01.2021 - 01.2023
- Delivering items: Safely and on time deliver packages, documents, and other items to the intended recipient
- Loading and unloading: Ensure items are loaded and unloaded safely and without damage
- Driving: Operate a delivery vehicle in a safe and professional manner
- Customer service: Provide exceptional customer service by answering questions and handling complaints
- Documentation: Complete delivery-related paperwork, including recording deliveries and obtaining signatures
- Route planning: Identify the most efficient routes to avoid delays
- Vehicle maintenance: Conduct regular vehicle check-ups and maintenance
- Compliance: Abide by transportation laws and maintain a clean driving record
Team Leader
McDonald's
08.2018 - 12.2020
- Delivered exceptional customer service at front counter and drive-thru during high-volume periods
- Processed orders accurately and efficiently, ensuring timely food delivery
- Restocked inventory and maintained supply levels to ensure smooth operations
- Adhered to safety and food handling procedures, ensuring quality and compliance
- Contributed to a team environment, enhancing overall customer satisfaction
- Expedited order accuracy, boosting customer satisfaction and service speed
- Maintained strict adherence to food safety regulations, ensuring quality at all times
- Trained new staff, enhancing team efficiency and cohesion in a dynamic environment
- Implemented new workflow techniques to optimize drive-thru efficiency
- Analyzed customer feedback to refine service protocols and increase repeat visits
- Supported store manager in daily operations, enhancing efficiency and workflow
Team Leader
Coles Richmond South
09.2017 - 12.2020
- Led team in customer service excellence, boosting satisfaction scores through effective communication
- Implemented sales strategies, resulting in significant revenue growth and improved merchandising
- Ensured accurate cash handling and shift management, maintaining financial accuracy
- Collaborated with team to optimize shelf stocking, enhancing product visibility and sales
- Resolved customer issues promptly, improving overall store reputation and customer loyalty
- Streamlined delivery processes, reducing delivery times and enhancing customer satisfaction
- Monitored inventory levels to prevent stockouts, ensuring product availability
- Developed a new employee training module that increased team efficiency by 30%
- Provided mentorship to new team members, fostering a supportive and productive work environment
- Introduced technology solutions for route optimization, improving operational efficiency
- Pioneered a customer engagement strategy that elevated store experience
- Mentored and coached team members to ensure successful performance
- Delegated tasks to team members according to project requirements and employee strengths
- Motivated team to achieve optimal results through effective communication and interpersonal skills
- Mentored junior staff by providing advice on how to handle challenging situations effectively
Assistant Manager
City Express & Liquor Store
08.2015 - 12.2017
- Welcomed and assisted customers, ensuring a positive shopping experience
- Organized product displays, improving accessibility and sales
- Helped customers locate items, boosting customer satisfaction
- Inspected products for damage, maintaining quality standards
- Boosted store efficiency by streamlining inventory processes
- Analyzed product placement, enhancing customer shopping experience
- Provided training to new staff, ensuring adherence to store standards
- Implemented innovative merchandising techniques to increase sales
- Monitored store operations, ensuring compliance with safety regulations
Manager - Indian Restaurant
Tandoori Flames & Padmas Kitchen
01.2015 - 12.2017
- Staff management: Recruiting, training, supervising, and motivating staff
- Menu planning: Working with chefs to plan menus and wine lists
- Inventory management: Ordering supplies, checking stock levels, and minimizing food waste
- Budgeting: Managing budgets, agreeing budgets with senior management, and writing budget reports
- Customer service: Greeting customers, taking reservations, and responding to customer complaints
- Health and safety: Ensuring the restaurant complies with health and safety regulations, including food hygiene
- Marketing: Planning and organizing marketing activities, such as promotional events and discount schemes
- Reporting: Preparing reports at the end of the shift or week, including staff control, food control, and sales
- Conflict resolution: Acting as a mediator when conflicts arise between employees or customers
- Special events: Planning and organizing special functions, such as weddings or birthdays
Education
MASTER'S - PROFESSIONAL ACCOUNTING
Central Queensland University
01.2017
BACHELOR OF COMMERCE -
S.D College
01.2014
Skills
- Security awareness
- People management
- Reservations management
- Complaint handling
- Customer service focus
- Property security
- Payroll management
- Guest assistance
- Guest relations
- Customer service
- Team development
- Scheduling and coordinating
- Employee coaching and mentoring
- Project planning
- Financial management
- Business development
- Cost control
- Multitasking Abilities
- Multitasking
- Organizational skills
- Team leadership
- Active listening
- Effective communication
- Adaptability and flexibility
- Verbal and written communication
Accomplishments
- Supervised team of [Number] staff members.
- Resolved product issue through consumer testing.
- Achieved [Result] by completing [Task] with accuracy and efficiency.
- Documented and resolved [Issue] which led to [Results].
- Achieved [Result] through effectively helping with [Task].
- Collaborated with team of [Number] in the development of [Project name].
Locations
- Melbourne, Melbourne, VIC, 3000
- South Melbourne, South Melbourne, VIC, 3205
Certification
- [State] Driver's License
- First Aid Certification
- Children Checks
- RSA
- WHITE CARD
Languages
Hindi
Native or Bilingual
Punjabi
Native or Bilingual
English
Full Professional
Interests
- Participating in cultural exchange programs and homestays
- Watching Movies and TV Shows
- Outdoor Recreation
- Virtual Reality
- Volunteer Travel
- Participating in local clean-up initiatives
- Cooking
- Video Gaming
- Drone Piloting
Timeline
Night Manager
Scape
12.2024 - Current
Manager
Quest Bendigo Central & Quest Moorabbin
01.2021 - Current
Night Manager
Quest Apartments
01.2021 - Current
Courier Driver
Civic & Courier Please
01.2021 - 01.2023
Team Leader
McDonald's
08.2018 - 12.2020
Team Leader
Coles Richmond South
09.2017 - 12.2020
Assistant Manager
City Express & Liquor Store
08.2015 - 12.2017
Manager - Indian Restaurant
Tandoori Flames & Padmas Kitchen
01.2015 - 12.2017
BACHELOR OF COMMERCE -
S.D College
MASTER'S - PROFESSIONAL ACCOUNTING
Central Queensland University
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