Madan Sapkota
Abu Dhabi,United Arab Emirates
Summary
Dedicated professional with expertise in hospitality, customer service, and front office operations. Proven ability to enhance revenue and ensure service recovery through effective communication and teamwork. Skilled in aviation, food safety, and food hygiene, with a command of computer applications. Committed to delivering exceptional service and achieving career growth within the industry.
Overview
15
15
years of professional experience
1
1
Certification
Work History
MANAGER/SUPERVISOR: FRONT OF THE HOUSE
Freelancer
Abu Dhabi, U.A.E.
10.2023 - 04.2025
- Expertly supervised the performance of dynamic team of 15 customer service agents, fostering a motivational environment through constructive feedback and open communication
- Provided hands-on assistance to customer service personnel in addressing and resolving customer inquiries and complaints efficiently
- Exemplify professional conduct and maintain composure when interacting with customers, aiming to effectively resolve concerns and answer queries with utmost proficiency
Cafe Operation Manager
New Advance Cafe
Abu Dhabi, U.A.E.
07.2021 - 08.2023
- Maintained immaculate cafe premises, including negotiations with food suppliers, ensuring exceptional customer service, and maintaining food quality, quantity, and hygiene in compliance with ADAFSA standards
- Developed and implemented menu, recruitment, training, weekly staff schedules, procurement of necessary supplies, inventory assessments, and ensured seamless operations during personnel absences
- Initiated promotional campaigns, leveraging social media to offer enticing deals and discounts to prospective customers
- Achieved the highest customer satisfaction rating, which is 4.9 out of 5 in Google Reviews, within six months of the cafe's operation
- Introduced two new menu items, which became top sellers, accounting for 10% of daily sales
SENIOR GUEST SERVICE EXECUTIVE-FRONT OF THE HOUSE
Etihad Airways
Abu Dhabi International Airport, U.A.E.
11.2013 - 10.2020
- Successfully conducted and met 100% compliance in internal safety and security audits in line with company policy for 7 years.
- Drove a 2.5% increase in monthly sales by effectively promoting Etihad Products, contributing to sustained revenue growth from July 2017 to March 2018
- Trained over 200 new employees in delivering seamless check-in and zonal boarding experiences, adhering to company standards and procedures
- Enhanced and maintained a high level of professional rapport and customer satisfaction by swiftly resolving complaints and reducing issues by 2%
GUEST SERVICE AGENT/GUEST SERVICE MANAGER-FRONT OF THE HOUSE
RadissonBlu Hotel
Abu Dhabi
10.2010 - 10.2013
- Boosted guest satisfaction index NPS by 5% in 2011 and 2012
- Launched the revenue enhancement initiative to increase revenue, which is exceeded by the departmental KPIs by 7% in a row for 2011 and 2012
- Designed and implemented the guest loyalty program with a monthly target, which was exceeded in a row for 2011 and 2012
- Supervised & Analyzed the training needs of 14 team members for professional growth and development with appropriate shift coverage and ensured continuous and effective communication and assistance to foster a positive work environment that promotes teamwork, recognition, and mutual respect
Education
High School Diploma -
Balkumari Boarding High School
NepalSkills
- Technical software proficiency
- Strict confidentiality maintenance
- Awareness of cultural sensitivities
- Knowledge of reservation systems
- Fluency in multiple languages
- Room inspection proficiency
- Listening and understanding
- Maintaining a professional appearance
- Property Management Systems
- Front desk operations
- Revenue Management
- Basic accounting
- Complaint handling
- Mentoring and coaching
Accomplishments
- Awarded Front Of the House Host of the Year 2011 at Radisson Blu Hotel, for exceptional guest service.
- Recognized Front Of the House Host of the Month in July 2011 for outstanding performance.
- Secured the Highest Up-Selling Award for January, March, and April 2011, demonstrating persuasive sales skills.
- Commended for enrolling the most guests (110) into the Loyalty Program in January 2011, showcasing strong customer engagement.
- Nominated for Front Of the House Host of the Month in March 2012, affirming consistent excellence.
- Achieved 95% score in consecutive mystery shopper audits for 2011 &2012, reflecting superior service standards.
Languages
English
Fluent
Urdu
Intermediate
Hindi
Fluent
Nepali
Native
Certification
- Abu Dhabi Culture and Heritage Workshop -Abu Dhabi Tourism Authority -12th March 2012
- Essential Food Safety Training Certification-ADAFSA -30th August 2021
Timeline
MANAGER/SUPERVISOR: FRONT OF THE HOUSE
Freelancer
10.2023 - 04.2025
Cafe Operation Manager
New Advance Cafe
07.2021 - 08.2023
SENIOR GUEST SERVICE EXECUTIVE-FRONT OF THE HOUSE
Etihad Airways
11.2013 - 10.2020
GUEST SERVICE AGENT/GUEST SERVICE MANAGER-FRONT OF THE HOUSE
RadissonBlu Hotel
10.2010 - 10.2013
High School Diploma -
Balkumari Boarding High School
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